Customers

I am an old customer, what credentials do I use to log into your new site?
If you had an account on our old site then you should have received an email informing you to create a new password. If you did not received this email just visit here to reset your password. You will receive an email with a link to reset your password.

I am a new customer, how do I sign up?
New accounts can be created here.

Shipping, Returns & Payment

What are your shipping rates?
At checkout you will be asked to input our zip code and you will receive your shipping rate based on your purchase and location.
**Some restrictions may apply. Shipping Pricing may vary or subject to change.

How long will it take for my shipment to arrive?
Once packed, shipments to the East Coast are approximately 2-5 business days and West Coast are approximately 5-7 business days. We cannot guarantee this timeline during the high season (September 1 – December 31).


What shipping company do you use to deliver our order?
We ship with UPS.

Does someone need to be there to accept the package?
At checkout you can choose no signature required. By choosing no signature required at checkout you agree to the following. Creative Bag and the courier accepts no liability for claims due to loss or damage that may result from leaving the package as requested.

What happens if some items are back ordered?

A member of our customer service team will contact you if any of the products ordered are not available. You will be given an ETA and can decide if you would like to cancel the backordered items or have them shipped once available. The backordered items are subject to a secondary shipping charge.



Returns

What is your return policy?
We do our best to sell top quality products. However, if you receive a defective product, please notify our customer service department immediately.

All damage claims must be made within 30 days of receipt of goods.  No returns accepted without prior authorization.  If the customer has used third party billing, goods damaged in shipping will require the customer to make a claim with their shipping company directly as goods are shipped FOB our dock.

All special order, seasonal and wedding items are final sale.
  • A 10% re-stocking fee applies to all orders that are returned on the customers behalf, and are valid items for return. Product exchanges are not subject to a restocking fee if the exchange is of equal or greater value.
  • Due to ministry regulations, FDA (Food and Drug Administration) products cannot be returned or exchanged.
  • Returns or exchanges of valid products must be made within 30 days of invoice date, with receipt.  All returns will be refunded to the same method of payment on receipt.
  • Returns for online orders can take up to 5 business days to show up on your credit card.

Which payment methods do you accept?
We accept, Visa, Mastercard and American Express. Our apologizes, but at the moment we cannot accept Paypal. However, we will be accepting in the near future.  

When do you charge my card?
When you place your order we pre-authorize your credit card for the amount of your order. This means that we are holding this balance on your credit card for 7 days, however we have not yet taken the money. Once your product has shipped we will charge your credit card for the products shipped. Back ordered products will not be charged on your credit card until those are shipped. For security reasons you may receive a call from a member of our team for your credit card details in order to charge for the back ordered items if the 7 days have been exceeded.


Products

What does FDA approved mean?
FDA stands for the Food and Drug Administration. That means that these items have been deemed food safe for direct contact with food by the United States government.

What if I would like to custom print a small quantity of paper bags or boxes?
For small quantity printing please read this information sheet.

Donations

I have a non profit organization/charity can you donate product?

Please fill out this form and email it to mathew@creativebag.com. Adjusted pricing may be provided to registered charities for charitable events upon approval of this form.*Along with this form, you must also submit a copy of a letter with the event information on your charity letterhead. We will email you back about approval of this form.Please note that each charity can fill out this form a maximum of once per year to be considered for the adjusted pricing.

Samples

How do I order a sample of one of your products?

We understand the importance of seeing the item in person before proceeding with your order. In order to move forward with sending you samples we will need you provide us with your billing information to process the request. This will include the cost of each sample required plus shipping.


If you would like to go ahead please call us at 1.800.263.1418 so we can process this sample request for you.

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