Please make sure to inspect the contents of the package upon receipt. All shipping related damages must be reported via email (to [email protected]) within 5 days of delivery. To expedite the claims/replacement process, please make sure to include clear photos showing
1) the damaged item showing the engraving,
2) the shipping box & label along with any visible damages, and
3) all internal packaging material (air pillows etc.) your order arrived in.
Claims initiated at a later date or missing supporting documentation listed above may not be honored. Damaged items and packaging must be kept for 7 days as the shipping carrier (FedEx or USPS) may request to pick up the item for inspection.
For best results we recommend submitting logos/artwork in an editable vector format (.pdf .ai .svg .cdr etc). In most case we can also work with artwork submitted in a high resolution raster image format (.jpg .png .bmp ertc). Please note that depending on the format and file resolution, an artwork setup fee (for digitizing the logo, removing colors and backgrounds for engraving) of $10-$15 may apply.
roduction turnaround is generally 2 to 4 business days from from the time approval is received. Please note while we are happy to expedite your order if rush service is needed, due to the custom nature of our products we cannot guarantee a specific delivery date. Contact us to confirm production times on orders over 25 items. See our “order process” FAQ for more information on the ordering process and payment terms for engraved items.
We go to great lengths to ensure that your engraved product comes out looking the best it can. However, certain circumstances are beyond our control. Please note that we cannot be responsible for:
Spelling, punctuation or grammatical errors made or missed by the customer
Errors in artwork submitted by the customer
Errors in user-selected/approved options such as product type, artwork size or artwork positioning
Please note that most crystal products in our selection are hand crafted at some stage of the original manufacturing process and therefore may have small imperfections which in most cases should not be considered flaws but a natural result of hand-crafting (unrelated to the engraving process). While we carefully inspect each item for any potential flaws before engraving, we cannot be responsible for minor imperfections inherent in hand crafted crystal products.
If you are not satisfied with your purchase and believe it is attributable to an error during our engraving process (apart from the instances listed above) please contact us within 7 days of receiving the item(s). If we determine that a refund is warranted, such refund will be issued for the amount of the original engraving cost applied to the item(s) in question.
We accept returns for unused blank (unengraved) items with original packaging for 15 days from the date of purchase. Please contact us for a return merchandise authorization (RMA) number. Once the returned item is received and inspected, a refund will be processed and a credit will be automatically applied to your credit card or original method of payment within 7 days. We reserve the right to apply a 15% re-stocking fee for items received without or with damaged original packaging.
We are unable accept returns for engraved/personalized items.
DOMESTIC SHIPMENTS – Our standard shipping method is FedEx Ground service, however express FedEx Express Saver, 2-day and Overnight shipping options are also available during checkout.
INTERNATIONAL ORDERS – We can provide shipping to most countries via USPS International Priority (5 to 9 business days) or FedEx International Economy (2 to 4 business days) service, both trackable online. Please note that nGrave Solutions cannot be responsible for unforeseen delays during shipping / customs processing for orders shipped to destinations outside the continental US