Shipping & Returns
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 orders via a combination of USPS, UPS and FedEx, and cannot guarantee your package will ship with a specific carrier - but we do guarantee it'll get there by the time we say it will. We ship from our headquarters and manufacturing facility in Tampa, Florida.
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, or accept a return for a full refund.
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. This may include a discount on a future crystal, a refund on your shipping charges if you paid for upgraded shipping speeds, or a return for a refund. Each case is different, and some scenarios are outside of our control. 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.
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. 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!