Get answers to the most frequently asked questions.
What are your crystals made of?
All of our custom crystal products are made of K9 Crystal, an Optical Borosilicate Crown Crystal. That’s probably a lot to take in, so let’s break it down. K9 Crystal is an optically clear glass material that sparkles in the light. It’s both durable and attractive, making it the best option for 3D laser engraving.
Where do you make your custom crystals?
All of our crystal gifts are produced in Des Plaines, Illinois.
Can you make a crystal in a custom shape?
Sadly, we just don’t have the capability to cut our crystals into individual shapes per request. However, we have put a lot of effort into providing a variety of classic and unique crystal shapesfor you to choose from which you can take a look at here.
Can I send you my own crystal to be engraved?
Unfortunately, no. Our engraving process is specifically designed for the crystal shapes we carry in our shop.
Are your crystals easy to break?
All of our engraved products are made of high quality crystal, which, while durable, is still glass. They’re designed to last a long time, but you should handle them with care.
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 protect my crystal from damage?
Well, obviously you don’t want to drop it. Other than that, our crystal products are pretty durable. As long as you display it somewhere safe where it’s not likely to fall or get knocked over, your crystal will last a really, really long time.
If you purchase a light base to go with your crystal, we recommend affixing it with some double-sided tape for extra stability.
Do you have any instructions on how to clean crystals?
Step 1: Be gentle! While it’s important to clean your crystal, you don’t want to damage or drop it in the process.
Step 2: Wash your crystal with mild soap and warm water. You can also use glass cleaner.
Step 3: 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 4: Sit back and bask in the brilliance of your sparkling crystal.
Where should I display my crystal?
Every photo crystal from ArtPix 3D is a work of art that deserves to be shown off. The best way to ensure that your unique engraving stands out is to display your crystal against a dark background.
You can also purchase a light base to illuminate your image. Most importantly, be sure to place your crystal somewhere where it’s not likely to fall or get knocked down. It’s always a good idea to affix your crystal to its light base with double-sided tape.
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 3D images inside 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 faces can fit on a crystal?
It depends on the size and shape of the crystal you’re ordering. Luckily, each product has a handy-dandy size-guide to help you out. When you select “Upload Photo” on the crystal of your choice, a pop-up will appear with the recommended number of faces for each size.
Will the background of my photo show up on the engraving?
Typically, our designers remove the background of your image before engraving it. This makes the subject of your photo really stand out in the final product. 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, but not every image can be converted to a 3D laser engraving. For example, we’ll happily engrave a picture of your car, but if you send us a photo that was taken in the dark or from a weird angle, we won’t be able to create a high quality 3D image for you.
How do I know if my image can be rendered in 3D?
To get the most out of the 3D effect of your laser-engraved crystal, here are a few things you should keep in mind while selecting your photo:
Close-ups and half-body shots tend to yield the best results.
If you want the “following” feature that makes the backside of our 3D crystals so unique, make sure that all faces are looking directly at the camera.
We can’t engrave what we can’t see.
If part of your image is facing away from the camera or obscured by a shadow or object, it may show up as empty space from some angles in the final engraving.
Good lighting is very important.
If you want a clear image in your crystal, make sure that the photo you send us is well lit. Shadows and dark areas may translate to empty space in your 3D engraving.
Avoid photos taken from unusual angles.
Images taken from a high angle (bird’s eye view) or a low angle (worm’s eye view) tend to look strange or ambiguous. The same goes for profiles. When you select “Upload Photo” for the crystal of your choice, a pop-up will appear with a brief visual guide to help you select a good quality photo.
You’ll also receive a warning message if you try to upload an image that doesn’t meet our requirements, and you’ll be prompted to either select a new image or shoot us an email for an evaluation.
However, our system can’t detect every potential issue with an image. If you have any doubts about your photo, email us at firstname.lastname@example.org or contact us through Live Chat and we’ll be more than happy to take a look.
How do I know if my photo is high-quality?
Your main focus when choosing a photo to upload should be clarity. Any images that are blurry or dark will end up looking like indistinct blobs once they’re engraved in your crystal. Nobody wants that!
The best way to ensure that you have an image that can be accurately recreated as a laser engraving is to select a photo taken in good lighting with a decent camera. For best results, choose an image that is at least 500 x 500 in size.
When you upload your photo to our website, a pop-up will appear with a visual guide to help you ensure that your photo is good quality. You’ll also receive a warning message if the image you upload doesn’t meet our requirements.
That said, you should always double-check with us if you’re unsure about the quality of your photo. Feel free to email it to us at email@example.com or contact us through Live Chat and we’ll let you know if there are any issues with it.
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. This includes secondary objects.
Next, our designers will use super high-tech editing software to optimize the remaining image for the 3D laser engraving process. This may entail resizing or re-aligning your image to make it fit the shape of your crystal better.
Please let us know in the order notes if there is anything specific about your photo that you don’t want our designers to enhance, and we’ll do our best to accommodate your requests.
What is the “floating head” effect and how can I avoid it?
Ah, yes, the dreaded “floating head” effect. This occurs when we receive a photo in which the subject’s neck is obscured in some way, either because of a shadow or a weird angle. We can’t recreate something that’s not visible in the original photo, 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 important detail of the subject’s face or body. If you have a question about a specific photo, feel free to contact us at firstname.lastname@example.org or through Live Chat.
How do I send you my photo?
It’s easy! When you select the crystal shape you want, you’ll find a blank template that will prompt you to upload a photo. Once uploaded, your image will appear in the template, where you’ll be able to adjust the size and position.
If you have a question about a specific photo, you can email it to us at email@example.com. Please do not send us a hard copy of your photo in the mail.
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 send us a message here. You can also give us a call at (855) 227-8749.
Why isn’t my image upload working?
There could be a few different issues at work here. Sometimes, our website has trouble with mobile uploads. We know, we know; everyone uses smartphones these days. We’re working on it. In the meantime, try uploading your image from a computer or laptop.
If you’re already using a computer, you can try using a different browser. You should also double-check that your file is in a format that we accept, namely: JPG, JPEG, GIF, TIFF, BMP, or PNG.
If you’ve tried everything and you’re still having trouble, call us at (855) 227-8749 or email us at email@example.com.
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 lines or indistinct figures will affect the quality of the engraving.
Can I send you a full body shot?
Yes! Although the most stunning 3D results are usually achieved with close-up portraits, we’re happy to engrave full body shots, as well.
Please be aware, though, that not all crystal sizes and shapes will accommodate this kind of photo. For example, we wouldn’t recommend trying to fit an entire adult body into a tiny necklace.
Make sure to specify in your order notes that you would like the subject’s full body to be included in the crystal.
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. Upload your photo to our website as you normally would, or send it to firstname.lastname@example.org if you have any questions.
Don’t worry: your photos are safe with us. We store client content securely for one year and then delete it responsibly. We never use client photos for any purpose other than to create their custom crystal.
It’s super simple! Once you’ve customized your crystal, added it to your cart, and selected your shipping method, you’ll be prompted to proceed to checkout. There, you’ll have the option to write any special requests under “Order Notes.”
Realize, though, that not every request will be approved. If you ask us for something we can’t accomplish, our designers will contact you and let you know what your options are.
Can I request a specific layout?
Our website lets you drag your photo into any position on your crystal once you’ve uploaded it. You can rotate your image and alter the proportion, as well.
Please note that our designers may adjust the position of your image to enhance the overall appearance of your crystal. You can formally request a specific layout in the “Order Notes” during checkout. If you’d like to consult with us first, please email your request to email@example.com.
Can I have a message engraved on my crystal?
Yes! Once you’ve selected the shape and size of your crystal, it’s easy to personalize it with a name or special message.
Just scroll down the product page to the text box marked “Custom Engraving.” Always be sure to double-check your spelling; we won’t make any changes to your text without being asked.
Can I see a preview of my crystal with text?
This may seem like a pretty simple request, but creating a preview that includes your personalized text is actually a lot more complicated and time-consuming than you’d think.
It would slow down the process considerably, meaning that you’d have to wait a lot longer to receive your order.
We promise you’re going to love your custom crystal. If you don’t, you can call us at (855) 227-8749 or email us at firstname.lastname@example.org, and we’ll do our best to make it up to you.
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 use a custom font for my message?
Sadly, no. The reason we provide a selection of fonts for you to choose from is that we already know these fonts will look great inside the final product.
If we accepted custom fonts, it would take extra time to verify that each font is usable. This would significantly slow down our process and make it impossible for us to provide custom crystals for our clients at the speedy rate that makes ordering from ArtPix 3D so convenient.
Can I add a symbol, special shape, or emoji to my text?
Currently, the only special shape we can offer as part of your personalized message is a small heart.
You can request this option by using a heart emoji from your mobile phone, selecting the heart shape from the character map on your computer, or by simply typing “(heart)” into the text box while customizing your order.
Can I request a special message in another language?
Absolutely! We can engrave a special message in any language, with a 50 character limit.
I am shipping a crystal gift to someone else. Can you include a note in the order?
Unfortunately, we don’t currently offer this option.
Do you make corporate awards?
Definitely! You can upload your company logo just like a normal photo, as long as it’s in one of our accepted file formats.
If you need to upload more than one image or have a specific layout in mind, contact us at email@example.com and our designers will be happy to help you realize your vision in crystal.
Can I have a 3D version of my company logo engraved in a crystal?
We’re happy to create 3D versions of company logos for corporate awards and office decor. However, not all logo designs lend themselves well to 3D conversion.
If we can’t create a 3D laser engraving out of the logo you’ve submitted, our designers will contact you and recommend a 2D version instead.
You can also email your company logo to firstname.lastname@example.org ordering; we’ll be happy to take a look and let you know if a 3D rendering is feasible.
About Placing Your Order
How do I place an order online?
Ordering a custom crystal online at ArtPix 3D is easy! All you have to do is select a crystal product from our shop, upload your photo, choose your customization options, and add it to your cart.
From there, you’ll select your shipping method and enter your payment information. You can view our simple step-by-step tutorial here.
Can I place an order at one of your stores?
Yes! You can place an order to be delivered to your home at any of our locations. It should take about 5 business days to process and ship.
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 6-8 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 (855) 227-8749 or contact us here.
What payment methods do you offer?
Your convenience is our priority, and that applies during checkout, as well. For online orders, we accept credit cards, including American Express, and Paypal. At our store locations, we accept credit, cash, or check.
Why isn’t my credit card working on your website?
Your online payment may have been declined for a number of reasons. The first thing you should do is to double-check your payment information and billing address. It’s possible that you were so excited to receive your custom crystal that you accidentally entered the wrong numbers or confused your billing address with your shipping address.
If all of your information is correct, check with your bank and credit card company to make sure that the payment wasn’t processed despite the error message. If you haven’t been charged, try placing the order again.
It may be that our website experienced a temporary glitch, in which case we’re sorry for the inconvenience! If you’ve tried everything and are still having trouble, please give us a call at (855) 227-8749.
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 (855) 227-8749 or send us a message here, and we’ll be 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 (855) 227-8749 or by sending us a message here.
Can I get a gift receipt for my order?
Unfortunately, we’re unable to offer gift receipts at this time.
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 keep your photos on file for six months, and the 3D renderings of your photos for one year.
This is for your convenience, in case for any reason you need a replacement or duplicate of the crystal you ordered. During this time, your photos are completely safe.
Once the respective waiting periods have expired, we make sure that your photos are safely deleted.
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 a priority. We don’t retain any of your credit card information; it goes straight to our payment processors and we never see it again.
You can learn more about the payment processors we work with and their privacy policies here.
Is my personal information safe?
Yes! Any information we gather on our website is used for the 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 (1-3 days processing, 1-3 business days shipping)
Express $9.99 (1-2 days processing, 1-2 business days shipping)
2 Day Shipping $19.99 (1 day processing, 1-2 business days shipping)
1 Day Shipping $59.99 (1 day processing, 1 day shipping)
All of our shipping is handled by FedEx, except for some PO Box deliveries.
We are unable to ship to P.O. Boxes with 1 Day or 2 Day shipping.
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 (855) 227-8749.
Do you offer rush service?
If you need your order to arrive in a hurry, you’ve come to the right place. Not only do we offer speedy shipping, but we can also cut down the processing time, as well.
We’ll have your custom crystal on your front porch within 3 business days for an additional fee of $19.99, or within 2 business days for $59.99.
These super fast delivery options are easy to request; simply select 2-Day or 1-Day shipping during checkout, and have a seat by your front door.
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 PO Box?
Absolutely, as long as it’s within the U.S. These deliveries will be handled by USPS.
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.
If you have a customer account with us, you can even track the status of your order while it’s being made.
Oops, I ordered my crystal to the wrong shipping address! Can you change it?
Not a problem! If you need to change your shipping address for any reason after placing your order, just call us at (855) 227-8749within 3 days of purchase.
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; we can only issue a full refund within 2 days of purchase.
After that, our designers will have already put a significant amount of time and effort into personalizing your crystal, and we may have to charge a 20% design fee.
I want to upload a different image, but I’ve already placed my order!
No worries! Call us at (855) 227-8749 within 2 days of placing your order to give us a heads up, then email your new photo to firstname.lastname@example.org.
If you wait more than 2 days, we may not be able to make any changes.
Oh, no, I ordered my crystal in the wrong size! What do I do?
First of all, don’t panic! It’s easy to cancel your order and re-order it in the correct size. Just email us your order number at email@example.com and let us know why you’re canceling.
Be sure to do this within 2 days of making your purchase. You’ll receive a confirmation when your cancellation and refund have been approved.
Then, you can order a new crystal in the correct size. Bear in mind that it may take up to 4 days for you to receive 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 purchase. 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 1257 Rand Rd., STE. B, Des Plaines, Illinois 60016, 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?
Creating a personalized photo crystal is a labor-intensive and time-consuming process. A huge part of that labor involves editing your photo and converting it into a 2D or 3D laser-ready image.
This daunting 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 the cost of this creative labor.
Why are design fees non-refundable in some cases?
The 20% design fee is built into the price of your crystal so that we can compensate our designers for their time and creative labor.
Even if you cancel your order or decide to return it, our designers still need to be paid for the effort they put into personalizing your crystal.
If you’re unhappy with your crystal because of something that went wrong during the design process, please call us at (855) 227-8749 or email us a photo at firstname.lastname@example.org and we’ll discuss what measures can be taken to compensate you for this mistake.
What happens if I don’t like my crystal?
We’re pretty sure you will, but we’re prepared to make things right if you don’t.
Email us at email@example.com 14 days of receiving your crystal, and include a photo as well as a description of what you don’t like about it. We’ll do our best to rectify the situation.
How do I exchange my crystal?
Because of the amount of time and creative labor that goes into personalizing your crystal, we can only authorize an exchange if there’s actually something wrong with it.
If you feel that your crystal is not up to our usual standard of excellence, we’d be delighted if you’d give us a chance to redeem ourselves.
Just email us at firstname.lastname@example.org and provide us with a picture of your crystal and a description of why you’re disappointed with it.
Oops, I dropped my crystal! Now what?
Hey, accidents happen. If your crystal meets a grisly end within 14 days of your purchase, give us a call at (855) 227-8749 or send us a message here, and we’ll see what we can do.
My item arrived damaged!
Obviously, this is unacceptable. Contact us at (855) 227-8749 or email us a picture of the damaged item at email@example.com, and we’ll do our best to fix the situation.
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 (855) 227-8749.
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: (855) 227-8749
Fashion Outlets of Chicago 5220 Fashion outlets way, Rosemont, IL 60018 USA (VIEW MAP) Tel: (855) 227-8749
I still don’t have the answer I need!
Don’t worry, we won’t leave you hanging! Just give us a call at (855) 227-8749 or drop us a line here.