What if my order is delivered late?

In a normal situation, where FedEx and UPS have a money back guarantee, if the order is delivered late, we will pursue a claim for the shipping fees, which will be refunded to you when we receive them. In the current Covid-19 world, FedEx and UPS suspended their service guarantees and money back policies in March 2020, which means that there is no recourse for late deliveries and therefore we cannot give you a refund or accept a return of your product for those reasons. It sucks, but that's the world we live in now. Our advice is to order early for any specific occasions. Do not wait until the last minute.

What if my order is never delivered?

Porch pirates do exist! We strongly recommend that you take precautions to have all packages delivered to an address where someone can be there to immediately receive the package and sign for it. One of the reasons we ship with FedEx and UPS is that we rely on their "proof of delivery" to determine whether our shipment is delivered and our position is that if they provide proof of delivery, the package has been delivered. If the package is never shown as delivered by FedEx or UPS, after a reasonable period of time, we will remake the order and ship it to you at no charge.

What if my shipment arrives damaged?

Even though we package our shipments with closed cell foam, it sometimes happens that damage occurs. We'll need a photo of the damaged crystal and packing materials. 99% of the time where there's damage, it's usually just the gift box shielding the crystal from damage. Give us a call and let's see what we can do.

What if there is a problem with my crystal?

We guarantee that you will be happy! If we have made a mistake in making your crystal, we will make it over and ship it to you on our nickel. Mistakes do happen as we're human, but we never fail to resolve the situation. If you just don't like the way the crystal came out, we will send you a shipping label and when we receive the piece back, we will discuss your issues and remake the piece, and ship it to you on our account. The last thing we want is for you to feel that you didn't get what you wanted!

What if someone chips or breaks my crystal?

Crystal is glass and is fragile, so you need to be careful with it and store it in a safe place away from little hands and other meddlesome beings! But, if you break it, give us a call and we'll see what we can do. We'll need a photo of the broken piece, of course. If we still have your image on file, we can usually remake the piece for a discount.

Will you engrave adult content?

Short answer: no, we will not accept artwork that is pornographic in nature. This is out of respect for our staff and others seeing that content

Will you engrave logos or other branded content?

Yes, as long as you own the content or it's an incidental part of the photo. For example, we cannot engrave a photo of Mickey Mouse because that image is owned by Walt Disney and we do not have a license for that. But, we could definitely engrave a photo of you and your family standing next to a Mickey Mouse character at one of the Disney theme parks. If there's a question, we will contact you.

What is the difference between your Economy Light Bases and your Premium Lighted Bases?

Both lighted base lines are high quality and feature super bright white LEDs that really make your 3D image stand out. The big difference between the bases is that while the economy line has a matte black plastic case, the premium line is piano finished solid wood with several coats of gloss black polymer coating. It looks like the finish you see on concert pianos.

What kind of power adapter comes with your bases?

Each lighted base comes with an AC adapter that plugs into the wall socket. Optional battery pack adapters are available.

Why does the 3D conversion only show the front of the photo?

Simply put, it's because the software we use to convert the photo cannot see the back of the head of the person in the photo. It can only work with what it can see, which is the face.