F.A.Q. (Frequently Asked Questions)


Technical Support:

Shipping and Order Support:

Do I need to register to purchase products?

Yes. You can browse our store freely without registering, but you need to register in order to checkout products.

Does my registration get disabled after a set amount of days?

Yes and no. Each member is given 30 days to try out the site, but if you show no activity in those 30 days then your account can be suspended or remvoed off of the system for inactivity or for other reasons. If this is the case, please contact technical support. Note that we reserve the right to approve or disapprove members for any number of reasons.

I was taken off of the membership list. I cannot login anymore. What happened?

Each approved member registeration is 30 days free trial. If you do not purchase products within the 30 day time window or have a bad standing based on inaccurate member information (such as not a real customer/spam) then your account can be suspended or removed with or without prior notice.

I experienced an error on the website. What are the steps needed to report them?

When reporting errors, please be specific about the error in any way that you can. For instance, if you notice that you cannot get passed a checkout screen, then email us a screenshot of the checkout screen instead of just saying "you cannot get passed the checkout screen." This is very hard for us to figure out where the problem is. Just because you experienced the error doesn't necessarily mean that we also experienced the error and/or aware of the error's existence prior to yours because anything could and will go wrong when working with thousands of moving parts.

With all errors we have to simulate the same experience to figure out where to look. It is the same as if you brought your car into a shop and the technician asks you a series of questions to isolate where the problem lies. Your car technician needs to know what you experienced, otherwise, they will have to look over thousands of components... your car technician will then test drive your car and do routine checks and if they cannot experience the same error as you do then they cannot help you; which likely the error you experienced could be something else entirely. An ecommerce website has tens of thousands of scripts and thousands of files to look over. The web technician may not even be aware of a bug unless it is triggered by an action unseen in the testing phases.

To better assist us. Please explain as much detail as you can remember. What would help would be to report the product names, quantity and steps you took to trigger the error. Furthermore, not all issues are actual issues caused by the website; your computer and the browser could be the problem. Refreshing your browser's cache and restarting your computer can solve most problems. Try to also use other computers and devices. If time permits, a simple google search on the issue can remedy user problems experienced. Technical problems on websites are not a new thing and they are prone to failure both external and internal. Systems are not perfect, so please be patient and we will work with your case by case.

I get an error code 10554 or 10555, what happened?

That error code refers to when the billing address you entered does not match what is on file on your credit card's billing address. The information of your address, State, name and zip code must all be correct otherwise you will receive that error. Please double check to see if your billing address matches the credit card's billing address. The billing address can be different than the shipping address.
See Reference

Also, because our credit card billing checking system is set to strict validation- you may get this error even when you believe that your information is perfectly correct. Ensure that you use the same abreviations or shorthand wording that you used on your credit card billing information. When in doubt or when you cannot get passed this error message, please do one of two things:

1. Use paypal payment option. Because paypal's billing address is validated on paypal's end, we do not require to validate your billing address on our end.

2. Use a different credit card, ideally, with a different billing address or an address you are positive it is correct. You may even need to contact your credit card company to know what you used (we all 'know' our address... but, don't assume that the information stored on a credit card billing address is acurate in its spelling.)

Needed or missing features on the website.

The website is continuously being enhanced and re-worked on so if you experience a feature you need please do not report this as an error on the website. We are happy to take in consideration needed features.

A color I needed is not there

If there is a missing color, then please email our team and indicate what that color is and what brand for us to check and add if required. It is also likely that the color is out of stock.

There was a technical feature that I wanted on the website. Without this feature, my shopping experience is unsatisfactory.

We apologise for this experience. We are continually improving the website to make your shopping experience better. Please keep in mind that updating with new or expected features is always a possibility but it may take some time before implimenting updates.

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

Our goal is to offer the best possible prices on 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.

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.

This is the same as "error code 10554" as explained above in this webpage.

I have tried to place an order 3 times using PayPal and getting errors.

We do not accept Guest orders. You must be logged in in order to proceed to checkout. The reason why Paypal is potentially providing errors is due to the fact that you are not logged in the first place. If you continue getting errors, make sure that your logged in properly on our website and on paypal. Due also try other browsers and restart your computer before reporting this error to us.

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, 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]