Frequently Asked Questions

Classrooms

1. How do I access my classes?

   In order to access your classes you must first activate your account. You can do this by clicking the link in the email you received upon creating your account. If you still have trouble accessing this please contact Customer Service. We are happy to help! You can then access your classes by clicking “My Classrooms” in your account dropdown menu or simply click here. These are “go at your own pace” classes, so they will stay on your My Classrooms page even after the class has finished.

2. Can I take a lesson more than once?

   Yes, you can! You can go back and view any of your class lessons at any time.

3. How do I enroll in a class?

   From the class sign up page, click “add to cart” on any class you’re interested in. Complete your checkout, and you’ll immediately have access to the classroom under “My Classes” in your dashboard.

4. How can I access my digital files?

   In order to access your digital files, you must first activate your account. You can do this by clicking the link in the email you received upon creating your account. If you still have trouble accessing this, please contact Customer Service. Once you have activated your account and logged in you can view these files by clicking your username and selecting my digital files. http://www.studiocalico.com/my-digital-files

Ordering and Billing

1. How do I update my credit card?

   You can update your information through your account preferences. Just click on “update credit card” under your payment method.

2. How do Studio Calico gift cards work?

   Gift cards may be purchased and gifted for use toward shop products. Gift cards are non-refundable.

3. What are the terms for Preordering?

   Please read all terms thoroughly before agreeing to purchase via the Preorder system. Once added to the Preorder list, you have agreed to purchase that particular item. Any cancellation of a Preordered item will be subject to a $15 cancellation fee, unless a different amount is stipulated in the terms of the agreement. All preorders are non-refundable. Discounts may not be applied to preorder items.

4. What forms of payment does Studio Calico accept?

   Studio Calico accepts Visa, Mastercard, American Express, Discover, JCB, and Diners Club cards. Debit cards that are backed by any of the above listed cards are accepted as well. You may change your billing information at any time by accessing your account preferences.

5. How do I make changes in my shipping or billing information?

   All information can be edited on your account preferences. Please know order information cannot be edited once orders have been placed – this  includes email, shipping address, shipping service, and order contents.

6. Will I be charged sales tax?

   Customers who live in the following states will have sales tax listed at checkout as a separate line item: AK, AL, AR, AZ, CA, CO, CT, FL, GA, HI, IL, IN, IA, KS, KY, LA, MA, MD, ME, MI, MN, MO, NC, ND, NE, NJ, NV, OH, OK, PA, RI, SC, SD, TN, TX, UT, VA, VT, WA, WI, WV, and WY. These taxes are imposed by the state on the purchase of goods and services and are not limited to Studio Calico. The applicable rate is set by each state respectively.

7. How will my credit card charge show on my banking statement?

   Charges on your credit card statement will appear as "INKED DBA STUIDO CALICO". Inked Brands Inc is the merchant of record on all transactions completed on www.studiocalico.com.

Shipping and Returns

1. What is the return policy?

   A complete list of kit contents are included in each item description as well as a photo of each. Content and descriptions for all classes are listed as well. Please review all items carefully before a purchase is made as all sales are final, including orders not yet shipped. All items in your cart are listed for review before purchase. In addition, completed orders are listed on your dashboard. Please review those items, as these terms apply to duplicate items as well.

2. How will my order be shipped?

   Though we use a variety of shipping methods, our two primary methods of shipping are United States Postal Service and UPS. The shipping method used for each order will be determined by several factors including the weight/size of your package, the type of package, and the shipping destination. Please note shipping timeframes do not include time needed to fulfill your order. Visit our shipping page for further clarification.

3. What happens if an item is missing from my order?

   Although we never intend for this to happen, we sometimes make mistakes. If you find yourself in this situation, please open a conversation. If the item is still in stock, we will ship the product in your next month’s kit. If the item is out of stock, a store credit or refund will be issued.

4. What if my order is damaged?

   We take care in packaging each order, however, damage occasionally occurs during shipment. If your order arrives damaged, please contact us within 10 days of receipt. Take photos of the damage, as well as the outside of the box if applicable, and start a conversation with us.

5. How much is shipping?

   Shipping rates for items from the shop will vary by service type and weight/size of order. Refer to the checkout page for accurate shipping and handling amounts. Orders of $100 or more shipping in the U.S. ($150 or more shipping to Canada) with economy service get FREE shipping. More shipping information can be found here.

6. I haven't received my order. What now?

   Please review your shipping address on your order details to ensure all information is correct. For domestic orders with economy service, we can declare a package as lost or missing once it has been 30 days post shipment date. 

   Please note that it may take longer than usual for your order to arrive. International economy shipping service is experiencing transit and delivery delays due to Covid-19. Both shipping and customs processes are backlogged at this time. Because of this, we are not deeming orders lost in the normal 45 day period. We are asking for more time for these packages to make their way to you before declaring them lost.  If you never receive your package, we will absolutely honor our lost parcel policy. Please visit our shipping page for more shipping information.

7. When will my order ship?

   Please note shipping timeframes do not include time needed to fulfill your order. Orders may take up to 3-5 business days to be fulfilled and shipped. You can view our shipping policies here.

Subscriptions

1. Can I cancel a subscription?

   To cancel a subscription, you must start a conversation with us. If you have a month to month subscription and you request to cancel between the 1st - 5th of the month, there will be a $15 cancellation fee. For subscriptions with a six month or twelve month commitment, you will be charged 50% of your remaining commitment at the time of cancellation. Six month and twelve month subscriptions that have been fulfilled will not incur an additional $15 cancellation fee.

2. What does month-to-month commitment mean?

   Month-to-month commitment means that you are signing up for a recurring monthly subscription. This is a good option for people who might want to try out the kits before agreeing to a longer commitment.

3. I have a subscription – do I need to manually purchase a kit every month?

   No. Kit orders are automatically created for you on the 6th of each month until you choose to cancel. 

4. What happens when I complete my initial subscription commitment? Is my subscription ongoing?

   Each type of subscription (month-to-month, 6-month, and 12-month) is ongoing, so you will continue to receive a monthly kit until you contact us to cancel. Your subscription will continue on a month-to-month basis at the rate you initially signed up with. This policy is implemented as an extension of gratitude for our loyal customers by offering an extended discounted rate. If you wish to cancel following final shipment within your initial commitment, we simply ask that you notify us via conversation. 

   For information regarding cancellation prior to the completion of your commitment, please refer to “Can I cancel my subscription?” located in this FAQ thread.

5. What happened to subscription bundling?

   In February 2019, we replaced “bundling” with a streamlined subscriber experience. With this update, subscribers are able to purchase selected Add-On items to your monthly subscription order, for no additional shipping cost (both domestic and international subscribers).

6. When will my credit/debit card be billed?

   Your card will be billed immediately for all first time purchases including the first month of a kit subscription, single-kit purchases, and add-ons. For subscriptions, your card will be billed on the 6th of each month during the term of the subscription. Add-on orders placed between the 1st and 5th of each month will be charged immediately after the order is placed.

7. When will kits be shipped?

   For subscribers, kits will be shipped by the 10th of the month provided the order and payment was received by the 6th. 

8. How do subscription "add-ons" work?

   In February 2019, we replaced “bundling” with a streamlined subscriber experience. With this update, subscribers are able to purchase selected Add-On items to your monthly subscription order, for no additional shipping cost (both domestic and international subscribers).

   On the 1st of each month, all subscribers (Documenter, Traveler’s Notebook, and Stamp Subscription) receive an email directing them to the new subscriber-exclusive interface, where they can view and select Add-On items available for purchase. Add-Ons selected by 11:59 pm ET on the 5th will be added to your monthly subscription shipment for no additional shipping fees.  From that interface, you'll be able to select and remove Add-On products to your box (while supplies last) from 12:00 pm ET on the 1st to 11:59 pm ET on the 5th. Any Add-On items remaining in your box at 12:00 am ET on the 6th will be charged and shipped with the monthly kit subscription.  On the 6th of every month during your subscription, we'll collect payment of the base fee stated next to the level of commitment plus the cost of any selected Add-Ons (see the "Your Order" example below for a visual). Your order will be packed and shipped by the 10th of every month. You may add or remove Add-On items freely during the selection period, but at 12:00 am ET on the 6th, any items remaining in your box will become your finalized selections and will be charged to your method of payment and included in your shipment. A pop-up box (shown below) will remind you of this, each month, upon placing your first Add-On item in your box.

Subscription Skipping

1. How do I skip my kit?

   Select the option “My Orders & Subscriptions”, in the upper right hand corner. Under “My Subscriptions” you will see your active subscriptions and the option to skip to the right. After selecting “skip a month”, you will be directed to more information and the ability to skip the upcoming month’s kit. Month-to-month, 6-month, and 12-month subscribers are all eligible to skip an upcoming month’s kit. If you wish to skip the upcoming month’s kit, skip your kit BEFORE the 1st of the month. If you skip ON or AFTER the 1st of the month, you will be skipping the following month’s kit. Skipping allows you to skip the upcoming kit, one month at a time. You are not able to skip the same subscription two consecutive months in a row, however, there is no limit on the number of times you can skip a month’s kit within your subscription commitment term. Your subscription will automatically resume after the month you skip.

2. What if I change my mind after I schedule to skip a month?

   If you change your mind and want to receive next month’s kit, simply cancel your skip before the 1st of the month! If you cancel your skip after the 1st of the month, you are not eligible for bundling benefits. You are still able to create an additional order; however, we cannot guarantee that your order will be shipped with your monthly kit subscription. Please note, shipping fees will be applied to any additional orders made. 

3. I forgot to skip before the 1st of the month, now what?

   If you do not skip before the 1st of the month, you will receive the kit revealing on the 1st. No changes can be made after the 1st of the month. Returns and refunds cannot be issued for non skipped months.

4. Can I skip future kits?

   No, you can only skip the upcoming kit. Make sure to skip before the 1st of the month for that upcoming kit.

5. If I skip one of my kits, will the others be skipped as well?

   Skipping is handled on an individual subscription basis, meaning you can skip one of your subscriptions without skipping the others! You can also skip all at the same time if you’d like, but you will need to do so individually.

6. Does skipping a kit count towards my commitment?

   If you skip a month, it does not count towards your commitment. Only an active and shipped kit order will be applied to your subscription commitment.