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Frequently Asked Question

Customized Services

How do you engrave images on crystal?

The engraving process uses a laser to etch images and text on your crystal. When the laser is focused on to the glass, the focal point of energy is so high that the structure is changed at a small point. The laser beam is controlled by a computer, creating an image made of a thousand small points. This laser process is known as Vitrography.

What crystal shapes and sizes do you offer?

At 3D Laser Gifts, we offer five (5) different crystal shapes: Diamond, Flat, Heart, Prestige, Tower, and Train. Most of the designs come in the standard Small, Medium, and Large sizes. Tower and Train shapes offer additional sizes of XL, XXL, XXXL, and MAX. To see what sizes are available in your preferred shape, click on the crystal size drop down menu on Step 2 of the ordering process.

Can you turn my 2D image into a 3D image? Yes, our highly skilled and trained designers are working with the latest software and laser technology for image conversion to turn 2D images into 3D images. We make it easy for you - just give us your photo and we do the rest.

Can you engrave a 3D image like a motorcycle?

Yes, we can. It is also possible for a 3D designer to compile 3D data on his computer and later on engrave into a crystal.

Can you turn my company logo into a 3D logo?

Yes, we can take simple logos or graphics and laser them on to the glass in 3D. If the logo you send is not a 2D illustration or is made of complex color gradients, it may not work. If you have questions about your logo, email us at customerservice@3dlasergifts.com.

Images

What types of image file formats do you accept?

Our system can process almost any image file format. The most common file formats include JPG, JPEG, GIF, TIFF, BMP, and PNG. If your file format is not listed here, contact us at customerservice@3dlasergifts.com and we will let you know if your image format is compatible.

How do I upload my photo?

While customizing your crystal during Step 2, click on the 'Select File' button under Upload Picture. A window will open, allowing you to browse through images stored on your computer. It is the same process as uploading a picture to your email. You can upload up to three (3) pictures.

We recommend uploading files between 100kb and 5MB for the best picture quality. Our website has a size limit of 5MB so if you would like to upload a photo larger than 5MB, please send it as an email attachment to customerservice@3dlasergifts.com.

What if I can't upload my photo to your website?

If you are having difficulty uploading, you can send an email with your photo as an attachment to customerservice@3dlasergifts.com.

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

If you order a flat crystal, the background will be included in the crystal engraving. If you choose a different shape, our designers automatically remove the background.

Can I include more than the recommended number of figures?

The recommended number of figures (people, animals, and inanimate objects) varies depending on the shape and size of your crystal. With small and medium crystals, we usually cannot add more figures because of space limitations; it would negatively affect the detail and clarity of the engraved image. With larger crystals, you do have the option of adding more figures for an additional fee.

Are there any photo quality restrictions?

Although we accept most photos, the higher quality the better. It is best to avoid blurry or dark photos. In the rare circumstance we cannot use your photo for 3D engraving, we will contact you for a different photo.

Can I see a proof before ordering?

We do not offer proofs for individual orders. Since our designers do their best to match the 3D engraving to the submitted image, your photo serves as the proof.


Ordering
» How do I order online?
To start, click the 'Order Now' button on the 3D Laser Gifts homepage.

Step 1 will ask you to choose the shape of your crystal.

Step 2 allows you to add personal details for customizing your crystal. At this step, you upload the picture you would like engraved into your crystal. You also have the option to add two lines of text, for example 'I Love You, Mom,' and specify a font style for the text. After selecting your engraving style, you may add a light base, which will light up the image inside the crystal.

Next, choose the quantity you want to order and include any special instructions for your order.

Finally, click 'Continue' to get to the Check Out page where you can complete your order.

» How long does it take to process my order?
The order process, which is the number of days we need to produce your crystal, takes between two to three (2-3) business days.

Note: During the busy holiday season, the processing time is subject to change.

» What if I want a specific layout?
If you have a specific layout in mind, we encourage you to share your idea with us. You can either use the 'Special Instructions' section to describe in detail where you want the image and text placed on the crystal or you can draw a mockup to upload in the photo section of the order form.
» Can I change my order?
You can change your order as long as it has not been processed. Processed orders have already been sent to our designers and cannot be changed.

If you decide to change your order, contact Customer Service immediately at 1-866-283-9147. One of our Customer Service reps will let you know the status of your order and if you can change it.

» Can I cancel my order?
Since the crystals are personalized, we can only cancel an order before it is processed. If you would like to cancel your order, please contact us via phone or email as early as possible and we will let you know if the order can be cancelled.

» Do you offer rush service?
No, we do not. Since every order is customized, the 2-3 processing time is standard.
» Did you receive my online order?
Once we receive your order, we will send you an order confirmation via email. If you do not receive an order confirmation, please contact us.

You will also receive a shipping confirmation on the day your order is shipped. Our shipping confirmation includes your UPS tracking number with clickable links for easy tracking.

» Why didn't I receive an order confirmation?
If your order was successfully placed on our website, you should receive an order confirmation via email. If you didn't receive the email, check your spam and junk folders to make sure the email didn't get stuck. If you still can't find the confirmation, there may be an error in your email address. You can email us at customerservice@3dlasergifts.com and we will resend the confirmation.
» What if I have a special request with my order?
All special requests should be placed in the 'Special Instructions' section during checkout. We do our best to meet all of our customers' special requests. However, if your request is not possible, we will contact you directly to let you know.
Shipping
» How will my order ship?
Our normal shipping method is UPS Ground, which generally arrives within 2-6 business days AFTER we processed your order. We do not ship or deliver on Saturdays and Sundays.

If you need a rush shipment on your order, we offer UPS Next Day Air, UPS 2nd Day Air, and UPS 3 Day Select for express shipping methods. You can upgrade to an express shipping method at our checkout page. Our standard shipping and handling includes insurance.

Please note: Our Free Shipping promotion is only available within the United States.

» When will my order be delivered?
Your delivery time depends on which shipping method you select. When calculating delivery time, remember all orders have a 2-3 business day processing time in addition to the UPS shipping time.

UPS Ground: 2-3 business day processing time + 5-7 business day shipping time = 7-10 business day delivery time

UPS 3 Day Select: 2-3 business day processing time + 3 business day shipping time = 5-6 business day delivery time

UPS 2 Day Air: 2-3 business day processing time + 2 business day shipping time = 4-5 business day delivery time

UPS Next Day Air: 2-3 business day processing time + 1 business day shipping time = 3-4 business day delivery time

 

Please note: The above does not apply to Alaska, Hawaii, and Canada.

» What are your shipping rates?
Orders within the United States:

We offer four different shipping methods via UPS.

UPS Ground: $15

UPS 3 Day Select: $25

UPS 2nd Day Air: $35

UPS Next Day Air: $55

 

International Orders:

All orders ship via USPS for the flat rate of $60.

» Can I pick up my order?
We do allow pick ups at our Las Vegas office. If you are a local or are going to be in Las Vegas and want to pick up your order, please request a pick up in the 'Special Instructions' section on the order form. All pick ups must be scheduled through our Customer Service department. Once an order is picked up from our office, we will refund your shipping charge.
» Can I change my shipping address?
If your order has not shipped, we are able to change your shipping address in our system.

If it has shipped, it is not guaranteed we can change the address. We will contact UPS for the status of your shipment and to see if an address change is possible. If yes, a change fee will be applied by UPS and the delivery time will be delayed.

» Do you ship to PO Boxes?
Yes, we do. All orders shipping to a PO Box will be sent via USPS Ground.
» Do you ship to APO addresses?
Yes, we do. All orders shipping to APO addresses will be sent via USPS Ground and have a longer delivery time.
» Do you ship to Canada?
Yes, we ship to Canada via UPS Standard service for a flat rate of $10. This rate does not include any applicable duties due to Canada Customs.

Canada Customs requires Canadian recipients to pay applicable duties and taxes on each shipment entering Canada. These charges may include PST, GST, HST, duties, and other taxes of goods (like excise tax). A brokerage fee is also charged to process shipments and present the requisite customs paperwork to Canada Customs on the importer's behalf. UPS will request payment of additional charges (duties and taxes) at time of delivery.

Please note, orders over $200CAD may incur additional fees.

» Do you ship internationally?
Yes, we ship to places all around the world!

Some areas we do not ship to (yet!) include: Africa, Belgium, Bulgaria, China, Egypt, Ghana, Indonesia, Israel, Lithuania, Malaysia, Russia, Nigeria, Pakistan, Palestine, Romania, Southwest Asia, Turkey, Ukraine, and Yugoslavia. If you are unsure if we ship to your country, send an email to customerservice@3dlasergifts.com and we will let you know.

» Are there any restrictions with international shipping?
Before we can process an international order, please fax or email either a photo of your credit card or a copy of your credit card billing statement. For your troubles, we will deduct $3 from your order total. International orders cannot be refunded or returned.

3D Laser Gifts is not responsible for custom fees, duties, or taxes.
Holiday Shipping
» Will I receive my order by Valentine's Day 2013?
To receive your crystal before Valentine's Day 2013, please place your order by the following dates:

By February 4 - UPS Ground

February 8 - UPS 3 Day Select

February 9 - UPS 2nd Day Air

February 10 - UPS Next Day Air

If you place your order after the deadline, we cannot guarantee delivery by Valentine's Day.

 

Please note: The above does not apply to Alaska, Hawaii, and Canada.

» Will I receive my order by Mother's Day 2013?
To receive your crystal before Mother's Day 2013, please place your order by the following dates:

By April 30th - UPS Ground

May 2nd - UPS 3 Day Select

May 3rd - UPS 2nd Day Air

May 6th - UPS Next Day Air

If your order is placed after the deadline, we cannot guarantee delivery by Mother's Day.

 

Please note: The above does not apply to Alaska, Hawaii, and Canada.

» Will I receive my order by Father's Day 2013?
To receive your crystal before Father's Day 2013, please place your order before the following dates:

By June 4th - UPS Ground

June 6th - UPS 3 Day Select

June 7th - UPS 2nd Day Air

June 10th - UPS Next Day Air

If you place your order after the deadline, we cannot guarantee delivery by Father's Day.

 

Please note: The above does not apply to Alaska, Hawaii, and Canada.

» Will I receive my order by Christmas 2013?
To receive your crystal before Christmas 2013, please place your order by the following dates:

By December 11th - UPS Ground

December 13th - UPS 3 Day Select

December 17th - UPS 2nd Day Air

December 18th - UPS Next Day Air

If your order is placed after the deadline, we cannot guarantee delivery by Christmas.

 

Please note: The above does not apply to Alaska, Hawaii, and Canada.

Payment
» What are my payment options?
We accept all major credit cards including American Express, Discover, Mastercard, and Visa. We also accept PayPal.

» Why was my credit card declined?
There are several reasons why you may get an error message while trying to process your order. Double check that your phone number, zip code, and CVV number from your credit card are all correct. If all information is correct, try calling your credit company. Some companies ask you to verify large purchases before placing an order.

Coupons & Discounts
» How do I redeem my coupon code for your store?
To redeem, enter your coupon code in the 'Coupon Code' box on our check out page. Click 'Submit' and the discount will be applied to your order.

Limit is one (1) coupon per order.

» Do you offer military discounts?
As thank you for their continued service and dedication to our country, we are happy to offer a 25% discount to all active and retired military personnel.

To qualify for the discount, all military personnel must scan a picture of their military ID. Once scanned, send the copy via email to customerservice@3dlasergifts.com or fax it to 866-283-9147. The name on the military ID must match the name on the billing address of the order.

» Do you offer discounts for firefighters and police officers?
Yes, we are happy to offer a 25% discount to all active and retired firefighters and police officers to show our appreciation of their dedication and service.

To qualify for the discount, all firefighter and police officers must scan a picture of their work ID. Once scanned, send the copy via email to customerservice@3dlasergifts.com or via fax to 866-283-9147. The name on the work ID must match the name on the billing address of the order.

Returns
» What is your return policy?
At 3D Laser Gifts, we are confident that our products will exceed your expectations. In the event you want to return or replace your order, we do offer a 21 day return period for all online purchases. Returned items must be in their original condition and packaging. Also, a reshipping charge will be applied to all replacements. If your order arrives damaged or defective, please contact our customer service.

For further details, please review our Terms and Conditions:

The product must be returned to us within 21 days of invoice.
Please provide a brief written statement mentioning the reason for the return and your account details.
The product must be in its original condition and box.
Unfortunately, we cannot refund your return costs.
Our money-back guarantee applies to both our individual customers and our commercial customers.
A 20% restocking fee applies to all personalized crystals.
Site Security
» Do you store my credit card information?
No, we never store your credit card information. Your credit card number is only captured during the check out process while our system 'talks' to our payment processing gateway. Once the order is placed, we no longer have access to your credit card information.

» Is it safe to purchase online from your site?
The transfer of sensitive information on 3D Laser Gifts is always protected against theft or misuse. When purchasing online, a solid key with a locked padlock icon will appear in the lower left of your browser window, which indicates that your transaction session is secured through Secure Socket Layer SSL Certificate.

» Is my information safe?
The security of your personal information is very important to us. We will never sell or rent your personal information to any third parties under any circumstances. We value your trust and will work hard to protect the security and privacy of any personal information provided to us.

Other
» What are your business hours?
We are in the office Monday through Friday, 9am to 5pm.

For your shopping needs, we are open online 24/7.

» What if I don't see the answer to my question in your FAQs?
If you can't find your answer, we encourage you use one of the methods below to contact us.

'Contact Us' Page: A quick and easy form to voice your questions and concerns.

Email: customerservice@3dlasergifts.com

Toll Free Number: 1-866-283-9147