Frequently Asked Questions

Navigate & Find

How do I search for an item on the site?

By using the magnifying glass in the top left corner of the website you can search by item number, description, or key word.

What if the item I am looking for is not on the website?

If an item in not showing up, first check the discontinued list; if you still cannot find it, please ask your Account Manager for details.

Why does an item not have an add to cart button?

There are a couple of reasons an item may not have an “add to cart” button. First, if an item is out of stock, the website will not allow you to add it until it is back in stock. If it is an ongoing item, you can enter your email to be notified when stock is received. If an item is slated to be discontinued it will not be reordered.

Do I have to click on every item to add it to my cart?

No, you can hover over the image in the shop to get the quick view option where you can also add items to your cart.

How can I find the dimensions of the products?

The product information page for each item (found by clicking on the item) details the product dimensions as well as compatibility notes.

How long will product stay in the shopping cart (unpaid)?

Carts are not saved in the store; they are saved in the shopper's browser. So, items will stay in a user's cart as long as they don't clear their cookies/browsing history. You do not need to be logged in to save items to your cart.

Do you have any deals or coupons?

To ensure you don’t miss out on any exclusive deals and promotions make sure your imbox is set to receive our Wholesale Newsletter. You can also visit our clearance shop to browse for items 40-70% off.

How do I use a coupon I received?

Once items have been added to your cart, click the cart image in the top right corner to view your cart. Simply enter the coupon code in the box above the subtotal of your order.

My coupon is not working, why?

First check to make ensure the correct characters are being entered. Also, be sure to refer to the terms and conditions. Machines and clearance do not qualify for any additional discounts.

Where can I find product details and images that I can use for item set-up?

This information can be found in your Toolbox dropdown, see 2019 Product Details & Images. We also have provided images for past launches as well.

Do you have ideas and inspiration?

We have lots of inspiration! You can find ideas an inspiration but referring to the blog (Toolbox > Blog) as well as by reviewing the Videos & Pdfs section within the Toolbox. We will continue to add content to this page over time.

What brands are compatible with Spellbinders?

Please click HERE for our Product Compatibility page to review how to use Spellbinders dies, embossing folders and other products with machines from other manufacturers.

 

Payment & Order Processing

Is there a minimum quantity requirement?

No, you may order items by the each.

Does my order have to be $300 or more?

No, we do not have a minimum order amount; however, in order to receive free shipping in the US the order must exceed $300.

How do I know if I am receiving my discount?

Once you are logged into your account your discount will automatically be applied. The amount in black that is crossed out is the MSRP and the amount in the red is your pricing.

What is the discount on machines?

Due to the high costs associated with producing the best machine in the marketplace, we are only able to offer 45% off MSRP.

Can I pay for my order when it’s ready to ship?

All orders must be paid in full before the order can be sent to shipping for fulfillment.

What type of payment are accepted?

All major credit cards, PayPal, bank transfers.

How do I set up a wire transfer?

Contact your Account Manager for the incoming bank information for a wire transfer.

How do I apply for terms?

In certain cases, an account may apply for terms. Please contact your Account Manager for the application if this is something you are interested in. Please note, this is only available to domestic customers only.

How do I update my credit card on my account?

Spellbinders does not store your credit card information online in your account.

What if items are not available to fulfill my order?

While we make every effort to allow you to order only those items that are available in our warehouse, there are times when an item must be cut from an order because it is out of stock. In that case, merchandise in your order may be removed, and your credit card will be credited for the amount of those item(s). Please know we will do our best to fulfill your complete order.

Am I able to add a purchase order number to my order?

Yes, at checkout after you select your method of payment, you can enter your PO# in the Order instructions/comments. Note this is an optional field.

 

What does Awaiting Fulfillment mean?

An order labeled “Awaiting Fulfillment” means that our shipping department has received your order and is preparing the order to ship.

Why is my order Awaiting Shipment?

An order labeled “Awaiting Shipment” means an item on your order is current out of stock but that the team expects inventory soon; your order will ship as soon as these items are received.

How do I pay for my order that is Awaiting Payment?

Contact your Account Manager with your payment details

How can I track the status of my order?

Once your order ships, you will receive an automatic email with the tracking details. It can also be obtained from your online order history. Log into the portal, select Toolbox > My Account and then click on the order you wish to track. The tracking number is provided below the Bill To address.

How will my order ship?

Shipping method is determined based on the weight and distance of the shipment and the carrier. Carriers we use are USPS, UPS, & FedEx.

How much will postage be for my online order?

Orders shipped within the United States will receive free shipping over $300. If the order does not qualify for free shipping postage will be determined based on the weight and distance of the shipment and the carrier and this cost will be displayed at checkout.

What if estimated postage is not available for my location?

Please contact your Account Manager.

What shipping methods to you use for free shipping?

Once you meet your $300 minimum you will be prompted to select free shipping (for domestic orders only) at checkout. It will then be the discretion of the Spellbinders fulfilment team to determine how the order is shipped; we typically ship USPS priority mail or UPS ground and will base the decision on the size of the parcel and ship-to location.

Can I use a different locations/freight forwarder?

Yes, at checkout uncheck the box in Billing details and then you will be able to enter the freight forwarder’s address in the shipping details.

When will my order ship?

Once an order is received, it takes 2 to 4 business days to process before it ships from the Spellbinders warehouse.

When will my pre-order ship?

Pre-orders will typically ship on the first of the month in which the item is launching. We are making an effort to ship items a week or two prior, based on when the item is received, but this is not a given. immediately after product has been received.

Can I get a copy of my invoice?

Yes! Visit the My Account page, select the order number you wish to print. In the top right corner you can print the invoice for that order.

Why can’t I see all my orders?

Your account will only display four orders per page; if you wish to view more, scroll to the end of the list and select next page to view more orders. If you still do not see your order contact your Account Manager.

 

Account Details

Who is my Account Manager?

You can see the name and contact information for your account manager by logging into the portal, selecting Toolbox > My Account and then clicking on Account Settings in the left hand navigation.

What if I have a Collins representative?

You are encouraged to continue to work with your representative, but you will still be assigned a Spellbinders Account Manager.

Can I have more than one email on my account?

Unfortunately, because the system uses email addresses as your unique identifier, only one email address per account is allowed.

How do I change my email on file?

You can update your email, phone number, and password in the Account Settings under Toolbox > My Account.

Can I change my Password?

Please click HERE to receive an email to reset your password.

Where do I edit/add an address to my account?

You can have multiple ship-to addresses associated with your account. You can add or edit the addresses on file in the Addresses in your account, which is accessed under Toolbox > My Account.

 

Policies & Warranties

What if I received a defective item?

In the event that you received damaged, defective or lost merchandise purchased from SpellbindersPaperArts.com, please call our customer service team at sales@spellbinders.us. If merchandise includes damage or a defect, please include photographic evidence. Damaged or defective merchandise will only be replaced within 30 days of purchase (Excluding machines, which have a 1-year warranty). Proof of purchase and photographic evidence of damage along with reason for damage will be required before replacement merchandise will be sent. Shipping costs will be covered by Spellbinders if damage, defect or error was on our part. Damaged merchandise due to abuse or misuse will not be accepted. Any product misuse will be determined by Spellbinders. Spellbinders warranty policy on machines supersedes this general Return & Exchange Policy.

What is your return policy?

All sales are final.