Frequently Asked Questions
Answers for customer's questions
ORDERING INFORMATION/CUSTOMER SERVICE
Monday – Friday*: 8:30 a.m. – 4:30 p.m. CST
*Closed on all Federal Holidays
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: [email protected] 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 [email protected] 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 [email protected] 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 [email protected] or 618.416.1623.
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. We do NOT pay customs fees.
The Customs form will ALWAYS be marked as “Merchandise” (No Exception) which may lead to additional customs fees imposed on you by the Customs Authority. We do NOT prepay customs fees. (Exception: Expedited UPS to Canada will need to have a 16% Customs Fee prepaid). 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.
For any TAX EXEMPT order, please email the order details, along with your current TAX EXEMPTION FORM to: [email protected] 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 LABELS
Scratch Off Labels are stickers that you “Scratch Off” to uncover a message, prize, etc. Please note that all of our Scratch Off Labels are clear stickers with scratch off pigment on top. Meaning, we cannot print anything on the label. It will need to go on top of existing print.
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.
It’s pretty much like any other sticker. Simply remove the Scratch Off Label from the backing and apply it. All of our Scratch Off Labels come on a wax paper-like material that makes removing the labels easy! It normally takes about 48 hours for the adhesive on the back to fully cure once you’ve applied them.
It’s ok; it happens to us too. If you have just placed the label, you have a good chance of removing it. The longer the label is on the item, the harder it will be to remove. Take a deep breath and slowly peel back the label. If you damage the label or cannot remove it, it’s ok! We always package a few extra labels for all of our Label orders. We have tried to account for the “Whoops!” factor.
We suggest adding our Colored Scratchers to your Label purchase. You can select the quantity of Scratchers and color options when you place your Label order. Coins, such as pennies and quarters, will work too (but they’re not nearly as cute as our Scratchers). Our Labels are durable and meant to withstand shipping conditions, so you’ll need to use something stronger than your fingernail!
We have a blackout layer on all of our Labels. Some specialty labels, 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.
Here is how we package the labels:
50*, 100* Labels: Strips of labels in a rectangular cellophane package
250* Labels: -Most labels are packaged in rectangular cellophane for this quantity.
-The following labels 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
Yes, they are!
We do not recommend that you write or print anything on top of the label(s). 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 Labels, 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 50,000 labels required for this option.
When we secure the roll, we use a single piece of tape. We always include extra labels in our rolls and packages to account for this, along with other mishaps that can happen.
SCRATCH OFF CARDS
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
- Packs of 25 Cards with the “Winner Card” on top
- Themes: Bridal Shower, Baby Shower, Holiday, All Occasion and Bingo
- Gender Reveals
- Packs of 25 Cards
- Girl, Boy or Twin (Twin available in limited designs)
- Lotto Replicas (quantities vary by Design selected)
- Pregnancy Announcement
- Proposal: Marriage, Prom, Maid of Honor, Matron of Honor, Bridesmaid
- Custom: Limited designs available that we can custom print
- Do-It-Yourself Cards
- LoveNotes Kit
- Teacher Rewards Kit
- Lotto Replica (Limited designs available)
- Custom Cards
- Save the Date
- Business Cards
- Custom Scratch Off Cards: minimum quantities of 100 cards, many sizes available. Check out Custom Scratch Off Card How-to video: https://myscratchoffs.com/?page_id=2052
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.
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 [email protected] 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.
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.
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.
We have Mini Envelopes (2.5” x 4.5”) that are perfect for our 2” x 3.5” Cards! They come in a multitude of colors and quantities. Very popular for Bridal Showers, Baby Showers and Wedding Receptions! You can find all of our Mini Envelopes under “Extras” in the top gray bar of our site.
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.
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: [email protected] -or- 618.416.1623
Shipping times depend on the shipping option you select. 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:
- USPS*: https://www.usps.com/ship/mail-shipping-services.htm
- UPS*: https://wwwapps.ups.com/ctc/request?loc=en_us
- DHL*: http://www.dhl.com/en/express/shipping.html (click on “Get Rate and Time Quote” on left hand side of page)
*Use sites to calculate time only. Our site will provide the correct shipping charge.
Yes. After your order is packed and shipped, you will receive a tracking number. This will be emailed to the email address provided at the time of order placement. Please be sure to provide correct and current contact information.
If you did not receive your Tracking Email, please contact us at: [email protected]