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FAQ

Q: In what time zone does Simon Says Stamp operate?
A: Simon Says Stamp warehouse and offices are in Columbus, Ohio and we operate on EST (Eastern Standard Time).

Q: How can I view the status of my order?
A: It is easy! Scroll to the bottom of any page on our site and select the 'Track an Order' option. Fill in the requested information and you will receive your status.

Q: Can I use two promotion codes for the same transaction?
A: No.

Q: Why hasn't my order shipped?
A: Your order may be held up by a reserve or a preorder item. If you ordered a reserve or a preorder the entire order will be held until that item is in stock. If you have specific questions about an order, please feel free to contact us at [email protected] We are available to assist you 7:00 a.m to 3:00 p.m EST.


Q: How long does processing take before an order is shipped?
A: We strive to ship all in stock orders in 3-5 business days. Depending on timing, many orders are shipped the next day and some are even shipped the same day. If you have ordered a reserve item, the order will be held until that item arrives to ship complete. Reserve items have an estimated arrival date in their listing details.


Q: How do I redeem my Simon Says Stamp e-gift card?
A: During the check out process, there will be a drop down box on the payment page. In the drop down box you can select your payment method. If you are redeeming your gift card, select the gift card option. Then enter the gift card number in the gift card number box. If a balance is still owed to complete your order after the gift card is redeemed, you will then be prompted to choose another method of payment to finish your purchase. If there is no balance owed after the gift card is redeemed then you will be prompted to review and submit your order.


Q: Why do I get a message that there is a problem with my payment at checkout?
A: This message typically means that the payment method is being declined. However, it may also be related to expired or cancelled credit cards saved to your account, especially if the expired or cancelled card is set as your default payment method. To prevent hang-ups during the payment stage of the ordering process, it is best to remove old saved payments from your account when they are no longer being used for placing orders. This change can be made by visiting your payments page within your account details.


Q: How do I update my saved payment information in my account?
A: The easiest way to make this update is to delete the old saved payment information from the payments page within your account. When placing your next order, save the new card information during the checkout process. Just be sure to log in and also keep the box checked for "Save Your Payment" while entering your card details, and then submit your new order.


Q: How can I access my account if I have forgotten my password?
A: When you are prompted to log in, you may select the "Forgot Your Password?" link on the login page. This will prompt the system to email you a temporary password that will give you access to sign in. If you select that link more than once, be sure to use the very last temporary password that was sent to you. Each time the link is clicked, the new temporary password that is sent will cancel the previous password. Once you get into your account, you will need to update your password to something permanent and easily remembered. This change can be made within your profile details. Note that the new password will need to be between 620 characters, with one capital letter, one lowercase letter, and one number. The password is case sensitive. Be sure to take note of the updated password for future reference.