Our FAQs cover the most common questions asked about our store, our products and some of the art of digital scrapbooking.
Please scroll through the questions and answers below – if you have a question you don’t see answered here, please feel free to contact us via our contact form HERE. We will be happy to answer any questions you may have within 24-48 hours.
How do I contact Customer Service?
You may contact us here. We respond to inquiries within 24-48 hours, typically sooner. We appreciate all questions and comments. We strive to provide you with excellent customer service in a timely manner. If for some reason you are unable to contact us using the form, please feel free to email us at customerservice at the-lilypad.com.
What is digital scrapbooking?
Digital scrapbooking typically uses digital photos and elements to preserve memories by using photo editing software to manipulate those supplies to suit your creative needs - some people create scrapbook pages/layouts while others create cards or home decor projects. To digitally scrapbook, the items needed typically include a computer, photo editing software, digital products/supplies and digital photos.
What is hybrid scrapbooking?
Hybrid scrapbooking typically refers to the process of combining "real" or paper supplies with digital supplies. For example, digital papers may be printed and used as background paper for creating a traditional layout or journal cards may be printed after having journaling added, digitally.
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. One of the beauties of digital scrapbooking is the ability to reuse supplies over and over again - once you download a product, the product is yours for a lifetime.
Our products may be imported into most types of photo editing software and manipulated to meet your specific needs.
What are photo editing software options for digital scrapbooking?
Where can I print my work?
What do all these acronyms stand for?
|TLP||The Lilypad||Our home|
|BYOC||Build Your Own Collaboration||The first Friday of the month is the release of our original idea in which all of the store designers create products around a single color scheme. These products may be easily mixed and matched for you to create your own kit. Each month features a different color scheme with brand new designs.|
|FF||Froggy Friday||The Friday release day featuring new products on sale for 20% off for the entire release weekend.|
|SOSN||Something Old, Something New||Wednesday release days that feature both old and new products at 50% off for the day only.|
|CU||Commercial Use||The use of products for other product design and/or resale.|
|S4H||Scrap for Hire||The use of products for sale in flattened images (i.e. in calendars for sale)|
|S4O||Scrap for Others||The use of products for use in products given to others.|
What size and quality are your products and supplies?
All products in the store are created at 300dpi (dots-per-inch). All papers are 12" wide X 12" tall in JPG file format. Other supplies - elements and cards - are typically PNG files with a transparent background for easy layering over other supplies. Templates are created at the size indicated in the product descriptions and usually come in PSD, TIF and PNG formats. As with all purchases, please be sure to check the individual product descriptions for more specific details.
When are new items added to the store?
TLP has two release days during the week. On Wednesdays, we release new products and offer 50% specials on the new releases and various old favorites. Wednesdays we refer to as Something Old, Something New (SOSN). On Fridays, we offer brand new releases which are 20% off for the entire release weekend. Fridays we refer to as Froggy Friday (FF).
If I purchase products from your store, how many times can I use them?
How do I extract a .zip file?
Our products are zipped (compressed) for quicker transfer speeds across the web. You need to extract them before use, using WinZip or similar software. When you download via a link you have received either in your email or in your store order history, the .zip file that you download is saved on your computer in the location you specify. Please be sure to note of the location of the .zip file. Once the download is complete, you are then able to double click the .zip file or right-click on the zipped file and choose "Extract All" to unzip or decompress the file. Please be sure to note the location of the unzipped files.
Do I need to keep my .zip fles?
Keeping the .zip files after they have been unzipped to your local system is entirely up to you. Some people choose to keep the .zips as well as the unpacked folders while others immediately delete the .zips. In either case, it is extremely important to back up your products in case something happens to your system. We have fairly strict order reset policies when it comes to retrieving any products you may have lost due to technical difficulties.
Will I receive anything by mail?
What time zone does the store run on?
We operate on U.S. Pacific Standard Time (PST). All sales and specials are timed to this zone.
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 (please ensure our email address, firstname.lastname@example.org, is not filtered to spam).
If for some reason you cannot find your download links immediately via redirect or in your email, please login to your store account, click My account and then, the Order history tab. Search your orders for the desired set. Please keep in mind that download links are valid for 30 days and/or 5 download attempts.
How long are my downloads valid?
Your downloads are valid for 30 days from the date of purchase. You are limited to 5 download attempts during that 30 days.
What do I do if I did not receive my download links via email?
It is possible that your ISP or email spam blocker has intercepted our message (ISPs Bellsouth and Comcast are notorious for this). 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 login to your store account, click My account and then, the Order history tab. If you then need to contact us, please be sure to include your order number to help more promptly process your request.
When I click on a download link, it says “You have nothing to download.”
If you click a download link and you get this message, one of two things has typically happened. First, it may be that you are attempting to download a product outside the preset allowable download window. Secondly, the designer may have made an error in the product listing. 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. Please contact us with your username and order number if this happens - we will remedy the situation promptly.
When I downloaded my product, the folder was empty!
If you click a download link and you get this message, before trying to download the .zip file again, please clear the previous download attempt from your system (move it to the trash). Try to download the file again by clicking the link provided to that product.
If that does not work, the designer may have made an error in the product listing. 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. Please contact us with your username and order number if this happens - we will remedy the situation promptly.
What do I do if my order is Queued?
Every once in a while, most often on heavy traffic days, orders may show with a status of Queued. Please wait approximately 10-15 minutes before contacting our support staff. Often, queued orders are simply waiting for payment confirmation to be communicated back to the store from either Paypal or the credit card processor. If your order remains on this status for an inordinate amount of time, please feel free to contact us.
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.
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 may be reset with the purchase of an Order History Reset. 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.
Do you offer a CD or DVD burning service?
We do not currently offer CD or DVD burning services.
Checkout & Payment
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 at each provider's website, so you don’t need to worry about your information being stolen on our end as we do not store any of your financial information. Both Paypal and Authorize.net are PCI compliant and utilize industry-standard security measures.
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.
How do I purchase or use a gift certificate?
Gift certificates can be purchased here. Gift certificates may be used as a form of payment on the Checkout page of the store. You may use your gift certificate balance to cover all or some of your purchase.
Why doesn't my coupon work?
Coupons each have certain criteria that must be met. If that criteria isn't met and/or products added to your cart (i.e. the appropriate minimum amount of product or type of product), the coupon will not be valid. If a coupon is expired, it will show as invalid. If you feel a coupon should still be working, please contact us for further assistance.
Do you offer any refunds?
Due to the digital nature of our products, we do not typically offer refunds on any purchases. In a select number of cases, refunds will be discussed. Please contact us if you feel the need to discuss a refund.
Where can I find the TOU for each designer?
You can find TOUs for each designer here - please feel free to contact an individual designer for more details and/or questions.
What is Commercial Use (CU) and do you offer commercial use of your products?
Commercial Use (CU) typically refers to using a product for professional use (i.e. in another kit after modifying the original product). 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 their individual TOU for more information.
Can I use your designs to Scrap for Others (S4O) and/or Scrap for Hire (SFH)?
Can I use your products for my personal blog design?
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.
My work using TLP designs has been picked up for publishing! What should I do?
First, 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).
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).
How do I sign up for your newsletter?
You may sign up for our newsletter HERE to stay up-to-date on our new product release, challenges and store events.
Any and all the information collected on this site will be kept strictly confidential and will not be sold, reused, rented, disclosed, or loaned except in the following situations:
1. The investigation of suspected piracy, copyright infringement, fraud and/or other illegal activity. In this case, personal information maybe disclosed to law enforcement, investigative bodies, and/or interested parties.
2. If you purchase a product with a registration/license code, certain personal information will be shared with the manufacturer of said product(s).
When purchasing products at our website, we collect a minimal amount of information including name, address, phone number, email address, referring website and IP address. Again, all of this information will remain confidential.
If you have any questions regarding your information and its use, please feel free to contact us.