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Answers and Contact Info

Before you attempt to contact Ten Two Studios, please read this page.
98% of the questions I receive each day are already answered below!

Frequently Asked Questions

Site Issues

Orders and Payments

Shipping

Returns

Product Questions

Digital Product Questions

Contacting Lisa

Site Issues
I can’t find my way back to the shopping cart. Where’s the link?
Look along the top of the page—there’s a row of text links. Look for one that says View Shopping Cart.

Orders and Payments
How long will it take for you to fill my order?
Orders are usually filled early in the morning each weekday (weekday means Monday through Friday). If your items are in stock, your order will usually be filled on the next weekday morning after you order it. Most orders are shipped the day after they are placed.

Can I send you cash, a check or a money order to pay for my order?
Sorry, but all orders must be paid online when they are placed. Payment is accepted via PayPal or credit card only. I do not accept payments by mail. I do not accept checks or money orders.

Can I call you with my order, and give you my credit card number over the phone?
All the ordering and tracking for Ten Two Studios is done online, through a secure server. I’m not setup for phone orders or credit card processing offline, and I do not accept customer orders via telephone.

I want to add items to my order, or combine two orders. Can you do that?
Whatever is on the online order form when it arrives in my inbox is what will go into your package. A second order will usually go into a second package, and be shipped separately. It is not possible to reopen an order and add things to it once it has been submitted.

Can I place a wholesale order?
Ten Two Studios does retail business only. No products are currently available for wholesale ordering, and I have no plans to do wholesale business in the future.

I ordered something from you this week, and now it’s on sale. Will you give me the sale price now?
Sale pricing is only available for orders placed on or after that pricing is posted. It is not retroactive.

Shipping
How much will it cost to ship my order?
It depends on where you are in the world, and what you purchase. The easiest way to calculate shipping is to add the items you want to the shopping cart, and let the cart calculate it for you.

Why is international shipping so expensive? My item won’t cost that much to ship!
Domestic orders are shipped in free packaging provided by the US Post Office, can be paid for online, and dropped off at a drive-through mailbox. International orders require me to purchase packaging, fill out customs forms, and stand in line at the post office. The international shipping charges at Ten Two Studios factor in packaging costs, and the time cost of having a person fill out forms and stand in line.

Why don’t you ship to Australia or New Zealand?
I suspended shipping to Australia and New Zealand due to an unusually high number of lost packages. Sorry, but I just can’t afford to keep eating orders.

Can’t you ship my package via media mail so it will be cheaper for me?
No. All domestic orders are shipped via Priority Mail—it means free packaging for me, and also a free online tracking number that tells me your package has arrived. The orders are paid for online, and dropped off at the drive through. It’s fast, efficient, safe, and cost-effective.

I’m an international customer, and I want to avoid paying customs on my order. How can I do that?
You can’t. Please don’t email asking if I’ll lie on the customs form to save you money. You must pay the appropriate customs fees if you wish to order from another country.

How much will the customs fees be on my order?
I can’t estimate customs fees for you. They’re dictated by whatever import/export agreements are in place between your government and mine, and have nothing to do with Ten Two Studios.

Returns
I don’t like the item I ordered. Can I return it?
Orders for books, digital publications and CDs are non-refundable. Printed items such as faux postage and collage sheets may be returned upon receipt if they are unused and in their original packaging. When your item is returned, your account will be credited for the cost of the product only. Shipping charges are non-refundable.

I don’t like the digital product I ordered. Can I return it?
Digital products, including sheets, sets, and ‘zines are non-refundable.

I ordered something and didn’t receive it, or received the incorrect item. What should I do?
When you placed your order, you received an email copy of it. Reply to that email, sending me a copy of it, and tell me what happened. You’ll generally hear back from me in less than 24 hours. (Please note that it is my policy to refund the price of missing items rather than send out a second shipment.)

Product Questions
How can I find out about new products when they’re released?
New product announcements are always posted to the LisaVollrath.com newsletter first. If you would like to know when new products are posted, just join the mailing list. This low-volume list generates one message a week, and will notify you of all the week’s updates and special features, including those reserved for subscribers only.


I’m a Monthly Muse subscriber. Where is this month’s issue?
The link to the latest issue is sent out through the Monthly Muse Yahoo group when it’s ready to be downloaded. If you are a current paid subscriber, please log into Yahoo Groups and look for the Monthly Muse group. Check the messages posted to that group—the link to the most recent issue is in the monthly message post. Please be aware that the link to the latest issue can ONLY be obtained through the group. It WILL NOT be emailed to you directly. If you ask a question about it through the contact form, you will always be referred back to the group messages.

Can I use your products in items I make to sell?
Please check the Angel Policy for information on how products may be used.

Digital Product Questions
I want to order one of your collage sets digitally rather than printed. How do I do that?
Collage sheets and sets come only one way. If they’re listed as collage sheets or collage sets in the printed section, then they only come as printed products, and are not available digitally. Conversely, if they are listed in the digital collage sheets and sets section, they are only available via digital download, and cannot be ordered as prints.

I have no current plans to offer any printed sheets digitally, or any digital sheets as printed products.

How do I order printed copies of your digital sheets? I don’t have access to a good printer!
I do not provide printing services for digital products, but you can easily have these items printed at any professional print shop or copy center. Some larger businesses like Office Depot or Staples may even offer upload and print services, so you can upload the files you want printed to their site, place your order, and then run into your local store to pick up the finished items. (Check their web sites to make sure this service is offered in your area.) Be sure you have them printed on a color laser printer, on good paper.

How can I open the digital product files I purchased?
All digital sheets, sets, and ‘zines can be opened in an up to date version of Adobe Reader. Because some of these files contain rights management features, they may not open if your copy of Adobe Reader is out of date. Please update your copy of Adobe Reader at the Adobe web site before you try to open your files. (Adobe provides downloads and updates of Reader for free!)

Why can’t I open my digital collage sheets in PhotoShop?
When you purchase digital sheets and sets from Ten Two Studios, you are NOT purchasing images—you’re purchasing a sheet or set, just like you would if you purchased printed products. The digital products are designed to be opened and printed as presented, with no alterations in size or modifications. Most files contain a rights management restriction that prevents them from being opened in any graphics software. They can be opened in Adobe Reader for printing.

At this time, I have no plans to offer digital products other than the Image Collection CDs as image files.

I want to make items from digital sheets for sale. Is there a commercial license for these items?
There is no commercial license for digital items. They may not be used to create items offered for sale under any circumstances. Digital items are offered for personal use only. Please see the angel policy for specific use information.

I bought some digital products from you a while back. Recently, my computer crashed and I lost the files. Will you replace them?
Unfortunately, I cannot provide backup services for digital products. One you have purchased and downloaded digital files, it is up to you to secure them. (I have an external backup drive to ensure that my files are not lost in case of a system failure. Burning the files to a CD or DVD will also secure them against loss.)

Contacting Lisa
I want to email you about LisaVollrath.com or Go Make Something. How can I do that?
You can’t. The articles posted on those sites are free, and offered without support. I do not respond to messages regarding free content.

How can I contact Lisa directly?
Unless you know me well enough to email me at my personal address, you can’t. While I am happy to accept emails from customers who have questions or concerns about products purchased from Ten Two Studios, I do not respond to any incoming emails or contact form messages that are not about Ten Two Studios business.

My question isn’t answered here. How can I get an answer?
If your question is regarding Ten Two Studios products, ordering or shipping, please submit it via the contact form below. If it’s not about Ten Two Studios business, it’s not a question that can be answered through this web site.

Contact Ten Two Studios

If you have a question about a product at Ten Two Studios or an order you have already placed, and it is not answered above, please use the contact form below.

This form is for Ten Two Studios customer inquiries ONLY. It is NOT for questions regarding Lisa’s other web sites! Questions about LisaVollrath.com or Go Make Something will be deleted without reply.

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