FAQ's

ORDERING INFORMATION/CUSTOMER SERVICE

What are your business hours?

Monday – Friday*:  8:30 a.m. – 4:30 p.m. CST

*Closed on all Federal Holidays

Where are you located and what is your contact information?

7 Bronze Pointe Blvd.
Suite B
Swansea, IL  62226
info@myscratchoffs.com
618.416.1623

What is your return/exchange policy?

While we hope you’re satisfied with your purchase, we understand that this may not always be the case (life happens!).  We want to make any return/exchange process as easy as possible for you.  Please see below for your options:

Courtesy Returns:  We ask that all Courtesy Return requests are made within 45 days of receiving the product.  All returns must be in unopened, 100% resellable condition.  Courtesy Returns will be refunded in the same method as the original payment, less a 15% restock fee and original shipping charges.  Please contact us at:  info@myscratchoffs.com or 618.416.1623 to start the process.  We will issue you a RMA (Return Merchandise Authorization) number.  Please ship back the unwanted product with the RMA number marked on the package.  All returns must be in unopened, 100% resellable condition.  Please be sure to hang on to the tracking number of the return shipment.  Your refund will be made within 1 business day of receipt of the return and confirmation of product condition.  We’ll contact you once we receive back the product and the refund has been processed.

Exchanges:  We ask that all exchange requests are made within 45 days of receiving the product.  You can exchange the product for any product we sell.  If the product you are exchanging for is more than the original product, we will send a payment link for the difference.  Contact us at info@myscratchoffs.com or 618.416.1623 to start the process.  We will issue you a RMA (Return Merchandise Authorization) number.  Please ship back the unwanted product with the RMA number marked on the package.  All returns must be in unopened, 100% resellable condition.  Please be sure to hang on to the tracking number of the return shipment.  When we receive back the unwanted product, we will send a link to pay for the new shipment, based on the shipping option that works best for you.  Once the new shipment is paid for, we will ship out the new product.

In-Store Credit:  If you like to return your product for an in-store credit, we’re happy to help.  Please contact us at info@myscratchoffs.com or 618.416.1623 to start the process.  We ask that in-store credit requests are made within 45 days of receiving the product.  We will issue you a RMA (Return Merchandise Authorization) number.  Please ship back the unwanted product with the RMA number marked on the package.  All returns must be in unopened, 100% resellable condition.  Please be sure to hang on to the tracking number of the return shipment.  Once we have received the return, we will issue you an in-store credit, less original shipping charge, to be used within 3 months of issuance.  To use your credit, please contact us at info@myscratchoffs.com or 618.416.1623.

Can't I just contact you for a pricing quote and questions?

Absolutely!  Feel free to contact us at:  info@myscratchoffs.com or 618.416.1623 or during normal business hours.  We’re open Monday-Friday 8:30 a.m. – 4:30 p.m. CST (Closed on all Federal Holidays).

Do you ship internationally?

Yes, we gladly ship internationally. At checkout choose “Add Shipping” and select “International Shipping”. Select the appropriate shipping method and checkout. Note we cannot be held responsible for international shipping transit times due to customs clearance. The customer is responsible for all customs fees and taxes* upon arrival in their country.  My Scratch Offs has no control over how long orders take to clear customs.

*USPS First Class Mail Packages to Canada will have customs/fees/taxes pre-paid.  Only Canada USPS First Class Mail will have customs fees pre-paid.  Customs/fees/taxes for all other countries/methods of delivery will be the responsibility of the customer.

Will I be subject to customs/duty fees on my international purchase?

The Customs form will be marked as “Merchandise” which may lead to additional customs fees imposed on you by the Customs Authority. Custom fees will always be the responsibility of the customer*. Please be sure to review your country’s customs/duty fees before purchasing from us.

*USPS First Class Mail Packages to Canada will have customs/fees/taxes pre-paid.  Only Canada USPS First Class Mail will have customs fees pre-paid.  Customs/fees/taxes for all other countries/methods of delivery will be the responsibility of the customer.

I'm TAX EXEMPT, can I place an order on your website?

For any TAX EXEMPT order, please email the order details, along with your current TAX EXEMPTION FORM to:  info@myscratchoffs.com. We will enter the order manually, and email you a link to pay for the order.  Any order placed on our site is subject to tax.  If you place an order, we are unable to refund the tax, so we would need to fully refund the order and place it manually.  Please contact us directly for any questions you have about the process.

SCRATCH OFF STICKERS

What are Scratch Off Stickers?

Scratch Off Stickers are stickers that you “Scratch Off” to uncover a message, prize, etc.   Please note that all of our Scratch Off Stickers are clear stickers with scratch off pigment on top.  Meaning, we cannot print anything on the sticker.  It will need to go on top of existing print.

That’s amazing! How is this possible?

Our Scratch Off Labels start off as a clear, self-adhesive sticker.  Then the super-secret Scratch Off material is put on top.  Sounds simple, but that’s pretty much it!  Keep in mind, our Scratch Off Labels come in many different shapes, sizes and colors; browse our site under “Scratch Off Labels” to see our entire lineup.

Ok….so how do I use them? And what can I put the Sticker on?

It’s pretty much like any other sticker.  Simply remove the Scratch Off Sticker from the backing and apply it.  All of our Scratch Off Stickers come on a wax paper-like material that makes removing the stickers easy!  It normally takes about 48 hours for the adhesive on the back to fully cure once you’ve applied them.

I've never used Scratch Off Sticker before. How many should I order for my project?

It’s a good rule of thumb to order at least 10% over what you need.  If you have 100 spaces to cover, and you order 100 stickers, you may be in trouble!  You can place it incorrectly, and then it’s unusable.  While we include *some* extras, we highly encourage you to order at least 10% over what you need.

Uh-oh. I put a sticker in the wrong spot and I need to remove it. HELP!!!

It’s ok; it happens to us too.  If you have just placed the sticker, you have a good chance of removing it.  The longer the sticker is on the item, the harder it will be to remove.  Take a deep breath andslowlypeel back the sticker.  If you damage the sticker or cannot remove it, it’s ok!  We always package a few extra stickers in your order.  We have tried to account for the “Whoops!” factor.

What can I use to scratch the Scratch Off Stickers?

We suggest adding our Colored Scratchersto your purchase.  You can select the quantity of Scratchers and color options when you place your order.  Coins, such as pennies and quarters, will work too (but they’re not nearly as cute as our Scratchers).  Our Stickers are durable and meant to withstand shipping conditions, so you’ll need to use something stronger than your fingernail!

Can you see through the Sticker? Is there anything it cannot hide?

We have a blackout layer on all of our stickers.  Some specialty stickers, such as our Hologram have a few super-small see-through spots, but that’s only if you hold it up to light.  Once applied, you cannot see what it is covering.  Our Zebra Security Labels also have special slits to prevent removal.

Our scratch off stickers are designed to hide/conceal print.  However, if the print is significantly raised, it may show through.  The print won’t show, but the raised outline may.  If you’re concerned about whether or not they will work for your project, you can always contact us or request free samples beforehand.

How are Scratch Off Stickers Packaged?

Here is how we package the labels:

50*, 100* stickers: Strips of stickers in a rectangular cellophane package

250* Stickers: -Most stickers are packaged in rectangular cellophane for this quantity.

-The following stickers in quantities of 250 are on a 3” (circumference) cardboard core:

• 2” Silver Square
• 1.5” Silver Square
• 1.5” Silver Square – Match 3 & Win
• 1.5” x 1” Silver Rectangle
• Mini Zebra 0.25” x 0.625” Pin Rectangle
• Plain Silver Security
• Zebra 0.25” x 1.375” Pin Rectangle

500* Labels: -3” (circumference) cardboard core

Are Labels on rolls machine compatible?

Yes, they are!

Can I write or print anything on top of the Stickers?

We do not recommend that you write or print anything on top of the stickers.  It’s due to the super-secret Scratch Off material it’s made of.  It won’t look good if you try it. Trust us!!!

If you would like your logo printed on our stickers, we can have it professionally done. Hit the “Contact” selection at the top of any page and we can go over all of the options and pricing.  There is a minimum amount of 150,000 stickers required for this option.

I’ve received my Stickers on a roll and there is a piece of tape covering few, making them unusable…what gives?

When we secure the roll, we use a single piece of tape.  We always include extra stickers in our rolls and packages to account for this, along with other mishaps that can happen.

There's a little imperfection on the Stickers, what's up with that?

It’s normal!  Scratch Off Stickers are made to disintegrate.  Sometimes, there will be imperfections in the sticker, and that’s ok.  We include extras in the pack or roll in case you do not feel like using it.  Totally up to you!

What's the difference between Stickers and Labels?

When it comes to our product…nothing.  It’s a tomato/tomahtoe situation.  You can call it either, and we’ll know what you mean!

SCRATCH OFF CARDS

What kind of Scratch Off Cards do you offer?

A lot!  You can see our entire Scratch Off Card lineup under “Scratch Off Cards” in the top gray bar of our site.  We have 5 main categories of cards:

  • Game Cards
  • Gender Reveals
  • Lotto Replicas (quantities vary by Design selected)
  • Do-It-Yourself Cards
  • Custom Cards
What are your Scratch Off Game Cards?

Our Scratch Off Game Cards are to be handed out at events, fundraisers, parties, family functions and more!  The amount of cards per pack will be noted in the product details.  Each pack will contain “winning” cards.  The “winning” cards are clearly marked with a removeable sticker.  So you’ll know which cards are the winners upon receipt.

Please note that our Scratch Off Game cards are for entertainment purposes only.  Any and all “prizes” are determined by the event host and are not provided by My Scratch Offs.

What sizes do your Scratch Off Cards come in?

Our Cards have the sizes listed in the Description, the Name of the product, or both.  Here are the sizes for our Custom Order Scratch Off Cards*:

  • 2” x 3.5” (Standard Business Card Size)
  • 3” x 4”
  • 3” x 5”
  • 4” x 6”
  • 5” x 7”
  • 5” x 8”

*Sizes above refer to our Custom Order Scratch Off Cards that are purchased in a minimum quantity of 100 Cards.  Our other Custom Message Lotto Replicas have the size listed in the Description and cannot be altered.

I need a Custom Scratch Off Card Order. Where do I start?

Check out our great Custom Card How-to Video here:  https://myscratchoffs.com/?page_id=2052.  If you have any questions or are ready to start your order, feel free to contact us at info@myscratchoffs.com or 618.416.1623.  We also have a Custom Card section on our site that goes over the whole process.  It’s under “Custom Scratch Off Cards” in the gray bar at the top of our site.

Where can I find more information about Custom Scratch Off Cards?
What can the message say on the Custom Message Lotto Replica Cards? And how do I tell you what I want it to say?

Our Custom Message Lotto Replicas can say just about anything you want!  Here’s a rundown:

  • There is a maximum of 30 Characters, which includes spacing and punctuation.
  • Type out your Message EXACTLY how you would like it to read, including spacing, punctuation and
  • Make sure to double check your message before submitting order.
Can I make changes or customize your regular stocked Cards?

Only our Custom Message Lotto Replica Cards and Special Order Custom Cards can be customized.  All other cards are pre-printed and cannot be altered.

SHIPPING/LEAD TIMES

Where do your orders ship from?

All orders ship from our headquarters located at:

5 Schiber Ct
Suite A
Maryville, IL 62062
info@myscratchoffs.com
618.416.1623

What days do you ship orders on?

Monday – Friday*: 8:30 a.m. – 4:30 p.m. CST

*We are closed on ALL Federal Holidays.  Shipments will be made the following business day.

How long does it take to process my order?

Regular Orders*:  The time it takes to process your order is usually 1 business day.  The cutoff time is approx. 7 a.m.  Any orders placed after that time will not be processed until the next business day.

While we strive to process regular orders in 1 business day, please understand that we will hold any order if there are questions.  If you put a note in the order asking for special customization or asking for anything outside of what is in the listing, this may delay your order.  This includes asking questions about upgrading shipping.  For example, if regular USPS shipping is paid for on the order, and Priority Mail is requested, this will possibly delay the order.

Custom Message Lotto Replicas*:  1-2 business days.  Please make sure type out your message exactly how you would like it to read.  Any Custom Message orders with no message listed will delay the time it takes to process the order.

Custom Scratch Off Card Order*:  Please refer to our Custom Order timeline chart in the “Custom Scratch Off Card” section in the gray bar at the top of our site.

*All times listed are approximates.  If you have a definite time you will need your order by, please contact us prior to order placement at:  info@myscratchoffs.com -or- 618.416.1623

How long does it take to ship/receive my order?

Shipping times depend on the shipping option you select; please note we do not guarantee delivery dates.  You can use our Shipping Calculator feature in the shopping cart.  Input your ship-to zip code and hit “Calculate Shipping” to determine options.  You can see the current ship-times from the shipping carriers we utilize by clicking on the following links:

*Use sites to calculate time only.  Our site will provide the correct shipping charge.

*NOTE:  We will require a signature confirmation on all orders totaling and over $100.00 USD

*For International Orders:  It is normal for tracking to cease while crossing borders and clearing customs.  Once the receiving country accepts the package, tracking will resume on your country’s postal carrier’s website.  Please contact us for any questions regarding this process.  

Do you provide tracking numbers?

Only our Custom Message Lotto Replica Cards and Special Order Custom Cards can be customized.  All other cards are pre-printed and cannot be altered.