SHOPPING QUESTIONS
How can I be sure my order has gone through?
You will see a confirmation of your order at the end of your checkout process. Confirmation of your order will also be emailed to the e-mail address provided.
How can I check my orders?
After you have received a confirmation of your order you will receive a second e-mail with a tracking number. We do not save your order details on PencilPlayPals.com
Can I modify or cancel an order?
Once an order is placed you can not cancel or modify as it will immediately be packed for shipping. You can, of course, buy extra products at anytime as they will be treated as separate orders.
Will my credit card details be safe?
Yes—see safe shopping guarantee. We use state of the art encryption, and for added safety we do not save your credit card details beyond your checkout session.
Do you except returns?
We have a no return policy. We are proud of the quality of our products and our quality control. However, if returns are requested immediately on delivery, exceptions will be made on a case by case basis.
Do I have to pay sales tax?
In accordance with state law, we are required to charge sales tax on orders shipped to states in which Whehey Publishing has operations.
When applicable, sales tax is applied to the total amount of the order— including shipping and handling— and is based on the shipment's destination state and local sales tax rates.
States that impose sales tax collection on Shipping & Handling expenses require that sales tax be applied to Shipping & Handling when the item that is being shipped is subject to sales tax.
The following states have no sales tax: AK, DE, MT, NH, OR. Tax exempt entities do not have to provide any documentation for orders shipping to states that have no sales tax.
Can I place a sales tax-exempt order?
Libraries, schools, not-for-profits, and other qualified groups and individuals may place a sales tax-exempt order once we have your tax-exempt certificate on file. Before you can place a tax exempt order you must contact us before checkout.
How does my shopping cart work?
Your Cart is a page that functions as the shopping basket for the items you want to buy, displaying all the items you've added to it. You can access your cart by clicking the shopping cart icon found in the upper right corner of most pages on our site.
How long will items stay in my Cart?
Items will remain in your Cart during your shopping session. They will not be saved in your cart for a return visit.
How do I remove items from my Cart?
Simply click the "Remove" link next to the item you wish to remove.
Can I add to, or cancel an order I’ve already placed?
Our fulfillment process starts immediately after you’ve placed your order. Therefore, it can not be recalled or changed once an order has been placed. It is therefore important to check your order summery in checkout before committing to your purchase. If you wish to add to your order you can, of course, place another order—but it will be treated as a separate order.
Will my order be replaced if my package doesn’t arrive?
We can not be held responsible if the USPS or any mail carriers misplace your order.
You should contact the carrier involved should your package not arrive, or if the package arrives damaged. We do make sure all our products are packaged securely so as to arrive in the condition you would expect.
How do I purchase something?
You add an item to your cart by clicking the “Add to cart” icon. You will then be taken to the cart page where you can begin the checkout process—or continue shopping if you like. If you continue shopping you will see the number of items you’ve put in your cart at the top of the page under the cart icon button, and can return to your cart at any time by clicking the cart icon button.
Click the "CHECKOUT" button on your cart page and you'll enter our checkout process. If you have an account, you can sign in—if you haven't done so already. If you wish, you may complete your order without having an account. Signing in speeds up your checkout process by filling in your address details for return visits. It also makes you eligible for any future promotions should they be offered.
Do you offer gift-wrap services?
No, we do not offer gift wrapping. However, you can include a free personal note with your order. This option is available to you during checkout.
PAYMENT
What are my payment options?
You have the choice of paying with either a credit/debit card, PayPal or a mail-in payment—containing a check/money order. Please note: when mailing a payment we will not ship any product until your payment has been received and cleared.
We do not except phone orders at this time.
Will I be charged when I click on the cart button?
No. You will be charged only once you have completed the checkout process.
Your credit card will be charged only when you've filled in your credit card details and clicked the “PURCHASE” button.
Your PayPal order will only be complete when you have returned from Paypal and continued through the pencilplaypals.com checkout to see your confirmation.
Your mail-in order will only be complete when your payment has been received and cleared.
Mail-in payments
For mail-in payments simply proceed through the checkout and click on the snail-mail button . We will e-mail you an order form listing the products you have requested. Print out and return this to us with your payment—either as a check or money order. Please use our contact page if you have further questions regarding mail-in orders.
Please note: We will not ship any product until your payment has been received and cleared.
Why did I receive a declined credit card notice?
We were unable to receive authorization from your bank or credit card company. Reasons for the decline include: insufficient funds, incorrect billing address or expiration dates, incomplete or inaccurate number. If you received a declined notice, please contact us.
ACCOUNTS
Do I need an account to shop?
You do not need a PencilPlayPals.com account to shop online.
What is the benefit of registering?
Registering allows you to get through checkout more quickly—by storing your name, address and email details—and makes you eligible for any future promotions. It also allows us to send you advance details on new products.
I've forgotten my password. How can I retrieve it?
If you forget your password, click the "Forgot Your Password?" link on the sign-in or account pages. We'll ask for the original email address that you used to create your account and send you an email with instructions for resetting your password.
SHIPPING QUESTIONS
When will my order be shipped?
Our warehouse is notified immediately your payment is received through the PencilPlayPals.com website. For books, you will receive a delivery tracking number—usually within the same day depending on the time of your order.
Orders are processed on a daily basis up to cut off time of 1600 MST. Orders are processed the day of receipt and shipped the next day unless specified Express. In the case of Express orders need to be received before 1400 MST. We do not ship on holidays. The time and day that you place your order may affect when your order is ready to ship. For example, an order placed Saturday afternoon may not ship until Monday morning.
Please Note: Tracking numbers for framed and canvas prints may take a little longer to arrive, but this does not mean there is any delay with the shipping of your purchase.
How is shipping and handling calculated?
Shipping and handling for books:
To cover our costs, shipping and handling for books starts at $3.99 and is then calculated on a per pound basis.
Shipping and handling for framed and canvas prints:
The shipping rates for our framed and canvas prints are calculated separately to other items on PencilPlayPlas.com and are calculated on the amount spent on them.
In order to ensure our framed and canvas prints arrive to you as beautiful as they leave our workshop a lot of effort goes into custom packaging and shipping— which is reflected in the costs involved. (We wish they were as easy to ship as books.)
Shipping and handling for framed and canvas prints only start at $21.95 for purchases of up to $125. $24.95—purchases from $125.01-$150. $27.95—purchases from $150.01-$175. $29.95—purchases from $175.01-$200. $31.95—purchases from $200.01-$225. $33.95—purchases from $225.01-$250. $36.95—purchases from $250.01-$275. $38.95—purchases from $275.01-$38.95. Over $300 add 12%
NON-US CUSTOMERS
Do you ship to non-US customers?
We are happy to accommodate international customers (books only—no framed or canvas prints) but do not process payments for international customers through the pencilplaypals.com checkout.
This is what you should do. Go to our contact us page and list the books you would like to purchase with the address and country you wish them shipped to. We will calculate the shipping—which starts at around $12 for a book to England for example—and email you an invoice. Print out and return this to us with your payment—either a check or money order (American dollars only). Alternatively, if you want to pay through paypal, we will email you the paypal email address to send your payment to. Just go to PayPal.com to sign up for an account. Your currency will automatically be converted to dollars when making a payment through this service.
PLEASE NOTE: We will not ship internationally until your payment has been received and cleared. Thank you very much for your understanding.
WHAT IS THE PENCIL PLAY PALS CLUB?
The PencilPlayPals Club is a FREE web based club recommended for children aged 3 to 10 years old—although older children may also find many fun activities they’d enjoy. Through the activities included we hope to encourage and inspire children to write and draw.
We believe strongly that computer activities should supplement—not substitute— the traditional activities children can learn so much from. Writing, drawing, and many arts and crafts can open up a child’s imagination. And all they need to get started are some pencils and paper.
For more information about The Pencil Play Pals Club click on the parents button on the PPP Club homepage.
