FAQ – Frequently Asked Questions?

1. How do I order online?

• Click on ‘Select’ for the item you want to purchase. The shape, size, and quantity

• Follow the process to ‘Customize’ the crystal content

• Click on ‘Add to Cart’

• Complete the process steps to finalize your purchase by clicking on ‘Proceed to Checkout’ and provide your billing and shipping information.

To order a personalized item, follow the instructions under ‘customize’. You must upload a photo or logo of your design or artwork. After uploading the photo(s), you can choose to customize the item by adding text, formatting the layout, text style, etc. After adding your details and instructions, input your order quantity, and click on ‘Add to Cart’. Then ‘Proceed to Checkout’ for completing your order. To order multiple items, add all of the items to you ‘Shopping Cart’ and complete the ‘Checkout’ process.

2. How do I know if you received my order?

You will receive an automated email of confirmation once we have received your order.

3. Can I change or cancel my order?

An order can be changed or cancelled by email or telephone as long as it has not been processed or shipped. For a personalized item, the processed order has already been sent to our designers and can’t be changed or cancelled. If you decide to change or cancel your order, please contact us asap. We will let you know the status of your order, and if the order can be changed or cancelled.

4. Can I see a sample before ordering?

We do not offer individualized samples before ordering. For bulk orders of 20 or more, we will provide a sample upon request. The more information you provide the closer we can match expectations. Email us with specific details you desire to see as part of your personalized artwork/order.

5. Do you take international orders?

Orders for the USA  destinations are accepted. See questions on shipping.

6. What are my payment options?

We accept all major credit cards including Visa, MasterCard, Discover, American Express, etc. We also accept PayPal.

7. Why was my credit card transaction declined?

There may be several reasons for why your transaction was declined. Double check that the phone number, billing address, zip code, card number, cardholder name, expiration date, and CVV number provided are all correct, and then go back the order page and try again. If all information is correct, please try calling your credit company. Some companies ask that you verify large purchases before placing an order. If you are still having trouble, contact our customer service at

8. What Shipping Service Options do I have?

We ship to addresses within the USA only. We use USPS  for all of our shipments. An order is shipped by default via USPS Flat Rate Mail . In most cases, the expected delivery time by using USPS Priority Mail is up to 5 business days and is based on origin, destination, and drop-off time. If you need a rush shipment on your order, we offer USPS Priority Mail Express. Saturday & Sunday shipping or delivery is not available.

9. Can I change my shipping address?

If your order has not been shipped, we are able to change your shipping address. If it has been shipped, we will contact USPS or UPS for the status of your shipment and see if it’s possible to change the address. If yes, a change fee will be applied by USPS or UPS and the delivery time will be delayed. Please maintain your account details to reflect accurate mailing address information at all times.

10. Do you ship to PO Boxes?

Yes, we do within the USA. All orders shipping to a PO Box will be sent via USPS Ground.

11.  Do you ship to Canada?

Not at this time.

12. Will my crystal be safe during shipping?

Yes! We make use of a proven (tested) packaging standard. Every parcel is photographed prior to shipping. 

13. Is there any photo quality restriction for a personalized photo item?

The general rule is the better quality of the photo, the better-quality engraving or printing it will provide for. Although we accept most photos, the higher quality the better. It is best to avoid blurry or dark photos. If the photo is slightly out of focus, too small, too dark or too bright, it will be challenging for us to design and produce. Attempt to use photos where individuals are facing forward. If we are not able to use your photo for 3D engraving, we will contact you for a different photo.

The same applies to company or team logo’s. Quality of input will determine quality of final result.

14. What image file format do you accept?

Our system can process many image file formats, the most common including JPEG, JPG, GIF, BMP, PNG, TIF, and TIFF etc. If your image file format is not listed here, please contact us by email. 

15. How do I send my digital photo to you?

You can simply upload your digital photo through our website or send it by email. We recommend uploading files between minimum 150KB and 5MB. The latter for the best picture quality. If you would like to upload a photo larger than 5MB, please contact us by email.

16. What should I do if I don’t have a digital photo?

You can mail us your original hardcopy photo and we will scan it for you, and your photo will be returned with your finished item. You can also scan your original photo to create a digital image file by yourself, and send the digital photo to us.

17. What resolution should I scan the photo?

Usually, 300 dpi is acceptable for a small-sized photo item. For enlarging a large-sized photo item from a small photo, 600 dpi would be better

18. Can I send the file from my digital camera storage card?

Yes, as long as the image file is in the right format.

19. What should I do if I want a specific layout or have a special request with my order?

We encourage you to share your idea with us if you have a specific layout in mind. You can describe in detail where you want the image and text placed or you can send us a mockup you draw. Please use the ‘customize’ (step 3) process to provide as much details as possible. We do our best to meet all of our customers' requests. However, if your request is not possible, we will contact you directly to let you know.

20. Can you add a symbol to my text?

Yes, we can include symbols in the text. If you would like to include a symbol, please give us a 'Special Instructions' or send us the symbol.

21. Can you include more than two lines of text for an item?

Yes, you have the option of engraving, etching or printing text along with your images, logos, or graphics. After we receive the image, logo, graphic, text and layout instruction you send us, we will create a layout for your approval.

22. Is there a character limit for text?

We have a character limit (including spaces) for text. Character limitation is based on the shape and size of your crystal selection and available font. We recommend this character limit because it works best with most items and designs and doesn't detract from your images.

23. Can I use a black and white photo?

Yes, you can upload a black and white photo to be engraved on your crystal. As with any other photo, please make sure that the image is high quality. Any blurry areas or indistinct figures will affect the quality of the engraving.

24. What materials are the transparent crystal blocks made out of?

The transparent crystal blocks used for 3D photo crystals are high-quality optical glass.

25. Why should I make a 3D photo crystal?

Your favorite photo can be engraved and eternalized in an optical crystal. As opposed to a traditional photo, your engraved photo crystal image will never fade or change color, and your 3D image becomes a timeless piece!

26. Can you make a 3D image from a standard 2D photo?

Yes, it is possible to laser a three-dimensional image from a standard photo. By means of a sophisticated computer software program, your photo can be modeled into a 3D design, which is etched with high quality laser into a flawless piece of optically clear solid crystal.

27. Can you engrave a 3D image like a car or a building?

Yes, it is also possible for a 3D designer to compile 3D data and engrave it into a crystal block.

28. Can you turn my company logo into a 3D logo and laser it into the glass?

Yes. If you have a 3D model, please contact us and email it. Also, simple logos and graphics, which are not made of complex color gradients and are not a 2D illustration of a 3D object, can be extruded and engraved into glass in 3D.

29. Will the background of my photo show up on the crystal?

For a 3D Photo Crystal, the background in a standard photo will be removed.

30.  Will you ever use my photos to advertise your product?

No!

31.  How do I create an account?

It’s easy! Just go to our Log In page, and create a username and password under “Register.” Be sure to choose a secure password that you don’t use for other websites.

You’ll also have the option to create an account during the checkout process when you place an order.

​

END