General Questions

Q. Can I change or modify my order once it is submitted?
A. No.

Q. If I place an order for an item that has recently returned to stock, can it be shipped with a previous order without an additional shipping charge?
A. No, orders are processed in the order in which they are received. All orders are handled independent of one another and are subject to individual shipping charges.

Q. Does Creative Xpress sell wholesale?
A. No. Although we frequently offer selected items at close-out/sale prices, we do not sell wholesale.

Q. Does Creative Xpress have an e-mail newsletter?
A. Yes. Creative Xpress publishes a free, weekly e-mail advertisement that is sent to subscribers using a current e-mail address. The ad contains information on new products, current sales and close out promotions.

Q. How do I subscribe to the CX e-mail ad?
A. Sign up to receive the ad at the bottom of any page on our Web site.

Q. How do I unsubscribe from the CX e-mail ad?
A. Near the bottom of the ad you will find an Unsubscribe Link. By clicking on this link you may unsubscribe from the e-mail ad.

Q. How long will items I place in my shopping cart remain active?
A. Your shopping cart will remain active indefinitely. However, you will only be able to view the contents of your cart on the computer you used to fill the cart. If you access your account from a different computer, your cart will appear empty and you will have to fill it again. Also, products added to your cart are not taken from our inventory until they have been purchased and paid for; this means another customer may have purchased items you had in your shopping cart before you checked out.

Q. How do I change my e-mail address for the e-mail ad?
A. Unsubscribe your old e-mail address and submit a new subscribe request with your new e-mail address.

Q. How do I receive the Creative Xpress retail catalog?
A. Creative Xpress has discontinued the retail catalog.

Q. What happened to my bonus points when CX moved to the new store?
A. All bonus points from the previous CX store were automatically added to each account as store credit. This store credit is automatically applied to the next order you place with CX.

Q. Where did the CX Community go?
A. Unfortunately the CX Community has been permanently closed.

Q. Without the Community, how am I supposed to find out what's going on at CX?
A. The new CX Blog offers a constant flow of information about what is occuring in the store as well as providing an excellent source to view projects and tutorials created by the CX Design Team.

Q: There is an item missing from my order. What happened to it?
A: If an item is missing from your order, it is most likely out of stock. If an item is out of stock and we are unable to ship it, you will be credited back the amount of that item. There should be 'credit' written on your invoice next to that item.

Q: How do promotions and sales work at CX?
A: Promotions and sales generally run Friday through Thursday. CX will occasionally run sales that last for 72 hours only - such sales typically run Friday 12:00 pm MDT to Monday 12:00 pm MDT. Sales are subject to change at any time without prior notice.

Q: I received an email telling me that the status of my order has changed to 'Awaiting Fulfillment'. What does that mean?
A: When an order is changed to 'Awaiting Fulfillment' status, the order is officially in the Creative Xpress system and is ready to be sent to our shipping department.

Q: I received an email telling me that the status of my order has changed to 'Awaiting Shipment'. What does that mean?
A: 'Awaiting Shipment' status on an order means that the order is being picked, packed and prepared for shipment by the shipping department.

Q: I received an email telling me the status of my order has changed to 'Completed'. What does that mean?
A: When an order status changes to 'Completed', it has been fulfilled and shipped. The order is no longer in the Creative Xpress system. From this point forward, the order is the responsibility of Fedex - Creative Xpress has completed all of our obligations regarding the order & the order is no longer in our system. 'Completed' does NOT mean that the order has been delivered to you. Delivery is the responsibility of Fedex. 'Completed' merely means that the order has been fully processed by Creative Xpress and is now out of our hands.

Q: In 'My Account', under 'Order Status' my order is listed as 'Awaiting Fulfillment'. What does that mean?
A: When an order is changed to 'Awaiting Fulfillment' status, the order is officially in the Creative Xpress system and is ready to be sent to our shipping department.

Q: In 'My Account', under 'Order Status' my order is listed as 'Awaiting Shipment'. What does that mean?
A: 'Awaiting Shipment' status on an order means that the order is being picked, packed and prepared for shipment by the shipping department.

Q: In 'My Account', under 'Order Status' my order is listed as 'Completed'. What does that mean and why haven't I received my order yet?
A: When an order status changes to 'Completed', it has been fulfilled and shipped. The order is no longer in the Creative Xpress system. From this point forward, the order is the responsibility of Fedex - Creative Xpress has completed all of our obligations regarding the order & the order is no longer in our system. 'Completed' does NOT mean that the order has been delivered to you. Delivery is the responsibility of Fedex. 'Completed' merely means that the order has been fully processed by Creative Xpress and is now out of our hands.

Back Orders

Q. What if the item I want to order is not in stock?
A. While we do our best to keep all items in stock, occasionally we run short of an item. When an item is out of stock, an Out of Stock message will appear and you will not be able to put this item into your shopping cart.

Q: Are missing items automatically back ordered?
A: No. At this time Creative Xpress does not issue backorders.

Q. What happens if an item is back ordered or unavailable?
A. We do not issue back orders. If an item is unavailable, you will be credited back the amount of that item.

Payment and Discounts

Q. What form of payment do you accept?
A. Visa, MasterCard, Discover, American Express, Check or Money Order.

Q. Do you accept CODs?
A. No.

Q. Does Creative Xpress accept Pay Pal as a form of payment?
A. No, not at this time.

Q. Does Creative Xpress accept Gift Cards as a form of payment?
A. No, not at this time.

Q. Do you issue rainchecks?
A. No. All sale items are on a first come first serve basis, and are subject to quantity on hand.

Q. If I have a credit on my account, how do I use it on my next order?
A. Your credit will automatically be added to the next order you place. You do not have to do anything in order to have the credit applied.

Q. My coupon expired! What can I do?
A. Coupons with an expiration date must be redeemed prior to the stated expiration date.

Q. My coupon does not have an expiration date, when does it expire?
A. Coupons without a published expiration date expire 30 days after the date of issue.

Q. Can I use more than one coupon per order?
A. No. One coupon per order and the item must be in stock.

Q. Can I use a discount coupon on gift certificates?
A. No.

Q. Is it safe to use my credit card when shopping with Creative Xpress?
A. Yes. You can be assured of privacy and security when shopping with us. All transactions through our online store are encrypted using an SSL Secure Server certificate.

Return Policy

Q. Can I return and/or exchange merchandise purchased at Creative Xpress?
A. If you are not completely satisfied with your order, we will gladly refund the amount of your order (minus shipping and handling charges) within 30 days of the original ship date. This policy does not apply to items purchased from the Clearance category - all sales from Clearance are final. Product and packaging must be unused and undamaged. Please repack the products carefully so they will arrive undamaged.

Q. Can I return books or software?
A. No, books may not be returned, and software may not be returned if it has been opened.

Q. If I have a problem with my order what can I do?
A. Please call 1-800-563-8679 to obtain a Return Merchandise Authorization (RMA) number before returning merchandise. Regular shipping charges apply when exchanging a non-defective product. Returns must be received within 14 days. Any order received after the 14 days or without a RMA number will be subject to a 20% restocking fee. All sales are final on close-out merchandise. Product and packaging must be unused and undamaged. Please repack the products carefully so they will arrive undamaged.

Shipping

We ship all packages using FedEx delivery service. FedEx Ground and FedEx Home Delivery makes deliveries Tuesday through Saturday until 8:00 PM. All International orders are only shipped through FedEx Priority, so we can insure and track your package.

All packages shipping to an APO/FPO address will be shipped using the United States Postal Service. APO/FPO shipping rates apply.

CREATIVE XPRESS DOES NOT SHIP TO P.O. BOXES

Please allow 7 to 10 days to receive your order. All orders are processed and shipped in the order in which they are received. All orders placed Monday thru Thursday are typically sent to our shipping department for processing the following morning. CX reserves the right to take up to 3 business days to process an order. All orders placed on Friday, Saturday, Sunday or major U.S. holidays will be held until the next business day to begin processing.

Processing your order includes, but is not limited to picking, packing, manifesting, and delivery to FedEx and may take up to 3 days to be completed. While it is not standard practice, we have on occasion held orders that contain items that are not readily available or have gone out of stock. When this happens shipment of your order may be delayed for up to two days. When we can not fill those items your order will be credited and will not be held.

When Fedex Express shipping (2 Day or Overnight) has been selected as your desired shipping method, please be aware that orders are not always fulfilled the same day the order was placed. While we do give your order first priority in processing, and we try to ship it within 24 hours, it can take up to two days to complete processing and shipment of your order. Express shipping methods are only a reflection of the speed in which FedEx will handle your package. It does not exempt CX from it's standard processing time. All priority shipping methods selected on orders placed over the weekend or on holidays will not be processed until the next business day. Changes to shipping methods cannot be made after the order has been placed. Shipping Rates are based upon the weight (in lbs) or the product that you have purchased and are accurately reflected in the online cart.

The following chart shows projected delivery days based on the day the order was placed and the shipping method selected. Just find the day of the week you placed your order and match it up with the shipping method you chose - the box where the two intersect is the projected arrival day of your order.


*Note: These projections are provided for your convenience and are not always accurate. CreativeXpress will not be responsible for ensuring package delivery once the package is given to Fedex.

International Shipping

All shipments made outside the U.S. may be subject to import custom charges, duties, fees, and/or taxes which are the sole responsibility of the customer. Please check with your local Customs Office for an estimate of charges on your order. Creative Xpress will charge your credit card for any customs charges billed back. We reserve the right to adjust shipping charges for excessively heavy orders (over 50 lbs.). If the shipping charges must be adjusted, the customer will be contacted.
Hours of Operation

Our hours of operation are Monday thru Friday 8 AM to 4 PM MT. After hours, you may send an inquiry via e-mail, fax or phone message. We will then contact you on the next available business day.

Sales Tax

Creative Xpress now collects sales tax in the following states:

Arkansas 6.00%
Idaho 6.00%
Michigan 6.00%
Ohio - Varies by County
Pennsylvania 6.00%
Texas 8.25%
Utah 6.25%
New Jersey 7.00%
Maryland 6.00%
North Carolina - Varies by County
Nevada - Varies by County


Note: In the future, we may be required to collect sales tax from other states or change the current sales tax rates. If this happens, we will notify you of these changes.

Price Matching Policy

Effective immediately (Nov. 11, 2009), due to unforseen events beyond our control, CX will no longer be able to offer price matching.