Frequently Asked Questions
WHEN WILL I SEE A PROOF?
With Standard Orders, your proof will be sent within 48-72 hours. With Rush Orders, your proof will be sent within 24-36 hours. We will not proceed with a final work until we have received your approval. We offer two free proof changes with every order. If you need to make additional artwork changes, the customer will be charged a labor fee of $15.00 per change.
Customers, please reply within 24 hours to avoid shipping delays. Late approvals from customers may cause a delay in your order. Once you have approved the proof, responsibility for any mistakes shifts to you, the customer. In this unlikely circumstance, Custom Crystal Designs offers a 25% courtesy discount to replace your crystals.
HOW MUCH IS ENGRAVING?
Engraving is FREE. Your logo, text, background picture removal, and personalization are included in ourprice. There are no hidden charges!
WHEN WILL MY ORDER BE READY?
Please allow 3-4business days from art approval for shipping.
Please note: We do not need your artwork, text, or personalization to place an initial order. You may send your artwork separately if you choose.
DO YOU DO RUSH ORDERS?
Yes, we do Rush Orders, and we will make every effort to accommodate your needs. There is a $15.00 Rush Order fee for basic orders.
DO YOU OFFER DISCOUNTS TO NON-PROFIT ORGANIZATIONS?
Yes, we do. We are proud to work with non-profit organizations. We offer an additional 15% discount off our already low prices on all of our stock items. All you need to do is submit documentation verifying your non-profit status.
CAN THE WORDING BE IN ANOTHER LANGUAGE?
Yes! This is your custom crystal. We have done crystals in Chinese, Tagalog, Spanish, and Russian, to name a few. We work with you to ensure that your custom crystal is everything you expect and want.
CAN YOU CREATE A CUSTOM AWARD FOR ME?
Custom Awards are our specialty! We can create almost any design to fit your needs. The best way to get your project started is to fill out the Custom Awards located on the Custom Awards page. All we need are your ideas, quantity desired, budget, and timeline. We will take care of the rest.
DO YOU HAVE MINIMUM ORDERS?
No. You may order one piece.
WHAT METHODS OF PAYMENT DO YOU ACCEPT?
Online Payments: PayPal and Google Checkout are accepted for secure and easy online payment at checkout.
Direct Bank Payments: In an effort to reduce processing fees to keep our pricing competitive, we have added ACH and wire transfer payments. This is an easy and effective way for our clients to secure their products and ensure on-time shipping. Please contact Billing at firstname.lastname@example.org for more information.
Check Payments: Checks may be accepted from companies with approved credit. No personal checks are accepted. Products are shipped when funds clear our bank. In the event your order is time-sensitive, we strongly recommend paying by credit card, ACH or wire transfer. A returned check fee of $25.00 will be assessed in the event a check is returned for insufficient funds.
Purchase Orders and Net 30 Terms: Custom Crystal Designs reserves the right to grant Net 30 payment terms. If you are granted payment terms, you agree that if you are late paying your invoice, a 2.0% per month (20% per annum) finance charge or the maximum charge permitted by law may be assessed against all accounts with past due balances. You agree to pay all the company's reasonable attorney's fees and all collection agency fees incurred in the collection of any amount owed hereunder and not paid when due.
CAN I CANCEL MY ORDER AFTER IT HAS BEEN PLACED?
You have until the end of the business day on the day your order is placed (5:00 pm PST) to cancel your order for a full refund.
WHAT IF MY CUSTOM CRYSTAL GIFT OR AWARD ARRIVES BROKEN?
We take the ultimate care in packaging and shipping your pieces; however, accidents may occur. We must be able to file a claim with the carrier, so it is imperative that any damages are reported within 48 hours of receipt, and all packaging is retained for inspection. If you receive damaged crystals gifts or awards, we will take care of all costs required to replace your awards free of charge before your event. Failure to report damages within 48 hours, or failure to retain packaging, may nullify our claim with the carrier--and charges to you may apply.
WHAT IF MY CRYSTAL GIFT OR AWARD ARRIVES ETCHED INCORRECTLY?
We take great care to ensure accuracy on all of our gifts and awards. Policies are in place to ensure we laser engrave only and exactly what you want; remember, you get the final approval of proofs before we begin etching your laser crystal. Still, mistakes may happen. If you receive awards etched differently than your approved artwork , we will take care of all costs required to replace your awards free of charge before your event. If it is the customer’s error, we offer a 25% courtesy discount to remake your awards. Any expedited shipping is the responsibility of the customer.
DO YOU SHIP INTERNATIONALLY?
Most of our pieces ship within the United States. We can ship internationally as long as you provide a UPS or FedEx number for 3rd-Party shipping. A $10.00 per box charge for shipping and handling will apply. All orders must originate from the United States. We do not accept any orders that originate overseas.
CAN I ORDER MULTIPLE CRYSTALS NOW, AND GET THEM ETCHED AT A LATER DATE?
Yes, you may. The benefit is that you get our quantity discount, and your crystal gifts and/or awards are ready to etch any time you need them. Payment on the total quantity is due when order is placed.
CAN YOU DROP SHIP THE CRYSTAL GIFTS AND/OR AWARDS TO DIFFERENT LOCATIONS FOR ME?
Yes. If you have five or more addresses, please send the addresses in an Excel spreadsheet and e-mail to email@example.com. Four and under, send the addresses to firstname.lastname@example.org.
DO ALL GIFTS AND/OR AWARDS COME IN A PRESENTATION BOX?
DO YOU DO WEDDING AND/OR PARTY FAVORS?
Yes! This is one of our specialties. You should call and talk to a specialist to ensure that your keepsake will be exactly how you envision it for your special occasion. For favors, there is a minimum order of 25 to get the quantity discount. There a one-time setup fee of $25.00. We have crystal keepsakes for all budgets.