Get answers to the most frequently asked questions.
Most Asked Questions
About International Orders
What countries do you ship to?
Besides the U.S., we currently ship to Canada, United Kingdom, Germany, Australia, New Zealand, Singapore, Ireland, The Netherlands, and Sweden. More countries are coming soon.
What are your delivery times for orders outside the U.S.?
For all orders shipped outside the U.S., the handling time is 1-3 days. Please see the delivery times for each country in the table below. If you want your crystal to arrive in time for a momentous occasion, we always recommend ordering a few extra days in advance, just in case.
What are your international shipping options?
All orders outside the U.S. are shipped with DHL Parcel Direct.
The shipping price depends on your country & address and the total weight of the package with the items you order (it will be displayed during checkout).
Will the AC/DC adapter for my light base work in my country?
Currently, the AC/DC adapters that come with our light bases are designed for U.S. outlets. However, you can easily purchase an additional power adapter to make it compatible with the outlets in your home.
What is the non-refundable design fee for international returns?
Your design fee will depend on the processing stage of your order at the time of cancellation.
If you cancel your order while it’s still in production, we’ll subtract a 10% fee from your refund. If you cancel your order when it’s ready to ship, we’ll subtract a 20% fee. If you’re returning an order that has already been shipped outside the U.S., we’ll subtract a 50% fee.
What are your crystals made of?
All of our custom products are made of K9 Crystal. We chose this material for its clarity, 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.
When it comes to caring for your custom crystal, our Cleaning Kit can make a big difference. This easy-to-use kit includes an anti-static microfiber cloth, polishing sand, and an all-natural cleaning solution to maintain and enhance the shine of your crystal product. You can easily add one to your order while personalizing your crystal or during checkout. You can also purchase one separately here!
Are your crystals easy to break?
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.
Can I clean my crystal without a cleaning kit?
Yes, you should be able to clean your crystal with products you probably already have at home. Here’s how:
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 spotless crystal!
How should I display my crystal?
Ready to show off your personalized 3D Photo Crystal? The first thing you’ll want to do is choose a secure location in your home where it isn’t likely to fall or get knocked over. Second, it helps if you can find a dark, solid-color background to make your image stand out. Finally, for the best 3D experience, we recommend purchasing an LED Light Base to put your custom engraving in the spotlight!
About Crystal Engraving
What’s the difference between 2D and 3D?
A 2D laser engraving recreates your photo in stunning detail as a flat image within your crystal. We can produce a 2D photo engraving inside any of our crystal necklaces, keychains, and wine stoppers.
A 3D engraving adds another dimension to your image. When you view your 3D crystal from the front, you’ll see your photo recreated with realistic depth. Turn it around to the back side, and a breathtaking optical illusion will make it look like the people and pets in your image are following you with their gaze!
We’ll create a 3D engraving from your photo inside any of our crystals at no extra cost. We can also upgrade a personalized photo necklace, keychain, or wine stopper to 3D for an additional $25..
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 our 3D 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. You’ll be able to view a handy chart with the recommended number of faces for each size when you select a crystal shape.
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.
Should I include the background of my photo in my engraving?
It all depends on how you want your crystal to look. We typically recommend removing the background of your photo because it makes the 3D effect of your image more striking. However, if the people in your photo are posing in front of something really cool, like a famous monument or a breathtaking landscape, you may want to consider including it in your engraving. You can request this by selecting Keep the Background. A $10 fee will apply.
If the people in your photo are standing in front of a plain, blank wall or in a room with lots of distracting clutter, you’ll probably want to let our designers remove the background from your image.
Need some help deciding whether or not to keep your background? You can reach out to our customer service team at firstname.lastname@example.org; we’ll be more than happy take a look!
Will everything in my photo appear in my engraving?
Typically, our designers remove the background of your image to make the people and pets in your photo the focal point of your engraving. However, the whole point of a customizable product is that you get to decide how it looks! If the background of your photo is important to your engraving, you can opt to include it for an additional $10 by selecting Keep the Background. Before finalizing your purchase, always double-check your order summary during checkout to make sure that Keep the Background has been enabled for your item.
If there are a few objects of importance in your photo that you’d like to keep in your engraving, but you’d like the rest of your background removed, you should still select Keep the Background. Then, you can add more specific instructions in your Order Notes. The $10 fee still applies.
If there are people and pets in both the foreground and background of your photo, you’ll need to let us know in your Order Notes if you want to include everyone in your engraving. You don’t need to select Keep the Background to make this request, unless you actually want your background and/or surrounding objects to be included in your engraving.
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.
So I can upload any photo, as long as it’s high-quality?
Well, almost. You can send us a high-quality photo of any subject, but there are other factors that can affect your engraving. For example, we’ll happily engrave a picture of your car, but if you send us a photo taken from a weird angle, the 3D effect might not 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 I have a high-quality photo?
When you upload your photo to our online template, we’ll show you a quick visual guide with examples of good and bad quality photos to help you determine if your image is usable. If the photo you provide doesn’t meet our minimum requirements, you’ll receive a warning message that will prompt you to choose a different picture.
As a final precaution, we double-check each image we receive for potential problem areas. We’ll contact you if we notice something that could negatively affect your engraving.
If you’re unsure about the quality of your image, let us take a look before you order! You can send us your photo at firstname.lastname@example.org or message us by clicking Chat 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. Next, our designers will optimize the remaining image for the 3D laser engraving process using cutting-edge editing software. During this process, we may make a few minor adjustments to the layout of your image to ensure the best engraving results.
We always leave some space around your engraving, even if you position your image to cover the whole template. We may have to zoom in or out a little, which can result in some small, outlying details being cropped. If a crucial piece is missing from your original photo, such as a subject’s fingertip or the top of their hair, we may add it in the final engraving. We may also reach out to you to suggest another crystal shape if we feel it would better accommodate your image.
If you’d like to include your background or surrounding objects in your engraving, you can select Keep the Background during your customization process for an additional fee of $10. You can also let us know in your Order Notes during checkout if there’s anything else about your photo that you don’t want our designers to enhance. We’ll do our best to accommodate your request, but be aware that opting out of certain edits may negatively affect the appearance of your product.
If you want to run your special request past us before placing your order, you can shoot us an email at email@example.com or message us by clicking Chat in the lower right corner of your screen.
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 not sure about your photo, let our customer service team take a look before you upload it. You can send it to us at firstname.lastname@example.org or message us by clicking Chat 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 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 to continue customizing your item.
Before proceeding to checkout, always make sure that your image is positioned the way you’d like it to appear in your crystal. Double-check that your figures are centered and that no important features have been cropped out.
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 email@example.com or send us a message by clicking Chat in the lower right corner of your screen.
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 Chat in the lower right corner of your screen to message our customer service team.
What is ArtPix HD, and how can I use it to improve my photo?
ArtPix HD is one of our coolest customization features yet! It uses AI and facial recognition technology to detect and repair small flaws in your photo for picture-perfect results.
You’ll be able to access this feature as soon as you upload your photo to our website. Select Enhance Photo to HD Quality, and ArtPix HD will automatically correct your image for maximum clarity. This process can take up to one minute. As soon as your improved image is ready, you can view it in your template. You can also compare it to the original by toggling between the Original and ArtPix HD options beneath your template.
Before completing your order, make sure you’ve selected the version of your photo you want to appear in your engraving. You can check the order summary in your cart to verify whether or not HD has been enabled for your order.
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 you can! Be aware, though, that full body shots are often fairly small, since the entire figure needs to be able to fit inside your crystal. This can result in a less detailed image and more empty space in your final product.
While we’re more than happy to engrave a full body photo, we typically recommend using a close-up portrait or half-body shot, especially for smaller items such as our necklaces, keychains, and wine-stoppers. Our 3D Crystal Rectangle in portrait orientation is the best shape for a full body engraving. For best results, you’ll want to choose one of our larger sizes. Be sure to let us know in your Order Notes that you’d like us to include the subject’s entire body in your engraving.
Can you engrave my ultrasound photos?
Of course! Ultrasound photos represent an extraordinary moment in a parent’s life, and we’re happy to help you commemorate it with a custom crystal. To get the best results for your ultrasound engraving, make sure to position your child at the center when orienting your photo in our web template.
Can you engrave mature content?
Sure, we can engrave mature or adult 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’ll receive a refund.
You can email your photo to us at firstname.lastname@example.org if you’d like us to evaluate it before you place your order.
Don’t worry: your photos are safe with us. We never use them for any purpose other than creating your crystal.
If I already have a 3D version of my image, can you use it to create my crystal?
Absolutely! Just send it to email@example.com 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 Keychains?
To make our Fingerprint Necklaces and Keychains, 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 advanced laser 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?
The simplest way to get someone’s fingerprints is to do it at home with supplies you probably already have laying around! Take a look at our video tutorial for instructions.
If you need to get fingerprints from someone who has passed on, you may be able to request them from the funeral home. Anyone who has served in the military may also have fingerprints on file.
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 copy of your fingerprint, 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. For the best results, position your fingerprint at the center of the template. When you’re finished, select Done to continue personalizing your item.
Be aware that there will always be some space around your engraving, even if you enlarge your image to cover the template. We may make a few other minor adjustments to the size and position of your fingerprint to improve the overall appearance of your crystal.
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 may want to get a better print or picture.
If the image you upload doesn’t meet our minimum requirements, you’ll receive a second pop-up message. It will prompt you to select a new image.
When we receive your fingerprint, our designers will examine it to make sure it’s usable. If we notice any glaring potential issues, we’ll contact you and let you know how to proceed. However, if you have any doubts about the quality of your fingerprint photo or scan, let us take a look before uploading. You can email it to us at firstname.lastname@example.org or message us by clicking Chat in the lower right corner of your screen.
How long does it take you to make a Fingerprint Necklace or Keychain?
Your fingerprint crystal should be personalized, and delivered within 3-7 business days with standard shipping.
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 never use your fingerprint scan or photo for any purpose other than to create your custom crystal. You can rest assured that your prints are safe with us!
About Customizing Your Crystal
How will you format my personalized message?
Typically, our designers engrave your text underneath your image. If you’d like to customize the layout of your text, you can specify this in your Order Notes. Be aware that we may not be able to approve every request, especially if we feel that it could poorly impact the appearance of your crystal. To run your concept past us before ordering, email us at email@example.com.
Please note that your custom text will only be readable on the front side of your crystal. We cannot engrave text on the side with the “following” effect.
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.
Please be aware that we’re not able to approve every special request. You can always double-check with us before placing your order to find out if your request is feasible. Send us an email at firstname.lastname@example.org or reach out via Live Chat by clicking the Support button in the lower right corner of your screen.
We’re not able to accommodate special instructions for the carrier to leave your package in a specific location outside your home.
How do I customize the placement of my image inside my crystal?
Once you upload your image, you’ll have the opportunity to adjust it on a template of your crystal shape. Drag the picture to move it around until you find a position you like, then fine-tune its size and orientation using the Zoom and Rotate tools.
Try to zoom in on your figures as much as you can without cropping anything important. There will always be a little empty space around your image due to the nature of the laser etching procedure, but it should still fill a sizable area within your crystal.
Once you’re finished positioning your image, select Done to continue customizing the rest of your crystal. Our designers will adhere as closely as they can to your configuration, so you should be satisfied with the way your photo looks on your template before moving on.
If you can’t achieve the look you want using our personalization tools, you can write custom directions in your Order Notes, or email us at email@example.com. Please note that we may not be able to honor every request we receive.
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.
After uploading your photo, scroll down to the text box labeled Custom Engraving to write your message. It should be 50 characters or less, including spaces.
You can review your message in your order summary once you add the item to your cart. You should always proofread your text before completing your purchase!
We’re not able to engrave text on any of our crystal necklaces, keychains, or wine stoppers because of their small size. We’re also unable to add text to our 3D Crystal Iceberg due to its unusual shape.
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?
We have two 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.
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 logo engraved in crystal?
We’re more than happy to create a 3D version of your personal or business logo! Typically, we find that logos with textured shapes or pictures tend to make the most dynamic 3D images, but we may also be able to engrave plain text or a simple illustration. We’d be glad to evaluate your design before you make your purchase; just send it to us at firstname.lastname@example.org.
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 and writing a note or caption to be engraved below your image. You can also select various add-ons to be included with your order, such as light bases, greeting cards, and a cleaning kit. When you’re finished, select Add to Cart.
You’ll find an overview of your items and personalization in your cart. You’ll want to verify that the size, shape, and orientation (if applicable) of your crystal are correct. You should also proof your engraved message and double-check that your selected add-ons are all present and accounted for. If you enabled ArtPix HD for your photo, your summary should confirm it. If you spot anything that needs to be adjusted, select Edit Item. When you’re done, click Save before moving on.
Next, enter your payment and shipping details. If you have a discount code, you can apply it at this stage under Apply Coupon. You can also provide any custom instructions under Order Notes. Finally, select Place Order to finalize your purchase.
Yes! You can visit our store at Fashion Outlets of Chicago to place an order for delivery or pickup. 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 Inpage and create your 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 need to have 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 make my crystal?
Your order should be processed and delivered within 3-7 business days with standard shipping.
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 email@example.com.
What payment methods do you accept?
For online orders, we accept credit 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 +1 (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 to firstname.lastname@example.org. 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 email@example.com.
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 handle your digital photos with the utmost care, and we’ll never use them for any purpose other than to create your custom crystal.
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 secure payment processors that ensure your information is only used to complete your transaction.
Can I trust you with my personal information?
What are your shipping options?
The shipping options that will be available for you to choose from during checkout are:
Free Shipping on all orders (3-7 days processing, 2-8 business days shipping)
Economy Shipping $6.99 (3-4 days processing, 2-5 business days shipping)
Standard $9.99 (2-5 days processing, 2-3 business days shipping)
Express $19.99 (1-3 days processing, 1-2 business days shipping)
High Priority Express $39.99 (1-2 days processing, 1 business 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.
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.
Oops, I ordered my crystal to the wrong shipping address! Can you change it?
As long as your order is still in production, that shouldn’t be a problem. You should call our customer service team at +1 (855) 227-5861 or email us at firstname.lastname@example.org as soon as possible to make sure you catch your item before it enters the shipping process. Once your package is out the door, we won’t be able to make any further changes.
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 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.
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. Before returning your item, you’ll need to email us at firstname.lastname@example.org stating the reason for your return. We’ll also need to see photos of the items in question. 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, we’ll issue your refund within a few days to the payment method you used to complete your purchase.
You will be responsible for covering the cost of your return.
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, give us a call at +1 (855) 227-5861, and we’ll try to figure out what happened.
If nothing went wrong on our end, contact your bank and credit card company. They may be able to provide more information about why the transaction hasn’t gone through yet.
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.
Our design fees are different for refunds on orders shipped outside the U.S. Please see About International Orders to find the design fee for your country.
Will you remake 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 email@example.com and give us a brief explanation of the problem. Make sure to contact us as soon as possible; once you receive your item, you’ll only have 14 days to return it.
If it turns out there is something wrong with your crystal, we’ll be happy to remake it. You can send your old crystal back to us at 2250 Arthur Ave, Elk Grove Village, IL 60007, United States.
Please be aware that a shorter time frame applies when you’re requesting a remake for an item you believe to have been lost or damaged in transit. To find out how soon you need to contact us about a damaged or missing crystal, take a look at our Return and Refund Policy.
Oops, I dropped my crystal! Now what?
Hey, accidents happen. If your crystal meets a grisly end after it arrives, send us a photo of the broken item at firstname.lastname@example.org. It will depend on the situation, but 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 email@example.com 48 hours of receiving your item. Be sure to contact us between 9AM and 9PM CT 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.
About Greeting Cards
What makes your Greeting Cards 3D?
These aren’t just your ordinary greeting cards: there’s a unique pop-up surprise waiting inside each one! Open them up to see an adorable 3D display come to life before your eyes. Whatever the occasion, you can make it unforgettable with a 3D Greeting Card from ArtPix 3D.
How do I order a Greeting Card with my 3D Crystal?
It couldn’t be easier to order a 3D Greeting Card to go with your personalized 3D Photo Crystal. When customizing your crystal on our website, you’ll find a selection of add-on options where you’ll be able to choose a 3D Greeting Card from the provided gallery. Use the arrows on either side to browse our full selection. Click on a greeting card to add it to your cart, or select the + icon to add multiples. You can use the – icon to remove a card if you change your mind.
You’ll have another chance to add a greeting card to your order when you view your cart. Select Add under 3D Greeting Cards, and a pop-up window will open to display your options. Use the arrows on either side to click through the gallery, and use the + and – icons to add and remove items from your cart. Once you’ve finished making your selection, choose Save to update your order.
You can also add a 3D greeting card to your order in our shop.
Can I order a Greeting Card without purchasing a 3D Crystal?
You absolutely can! A 3D Greeting Card is an excellent way to celebrate a special occasion or just let someone know you’re thinking of them. You can visit our shop to browse our selection of pop-up cards and place your order.
Do you have 3D Greeting Cards for all occasions?
You bet we do! We carry pop-up cards for a variety of holidays, and our Flower Set Greeting Cards are perfect for celebrating birthdays, anniversaries, or any other special occasion you can think of!
You can browse our entire selection of 3D Greeting Cards here.
Can you include a personalized message inside my Greeting Card?
Unfortunately, we’re not able to add a custom message to your 3D Greeting Card. However, there’s plenty of blank space inside each card for you to write your own special greeting!
About Light Bases
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.
Why buy your Light Base from ArtPix 3D?
When you order your LED Light Base from ArtPix 3D, you’re guaranteed to find the best match for your crystal gift. Our stationary and rotating bases are designed to highlight the unique details of your engraving with brilliant LEDs and a variety of dynamic display modes. These elegant companion pieces are the perfect way to show off your personalized photo crystal!
We make it easy for you to choose the best LED Light Base for your item. When you select your crystal shape and size, our website will automatically suggest the correct models for your order.
How do I add a Light Base to my order?
Ordering an LED Light Base to complement your crystal gift couldn’t be easier. When customizing your crystal on our website, you’ll find a selection of add-on options where you’ll be able to choose a light base from the models recommended for your shape and size. Once you’ve selected a light base, click Add to Cart. This automatically adds both items to your cart.
Can I order an LED Light Base without purchasing a 3D Photo Crystal?
Absolutely! If you already own a 3D Photo Crystal, or if you’re shopping for someone else who does, you can easily order an LED Light Base on its own by visiting our shop.
Make sure to verify the best size and model of light base for your crystal. You can do this by visiting the product page for your shape and highlighting the size you originally ordered. Our website will suggest the best light base options for your item.
How much does it cost to add an LED Light Base to my order?
Pricing for our light bases will vary depending on the size and model you choose. You can view our current prices here.
What styles of LED Light Base can I choose from?
We carry two different styles of light base for you to choose from: Wood Light Bases and Rotating Light Bases. Our wood bases are stationary, while our rotating bases slowly spin to show off your crystal from every angle. Both are available in a range of sizes to fit our different crystal shapes.
What features can I expect with a Rotating Light Base?
Our Rotating Light Bases are equipped with:
A silver base
A rotating top with a reflective finish
An AC/DC adapter
Your Rotating Light Base can be powered with batteries or with the adapter that comes with your order. Batteries must be purchased separately; see the product details of your size and model to find out what kind you’ll need.
What features can I expect with a Wood Light Base?
Our Wood Light Bases are equipped with:
A high-quality wood base with a black finish
White and color LEDs (RGB)
Steady and color-changing light modes
An AC/DC adapter
Your Wood Light Base can be powered with with the adapter that comes with your order.
Why should I let you wrap my 3D Crystal?
That’s easy. First of all, it’s so much fun to watch someone you love unwrap the crystal gift you lovingly personalized just for them. Second, when you add gift paper to your online order, we take care of all the wrapping before we ship your item. All you have to do is take the credit!
How do I add wrapping paper to my order?
It’s easy! When customizing your crystal on our website, you’ll find a selection of add-on options where you’ll be able to choose from a variety of holiday gift wrap sets. Select the one you want us to wrap your item with, and it will be added to your order when you click Add to Cart.
How much will it cost for you to wrap my gift?
Can you put a price on the joy of seeing a loved one unwrap their personalized crystal gift? Well, yes, actually. Choose a crystal shape in our shop to see our current prices for adding gift wrap to your item.
When you add wrapping paper to your order of a 3D Crystal and LED Light Base, we’ll wrap the base at no extra cost!
Can I wrap my own gift at home?
Sure! If you prefer to use your own gift paper, you’re free to opt out of our wrapping service. Want to learn how to wrap your crystal gift like a pro? Take a look at this easy-to-follow video tutorial for instructions.
About Gift Cards
How do I send someone a gift card?
Ordering a gift card from ArtPix 3D couldn’t be easier! You’ll start by choosing a card for the amount you’d like to give. Next, enter the email address you’d like us to send it to, then type your name as you want it to appear to your recipient. You’ll also have the option to write them a personal note. Finally, select a delivery date. You can choose to have your gift card sent immediately, or you can pick a specific day from the dropdown calendar.
Once you’ve entered the details of your order, double-check to make sure it’s all correct, then add your gift card to your cart. When you’re finished shopping, select Proceed to Checkout to complete your transaction. You won’t be charged sales tax for purchasing a gift card. Please note that you cannot use a previous gift card to pay for a new one.
Currently, we’re only selling gift cards within the U.S.
How much can I put on a gift card?
We carry gift cards for the amounts of $50, $100, $150, $200, and $300. We do not currently offer the option to add a custom balance.
Can I schedule a gift card to be sent at a later time?
Absolutely! Part of what makes our gift cards such a great way to send a gift is that you can have it delivered to a loved one’s inbox right on their birthday, graduation day, or any other significant occasion! All you need to do is select your date from the dropdown calendar under Delivery Date when placing your order. You can also opt to have your gift card delivered right away by choosing Now as your delivery time.
Oops, I accidentally selected the wrong delivery date! Can I change it?
Absolutely! If you need to change the delivery date for your gift card, you can reach out to our customer support team at +1 (855) 227-5861. Make sure to contact us as soon as possible!
How will I know if you received my order?
Once you purchase a gift card, you’ll receive a confirmation email with an order summary. You’ll be able to view the amount on the recipient’s card, the email address it’s being sent to, and the date it’s scheduled to arrive in their inbox. If you chose to include a personal message, you’ll see it here as well.
If you don’t receive a confirmation email after making your purchase, check your spam folder. If you still don’t see it, you can reach out to our customer support team at +1 (855) 227-5861 or shoot us an email at firstname.lastname@example.org.
When I send a gift card to someone else, what do they receive in their email?
When your recipient opens their gift card email, they’ll be able to see the amount they’ve been gifted and the name of the sender as you entered it. They’ll have access to a digital code they can apply during checkout to redeem their gift. If you opted to include a personal message, they’ll be able to read it in their email.
Also included in their email will be a link that allows the recipient to add the gift card to their ArtPix 3D account if they have one. That way, they’ll be able to keep track of their balance as they use it. If they don’t have an account, they can choose to create one on our website. They’ll still be able to redeem their gift card without an account, but they won’t be able to monitor their balance.
I ordered a gift card for someone else, but they never received it. What should I do?
No need to panic! First, you should review the confirmation email you received when you purchased your gift card. Double-check the delivery date you selected and make sure you entered the right email address for the recipient. If everything looks correct, reach out to our customer support team at +1 (855) 227-5861 or send us an email at email@example.com, and we’ll figure out what happened.
Oh no, I accidentally wrote the wrong email address when placing my order! What should I do?
If you realize that you made a mistake while typing the email address for your gift card, you can reach out to our customer support team at +1 (855) 227-5861. It’s important to contact us as soon as possible, especially if you think you may have entered an email address that belongs to someone other than the intended recipient!
Can I return my gift card?
Unfortunately, we do not issue refunds for our gift cards.
How do I activate my gift card?
It’s easy! Once you receive the email containing your gift card, follow the link to open it in your ArtPix 3D account. There, you’ll be able to monitor the balance on your card, your activity, and any other gift cards in use. If you don’t have an account, you can register here.
Don’t feel like creating an account? No worries; you’ll still be able to redeem your gift card. You can follow the link in your email to start shopping on our website. When you’re ready to check out, your gift card will be automatically applied to your purchase. You can also redeem your card by entering the code you received in your email during checkout.
How do I find the current balance on my gift card?
When you receive your gift card, you’ll be able to view your original balance in your email. You’ll also find a link to your ArtPix 3D account, where you can continue to track the balance on your card as you use it. Don’t have an account? No worries; you can create one here.
When does my gift card expire?
Actually, our gift cards don’t expire. We wouldn’t want you to feel rushed when picking out a custom engraved crystal to showcase your precious memories!
What if I want to purchase an item that’s more/less than the amount on my gift card?
No problem! If your total is less than the current amount on your gift card, you can choose to add more items to your cart or save your remaining balance for a later purchase. If your final total is more than the current amount on your gift card, you can include another payment method to complete the difference.
Can I exchange my gift card for cash, or opt to receive cash back for my remaining balance after making a purchase?
Our gift cards can only be used to purchase products from our website, and they can’t be traded in for any other form of payment.
If I have multiple gift cards, can I use them for the same purchase?
Wow, somebody’s popular! Yes, you can use more than one gift card to complete your purchase.
Can I still cancel or return my crystal if I purchased it using a gift card?
Once you use your gift card, we’re not able to refund it. However, if you made your purchase using another payment method combined with a gift card, we may be able to issue a partial refund. The terms of our return and cancellation policies still apply; you can learn more about them in our FAQ under Cancellations and Returns, or read our full Return and Refund Policy.
What are your hours?
Our store hours are:
Fashion Outlets of Chicago: Mon – Sat 10AM – 8PM, and Sun 10AM – 7PM.
Our customer service representatives are happy to answer any questions from 9AM-9PM CT through Chator 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?
Fashion Outlets of Chicago 5220 Fashion outlets way, Rosemont, IL 60018 USA (VIEW MAP) Tel: +1 (855) 227-5861