SHOPPING

1. What are your hours of operation?
Because we are on online store, we are open 24 hours a day, 7 days a week.

2. How do I shop at Scrap-n-Crop?
First, you need to be register to be a user on the site. You can register for a user account HERE.
 
After registering, you need to login before shopping. As you go through our products in the shopping section, you'll see Add to Cart buttons for the products in stock. If you do not see the Add to Cart button, the product is most likely out of stock. You can also view more details of the product by clicking on the View buttons.  After clicking Add to Cart, the product will then be in your shopping cart, ready to be checked out when you are done with your shopping.

When you're all done shopping, click on 'checkout' located at the top right of each screen. If you wish to pay in another currency apart from the default Malaysian Ringgit, please change the currency denomination (located on the top right hand corner).

On the checkout screen, you can update the addresses and/or quantities of the products in your cart. When you're ready to checkout, just click 'Checkout' at the bottom of the screen. Then proceed to fill/update any details before clicking on Next.

On the shipping page, please select your shipping provider. The self collection option is only provided you opt to collect your shopping during our designated OPEN DAYS (new dates are published in our blog). You can use Flat Pack options for Papers and flat items such as rub ons and stickers. Please use Large Parcels for other bulky items. You will find that our shipping rates have been subsidised. 

Next, please check your orders and shipping details on the Order Summary page, if you have a discount code to use (which we send via newsletters on any promotions or if you are a loyalty customer), fill in your discount code here. Otherwise, just click next.

Lastly, on the payment page, please fill in your payment details (online transfer, cash deposit or paypal). The Credit Card option is only for walk in customers during open days.

Finally click on the bottom bar to complete your purchase.

You have now completed your purchase and our customer service officer will be in touch with you regarding your order to check for stock availability before emailing you the final invoice for payment. If you have paid by Paypal, we will refund you for items that are not available.

3. I have a problem with my checkout cart / account? What do I do?
Please email admin@scrap-n-crop.com for assitance.

4. I would prefer to visit your store. Do you have a physical store?
We do have customers who prefer to touch and feel the items before purchasing. At the moment visits are during our designated open days only. These dates can be found in our blog - scrap-n-crop-mmunity.blogspot.com.

PAYMENTS

1.What forms of payment do you accept?
We accept payments in Malaysian Ringgit, Singapore Dollar and Australian Dollar through bank deposits and Paypal payments for credit cards.We do not accept cheques or money order due to the high number of non-paying orders we receive via this method. Please wait for a confirmation email from us to allow adjustment in your invoice for actual shipping charges as well as making sure items are in stock before you proceed with your payment.

2. I am not able to locate an RHB Bank / Malayan Banking/National Australia Bank / DBS Bank. How do I make online payments?
We accept bank deposits for RHB Bank, DBS Bank and National Australia Bank. These can be done through online 3rd party bank transfers or physical cheque bank ins. Our bank details will be sent to you via the email confirmation you will receive after we confirm your order. Please email us your bank-in slip or confirmation transfer to expediate your order. Because we are a propriety limited company we do not have online access to our bank account.

3. I prefer to use my credit card. How do I make payment with my credit card?
For security , we accept credit card payments via Paypal or only when you walk into the store. Please register at www.paypal.com for an account.

4. My location and currency denomination is not listed on the site. Can I still make purchases?
Yes you can, you will just have to pay via Paypal and change the currency denomination to either USD or SGD. Please notify admin@scrap-n-crop.com if you fail to see shipping options to your country.

Please take note:

Cut Off times are below:

1. For your order to be processed the same day, please submit your cart by 5pm.

SHIPPING POLICIES

1. What are your postage rates?
We ship our products internationally by airmail using Malaysian Post. We encourage courier shipping for  Malaysian orders due to large incidences of lost items. All shipping rates have been subsidised by us for the benefit of our customers. Postage rates can be seen and estimated upon adding your purchases to the shopping cart.

FREE Shipping will be provided for regular priced purchases of RM 250.00 and above for the first 1kg

This means it's FREE Shipping for the first kg for purchases that exceeds RM 250.00 per cart/order/shipment within Peninsular Malaysia, and

FREE Shipping for the first 300gm for purchases that exceeds RM 250.00 per cart/order/shipment in East Malaysia

2. I prefer to use other shipping arrangements or collect the items personally.
If you require special shipping arrangements or would like alternative shipping options, kindly contact us to make the necessary arrangements.

3. How long will it take for my goods to arrive?
Please allow up to 24 hours for Malaysian courier deliveries and 2 weeks for international deliveries. We will not be held responsible for packages that are lost, stolen or damaged if they are not registered and insured.  Scrap-n-Crop is not responsible for incorrect addresses used when placing your order. If you have inadvertently used an old address or incorrectly entered a number, etc., we will make every effort to assist you where possible. Any additional postage incurred for special arrangements will be billed to you.

4. It has been 2 weeks and I have still not received my order. What can I do?
Please email us at  admin@scrap-n-crop.com. If you have chosen shipping arrangements such as courier or large packages, we will have the tracking no. to check on your purchases.  

RETURN POLICY

1. My items have been wrongly sent. What do I do next?
For incorrect orders, you would need to inform us within 48 hours of receiving your order for us to rectify the orders. We will either replace the items or issue a refund if advised within the claim period above. Authorisation for exchange, refund or credit must be made with us via email, prior to you sending back the items.

2. My items are damaged in transit? Can I replace them?
We make every effort to ship the items in the safest possible way. If items are damaged we would need you to provide proof of damage. Please return the items in the original packaging.

3. I have made a mistake in my shipping address. Do I get a refund?
If you have provided us with the wrong order or with the wrong address, we will not be responsible for losses as a result of this, so please make sure you have thoroughly checked your address and orders before final check out. 

LOYALTY PROGRAMME

1. I intend to purchase an item in huge quantities. Do I qualify for a discount?
For regular customers, we do have a loyalty programme. Our loyalty programme is to reward and incentivise our frequent customers.

2. How does your loyalty programme work?

9. Can I transfer my points to another user?
No.

10.Will items on sale qualify for the points?
Yes, it will. So stock away when there is a sale!

WEBSITE CONTENT

1. Why does the product look different online?
We source for product images from the distributor or manufacturer of the product. Due to the scanning process and your screen resolution, colours of products may vary slightly from colours on the site. This site is best viewed at a minimum screen resolution of 800x600, using at least 16 bit colour.

2. I would like to use some of your images. Do I need permission?
All information including images of products is copyrighted to Scrap-N-Crop or their respective owners. They may not be used or reproduced without written consent.

3. I noticed a mislabelling or mispricing on the product. Am I entitled to the mispriced error?
If there are any miscommunications or errors in the website content, Scrap-N-Crop reserves the right to make the final decision.

BUSINESS POLICY

1. Your pricing is fantastic. Why are you able to price so low?
Because we are run by volunteers and family members and located 20 minutes away from the city we are able to save on rental and other fixed expenses. We try our best to keep our prices as low as possible. All prices are subject to change in accordance with current foreign exchange rates and other commercial factors. We work hard to deliver cost competitive products to the customer.

2. Is shipping already included in the listed prices?
All prices are indicated in the currency you have selected. Postage and handling cost are not  included in the listed prices and will be added to your total order only upon check out.

3. What is your business policy?
In line with our work to create awareness of brain injury children, we prefer to work with suppliers who contribute and work for charitable causes. We make every attempt to also hire staff from families with brain injured children.

4. I love your Design Team work and would like to apply for a position.
We encourage DT applications worldwide. Kindly email a copy of your work to admin@scrap-n-crop.com and list down your involvement in other scrapbook communities and previous DT experiences.

PRIVACY POLICY

This privacy policy explains how we use any personal information we collect about you when you use this website.

What information do we collect about you?

We collect information about you when you register with us or place an order for products or services. If you choose not to give us your personal information we may not be able to complete your registration or provide you with the products or services you would like. If you voluntarily complete customer surveys, provide feedback or participate in competitions run by Scrap-n-Crop and all its related websites, blogs and social media groups,  we may also collect information about you. We also collect website usage information using cookies.

If you are not comfortable with the uses of your personal information as set out in this privacy policy, we request that you do not use the website.

How will we use the information about you?

We collect information about you to process your order and manage your account. Upon your approval for allowing us to send you marketing information, we will also contact you about special offers, events and other products and services we think may be of interest to you.

We use your information collected from the website to personalise your repeat visits to our websites using cookies. Each time you use the site we’ll also collect information including domain name/IP address, referring URL, browser and platform, time of visit, pages visited and any searches performed – this information may be used to help us improve the performance of our website and for assessing the suitability of or requirements for certain services.

We may monitor and record telephone conversations with you and use them for staff training, quality and security purposes.

Will we pass your information to anyone else?

We may share your information with the following:

• other companies within Scrap-n-Crop and certain third parties who provide us with services. These group companies and third parties will only use your information to provide these services or help us to improve our website or services. They will do so as our data processors and will handle your information on our behalf and in accordance with our instructions. These companies include but are not limited to e-mail providers and analytical websites. Some of these third parties may be based outside Malaysia and your information may therefore be transferred and handled outside Malaysia;
• credit reference agencies and other similar companies, in order to carry out credit reference searches, for fraud prevention and to pursue debtors, and we may also obtain information about you from such companies for these purposes;
• any companies or people that we might in the future sell our business or part of our business to.
• If you allow us to, we may share your information with other companies in the Scrap-n-Crop group for marketing purposes but we will not share your information with any third parties outside our group for their marketing purposes.

Marketing

We would like to send you information about the products and services we offer which may interest you. If you have allowed us to send marketing information to you, you may opt out at any time. If you no longer want us to contact you for marketing purposes please either click here to update your preferences or contact us by email at admin@scrap-n-crop.com.

Cookies

Cookies are tiny text files stored on your computer or other mobile or handheld device (such as smart ‘phones or ‘tablets’) when you visit certain web pages. Cookies are essential to the effective operation of our website and to enable you to shop with us online. Cookies are also used to tailor the products and services offered and advertised to our customers, both on this website and elsewhere. The information collected by cookies themselves cannot be used to identify you personally, except in limited circumstances if it is combined with other information as described below in relation to performance cookies.

Cookies do lots of different things, like letting you navigate between pages effectively, storing your preferences, and generally improving your experience of a website. If our website did not use cookies, you would appear to be a new visitor every time you moved to a different webpage; for example, after entering your log in details and moving to another page the website wouldn’t recognise you and would ask you to log in again.

Some other examples of what cookies can do include:

• saving the contents of your shopping basket as you proceed through the checkout process; 
• remembering your account log in details so you can see information relating to your orders and manage your account;
• recording the areas of our website that you have visited and for how long, as well as which products you viewed and purchased. We use this information to help us improve our website so that it is easy to use and so we can improve the services we provide to our customers. It also helps us to recommend relevant products and offers on our website.

Cookies are 100% safe. Cookies do not harm your computer, they do not contain any information that itself could be used by others to identify you personally (although the information may be combined with other information to identify you in limited circumstances as described below in respect of performance cookies) and they do not contain any confidential information, such as your email address or payment details.

At Scrap-n-Crop the cookies we use fall into three different types:

1. Strictly necessary cookies - Some cookies are strictly necessary to allow you to move about the website easily or to provide you with certain features you have requested, such as remembering your basket contents and identifying you as being logged onto the site.
2. Performance Cookies - these collect information about how you use our website e.g. which pages you visit and if you experience any errors. These cookies don’t collect information that itself identifies a visitor, although they may collect the IP address of the device used to access the site and some of the information collected may be used in conjunction with other data you’ve provided on registration if it appears you may have had problems with the site or an order. All information collected is used to help us understand how our visitors use our website, what interests our users, and to measure how effective our pages are so that we can improve how we present our content to you. These cookies help to improve the performance of the website, providing a better experience for you.
3. Functionality Cookies - these cookies are used to remember settings about choices you’ve made on the website such as the language preference you’ve chosen for the site and your marketing preferences and allow us to provide services you’ve asked to use and to improve your visit.

Some of the cookies used on our website are set by third party organisations that we use for different services. For example, we use external analytics services by specialist suppliers and these suppliers may set cookies on our behalf in order to report back to us. We may also sometimes embed video or other content from websites such as YouTube and these sites may set their own cookies. 
We use cookies to make our website easier to use and so that we can provide the best possible service. Cookies are an essential part of how our website works, and to ensure it works properly for you, we recommend that they are enabled. If you disable cookies, some parts of the website will not work. However, if you would like to disable or block cookies from this website you can do so via your browser settings.

Other websites

Our website may contain links to other websites. This privacy policy only applies to this website so when you link to other websites you should check the privacy policy on those sites.

How to contact us

Please contact us if you have any questions about our privacy policy or information we hold about you by email at admin@scrap-n-crop.com.

You may also contact us to request access to or correction of your personal information that is currently held by us, or to instruct us to cease using your personal information, either by updating your details at My Account Page or at the addresses above. However, please note that without some of the basic information we collect we may be unable to provide you with certain services.

TECHNICAL PROBLEMS

1. My cart is missing. What do I do?
If you're experiencing problems with logging in or adding items to your cart, this is most likely a problem with your cookies. Check in the preferences of your browser to ensure that cookies are not blocked.

2. How do I register?
Just go to Memberes Login / My Account and sign up.

3. How do I subscribe for your newsletters?
Sign up on the home page of our site.

4. How do I post messages on the forum?
Go to our forum and register yourself. From there you are free to post your messages anytime you like.

5. How do I post in the Scrap-n-Crop gallery?
To be announced later.

6. Is this site safe and secure?
We are currently in the process of signing up a secure server. We do not hold your credit card information on file as these will be held by Paypal.

7. Will my details be shared with others?
We do not share your details with any third parties for their marketing purposes. If you believe your details have been accessible by another user, please report this to us immediately. To email another member, you will have to send a private message through our forum.

ONLINE CLASSES

1. I am interested in your class downloads. How do I go about it?
Just as with any other products in store, you will have to sign up and check out the class. Details of the classes can be found on our class section.

2. Are the classes live? Where are they held?
The classes are held online at a specified time. They will be held at our forum where a specific thread is created and only paid customers can access the thread.

3. I cannot attend the oline classes at the specified time. Can I still register?
Yes you may. Our classes are detailed through either videos or step by step photos. You can access them at your own convenience after the live sessions.

4. Why are your classes so expensive?
Our teachers are very experienced and mostly located overseas. When you sign up you will have email access to them.

5. I do not need the kit provided. Will there be any further discounts?
We allow customers the option to purchase the class without the kit. There will be a USD5 refund for this option.

6. Do I have to pay shipping for the classes?
Yes, if you purchase them with a kit.

7.  I do not have the other supplies needed for the class. Can I buy them through your website?
Yes, for students who sign up for their classes, we offer a 20% discount for the supplies needed purchased with us.

OTHER QUESTIONS

1. I am new to scrapbooking. How do I start?
For a start, visit our galleries, tips & techniques, forums and blogs for more ideas. You can ask for tips from any of our forum members who will be more than happy to help.

2. How will I get information on news and promotions?
You can visit our promotions and offers area for the latest promotions. Please subscribe to our newsletter if you want the latest updates.

3. I notice on your blog that you have events such as crop parties and house sales. Where do I get information on those?
Our subscribers will be sent newsletters. Alternatively keep up to date on our blogs and forums.

4. You also hold many challenges on your forum and blogs. Do I have to make purchases to participate?
No, these contests and challenges are open to ALL scrappers worldwide. Just register yourself in the appropriate threads.