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Customer Support
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Mondays to Fridays (Excluding Public Holidays): 9AM - 5:30PM (CST)
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Technical Support
Visit the Worldwide Support Site for access to our troubleshooting articles and product tips.
Payment
- What payment methods do you accept?
- The Creative Store accepts payments via PayPal, as well as MasterCard, Visa, American Express and Discover debit/credit cards. We are also continually evaluating new payment options so that you may enjoy a greater range of payment choices in future.
- Are the prices inclusive of sales tax and customs/import charges?
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Prices advertised on the Creative Store are exclusive of sales tax and will be applicable on orders shipping to the following states:
- California
- Kentucky
- Washington
- Wisconsin
Shipping and handling charges are also subject to sales tax in these states as required by state law. The appropriate sales tax will be refunded for returned items. Local sales tax and applicable laws are subject to change at any time.
The sales tax and shipping charges will be calculated based on your order total and displayed during the Checkout process before you complete your order.
Orders placed on the Creative Store are delivered domestically and will not be liable for customs/import charges. If you are being charged for it, please contact us for assistance.
- What currency am I charged in?
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Prices advertised on the Creative Store are in the following currencies:
Countries Currency Singapore Singapore Dollars (SGD $) Australia Australian Dollars (AUD $) Hong Kong Hong Kong Dollars (HKD $) Indonesia Dollar (USD $) Philippines Dollar (USD $) Thailand Dollar (USD $) Vietnam Dollar (USD $) Malaysia Dollar (USD $) Japan Japanese Yen (JPY �) Taiwan New Taiwan Dollar (NT $) United Kingdom Pound Sterling (GBP £) Austria, Belgium, Czech Republic, Denmark, Finland, Greece, Hungary, Ireland, Luxembourg, Malta, Netherlands, Norway, Portugal, Slovak Republic, Slovenia, Sweden Euro (EUR €) Poland Polish złoty (PLN zł) United States Dollar (USD $) - When will I be charged for my order?
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We will hold the order amount in your debit/credit card. This amount will only be charged when your order has been shipped.
If you cancel your order before it is shipped, the transaction will be reversed through the payment mode which you had originally used. Please take note that your bank or card issuer may hold the order amount temporarily while this reversal is being processed. For further enquiries on this, contact your bank or card issuer.
- Do you save my credit card details?
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No, we do not. We partner with CyberSource (a Visa company) to process all online payments. When you click on “Make Payment”, you will be routed through a secure connection to CyberSource where you're required to enter your debit/credit card details. Upon completion of payment, you will then be routed back to the Creative Store website to complete the purchase.
We do not save any of your debit/credit card or bank details throughout the entire payment process.
We also use the latest SSL encryption technology, digital certificates and secure e-commerce servers and authentication tools to ensure your personal and order information are protected at all times.
- I would like to make a new purchase with a different debit/credit card. How do I change my card details?
- We do not save your debit/credit card or bank details throughout the entire payment process. If you have previously shopped with us and would like to place a new order with a different card, simply proceed through Checkout as per usual. After clicking the “Make Payment” button, you'll be routed to the payment page where you can enter the details of your preferred debit/credit card.
- My payment attempt results in a “Transaction Declined” error. What can I do?
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All online payments are processed through our partners, CyberSource (a Visa company) and PayPal. They have a strict set of criteria in place to safeguard both customers and companies against fraudulent purchases.
When this message is displayed, your card has not been charged. You may click on the button “Try Again” while attempting the following recommendations to resolve the issue:
Card-related Issues:- Check that your debit/credit card has been activated and is still within its validity period.
- Ensure that your debit/credit card details have been entered correctly.
- Try again using another debit/credit card. We accept payments via PayPal, as well as MasterCard, Visa, American Express and Discover debit/credit cards.
If the above doesn't solve your issue, we recommend contacting your bank/card issuer to find out more from them. Banks and card issuers may block transactions if the order amount is higher than usual.
Other Issues:- All mandatory fields in your shipping/billing addresses need to be completed. We recommend relying on our built-in address prompt to have these fields filled in automatically for you.
- Each address line should not exceed 30 characters in length with the inclusion of spaces.
- Telephone numbers should not exceed 15 characters in length.
- State should be entered in the format of a 2-character State Postal Code through the drop down menu.
- We only ship to destinations within contiguous United States and are unable to ship to Alaska, Hawaii, United States territories and Canada at this moment. We are also unable to deliver to P.O boxes, Packstations, hotels, motels, APO, DPO and FPO addresses.
- The billing address section is not restricted to a United States address. You may use any address outside of the United States as long as it adheres to the guidelines in length and format stated above.
Still can't seem to place your order? Please contact us for assistance.
