All of our custom crystal products are made of K9 Crystal. We chose this material because it’s optically clear and free from impurities, which makes it perfect for showcasing 3D engraved images. It’s also highly durable; even after a lifetime of use, these crystals never lose their characteristic shine.
All of our engraved products are made from high-quality crystal, which is pretty fragile. However, as long as you handle your crystal with care and display it somewhere safe, it should last for over a lifetime!
Will the image inside my crystal wear out or get discolored over time?
Nope, never! As long as your crystal remains intact, the image inside will be safe from any kind of fading, deterioration, or discoloration.
How do I clean my crystal?
Step 1: Use glass cleaner to remove dust and restore your crystal’s shine.
Step 2: Dry it with a dust-free microfiber cloth, glass cleaning cloth, or other soft cloth. Don’t use paper towels or any other rough materials, as these might scratch the surface.
Step 3: Sit back and bask in the brilliance of your sparkling crystal.
Where should I display my crystal?
Your crystal is a work of art, so you’ll want to display it somewhere you can show it off! Place it against a dark background to make your unique engraving stand out, and make sure to choose a location in your home where it’s not likely to fall or get knocked over.
Do I need to purchase a light base for my crystal?
Our custom crystals are designed to stand on their own, but adding a lighted base can help to highlight the unique details of your custom engraving.
Depending on where you plan to display your crystal, proper illumination could make a big difference. You can take a look at our LED Light Bases here.
About Crystal Engraving
What’s the difference between 2D and 3D?
A 2D laser engraving is a detailed replica of your photo that will appear as a flat image within your crystal. A 3D laser engraving, on the other hand, will recreate your photo with realistic depth. When viewed from the front, it will look almost like a statue suspended inside your crystal.
Turn it around, and you’ll have an image that appears to be directly facing you no matter the angle you examine it from, effectively “following” you with its gaze.
Currently, we offer the 3D engraving option for all our crystal showpieces at no extra cost. Our crystal accessories, such as necklaces, keychains, and wine stoppers, are available in 2D as well as 3D. There is a $25 3D conversion fee for these products.
How do you put a 3D image inside a crystal?
All of our custom crystals are engraved using state-of-the-art laser technology that allows us to create tiny etchings at specific points beneath the surface of the crystal. These points are plotted at various depths to create a 3D image. You can learn more about our3D crystal engraving process here.
How many people can fit on a crystal?
To make sure we can create the best possible 3D image inside your custom crystal, we’ve come up with a solid rubric for the maximum number of faces or figures we can engrave inside each of our crystal shapes and sizes.
1-2 figures: Small Rectangle, Small Square, Small Heart, Small Diamond, Small Iceberg
Up to 3 figures: Medium Rectangle, Medium Square, Medium Heart, Medium Diamond, Medium Iceberg
Up to 4 figures: Large Square, Large Heart
Up to 5 figures: Large Rectangle, Large Diamond, Large Iceberg, X-Large Heart, XX-Large Square
Up to 7 figures: XX-Large Rectangle
Up to 9 figures: XXX-Large Rectangle, Max Rectangle, Titan Rectangle
For our crystal necklaces, keychains, and wine-stoppers, we recommend using photos with 1-2 figures.
When you select a crystal product, you’ll be able to view a handy chart with the recommended number of figures for each size of that item.
If you’re uploading a picture with more than one person or pet, be sure to let us know how many of the figures you want to have included in your crystal. You can do this by writing a special request in your Order Notes after entering your billing address during checkout. If you don’t plan to include everyone in the photo, please specify which figures you’d like to have engraved.
Will the background of my photo be included in my engraving?
Typically, our designers remove the background of your image before engraving it; that way, the subject of your photo is the focal point of your crystal. If you want to keep your background, you can specify this in the Order Notes during checkout. You should also alert us if there are any secondary objects in your photo that you would like to have included in your engraving; for example, if the subject is standing next to or holding something of significance that might otherwise be cropped out.
Can I get a color image inside my crystal?
That would be neat, but unfortunately laser engraving isn’t the same as laser printing. Our custom crystal images are created by making tiny laser etchings on specifically plotted points beneath the surface of the crystal. Because of that, we’re not able to deposit color. We still think the final product looks pretty cool!
What kind of images can I upload?
You can upload any high-quality image that you’d like to have engraved in your crystal. That could be a favorite family photo or a picture of you and your spouse. It could also be a really great selfie or a picture of your dog. Everyone has unique memories that are special to them, and at ArtPix 3D, we totally get that.
So go ahead! Upload a photo of the llama you saw at the petting zoo, the cactus that poked you on your family vacation, or the treehouse you used to hang out in before it got struck by lightning.
Maybe this picture is linked to a significant moment in your life, or maybe it’s part of an elaborate inside joke; either way, we’re happy to engrave it in a custom crystal keepsake that you can treasure forever.
Any image, you say?
Well, almost. You can send us a photo of any subject; whether or not we can engrave it in 3D depends on the quality of the photo. For example, we’ll happily engrave a picture of your car, but if you send us a photo that was taken in the dark, the resulting engraving won’t be very impressive.
How do I choose the best photo for my 3D engraving?
Selecting a photo is the most important part of your customization process. After all, your 3D image will be the focal point of your crystal! Our designers ensure that each photo looks its best before engraving, but certain types of photos can produce especially breathtaking 3D images.
Here are a few tips to help you choose the best picture for your 3D engraving.
Portraits and half-body shots tend to yield the most impressive results. To get the neat “following” effect on the backside of your crystal, you should pick a photo with a clear view of the subjects. All faces should be looking into the camera.
Choose a photo that was taken in good lighting. Shadows can sometimes become empty space in a 3D engraving.
Try to avoid photos taken from a bird’s eye view or other unusual angles. These images can sometimes look strange as 3D engravings.
You’ll receive a warning message if you try to upload an image that doesn’t meet our minimum requirements. However, our system can’t detect every potential issue with an image. We do our best to screen each image we receive, but if you have any doubts about your photo, you should email it to us at email@example.com.
How do I know if my photo is high-quality?
When you select Upload Photo on the crystal product of your choice, we’ll show you a quick visual guide with examples of good and bad quality photos to help you choose a great image for your 3D engraving. If the photo you upload doesn’t meet our minimum requirements, you’ll receive a warning message that will prompt you to upload a different picture. When we receive your image, we’ll double-check to make sure that we can use it before creating your custom crystal.
If you’re not sure about the quality of your image, feel free to email it to us at firstname.lastname@example.org. You can also contact us through Live Chat by clicking the Help button in the lower right corner of your screen.
What kind of changes will you make to my image in your editing process?
When we receive your photo, the first thing we’ll do is remove the background, including secondary objects. You can let us know in your Order Notes if you want to keep your background or any other objects in your photo.
Next, our designers will use super high-tech editing software to optimize the remaining image for the 3D laser engraving process. Depending on your photo and the crystal shape you choose, we may need to slightly alter the size or position of your image to make it a better fit. We may also have to zoom in or out a little, which may result in some outlying details being cropped. If a small detail is missing from the original photo, such as a subject’s fingertip or the top of their hair, our designers may add it in the final engraving.
We make these changes to ensure that the 3D image inside your custom crystal looks as stunning as possible. We may contact you to suggest a different crystal shape if our designers feel it would better accommodate your image.
If there’s anything about your photo you don’t want our designers to enhance, let us know in the order notes; we’ll do our best to accommodate your request. Be aware, though, that opting out of certain edits may negatively affect the overall appearance of your final product.
What is the “floating head” effect, and how can I avoid it?
Ah, yes, the dreaded “floating head” effect. This occurs when someone’s neck is obscured in your photo, either by a shadow or the camera angle. We can’t recreate something that’s not visible, so there may be an empty space in the resulting 3D engraving where the neck would normally be. This can make it look like the subject’s head is floating above the rest of their body.
Most of the time, this empty space is only visible from a few specific angles, so it’s nothing to worry about. However, you should always double-check the photos you plan to upload for any areas where the lighting or camera angle might obscure an essential detail of the subject’s face or body. If you’re concerned about your photo, feel free to send it to us at email@example.com or through Live Chat by clicking the Help button in the lower right corner of your screen.
How do I send you my photo?
It’s easy! When you select a crystal in our shop, you’ll be able to upload a photo from your computer or mobile device onto a blank template by clicking Upload Photo.
Once your image is uploaded, you’ll drag it into the position you want, then use the Rotate and Zoom tools to adjust its size and orientation on the template. When you’re finished, select Done and scroll down to continue customizing your item.
What kind of file format can I upload?
We accept the following file formats: JPG, JPEG, GIF, TIFF, BMP, and PNG.
If your image isn’t in any of these formats, or if you’re having trouble uploading your photo, please email us at firstname.lastname@example.org or contact us through Live Chat by clicking Help in the lower right corner of your screen. You can also give us a call at +1 (855) 227-5861.
Why isn’t my image upload working?
There could be a few different issues at work here. First, double-check that your file is in a format we accept, namely: JPG, JPEG, GIF, TIFF, BMP, or PNG. You can also try using a different browser. If you’re using a mobile device, try switching to a computer or laptop.
If you’ve tried everything and you’re still having trouble, call us at +1 (855) 227-5861 or click the Help button in the lower right corner of your screen to contact us through Live Chat.
Can I use a black and white photo?
Yes, you can upload a black and white photo to be engraved on your crystal. As with any other photo, please make sure that the image is high quality. Any blurry areas or indistinct figures will affect the quality of the engraving.
Can I send you a full body shot?
Sure! While close-up portraits tend to make the most impressive 3D images, we can still create a gorgeous 3D engraving from a full body shot. Just let us know in your Order Notes that you’d like us to include the subject’s entire body in your engraving. You should also be aware that, for more detailed images, the best results are achieved with larger crystals.
Can you engrave my ultrasound photos?
Of course! Ultrasound photos represent a very special moment in a parent’s life, and we’re happy to help you commemorate it with a custom crystal.
Can you engrave adult content?
Sure, we can engrave adult or sensitive content, as long as it’s legal. However, if we feel that your photo’s content is inappropriate, we may choose to decline the order. Should this happen, you will receive a full refund to your original payment method.
You can email your photo to us at email@example.com if you’d like us to evaluate it prior to placing your order. You can also upload your photo as you normally would, and we’ll review it before starting the engraving process.
Don’t worry: your photos are safe with us. We’ll store them securely for one year, just in case you need us to remake or duplicate your order. We never use your photos for any purpose other than creating your crystal.
Can I send you my own 3D image?
Absolutely! Just send it to firstname.lastname@example.org as an OBJ file. We’ll have our designers take a look at it, then we’ll contact you to let you know whether or not we’ll be able to use it.
About Fingerprint Crystals
How do you make your Fingerprint Necklaces and Ornaments?
To make our Fingerprint Necklaces and Car Mirror Ornaments, we use pretty much the same laser engraving method as we do to make our 2D photo crystals.
Once you upload your fingerprint, our designers will enhance your image for the engraving process. Next, we’ll use state-of-the-art laser engraving technology to create tiny etchings at specific points beneath the surface of your crystal. These points are plotted on a flat plane inside the pendant, forming a 2D replica of your fingerprint.
How do I get someone’s fingerprints?
Getting someone’s fingerprints is easier than it sounds. There are a few different methods you can try.
If your loved one has passed on, the funeral home may have a set of fingerprints on record. Anyone who has served in the military may also have fingerprints on file.
If you’re planning to take your loved one’s fingerprints or your own at home, you can try the DIY method. View our tutorial here.
How can I upload my fingerprints to your website?
Once you have a high-quality fingerprint, uploading it to our website is a piece of cake. First, take a photo or scan of your fingerprint. Make sure that the print is visible. If the picture is dark or blurry, we won’t be able to recreate it in your crystal.
When you have a clear photo, choose the crystal shape and size you want to order. Select Upload Photo, then use the Rotate and Zoom tools to adjust the image on a template of your item. When you’re finished, select Done to continue personalizing your item.
How can I make sure my fingerprints are high-quality?
It’s pretty easy to tell a decent fingerprint from a poor one. The two main things you’ll be looking for are clarity and contrast.
Clarity means that you can easily see individual lines in your fingerprint. You should be able to recognize a pattern in these lines.
Contrast means that you can distinguish between the light and dark parts in your fingerprint. The lines in your print should be dark, while the spaces in between should be light.
If your fingerprints are too dark, i.e., if there’s too much ink or graphite on your finger, you run the risk of creating a solid blob instead of a clean image. Conversely, if you don’t use enough, you can end up with a print that’s way too light to see.
Once you have a clear fingerprint, make sure your photo or scan is easy to see. A poor photo of a good fingerprint is just as bad as a poor fingerprint. If you’re taking a picture with your phone, take a close-up in excellent lighting.
How will I know if my fingerprints are usable?
As soon as you select Upload Photo on our website, you’ll see a pop-up message with examples of good and poor quality fingerprints. If your fingerprint photo resembles one of the bad examples, you should consider trying to get a better print or picture.
When we receive your fingerprint images, our designers will examine them to make sure they’re usable. If we notice any potential issues, we’ll contact you and let you know how to proceed.
How long does it take you to make a Fingerprint Necklace or Ornament?
Your fingerprint crystal should be personalized, shipped, and delivered within 1-5 business days. If you’re ordering this item for an important occasion, we recommend leaving yourself a little extra time, just in case.
Will my fingerprints be safe?
Absolutely! We’ll keep your prints on file for a year, just in case you need a remake or want to duplicate your order. During that time, they’re completely safe! We’ll never use them for any purpose other than to create your crystal pendant.
About Customizing Your Crystal
How do I make a special request?
It’s super simple! Once you’ve reviewed your order in your cart, select Proceed to Checkout. You’ll have the option to write any special requests or instructions under Order Notes after you enter your billing address.
If we’re unable to approve your special request, we’ll contact you to discuss alternative options. You can always email us at email@example.com or give us a call at +1 (855) 227-5861 to find out if your idea is feasible.
What if I want a specific layout?
It’s easy to customize the layout of your image on our website. When you choose a product and upload your photo, you’ll have the option to adjust your image on a template of your crystal. You can drag your photo into the position you want, and you can also fine-tune its size and orientation using the Zoom and Rotate tools.
Once you’re finished, select Done to continue customizing the rest of your crystal. Our designers will adhere as closely as possible to your configuration, so make sure that you’re happy with the way your photo looks on the template before moving on.
If you can’t achieve the look you want using the tools on our website, you can make a special request in your Order Notes, or email us at firstname.lastname@example.org.
Can I have a message engraved on my crystal?
Of course! You can add custom text to any size of our 3D Crystal Rectangle, Square, Heart, or Diamond.
Once you’ve selected your crystal shape and uploaded your photo, it’s easy to personalize it with a special message. Just type it into the text box labeled Custom Engraving. Your message should be 50 characters or less, including spaces.
When you view the product in your cart, you’ll be able to review your message in your order summary. You should always make sure your text is correct before completing your purchase.
Is there a character limit?
Our custom engravings have a limit of 50 characters, including spaces. This ensures that we have enough room to create your 3D image.
Do you have different font options for personalized messages?
You bet we do! We have four unique font options for you to choose from during the customization process. Simply type your message into the text box and select your font from the corresponding menu.
Can I add a symbol, special shape, or emoji to my text?
You sure can! Just include it along with your text under Custom Engraving. You can use an emoji from your phone keyboard, a symbol from the Character Map on your computer, or you can copy and paste a symbol from somewhere else.
Be aware that simple emojis and symbols, such as heart shapes or smiley faces, are the best options for laser engraving. If our designers determine that the symbol you requested won’t look good in your final engraving, we’ll contact you so that you can pick something else.
Can I request a special message in another language?
Absolutely! We can engrave a special message in almost any language. For non-Roman alphabets, we may have to use a simpler font than the ones we offer on our website.
I am shipping a crystal gift to someone else. Can you include a note in the order?
Currently, we don’t have the capability to include personal notes with our products. However, we do have plans to introduce this option in the near future!
Can I have a 3D version of my company logo engraved in a crystal?
We’re more than happy to create a 3D version of your company logo! Typically, we find that logos with textured shapes or pictures tend to create the most dynamic 3D images.
We can still engrave a plain text logo or a simple line drawing, but the 3D effect probably won’t be as pronounced. If you’re concerned about how your logo will look in 3D, you can email it to us at email@example.com before ordering; we’ll be happy to take a look!
About Placing Your Order
How do I place an order online?
Ordering a custom crystal online at ArtPix 3D is easy! You’ll start by selecting a crystal product from our shop. Next, you’ll upload your photo and adjust its position on a template of your crystal shape. Once you’re happy with your preview, you can customize your crystal by choosing your size, adding personalized text, and selecting a light base option. When you’re finished, select Add to Cart.
You’ll be able to review your order summary in your cart. Make sure to verify that everything is correct, then select your shipping method. If you have a discount code, you’ll have the opportunity to apply it at this stage. Select Proceed to Checkout to enter your address and payment information and complete your purchase.
Yes! You can place an order to be delivered to your home at any of our stores. If you visit our shop at Fashion Outlets of Chicago, you can request an in-store pickup. Depending on your order, you may even be able to pick it up the same day!
How do I create an account?
It’s easy! Just go to our Log In page, and create a username and password under “Register.” Be sure to choose a secure password that you don’t use for other websites.
You’ll also have the option to create an account during the checkout process when you place an order. Welcome to the ArtPix3D family!
Do I have to create an account to place an order?
Of course not! We offer you the option to create an account so we can improve your online experience, but our website lets you customize your crystal and place your order with no strings attached.
After checkout, we’ll ask you if you’d like to create an account with us, and whatever you decide is just fine. You can also change your mind at any time by going to the Log In page.
How long will it take to process my order?
Your order should be processed, shipped, and delivered within 1-5 business days. If you’re ordering a crystal for an important occasion, we recommend leaving yourself a little extra time, just in case.
How do I know if you received my order?
You’ll receive an automatic confirmation email after you place your order.
However, if you’re asking this question, it probably means you haven’t gotten one.
Check your spam folder, and if you still don’t see it, double-check that you used the correct email address to place your order. Still no luck? Give us a call at +1 (855) 227-5861 or email us at firstname.lastname@example.org.
What payment methods do you offer?
For online orders, we accept credit cards, debit cards, and Paypal. At our store locations, we accept cash or credit. We’re unable to accept checks.
Why isn’t my credit card working on your website?
You might be having trouble with your online payment for a number of reasons. The first thing you should do is double-check the credit card information and billing address you entered. If it’s all correct, contact your bank and credit card company. They’ll be able to let you know if there are any issues with your card or account.
Once you’ve checked with them, try placing your order again. If you’ve tried everything and are still having trouble, please give us a call at (855) 227-5861, and we’ll figure out what’s going on.
Do you offer military or police discounts?
Yes! We’re pleased to offer a 20% military and police discount to all active troops and officers as well as veterans. Just call us at +1 (855) 227-5861 or send us a message here.
We’ll ask you to send a scan or photo of your military or police ID email@example.com. Once we receive this email, we’ll be more than happy to provide you with the discount code. Thank you for your service!
Can I place a bulk order and receive a bulk discount?
We approve bulk orders and discounts on a case by case basis. If you are interested in placing a bulk order and reviewing our discount options, please contact us directly by calling +1 (855) 227-5861 or by emailing us at firstname.lastname@example.org.
About Site Security
Are my photos safe?
Does ArtPix 3D specialize in custom crystal gifts? The answer to both questions is a hearty yes! We’ll keep your photo on file for a year, in case you need a replacement or duplicate of your order. During this time, we make sure your photo is totally safe.
Will you ever use my photos to advertise your product?
No way! We respect your privacy and would never, ever use your photos to advertise our products without your consent.
Is my payment information safe?
Of course it is! At ArtPix 3D, your security is our priority. We don’t collect any of your credit card information; we use a secure payment processor that ensures your information is only used to complete your transaction.
Is my personal information safe?
Yes! Any information we gather on our website is used for the sole purpose of improving your experience. For example, our site may remember your settings and preferences in order to streamline your next purchase.
We may collect contact details in order to send you exciting newsletters and promotions, which you are free to opt-out of. We also collect information about how our site is being used; this helps us figure out how we can provide the best possible online service to our clients.
What are your shipping options?
The shipping options that will be available for you to choose from during checkout are:
Free Shipping (2-6 days processing, 1-5 business days shipping)
Standard $5.99 (1-5 days processing, 1-4 business days shipping)
Expedited Standard $9.99 (1-4 days processing, 1-3 business days shipping)
High Priority Standard $15.99 (1-3 days processing, 1-2 business days shipping)
Express $19.99 (1-2 days processing, 1-2 business days shipping)
High Priority Express $39.99 (1 day processing, 1 day shipping)
Can I use a shipping address that’s different from my billing address?
You most certainly can! Once you enter your billing address, check the box that says “Ship to a different address.” This opens an additional form where you can enter your preferred shipping address. We may contact you after you place your order to verify your shipping details.We may also ask you to provide us with a scan or photo of your ID as well as a piece of mail with your name and current address as proof of your billing address.
Will my crystal be safe during shipping?
Absolutely! At ArtPix 3D, we make sure each crystal that departs from any of our locations is well-protected against the perils of travel.
We package our crystals in sturdy gift boxes (except for necklaces; these are packaged in gift bags) then wrap them in plenty of bubble wrap to absorb any bumps or jostling.
However, despite all precautions, accidents do sometimes happen. If your crystal is damaged in any way when it arrives, please contact us immediately at +1 (855) 227-5861.
Do you ship internationally?
Currently we only ship to locations within the U.S. However, we’re hoping to be able to ship internationally in the future, so stay tuned!
Can you ship to a P.O. Box?
Absolutely, as long as it’s within the U.S. These deliveries will be handled by USPS.
Can you ship to an APO or FPO address?
Sure thing! USPS typically handles these deliveries.
Where is my crystal right now?
Once your order is on its way, you’ll receive a confirmation email with a tracking number. You can use this number to track the status of your package here, or you can input your email address and order number.
My order should have arrived by now, but I haven’t received it!
Don’t panic! The first thing you should do is double-check the current delivery status of your order. You can enter your tracking number or your name and email address right here to find out if your package is still in transit. If it says your package was delivered, contact your neighbors to make sure it wasn’t dropped off at the wrong address by mistake.
If you’ve ruled out the possibility of a shipping delay or misdelivery, give us a call at +1 (855) 227-5861 within 5 days of the date you should have received your package. We’ll be able to either figure out what happened to your package or send you a new one.
Oops, I ordered my crystal to the wrong shipping address! Can you change it?
That shouldn’t be a problem, as long as we haven’t shipped your order yet. Changing the address becomes a little tricky once a package has left our premises, so you should call us at +1 (855) 227-5861 as soon as possible.
Can I pick up my order in person?
Unfortunately, we aren’t able to ship online orders to any of our store locations. However, you can visit ArtPix 3D at the Fashion Outlets of Chicago to place an order for an in-store pick up. Depending on your order, you may even be able to pick it up the same day!
About Changes, Cancellations, and Returns
How do I cancel my order?
Was it something we said? Just kidding, we won’t get offended if for some reason you need to cancel your order. Just email us at email@example.com and let us know the reason for your cancellation.
Please contact us as soon as you realize you want to cancel your order. We can only issue a full refund if we haven’t begun production on your item. Since we pride ourselves on our efficiency, we may start working on your crystal sooner than you might expect.
Even if your order is ready or partially ready when you contact us, we can still cancel it. However, we will have to subtract a 10% or 20% fee from your refund.
What if I want to make a change to my crystal after I already placed my order?
No worries! It’s pretty easy to make a change to your order, as long as you contact us before we’ve started working on your crystal. That said, we can be pretty fast, so you’ll want to give us a call at +1 (855) 227-5861 or shoot us an email as soon as possible.
If you need to make a change to your personalized text, email us at firstname.lastname@example.org with your order number and let us know what you’d like your message to say.
It’s a little trickier to choose a different photo for your crystal after placing your order, but we should still be able to make it happen. If you contact us before we’ve started production, we can easily substitute a new image; just send it to us at email@example.com. Otherwise, you may have to cancel your original order and place a new one. Depending on how much of your crystal is finished, we may have to subtract 10%-20% from your refund.
If you decide you want a different size for your crystal, you’ll have to cancel your order and place a new one. Again, be sure to contact us as soon as possible; we can only offer you a full refund on your original order if we haven’t started production on your crystal.
How do I return my crystal?
We’re sorry to hear that you want to return your crystal, but, hey, no hard feelings! Here’s what you need to know:
We only accept returns within 14 days of delivery. We only accept returns that are in the same condition they were received.
We will need to see a receipt or proof of purchase. The best way to do this is to print your email receipt and include it with your return.
We are not able to refund the 20% design fee built into the cost of your crystal. All returns must be shipped to 2250 Arthur Ave, Elk Grove Village, IL 60007, United States.
Once your return has been received and examined, you’ll receive an email notification. If approved, your refund will be issued via your original payment method within a few days.
My refund was approved, but I didn’t receive it!
Don’t freak out! It may take a few days for your refund to be processed. If it’s already been a few days and you still haven’t received it, contact your bank and credit card company. They may be able to provide more information about why the transaction hasn’t gone through yet.
If they don’t have an answer for you, send us a message here, and we’ll figure out what happened.
What is a design fee and why is it non-refundable in some cases?
Creating a personalized photo crystal is a detailed process. A big part of that process involves optimizing your photo so we can convert it into a 3D image that looks amazing inside your custom crystal.
This task is undertaken by our skilled designers, who work very hard to ensure that your final product is absolutely breathtaking. 20% of the price of your crystal is a built-in design fee that covers part of the cost of this creative labor.
If you decide to return or cancel your order after it has already been created, the design fee will be subtracted from your refund.
Can I exchange my crystal if I don’t like it?
We’re pretty sure you’re going to love your custom crystal. However, on the off chance that something goes wrong with your order, we’re prepared to make it up to you.
If you think there might be something wrong with your crystal, email a photo of it against a dark background to firstname.lastname@example.org and give us a brief explanation of the problem. We’ll have our designers take a look at it.
If it turns out there is something wrong with your crystal, we’ll be happy to offer you the option of exchanging it for a remake of the same item. You can send your old crystal back to us at 2250 Arthur Ave, Elk Grove Village, IL 60007, United States.
Oops, I dropped my crystal! Now what?
Hey, accidents happen. If your crystal meets a grisly end within 14 days of its arrival, send us a photo of the broken item at email@example.com, and we’ll see what we can do.
My item arrived damaged!
We do our best to ensure the safe delivery of your crystal, but accidents sometimes happen despite the most careful precautions. That’s why it’s really important to open your package right when you receive it. The sooner you see what’s inside, the sooner you can let us know if anything is wrong.
If you open your package and find that your crystal has been damaged, don’t throw away the original packaging. This includes the shipping container, bubble wrap, and gift box.
We’re going to need to see a picture of your damaged item as well as pictures of the box and wrapping materials it arrived in. Please send your photos to firstname.lastname@example.org 48 hours of receiving your item. Be sure to contact us between 9AM and 9PM so that one of our customer service representatives will be available to assist you as quickly as possible.
Once we receive your photos and contact our shipping provider, we’ll be able to figure out what we can do for you.
What are your hours?
Our store hours are:
Water Tower Place: Mon – Sat 10AM- 9PM, Sun 11AM – 6PM
Fashion Outlets of Chicago: Mon – Sat 10AM – 9PM, Sun 10AM – 7PM.
Our customer service representatives are happy to answer any questions from 9AM-9PM through Live Chat or over the phone at +1 (855) 227-5861.
You can send us an email at any time of day or night, and we’ll respond as soon as possible during our open hours.
What are your store locations?
We have two store locations in Illinois:
Water Tower Place 835 N. Michigan Ave., Chicago, IL 60611 USA (VIEW MAP) Tel: +1 (855) 227-5861
Fashion Outlets of Chicago 5220 Fashion outlets way, Rosemont, IL 60018 USA (VIEW MAP) Tel: +1 (855) 227-5861