FAQ
GENERAL INFO
1. How do I contact Customer Service?
You can contact us HERE. We respond to inquiries within 24-48 hours. We appreciate all questions and comments. We strive to provide you with excellent customer service in a timely manner.
2. What is digital scrapbooking?
Digital scrapbooking is using digital photos and elements to preserve memories, using photo-editing software to manipulate those supplies to suit your creative needs. One of the beauties of digital scrapbooking is the ability to reuse supplies over and over again.
3. How do I use your products?
Not limited to digital scrapbooking, our products can easily be used for home décor projects, card making, hybrid scrapbooking (combining traditional and digital work), memory books, holiday calendars and gift, and many more projects.
4. What are photo-editing software options for digital scrapbooking?
There are many different photo edition programs available. A few of the most popular include Adobe Photoshop Elements, Adobe Photoshop and Corel PaintShopPro. Each of these typically offer a free, 30 day trial download on their websites, respectively, if you are interested in a trial run.
5. Where can I print my work?
There are many printing options currently available to print your work. To name just a few, Scrapbook Pictures, Shutterfly, and Costco all offer high-quality print services for both individual layouts as well as memory books and much more.
PRODUCTS
6. What size & quality are your elements?
All items in the store are created at 300dpi (dots-per-inch). All papers are 12 inches wide by 12 inches tall, .jpg files. Elements & are typically .png files with a transparent background.
7. When are new items added to the store?
We have two days a week we add new products. We run our version of $1.00 Day, called Tadpole Tuesday, every Tuesday when we introduce brand new products for just $1.00 each that day. We also have Froggy Fridays when we add new product. On Froggy Friday, new releases are 20% off for the weekend.
8. If I purchase products from your store, how many times can I use them?
You can use digital products as many times as you want. You can also modify those products (i.e. change the color, resize, etc.) to use on a completely different layout.
9. How do I extract a .zip file?
Our products are zipped (compressed) for quicker speed across the web. You need to extract them before use, using WinZip or similar software. When you download the product, it is saved on your computer as the downloaded zip file. Right-click on the zipped file and choose "Extract All." Make sure to note of the location of the unzipped file. Delete the zipped file as you no longer need the zipped version.
CHECKOUT & PAYMENT
10. What types of payment do you accept?
We accept two forms of payment, PayPal (we do not accept e-checks) and credit card payments through Authorize.net. Both are handled on secure servers, so you don’t need to worry about your information being stolen on our end.
11. How do I use a coupon code?
When redeeming a coupon, please make sure you are logged in to the store. You must ensure the coupon criteria is met, so be sure to have the appropriate products in your cart prior submitting the code in the Redeem a Coupon Code box. This box appears in your shopping cart before you click the checkout button.
12. How do I use a gift certificate?
Gift certificates differ from coupon codes and should be submitted after you check out.
DOWNLOADS
13. How do I access my downloads?
As soon as your payment has been processed, you will be redirected to our site where your downloads will be instantly made available. You will also receive purchase verification and download links via email. If for some reason you cannot find your download links immediately or in your email, login to your account, click Orders History, Search your orders for the desired set. Please keep in mind that download links are only good for 96 hours and/or 5 download attempts.
14. I did not receive my download links via email.
It is possible that your ISP or email spam blocker has intercepted our message. It is also possible that we do not have your current or correct email address on file, so please ensure your customer account is kept up-to-date. Before contacting customer service, please try to login to your account, click orders history and search for your orders to access the download links.
15. When I click on a download link, it says “You have nothing to download.”
Please email us with your username and order number if this happens and we will remedy the situation promptly. Our designers make every attempt to ensure the associated files are set correctly with their products; however, sometimes the path has not been correctly defined and needs to be reset.
16. When I downloaded my product, the folder was empty.
If you receive this message, please delete the original folder and download the product again. Please ensure when you are downloading products from our site that you disable any download managers. This will help to ensure products download correctly. If you continue to have issues, please email us with your username and order number so we can remedy the problem.
17. I just purchased something but my order is showing as Queued.
Every once in a while, most often on heavy traffic days, orders may show ad Queued. We do our best to push these orders through as we see them. If it seems to take an uncomfortable amount of time to get done, please feel free to email us.
18. Why are there 5 downloads? Do I need to download all 5?
Some people have a slow Internet connection or have ISP interruptions. We allow 5 download attempts to get your product to your own computer. Once you successfully download a file there is no need to download the file again.
19. Will you reset download links for any reason?
We will reset any product download links within the first 30 days after product purchase, with a suitable explanation as to why you were unable to download your products. Links older than 30 days old are typically not reset for any reason. However, you are more than welcome to contact us for further information. We highly recommend backing up your purchases often, on an external hard drive (EHD) or burn them to CD or DVD.
20. Do you offer a CD or DVD burning service?
We do not currently offer CD or DVD burning services.
TERMS OF USE, COMMERCIAL USE, LICENSING
21. What are your Terms of Use (TOU)?
Each designer has a unique Terms of Use for each product. Included in each download file is that TOU specific to the products. If you have additional TOU questions, you are always more than welcome to contact the designer, specifically.
22. What is Commercial Use (CU) and do you offer commercial use of your products?
Commercial Use typically refers to using a product for professional use (i.e. in another kit after modifying the original product, in a memory book for sale, for photography work, etc.) You may never resell CU items, as is. Please refer to the product TOU for more information. Our designers offer both individual and total product licensing – please check the store for more information.
23. Can I use your designs to Scrap for Others (S4O) and/or Scrap for Hire (SFH)?
Please refer to the individual TOU for the product for allowable use of designs.
24. Can I use your products for my personal blog design?
Yes! Products may be used on personal blogs for non-commercial use (meaning if you have a blog where you sell a product like photography services, no). Credit is appreciated.
25. Can I share my purchases with family and friends?
The products you have purchased from our store, unless otherwise specified in the TOU associated with that product, are for the use of the single customer who made the product purchase only. That means sharing the download links or further sharing any zip files or individual product files violates our TOU.
MISCELLANEOUS
26. My work using TLP designs has been picked up for publishing! What should I do?
Firstly, congratulations! We would appreciate an email letting us know which project is being published, where and when it will be published, as well! We would love to share in the excitement and further feature your work. As always with published work, please be sure to accurately credit the designer and website that provided the supplies (i.e. Flowers by Kaye Winiecki, www.the-lilypad.com).
27. Can I submit layouts for publication using your templates/sketches?
Yes; however, the appropriate credit must be given to the TLP designer and website (i.e. Template by Amy Martin, www.the-lilypad.com).
28. How do I sign up for your newsletter?
You can go HERE to register to receive our newsletter to stay up-to-date on our new product release, challenges and store events.
