Shipping & Returns
How does COVID-19 affect my delivery?
Due to COVID-19, we have a few notes on our Guaranteed Delivery Date Policy, effective August 1, 2020.
We are open and shipping as normal during the COVID-19 pandemic. However, all major delivery carriers (including UPS, FedEx, and USPS) have suspended their service guarantees in the wake of the situation, and some have pushed back quoted delivery times.
We guarantee we will produce and ship your crystal with a carrier-supplied delivery date equal to or sooner than your Guaranteed Delivery Date.
In the event that your crystal does not arrive by your Guaranteed Delivery Date, we will refund the price paid for shipping in full (if applicable), at our expense, if you reach out to us via our Contact Us page.
At this time, we cannot offer product refunds for not meeting the Guaranteed Delivery Date.
In most cases, this policy will not affect your order at all. UPS, FedEx, and USPS are still delivering the vast majority of packages on time. Once shipped, you will receive a tracking link where you can track your order on its way to you.
What are my shipping options?
When you check out, you'll have a number of shipping options that meet your budget and time frame. We also display the guaranteed delivery dates for each shipping option, so you can know for sure that your order will arrive when you need it, and that you're selecting the best shipping option for your wallet.
How will my order be shipped?
We ship the majority of our orders with UPS, but we cannot guarantee a specific carrier - but we do guarantee we'll ship it to arrive by the time we say it will. We ship from our headquarters and manufacturing facility in Tampa, Florida.
How long does it take for my order to ship?
Once you place your order, you will immediately see it on our Track Your Order page as Processing. We then prioritize orders based on guaranteed delivery date so your crystal arrives on or before the date we promised. For orders with shipping addresses closer to our location in Florida, this may mean a longer handling time than orders distant from us, all so we can meet your guaranteed delivery date. Not to worry, your crystal will arrive when we say it will!
You say you guarantee your delivery. What's that mean?
Our checkout process lists a delivery date based upon our own image conversion, processing, and engraving time, as well as the time our delivery carriers quote us to get your crystal to your destination. Sometimes, whether it's because of something under our control or not (such as weather-related issues), your order may not arrive in time. We promise to make it right in the event that that occurs. Simply contact us and let us know your order was late, and we'll make it right.
We guarantee the shipping dates of all of our orders when we have all of the information available to us at the time of purchase. In other words, if we have to reach out to you to complete a purchase (such as if you select "Choose Later" when ordering a custom crystal, or if we have to contact you regarding a photo issue), we can no longer guarantee the delivery date that was shown at the time of purchase. We'll always give you an opportunity to cancel your order if we have to reach out to you to clarify the order or gather additional information, if the projected delivery date no longer works for you.
My order didn't arrive in time, and now I'm in trouble. What next?
If your order is shipped and not delivered when you expected it, we will discuss options with you to make it work. Simply contact us and we'll make it right. If we have to write a handwritten apology note for who you were going to give your gift to, we can discuss that, too.
My tracking link says "Shipment Ready for UPS." You guys didn't ship on time!
That's not a question, but fair enough point. We have a daily pickup from UPS, and do not print labels until we ship your package. If UPS is claiming they have not received their package and the label was printed a previous day, it is likely that our local UPS distribution center did not scan your package. It may be late, it may not. Unfortunately, we have seen this happen during COVID-19, and our COVID-19 policy is in effect if your shipment does arrive late. Trust us, we're frustrated with the carriers too!
I entered the wrong delivery address! How do I change it?
We understand that mistakes happen. If your order hasn't shipped yet (typically, if you noticed on the same business day you placed your order), we can change it free of charge. However, once your order has been shipped from our facility, we can no longer change the address at no charge, as our carriers (typically UPS) charge us a hefty fee to update the delivery address. There are then two options: You can purchase the Delivery Address Update option where we will perform a delivery intercept with the carrier and reroute your shipment. Or, if your order shipped with UPS (the majority if them will), you can manage your delivery and update the address, typically free of charge, from UPS My Choice, a free portal from UPS to manage all your deliveries, not just ours. Trust us, we hate charging for this - but have no other choice if it's not caught early enough! Contact Us if you have any questions on this.
My crystal was delivered but I never received it! Can I get a refund?
If your delivery link indicates that your crystal was delivered but you did not receive it, we will file a claim with our carrier on your behalf. We will also work with you to get a replacement crystal shipped to you ASAP. However, we are not able to issue refunds for crystals that are lost in transit.
I bought my crystal for someone special and we broke up! Can I get a refund?
We're sorry to hear that! Unfortunately, breakups can be expensive. We can't offer a refund on crystals bought for someone that you're no longer communicating with, we apologize!
What if I hate my crystal?
We know you won't hate your crystal. But there are always exceptions. If for whatever reason you aren't satisfied, reach out to us on our Contact Us page and we'll work with you to reach a satisfactory conclusion. We'll probably have you ship the crystal back to us to see why it was hated so much, but we'll refund you for your inconvenience, minus the cost of the return shipping. We're easy to work with.
Help! My crystal broke!
It's glass! And glass breaks, so do treat your crystal with care. That's also why we use a lot of bubble wrap when we originally ship your crystal. But we empathize with accidents, because we loved making your crystal as much as you loved receiving it. Generally, we offer a big discount on replacement crystals of the same image and text you used with your original order - but we require a tragic photo of your crystal in pieces in order to do this. Reach out to us on our Contact Us page and give us a short description of what happened, and we'll follow up with a request for proof and let you know what we can do to replace your crystal for a discount. Accidents happen, we hope to make them sting a little less.
I have a shipping or return question that wasn't listed here!
If you've read this far, you probably know that the solution to any question that isn't listed here is to drop us a line on our Contact Us page and we'll reply to your individual situation personally. We'll make sure you'll be talking about us to all your friends - and our goal is to make it good things that you're talking about!