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FREQUENTLY ASKED QUESTION

CUSTOMIZED SERVICES

1. HOW DO YOU ENGRAVE IMAGES ON CRYSTAL?

The engraving process uses a laser to etch images and text on your crystal. When the laser is focused on to the glass, the focal point of energy is so high that the structure is changed at a small point. The laser beam is controlled by a computer, creating an image made of a thousand small points. This laser process is known as Vitrography.

2. WHAT CRYSTAL SHAPES AND SIZES DO YOU OFFER?

At 3D Crystal Clear, we offer 16 different crystal shapes: Landscape, Tower, Peak Tower, Faceted Tapered Tower, Heart, Diamond, Plaque, Special Flat, Dome, Cut Dome, Multi-Faceted Rectangle, Trophy, Iceberg, Arc, Cathedral. Most of the shapes come in the standard Small, Medium, and Large sizes. Tower and Landscape shapes offer additional sizes of Mini, XL, XXL, XXXL, and MAX. To see what sizes are available in your preferred shape, click on the product of your choosing and you will see the different sizes available.

The different sizes are designed to fit a certain amount of figures - figures being a human, animal, vehicle, etc. For instance, Small sized crystals are designed for 1 figure. Mediums can hold 2, and so on. You can locate the size chart on each product page by clicking the “question mark” next to the size options. If you have difficulties locating this, please contact us and we will be more than glad to assist you.

service@3dcrystalclear.com / 1-702-448-6400

3. CAN YOU ENGRAVE A 3D IMAGE LIKE A MOTORCYCLE?

Yes, we can. It is also possible for a 3D designer to compile 3D data on his computer from a vehicle and later engrave into a crystal. Different angles of a vehicle give different perspectives, so be sure to use images that are profile views or front view of the car. Please be sure to specify any instructions you have to the designers in the "Special Instructions" section upon placing an order. If the customer does not write in the Special Instructions Section, the designers have free will to move around the image, text, and orientation of the crystal to allow for the best possible outcome of crystal. If you are not sure if the image you want to submit is feasible, please contact us and we will advise on the image.

service@3dcrystalclear.com / 1-702-448-6400

4. CAN YOU TURN MY COMPANY LOGO INTO A 3D LOGO?

Yes, we can take simple logos or graphics and laser them into the glass in 3D. If the logo you send is not a 2D illustration or is made of complex color gradients, it may not work. If you have questions about your logo, email us the logo at service@3dcrystalclear.com.

5. CAN YOU ENGRAVE EXPLICIT CONTENT?

Here at 3D Crystal Clear, we like to provide our employees a comfortable and safe environment to work in. For this reason, we ask that any Rated-R or Explicit content be submitted via email to

service@3dcrystalclear.com

and to title the email in the subject line **Explicit**. We understand the extra effort that this may cause, but we value our employees’ morals and would not want to discourage anyone from giving their 100%. We appreciate your understanding, cooperation, and patience. Please keep in mind that our team can cancel the order if these instructions are not met, solely for the fact that we want to keep the work environment safe and comfortable.  

 

IMAGES

1.CAN YOU TURN MY 2D IMAGE INTO A 3D IMAGE?

Yes, our highly skilled and trained designers are working with the latest software and laser technology for image conversion to turn 2D images into 3D images. We make it easy for you - just give us your photo and we do the rest. Please be sure to specify any instructions you have to the designers in the "Special Instructions" section upon placing an order. If the customer does not write in the Special Instructions Section, the designers have free will to move around the image, text, and orientation of the crystal to allow for the best possible outcome of crystal. If you are not sure if the image you want to submit is feasible, please contact us and we will advise on the image. service@3dcrystalclear.com / 1-702-448-6400

2. WHAT TYPES OF IMAGE FILE FORMATS DO YOU ACCEPT?

Our system can process almost any image file format. The most common file formats include JPG, JPEG, and PNG. Images should also be between 150kb - 5MB, to acquire the best quality image for the best result crystal. If your file format is not listed here, contact us at service@3dcrystalclear.com and we will let you know if your image format is compatible.

3.HOW DO I UPLOAD MY PHOTO?

While customizing your crystal on the product page, click on the 'Upload Photo' button. A window will open, allowing you to browse through images stored on your device. (It is the same process as uploading a picture to your email) You can upload up to three (3) pictures and ask the designers to choose the best fitted one, in the Special Instructions Box. This section will also allow you to crop your image.

We recommend uploading files between 100kb and 5MB for the best picture quality. Our website has a size limit of 5MB so if you would like to upload a photo larger than 5MB, please send it as an email attachment to service@3dcrystalclear.com

In regards to your crop, try and avoid having sharp crops on your images. For example a “selfie” with half a face cut off. Being that if this kind of image is provided, that is how we will engrave the image. Our designers do not recreate images. We simply edit the colors accordingly to be able to be etched on the crystals.

4.WHAT IF I AM HAVING DIFFICULTIES UPLOADING MY PHOTO TO YOUR WEBSITE?

If you are having difficulty uploading the image, then image you are uploading may be too big or too small for our website to capture. We suggest that you place the order without adding the image. When you add your crystal to the cart, with no image, you will be prompted on how to send us the image. You can send an email with your photo as an attachment to service@3dcrystalclear.com

. Do not forget to attach your order number, so that we can correlate the image with the order.

5. WILL THE BACKGROUND OF MY PHOTO SHOW UP ON THE CRYSTAL ?

If you order a Flat Plaque Crystal, the background can be included in the crystal engraving. Just be sure to request this in the special instructions section. If not, the background will be removed. If you choose a different shape, our designers automatically remove the background. If you would like to include the background in engraving, please contact our customer service team with your image and we will advise on the possibility of keeping the background on your design. (This may result in an extra charge). Please be sure to specify any instructions you have to the designers in the "Special Instructions" section upon placing an order. If the customer does not write in the Special Instructions Section, the designers have free will to move around the image and text, to allow for the best possible outcome of crystal.

6. CAN I INCLUDE MORE THEN RECOMMENDED NUMBER OF FIGURES?

The recommended number of figures (people, animals, and inanimate objects) varies depending on the shape and size of your crystal. With small and medium crystals, we usually do not add more figures because of space limitations; it would negatively affect the detail and clarity of the engraved image. With larger crystals, you do have the option of adding more figures for an additional fee. Do keep in mind that the more figures there are in the image, and the smaller the crystal, the less space the designers have to put your 40-max character engraving. Meaning, if you are requesting to have extra figures, and incorporate the background, the text should be short.

7. ARE THERE ANY PHOTO QUALITY RESTRICTIONS?

Although we accept most photos, the higher quality the better. It is best to avoid blurry or dark photos. In the rare circumstance, we cannot use your photo for 3D engraving, we will contact you for a different photo and the reasoning for the denial of the photo. If you are unsure if your image can be used, please email us your image and we will advise on the use of the image. Images should also be between 150kb - 5MB in size.

8. CAN I SEE A PROOF BEFORE ORDERING?

We do not offer proofs for individual orders. Since our designers do their best to match the 3D engraving to the submitted image, your photo serves as the proof. If you really must see a proof, please specify in the ‘Special Instructions’ section. Do keep in mind that if a proof is asked for, the production period becomes prolonged. If you are not happy with the proof and would like to swap out the image, there would be an extra charge to swap out the original image. Please be sure to specify any instructions you have to the designers in the "Special Instructions" section upon placing an order. If the customer does not write in the Special Instructions Section, the designers have free will to move around the image and text, to allow for the best possible outcome of crystal.

ORDERING

1.HOW DO I ORDER ONLINE?

Step 1: To start, scroll over to the “Create Your Own" tab. Select your crystal either by Shape or by Special Occasion.

 

Step 2: Once you’ve chosen your shape and have clicked on it, you will then be asked to customize your crystal and add it to your cart. (In this step: you are allowed full customization over your crystal. Here you will be prompted to upload your image, choose font & text for the engraving, and have the ability to add a Light Base [$39 lights up image inside of crystal] &/or Gift Card [$5 send a personalized gift card to your recipient]. Also, don’t forget in the ‘Special Instructions’ section to put any special instructions you have for your crystal. Such as taking away a certain blemish in the image, or making sure the background is taken out / kept. Here you can also let the designers know, where you think it will be best to place your engraving and where you want it placed.) After all customizing has been done, add desired quantity to your cart and proceed to checkout.

Step 3: At this page you can enter any discount codes if you have any. You will then be asked to filling in shipping and billing information and at the end, you should have an order number for your use when giving us a call for anything.

2. HOW LONG DOES IT TAKE TO PROCESS MY ORDER?

The order process, which is the number of days we need to produce your crystal, takes between 2-3 business days. (5-8 business days** - **Note: During the busy holiday season, the processing time is subject to change.)

3.WHAT IF I WANT A SPECIFIC LAYOUT?

If you have a specific layout in mind, we encourage you to share your ideas with us. You can either use the 'Special Instructions' section to describe in detail where you want the image and text placed on the crystal or you can draw a mockup to upload in the photo section of the order form. If you can’t do either of these, please contact Customer Service to help you implement these ‘Special Instructions’ section:

service@3dcrystalclear.com/ 1-702-448-6400

4.WHAT IF I HAVE A SPECIAL REQUEST WITH MY ORDER?

All special requests should be placed in the 'Special Instructions' section during checkout. We do our best to meet all of our customers' special requests. However, if your request is not possible, we will contact you directly to let you know. Please be sure to specify any instructions you have to the designers in the "Special Instructions" section upon placing an order. If the customer does not write in the Special Instructions Section, the designers have free will to move around the image and text, to allow for the best possible outcome of crystal. Once your order has been placed, please call us or revise your order confirmation email, to make sure that the special instructions were added to the order.

5. CAN I CHANGE MY ORDER?

You can change your order as long as it has not been processed. Processed orders have already been sent to our designers and cannot be changed.

If you decide to change your order, contact Customer Service immediately at 1-702-448-6400. One of our Customer Service reps will let you know the status of your order and if you can change it.

If there is a Proof that is requested, and you are not happy with the design, there would be a $30 charge to get the image swapped out.

6. CAN I CANCEL MY ORDER 

Since the crystals are personalized, we can only cancel an order before it is processed. If you would like to cancel your order, please contact us via phone or email as early as possible and we will let you know if the order can be canceled.  service@3dcrystalclear.com

However, if the order is in the ‘Ready to Print’ stage a designer fee will be applied to all 3D designs

7. DO YOU OFFER RUSH SERVICE?

No, we do not. Since every order is customized, the 3-5(5-8**) business days processing time is standard.

**Note: During the busy holiday season, the processing time is subject to change.

The only way to get a rushed service is to select a Rush Delivery Method, but the Processing Time will remain the same.

8. I PLACED AN ORDER SHOULD I RECEIVE A CONFIRMATION EMAIL?

Once we receive your order, we will send you an order confirmation via email. If you do not receive an order confirmation, please contact us: service@3dcrystalclear.com/ 1-702-448-6400

You will also receive a shipping confirmation on the day your order is shipped. Our shipping confirmation includes your UPS/USPS tracking number with clickable links for easy tracking.

If you would like to receive an email for every step of your order, please specify in the ‘Special Instructions’ section.

If you did not receive an email confirmation, please give us a call so that our team can assist you in confirming the order. There may have been a connection issue, or the email may have gone to your spam folder.

9. WHY DIDNT I RECEIVE AN ORDER CONFIRMATION?

If your order was successfully placed on our website, you should receive an order confirmation via email.>

If you didn't receive the email, check your spam and junk folders to make sure the email didn't get stuck. Also, be sure to add us to your contacts to make sure your email provider doesn’t think we are strangers. If you still can't find the confirmation, there may be an error in your email address. You can email us at service@3dcrystalclear.com or call us and we will resend the confirmation.

10. WHY IS MY DISCOUNT CODE NOT WORKING?

In order for you to use a coupon, you must follow these steps: The first step is to make sure that you open our website manually. Meaning that you have to enter www.3dcrystalclear.com and not click on a link that will take you to the website. Second, you will have to find the crystal that best suits your coupon. For example, if you got a 3D Medium Portrait(Tower) then on the website you will locate the Portrait and select the size medium. You will then upload your image, text, and any other modifications that you would like to add to your crystal. Such as any special instructions or if you'd like to get a light base for your crystal.

Once you have done this, you will click add to cart and proceed to checkout to enter your coupon code in the discount code section. Finally, once you've received the discount, you will proceed to payment and enter your billing information and shipping information and select a shipping method and click place order.

If you are still having trouble with this please contact us with your full name, coupon code, description of the coupon and what are you trying to purchase that is in your shopping cart, so we can narrow down the problem.

11. WHERE IS MY ORDER?

You can always track your order online, please go to https://www.3dcrystalclear.com/apps/trackorder

12. CAN I SEND YOU MY OWN 3D RENDERING OF A FILE?

Yes, you would be able to. 

Keep in mind that there are requirements.

Requirements

 

·     *.OBJ file format (Alias wavefront .OBJ file - surface)

·     The file must be created with 3 vertices (points) per polygon.

·     Textures must be squared

·     Textures must be available in BMP, JPG or PNG file format

·     None of the files must have spaces in the file name

SHIPPING

1. WHAT ARE YOUR SHIPPING METHODS?

Our standard shipping method is USPS,  which generally arrives within 3-5 business days AFTER we've processed your order. USPS is the only shipping method that offers Saturday deliveries. No Sunday deliveries.

Another shipping method option given to customers is UPS.

UPS only offers Monday - Saturday deliveries.

If you need a rush shipment on your order, we offer UPS Ground, UPS 2nd Day Air, and UPS Next Day Air for express shipping methods. You can upgrade to an express shipping method at our checkout page. Our shipping and handling include insurance.

2. WHEN WILL MY ORDER BE DELIVERED?

*Your delivery time depends on which shipping method you select. When calculating delivery time, remember all orders have a 3-5 business day processing time** in addition to the shipping method that is selected. Also, keep in mind of distance between us and you. We are located in Las Vegas, NV.*

USPS Priority: Estimated delivery date is 1-2 weeks

USPS First Class: Estimated delivery date is 2-3 weeks.

UPS Ground: Estimated delivery date is displayed upon checkout

UPS 2 Day Air: Estimated delivery date is displayed upon checkout

UPS Next Day Air: Estimated delivery date is displayed upon checkout

3. WHAT ARE YOUR SHIPPING RATES?

Orders within the USA:

The price of shipping varies from order to order. This price is calculated by weight of the package, size of parcel, a method of shipping, and location of ship to address.

International Orders:

3D Crystal Clear is not responsible for customs fees, duties, or taxes.

All international orders ship via UPS and then get transferred to your local post office. All pricing is different, pertaining to size of crystal, weight, and location.

** During the holiday season, the processing time is prolonged to 5-8 days and for Ornaments to about 10 business days. Make sure to get your order in early to be able to receive your Ornaments on time.

*Please note: The above does not apply to Alaska, Hawaii, and Other Countries.*

4. CAN I PICK UP MY ORDER?

We do allow pickups at our offices in Las Vegas, NV, USA.. If you are a local or are going to be in Las Vegas and want to pick up your order, please request a pick up in the 'Special Instructions' section on the order form. All pickups must be scheduled through our Customer Service department. Once an order is picked up from our office, we will refund your shipping charge.

5. CAN I CHANGE MY SHIPPING ADDRESS?

If your order HAS NOT shipped, we are able to change your shipping address in our system. Please contact Customer Service immediately at 1-702-448-6400.

If it HAS shipped, it is not guaranteed we can change the address. We will contact the Carrier for the status of your shipment and to see if an address change is possible. If yes, a change fee will be applied by Carrier and the delivery time will be delayed.

6. DO YOU SHIP TO PO BOXES?

Yes, we do. All orders shipping to a PO Box will be sent via USPS.

7. DO YOU SHIP TO APO ADDRESS?

Yes, we do. All orders shipping to APO addresses will be sent via USPS and have a longer estimated delivery time.

8. DO YOU SHIP TO CANADA?

Yes, we ship to Canada via UPS Standard service. This does not include any applicable duties due to Canada Customs.

Canada Customs requires Canadian recipients to pay applicable duties and taxes on each shipment entering Canada. These charges may include PST, GST, HST, duties, and other taxes of goods (like excise tax). A brokerage fee is also charged to process shipments and present the requisite customs paperwork to Canada Customs on the importer's behalf. UPS will request payment of additional charges (duties and taxes) at time of delivery.

**Please note, orders over $200CAD may incur additional fees.

9. DO YOU SHIP INTERNATIONALLY?

Yes, we ship to places all around the world!

3D Crystal Clear is not responsible for customs fees, duties, or taxes.

Some areas we do not ship to (yet!) include Africa, China, Palestine, Southwest Asia, and Yugoslavia. If you are unsure if we ship to your country, send an email to service@3dcrystalclear.com and we will let you know.

10. ARE THERE ANY RESTRICTIONS WITH INTERNATIONAL SHIPPING?

3D Crystal Clear is not responsible for customs fees, duties, or taxes.

 PAYMENTS

1. WHAT ARE MY PAYMENTS OPTIONS?

We accept all major credit cards including American Express, Discover, Mastercard, and Visa. We also accept PayPal and Google Pay.

2. WHY WAS MY CREDIT CARD DECLINED?

There are several reasons why you may get an error message while trying to process your order. Double check that your phone number, zip code, and CVV number from your credit card are all correct. If all information is correct, try calling your credit company. Some companies ask you to verify large purchases, or purchases from another state, before placing an order. The error code that usually pops up in this scenario is “DO NOT HONOR - 530”

3. DO YOU OFFER MILITARY DISCOUNTS?

As a thank you for their continued service and dedication to our country, we are happy to offer a 25% discount to all active and retired military personnel.

To qualify for the discount, all military personnel must scan a picture of their military ID. Once scanned, send the copy via email to service@3dcrystalclear.com or fax it to 702-448-6400. The name on the military ID must match the name on the billing address of the order.

4. DO YOU OFFER DISCOUNTS FOR FIREFIGHTERS AND POLICE OFFICERS?

Yes, we are happy to offer a 25% discount to all active and retired firefighters and police officers to show our appreciation of their dedication and service.

To qualify for the discount, all firefighter and police officers must scan a picture of their work ID. Once scanned, send the copy via email to service@3dcrystalclear.com or via fax to 702-448-6400. The name on the work ID must match the name on the billing address of the order.

RETURNS

WHAT IS YOUR RETURN POLICY?

At 3D Crystal Clear, we are confident that our products will exceed your expectations. In the event you want to return or replace your order, we do offer a 21 day return period for all online purchases. Returned items must be in their original condition and packaging. ALSO,  a re-shipping charge will be applied to all replacements. If your order arrives damaged or defective, Please contact Customer Service immediately at 1-702-448-6400.

For further details, please review our Terms and Conditions.

The product must be returned to us within 21 days of invoice.

Please provide a brief written statement mentioning the reason for the return and your account details.

The product must be in its original condition and box.

Unfortunately, we cannot refund your return costs.

Our money-back guarantee applies to both our individual customers and our commercial customers.

A 20% customization fee applies to all personalized crystals.

SITE SECURITY

1. DO YOU STORE MY CREDIT CARD INFORMATION?

No, we never store your credit card information. Your credit card number is only captured during the checkout process while our system 'talks' to our payment processing gateway. Once the order is placed, we no longer have access to your credit card information.

2. IS IT SAFE TO PURCHASE FROM YOUR SITE?

The transfer of sensitive information on 3D Crystal Clear is always protected against theft or misuse. When purchasing online, a solid key with a locked padlock icon will appear in the lower left of your browser window, which indicates that your transaction session is secured through Secure Socket Layer SSL Certificate.

3. IS MY PERSONAL INFORMATION SAFE?

The security of your personal information is very important to us. We will never sell or rent your personal information to any third parties under any circumstances. We value your trust and will work hard to protect the security and privacy of any personal information provided to us.

OTHER

1. WHAT ARE YOUR BUSINESS HOURS?

For your contact needs, we are in the office Monday through Friday, 9am to 5pm.

For your shopping needs, we are open online 24/7.

2.WHAT IF I DONT SEE AN ANSWER TO MY QUESTIONS IN YOUR F.A.QS

If you can't find your answer, we encourage you use one of the methods below to contact us.

'Contact Us' Page: A quick and easy form to voice your questions and concerns.

Email: service@3dcrystalclear.com

Toll Free Number: 1-866-283-9147

 

 

 

 

 

 

 

 

 

 

 

 

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