Frequently Asked Questions 

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.

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 decanters in our selection are hand crafted at some stage of the original manufacturing process and may contain small imperfections (tiny bubbles or faint lines – unrelated to the engraving process) which in most cases are not considered flaws but rather a naturally occurring imperfection as a result of the cooling down process during hand crafting/forming process. While we carefully inspect each item for any potential flaws before engraving, we are unable to accept returns or offer exchanges based on 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 5 business 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.

Non-Personalized / Blank Items

Non-personalized / blank items can be returned for a full refund within 60 days of the purchase date. To be eligible for a refund, the item must be returned in new, unused condition along with all original packaging material it arrived in.

To initiate a return, please email us with your return request to receive a return authorization number (RMA). Items returned without prior authorization (RMA) will not be processed.

Personalized / Engraved Items

We are unable accept returns for engraved / personalized items.

If you are not satisfied with your purchase and believe it is attributable to a manufacturing defect or an engraving error (apart from the instances listed in the previous section) please contact us via email email within 5 business days of receiving the item(s) along with a description and images showing the issue so that a determination can be made whether a replacement item may be warranted.

Standard Production & Shipping (default):

Production: 1 to 3 business days
+ Ground shipping: See shipping transit times

Priority Production & Shipping (+$35)

The most cost effective combination of Priority Order Processing and/or Express Shipping will be quoted for the order to ensure delivery by the requested date. (Can be selected when filling out the engraving order form or during checkout)

NOTE: When calculating expected delivery,
please take into account both order processing & shipping

For best results we recommend submitting artwork and images in an editable vector format (.eps .ai .svg .cdr), however in most cases we can also work with good quality/high resolution raster images (.jpg .png .bmp). All artwork will be digitized so that necessary changes (removing colors and backgrounds) can be made to prepare the artwork for engraving. 

When working with complex or low quality artwork that requires extensive cleanup/preparation, an artwork setup fee of $10 to $20 may apply.