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Customer Service

MemoryScrapbooks.com customer service representatives are available to help you via our toll free number (888)418-2220 Monday-Friday 8 am to 4:30 pm Pacific, and via e-mail at info@memoryscrapbooks.com. E-mails will be responded to within 24 hours on business days.

Shipping Policy

We pass through any shipping discounts we receive from our carriers to our customers since we don't want to treat our shipping costs as a profit center as some online stores do.

All orders are packed and shipped from our warehouse. We will make our best effort to ship all orders received before 12 pm Pacific, Monday through Friday, the same business day. The only exception to this policy is orders that include custom engraved self adhesive metal plates which take approximately 5 business days to process.

Customs fees and duties for all orders shipping to international locations are the sole responsibility of the recipient.

Return, Refund and Exchange Policy

  • To request a return authorization number, e-mail us at info@memoryscrapbooks.com or call (888)418-2220.

  • With a return authorization number obtained from our customer service department, products in their original packaging and undamaged condition may be exchanged or returned within 60 days of the date the products were shipped.

  • Returns will be credited via original payment method used.

  • After 60 days we regret we will not be able to assist you with returns/exchanges.

  • Please make sure you receive a return authorization number prior to sending back merchandise.

  • We reserve the right to deny for any reason returns/exchanges sent back without a prior authorization number.

  • Personalized/custom items are NOT returnable.

  • You can exchange your item for one of equal value or we will issue you a Merchandise Credit for the amount of the item.

  • Returns for an exchange will be sent to the original shipping address.

  • Once the returned item has been received at our warehouse, a credit will be issued to your account (takes approximately 1-2 weeks).

  • You will be credited the purchase price of the items you return and the tax (where applicable). The shipping and handling charges will only be refunded when the return is a result of our error.

  • If you have found another item that you would prefer over one you have already received, we ask that you place a separate order for the new item and that you return the unwanted item.

  • DAMAGED or DEFECTIVE: Any defects or errors must be reported to our customer service department within 10 days of the date the package is delivered. You must keep the original carton and damaged merchandise for inspection, otherwise no claim can be honored. After 10 days, we regret we will not be able to assist you with these types of issues. To report defects or errors, email us at info@memoryscrapbooks.com or call (888)418-2220.

    Secure Shopping

    You can shop at MemoryScrapbooks.com online with confidence. We have partnered with Yahoo! Merchant Solutions and Authorize.net, a leading payment gateway, to offer safe and secure credit card and electronic check transactions for our customers.

    The Authorize.net Gateway manages the complex routing of sensitive customer information through the credit card and electronic check processing networks (see an online payments diagram). The company adheres to strict industry standards for payment processing, including:
  • 128-bit Secure Sockets Layer (SSL) technology for secure Internet Protocol (IP) transactions.
  • Industry leading encryption hardware and software methods and security protocols to protect customer information.
  • Compliance with the Payment Card Industry (PCI) Data Security Standard.


  • If you prefer, we can process your transaction via phone, fax or mail. Call us at (888)418-2220, fax your order to us at (818)882-9096 or mail your order to MemoryScrapbooks.com, 10027 Canoga Avenue, Chatsworth, CA 91311. We strongly discourage the sending of orders via e-mail and will not process any orders via e-mail due to the insecure nature of e-mail communications.

    What payment methods does MemoryScrapbooks.com accept?

    Through our secure 128-bit gateway provided by Yahoo! and our merchant processor, MeritCard Solutions, we accept Visa, MasterCard, American Express, Discover, Diners Club, JCB. We also accept payments via PayPal.

    What is Card Security Verification (CVV2)?

    Card security verification collects the non-embossed 3- or 4-digit numeric code on the credit card provided at the time of purchase. Statistics prove that individuals, who possess the account number, but not the actual credit card, perpetrate much of the non-face-to-face fraud. Credit card processing verification programs are offered by the major card associations and are known as CVV2 (Visa), CVC2 (MasterCard), CID (American Express) and CID (Discover Card).

    What is Address Verification Service (AVS)?
    An address verification service (AVS) is a system that verifies the personal address and billing information provided by a customer at the time of an online credit card transaction, against the information the credit card company has on file.


    How AVS Can Protect You?

    When a customer enters a credit card number and any other information required on the merchant's order form, that information is then passed through the AVS during the transaction processing procedure. AVS will verify whether the address provided by the cardholder matches the billing address that was provided on the credit card application. If the information provided by the customer does not match the information contained in the AVS, a notice is sent to the merchant to deny the transaction. In essence, the AVS is used as extra protection in transactions for which the card is not present.

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    Our Customers Say...
    • "Quite simply, this is the best selection of scrapbooks that I have ever seen."

      -- Elaine S, St. Louis

    Memory Scrapbooks 10027 Canoga Avenue
    Chatsworth, CA 91311
    888.418.2220 · Fax 818.882.9096
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