Got a question? Below is a list of the ones we're asked most frequently, organized by topic. If you still can't find the answer you're looking for, please feel free to contact us.
Your TE Account
Q: How do I create a TE Account?
A: Visit our Sign-In page and click on the "Create an Account" button in the New Customer box.
Q: What if I forget my password?
A: To request an email to reset your password, visit our Sign-In page and click on the "Forgot Your Password?" link.
Q: How do I sign up for the TE Newsletter?
A: Click here to subscribe to our weekly newsletter.
Q: How do I sign up for the Crafty Points rewards program?
A: You are automatically signed up for the Crafty Points rewards program when you create a TE Account (and you earn 20 points!). To view your Crafty Points balance, order a discount coupon, refer a friend and more, you must be logged in to your TE Account.
Payment
Q: What types of payment do you accept?
A: We gladly accept Visa, MasterCard, Discover, American Express and PayPal. We also have partnered with Afterpay to offer a buy now, pay later option. If selected, you can choose to pay for your order in four equal installments.
Q: How do you keep my credit card information secure?
A: Our customers' privacy and security is a top priority at TE, and we take any and all security concerns seriously. To ensure we are using state-of-the-art processes and the latest technology available, we use industry-leading platforms, including Amazon Web Services for website hosting and PayPal for payment processing. When you place an order, your credit card information is passed directly to our trusted payment gateway partner through SSL encryption standards and remains encrypted at all times. At no time do we have direct access to payment information, and TE never stores any customer credit card information.
For more information on the data we collect and how it is used, please see our Privacy Policy.
Q: Why am I getting an error message when I try to check out?
A: Most of the time, an error message at checkout is caused when there is an item in your cart that is out of stock. If that is the case, there should be a banner that tells you which item you need to remove from your cart. Once the item is removed, you should be able to proceed to checkout.
Q: Do you collect sales tax?
A: Sales tax is applicable to residents in the following states: Alaska, Arizona, Arkansas, California, Colorado, Florida, Georgia, Hawaii, Indiana, Iowa, Illinois, Kentucky, Louisiana, Maryland, Michigan, Minnesota, Missouri, Nebraska, Nevada, New Jersey, North Carolina, Ohio, Pennsylvania, South Dakota, Tennessee, Utah, Virginia, Washington and Wisconsin.
Q: Where can I find discount codes or information about promotions and sales?
A: All special offers and discount codes are published in the TE Newsletter and on our social media pages.
Coupons & Discounts
Q: How do I redeem a coupon or discount code?
A: To redeem a coupon or discount code, click on the "Add Coupon" link on the Your Cart page or Checkout page, enter the code and click "Apply." If the code is active and your order is eligible for the specific coupon or discount, you will immediately see the dollar amount subtracted from your subtotal. If the coupon or discount has expired or your purchase is not eligible, you will receive an error message.
Q: Are there items I cannot purchase with a coupon or discount code?
A: Coupons and discount codes may not be used to purchase TE Gift Certificates. If other exclusions apply, that information will be communicated when the coupon or discount is promoted.
Q: Can I use more than one coupon or discount code on a single order?
A: Unfortunately, no. Our system does not currently allow you to enter more than one coupon or discount code per order (this includes coupons generated to redeem Crafty Points).
Q: What terms and conditions apply to coupons and discount codes?
A: If there are special terms and conditions for a coupon or discount code, including if specific redemption dates or additional exclusions apply, that information will be communicated when the coupon or discount is promoted.
Standard Exclusions: TE Premium Ink "I Want It All" Bundles, TE Liquid Watercolor "I Want It All" Bundle, BrushmarkerPRO Mega Box, Memory MISTI Precision Stamp Tool, Mini Minc Foil Applicator, Piñata Alcohol Ink "I Want It All" Bundle, OLO Marker Collections, and any products released within 30 days of promotion.
Additional Terms: Offers are subject to product availability, and no rain checks will be issued. They cannot be redeemed for gift card purchases, used on prior purchases, or combined with any other offers. Other restrictions may apply. Offer has no cash value, and we reserve the right to modify or discontinue them at any time without notice.
Q: What are TE Bonus Coupons?
A: TE Bonus Coupons are offered during specific promotions throughout the year. Any customer whose purchase meets the criteria stated during the promotion will earn a Bonus Coupon for every eligible order he/she completes. Bonus Coupons are issued without charge at the discretion of Taylored Expressions. No fees apply to Bonus Coupons.
Q: What terms and conditions apply to TE Bonus Coupons?
A: The following terms and conditions apply to all Bonus Coupons:
- Bonus Coupons are only redeemable during the stated promotion dates and cannot be combined with any other coupon, discount or offer.
- Customers must be logged in to their TE Account to redeem a Bonus Coupon. If a customer does not have a TE Account, he/she must create one prior to checkout in order to redeem a Bonus Coupon.
- Bonus Coupons are not valid toward the purchase of TE Gift Certificates.
- Bonus Coupons are good for one use only. Any remaining value after using a Bonus Coupon once will not be redeemable.
- Any balance remaining on a Bonus Coupon is non-refundable and not redeemable for cash or store credit.
- Bonus Coupons will not be replaced if lost, stolen, destroyed or altered.
- Use of a Bonus Coupon constitutes acceptance of these terms and conditions.
Orders
Q: Where is my Order Number?
A: After you have placed an order, your Order Number will be listed at the top of the Thank You page and will be included in the subject line and the body of your order confirmation email. If you were logged in to your TE Account when you ordered, the Orders tab in your Account Profile will also list your order history by Order Number.
Q: When will my order ship?
A: We pride ourselves on our quick order turn-around, and typically will ship orders of in-stock items within 1-2 business days. During peak times (e.g., new releases, site-wide sales), it may take longer for orders to ship. Please note: if an order contains an item that is out of stock or has not yet been released, we may split-ship your order and send the in-stock items right away, or we may hold the entire order until the out-of-stock items are available. In those situations, to ensure your in-stock items ship immediately, you may wish to place two separate orders.
Q: Can I change or cancel my order after placing it?
A: We understand there are times when customers want to add to an order that has recently been placed. Due to the speed at which our shipping team operates (they are blazing fast!) as well as the technical restrictions of our e-commerce software and payment processors, we are unable to edit orders once they have been submitted. We encourage US retail customers who want to purchase additional items to place a second order and strive to reach our free US shipping threshold of $50, one of the lowest in the industry.
Please note: If you selected to pay for your order with Afterpay, we will not be able to modify it for you (e.g., add/remove items). Instead, you will need to place a new and separate order for any items you wish to add. You may also contact us to cancel your initial order so you can place a new, updated order if you still wish to use Afterpay.
Q: Can I combine two or more orders for a single shipping fee?
A: Whenever possible, we will try to accommodate requests to combine orders. However, there are situations when it becomes impossible for us to combine orders and still maintain our quick shipping standards. During these times, we reserve the right to ship orders separately and according to the shipping method selected at checkout. If we are able to combine orders, we will automatically issue you the appropriate refund (if applicable).
Q: What are pre-orders and how are they processed?
A: Taylored Expressions will sometimes offer customers the ability to pre-order items. The restock date shown on the product listing is the date we expect the inventory to arrive at our warehouse for shipping. Please note the following before placing your pre-order:
- Pre-orders are filled on a first-come, first-served basis.
- All pre-orders are charged immediately at checkout and shipped as soon as they become available.
- We offer our absolute best guess as to the restock date for inventory, but sometimes items can get held up in production, quality control, border customs or any other number of situations. Estimated dates are subject to change.
- You may cancel your pre-order at any time before we ship the item for a full refund. To do so, please contact us.
- If you place an order that contains both in-stock products and pre-order products, we reserve the right to hold your entire order until the pre-order item becomes available.
Shipping
Q: Do you have a local pick-up option?
A: Yes! If you select the Store Pickup shipping option at checkout, your order will be picked and held at our Customer Service desk in our Ankeny office (1955 SE Oak Dr. Suite 1, Ankeny, IA, 50021). You may pick it up during our standard business hours (Monday through Thursday, 8:30 a.m. - 4:30 p.m.; Friday 8:30 a.m. - 3 p.m.).
Q: How do I track my package?
A: Once your order ships, it will be assigned a tracking number and that number will be emailed to you.
Returns/Refunds
Q: Can I return an item?
A: Taylored Expressions strives to provide you with the best quality products and services because your satisfaction is important to us. If you are unsatisfied with your purchase, we will accept returns within 30 days of delivery. To make a return, please follow the steps outlined in our Return Policy.
Please note: If you purchased the item(s) you would like to return with Afterpay, you must contact us since Afterpay will only accept refund requests from merchants, not customers. We are unable to process refunds to a different payment method or issue store credit for returns on items you purchase using Afterpay. More information about returns/refunds can be found on the Afterpay website.
Q: Is there a refund policy if I need to cancel my registration for a TE Studio Class?
A: We understand that there are times when you register for a class and decide you need to cancel. Because our classes are limited in size and require staff time for material prep, we ask that, if you need to cancel, you contact us as far ahead of class as possible. If you contact us at least 48 hours in advance of the class start time, we will provide a full refund of your registration fee. We will not refund your fee nor provide the $5 shopping voucher if you cancel with less than 24 hours notice or do not show for class.
Other
Q: Does TE have an Angel Policy?
A: Yes! We are happy to be an Angel Company that grants limited licenses to artists who wish to sell their hand-stamped and/or die-cut creations using Taylored Expressions images for the purpose of creating craft projects for sale. For more information, see our Angel Policy.
Q: What are the Terms & Conditions of using your website?
A: Complete details about the Terms & Conditions associated with tayloredexpressions.com can be viewed here.
Q: What is the status of the Taylored Expressions Mobile App?
A: After careful consideration, we have made the decision to retire the app. Beginning Tuesday, October 8th, 2024 you will no longer be able to purchase through the app. We believe this is the best step to ensure you have a smooth and consistent shopping experience with us. The app has presented a few challenges that have made shopping through the app less convenient than we strive for at TE. Our priority is to provide you with the best possible service, and we feel that discontinuing the app is the right move to achieve that goal.
Once retired, the Taylored Expressions mobile app will no longer be available on the App Store or Google Play. The app will remain on your device unless you delete it, but you will no longer be able to purchase through the app. We encourage you to visit our website directly on your desktop or with your mobile device for the best shopping experience.