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FAQ


Are your online prices the same as your in-store prices?

Our goal is to offer the best possible prices on carpediemmarkers.com as well as in our Carpe Diem stores. Sometimes an online price will not match a price that is offered in your local store.The local price may require additional handling, may not be available or may have other factors that influence the price difference from the online price. Many of our sales are strictly for our online stores.

Do I need to register?

Yes and no, you can browse our store freely without registering and even checkout as a guest. You may also register, which allows you to more easily follow and create future orders.

How do I update or access my account?

You can login into your account by using the “My Account” link at top of the screen then you can modify your information.

What do I do if I forget my login/password?

If you are having trouble remembering your password you can click on the “Forgot Password?” link just underneath the user login form. You will then be asked to enter the email address used to create your account and a password reset link will be sent to you at that email address. (Be sure to check your junk/spam folder as well.)

Is your credit card processing secure?

Yes! Our site is secured by Paypal and godaddy SSL. You can see our official seal at the bottom of the website..

Do you charge sales tax?

We charge sales tax for customers who are in California.

How do I know what my shipping charge is?

You will be asked the shipping method and it will also display the charge for that particular shipping method. You may also use our shipping calculator to estimate your shipping charge.

More about our free shipping here.

What payment methods do you accept?

Currently we accept Visa, MasterCard, and paypal. If paying by credit card, take notice that we verify card information when we begin to process your order. Please note that any order may be placed on hold if we are unable to verify your card information. Please review your card information prior to submitting your order.

Why am I getting an error when I submit my order?

The most common error that occurs when placing an order is that the card holder information does not match the Billing address provided. For security, both the Billing Address and the card holder information have to match or our gateway will prevent the order from being placed.

What shipping methods can I choose?

Right now we offer Fedex Ground, FedEx 2Day®, FedEx 2Day® A.M., Fedex Express Saver, Fedex First Overnight, Fedex Priority Overnight, Fedex Standard Overnight,  3 Day Select, Second Day Air, next day air, and our flate rate shipping.

Do you ship international?

Unfortunately we are unable to accept credit cards that are issued by foreign banks or international accounts as the customer billing and shipping address information cannot be verified. Complete verification is required prior to approval of any order placed through the website.  We currently ship only to the continental US.

When is my credit card charged?

Your credit card will be charged when we begin processing your order. Please note that any order made be placed on hold if we are unable to verify your card information. Please review your card information prior to submitting your order.

How fast do you process my order?

We will process your order as soon as possible, but please allow minimum 3-5 business days to fill your order. For orders to be considered for  Expedited service like overnight, 2nd-Day and 3-Day, the order must be received by 1PM Monday-Friday (Business days only). No pick and deliveries will be made Saturday & Sunday.

What is your refund policy?

We will accept any item that is still in the original sealed and unopened packaging, however we will charge a 25% restocking fee. Any item that is not sealed by the manufacturer as well as any open stock items are non-refundable (open stock being items that are sold individually and not packaged by the manufacturer).

Items included but not limited to are markers, pens, paper products, wood products, glues, modeling products (scaled trees and people), power tools, portfolios line etc. If an item is defective, please see our defective product policy. Please email us for RMA number before returning your items. We will not accept parcels mailed to us without an RMA number or after 30 days. If you are unsure about a particular item, please email us and we will be more than happy to address your concerns. We reserve the right to refuse the return of any merchandise that does not meet return requirements. Refunds are made at our discretion.

How do I exchange defective product?

Please report any defective product you have ordered thru our online store within 5 days of receiving your products. Whenever possible please photograph the defective item/s and email us with your order number. We will issue a call tag to pick up the defective item and a replacement will be sent out once we receive the defective product back. To save time , we can bill you for the replacement , and once we receive the defective product we will issue you a refund in the same payment method you paid with for the replacement. We must receive the defective product back within 10 days from the reported date. Any products received after 10 days will be returned to the sender at the senders expense.

Do you ship to an address other than my billing address?

Yes, Carpediemmarkers.com allows you to ship to an address other than your billing address anywhere in the continental United States. However, we do require that you provide us with a billing address that matches your card company's records. We recommend you contact your card company to update them with your approved secondary ship to addresses. Please note that any order may be placed on hold if we are unable to confirm the billing and/or shipping address. Please review your billing & shipping address prior to submitting your order.

Can I order over the phone?

Currently we do not take orders over the phone. We want to ensure order accuracy and to do so, we ask that our customers place the orders through the website so they are able to review, double check, and confirm their order is accurate before submitting to us.

How do I contact you?

You may email our customer support at [email protected]