FAQ

How does the engraving process work?

We use a high-powered laser to ‘burn’ images and text onto the crystal. The laser is focused on the crystal in such a way, that the intense energy emitted from the laser changes the molecular structure of the crystal. A computer controls the laser beam, moving it around the crystal to form the desired image from tens of thousands of tiny points.

What crystal shapes do you offer?

We offer the following shapes: portrait, landscape, heart, prestige, diamond, frame, square keychain, round keychain, round ornament and heart ornament. To view the full list of sizes available for each size, click here. We make every effort to maintain all items and shapes in our inventory, however, we cannot held responsible in rare cases when items are unavailable.

Can you engrave a non-human 3D shape, such as sports car?

Yes. We can engrave any 3D object. You can send us almost any kind of photo and we’ll turn it into a 3D model. You can also send a pre-made 3D data file and we’ll engrave it into the crystal of your choice.

Can you engrave my company logo into the crystal?

Yes. We can turn simple logo into 3D shapes and engrave them into the crystal of your choice. If your logo is not made of shapes, but made of color gradients, the end result may not look as good. If you’re unsure about your logo or have any questions, please contact us before you order.

Can you turn my photo into a 3D image?

Yes. Our expert designers use special software to turn any regular photo into a 3D model for the crystal engraving. We can turn almost any 2D image into a 3D model. Simply send us your image (via the order form) and we’ll turn it into a 3D model.

How do I upload my image?

Once you select your desired crystal shape and size, click the “Choose Your Photo” button. A new window will open, in which you can browse your computer and select your image for upload. You can upload up to 3 images. We recommend uploading images over 100KB for best quality. However, our system has a size limit of 5MB (5000KB). If your desired image is larger than 5MB, please contact us before you order.

What to do if I’m having problems uploading my image in your system?

Once you select your desired crystal shape and size, click the “Choose Your Photo” button. A new window will open, in which you can browse your computer and select your image for upload. You can upload up to 3 images. We recommend uploading images over 100KB for best quality. However, our system has a size limit of 5MB (5000KB). If your desired image is larger than 5MB, please contact us before you order.

How do I upload my image?

In case you have any issues while trying to upload your image, you can send it as an email attachment to info@captur3d.com or click here to contact us.

What image file types do you accept?

We can handle all common image file formats, such as JPG, PNG, TIFF, GIF, BMP and more. If you’re unsure about your image file or have any questions, please contact us before you order.

Is the background of my photo going to appear on the 3D crystal?

When creating the 3D model from your image, our designers remove the background. In case you choose a flat crystal shape, the background will be included in the final engraving as part of the design.

What is the recommended number of figures to be included in the final design?

The recommended number of figures (people, animals or objects) depends on the shape and size of the crystal that you choose. Click here to see the full list of figures per shape and size. Adding figures beyond our recommendation will impair the detail of the final engraved crystal. With larger crystal sizes you do have the option of adding figures for an additional fee. If you decide to do that, please contact us before you order.

What are the restrictions for image quality?

We recommend uploading high quality images and to avoid dark, blurry or unclear images. In case the image you upload cannot be used for the 3D engraving, our customer service will contact you and ask for another image.

Can I see a proof before finalizing the order?

We cannot offer any kind of proof before the order is finalized. Our designers are very skilled in creating a 3D model that perfectly matches your submitted image.

Can I add text on my crystal?

Yes. You can add text along with your image in the engraved crystal. The text can be added in the product page where you upload your image for engraving.

What is the character limit for engraved text?

There is a 40 character limit, including spaces. This character limit works best for all crystal shapes and sizes. If your desired text is over 40 characters, enter your text in the ‘Special Instructions’ section of the order page. There is no additional fee for longer text, however, please note that longer text may impair the final design of your crystal, especially in small sizes crystals. (note: online website says 1500 characters…)

What are the available font options?

We offer the following font options: Arial, Blackadder, Georgia, Monotype Corsiva and Script. You can see the font sample here.

Can I add a symbol or special character to my text?

Yes. You can add a symbol to the text (for example a heart symbol). Simply mention your desired symbol in the ‘Special Instructions’ section of the order page.

Can I ask for a specific layout?

Yes. You can decide where and how you want your image and text to appear on the crystal. If you have a specific layout in mind, either use the ‘Special Instructions’ section to describe your desired layout in detail, or contact our customer support team and consult with them before you order. Custom design may be subject to additional charges, depending on the complexity of your desired layout.

How do I make an online order?

Step 1: Click ‘Our Crystals’ on the homepage or on the top navigation menu. Select your desired crystal shape and size. Step 2: Click “Choose Your Photo” to upload an image from your computer. At this step you can also click “Edit Photo” to launch our online image editor which lets you zoom, pan and crop your photo. Step 3: Enter your text to be engraved alongside your image (for example “Happy anniversary”). Choose your desired font and add any special instructions (if you have any). At this step you may add a SOlid base with LED light, to hold the crystal and illuminate the engraved image in an attractive way. Select quantity from the drop-down menu and click “Add To Cart”. Step 4: Review your shopping cart, edit items if necessary, click “Proceed To Checkout”. Enter your personal details, shipping requirements and payment method. Click “Place Order” to finalize your order.

How long does it take to process my order?

It takes 2-3 business days to process your order and to produce your crystal. During the holiday season it may takes longer.

Can I change or cancel my order?

You can only change, reduce quantities or cancel your order before it’s been processed and sent to our 3D design team. Text changes may be subject to additional charges. In case you decide to change or cancel your order, please contact customer service right away by email or phone: 1-917-633-8085. Customer service will inform you of your order status and whether or not it can be changed or canceled. Cancelled orders are subject to all costs incurred up to the time of cancellation. Changes in order quantities must be approved by our customer service. Items produced prior to cancellation request or order quantities reduction request may be charged full price.

How do I know if my order has been successfully placed?

Once you complete your order online, you should receive an order confirmation email within a few minutes. In case you did not receive such email, please check your junk or spam folder. If you still cannot find a confirmation email from us, please contact our customer support. On the day that your order is shipped, you should get a shipping confirmation order that includes your UPS tracking number and a link for online tracking of your order status.

Can you handle special order requests?

In case you have a special order request, either use the ‘Special Instructions’ section to describe your request in detail, or contact our customer support team. In case your special request cannot be delivered, we will contact you and let you know.

What payment options do you offer?

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

What to do if my credit card was declined?

There are various reasons why your credit card may have been declined or you’ve got some sort of error message during the checkout process. First, recheck that all the data you’ve entered is correct. If everything is correct and you still get an error, try contacting your credit card company. Please note that some credit card companies need you to verify certain online purchases as part of their security system.

How do I apply my Universal Card code?

To apply enter your Universal card code in the ‘Universal Card Code' box on our checkout page. Click 'Submit' and the code will be applied to your order.

Do you offer military discounts?

Yes. We salute the military, and as a token of appreciation we offer 10% discount to all active and retired military personnel. To qualify for the discount, you must have a valid Military ID Card or Retiree Card. Scan your military ID and send a copy to our customer service via email to info@captur3d.com or fax to 866-283-9147. Please note that the name on the military ID must match the name on the billing address of your shopping cart order.

Do you offer discounts to firefighters and police officers?

Yes. We are honored to offer a 25% discount to all active and retired firefighters and police officers, as appreciation of their service and dedication. To qualify for the discount, you must have a valid Firefighter or Police ID Card or Retiree Card. Scan your service ID and send a copy to our customer service via email to info@captur3d.com or fax to 866-283-9147. Please note that the name on the service ID must match the name on the billing address of your shopping cart order.

Is my credit card information being stored?

No. We do not store any credit card information on our servers or offline. During the checkout process, the credit card information you enter in our system is being transmitted to the payment processing ‘Gateway’. Once the order is completed and approved by the ‘Gateway’, our system no longer can access this information.

Is it really safe to make an online purchase on your website?

Yes. We take website security very seriously, and make effort to protect any and all sensitive information you may enter on our website. While performing the checkout process of our virtual shopping cart, your information (including credit card information) is being securely transferred via Secure Socket Layer (SSL). As indication of SSL, you can see a locked padlock icon at the bottom left of your browser window. (*** not there!!!)

Is my personal information safe with you?

Yes. We highly value your trust and confidence, and take all measures to keep your personal information safe and secure. Our system has a few layers of security to prevent hacking and break-in. In addition, we will never sell or rent your personal information to any third parties.

How will my order be shipped?

Our standard shipping method is UPS Ground, which usually arrives between 2-5 business days after your order has been processed. All of our shipping and handling have insurance. We don’t ship or deliver on Saturdays and Sundays. In case you require rush shipping, we offer UPS Next Day Air, UPS 2nd Day Air and UPS 3 Day Select. You may upgrade to any of the above shipping method in the checkout page. (*** not there!!!)

When will my order be delivered?

The actual delivery time is dependant on the shipping method you choose. Please note that since the crystals are custom engraved, all orders have 2-3 business days processing time in addition to the UPS delivery time. UPS Next Day Air Next business day (+ 2-3 business days processing time) UPS 2nd Day Air 2 business days (+ 2-3 business days processing time) UPS 3 Day Select 3 business days (+ 2-3 business days processing time) UPS Ground 1-5 business days (+ 2-3 business days processing time)

What are your shipping rates?

Shipping rates vary according to your exact location. UPS Ground: $15 UPS 3 Day Select: $25 UPS 2nd Day Air: $35 UPS Next Day Air: $55 International Orders: All orders ship via USPS for the flat rate of $60.

Can I change my shipping address?

Yes. If your order has not been shipped yet, we can change your shipping address in our system. In case your order has been shipped, we can contact UPS for the delivery status and inquire if an address changes is possible. If the answer is yes, an “address change fee” may be applied by UPS, and the delivery time may be delayed.

Do you ship to PO Box?

Yes. All orders shipping to a PO Box will be delivered via USPS Ground.

Do you ship to APO/FPO Address?

Yes. All orders shipping to APO, FPO or DPO addresses will be delivered via USPS Ground and may require longer delivery time.

Do you ship to Canada?

Yes. We ship to Canada via UPS Standard, for an additional flat rate of $10. Canada Customs may require Canadian residents to pay additional charges, duties or taxes, such as GST, PST, HST, etc, depending on the delivery location. Additionally, a brokerage fee may also be applied for order processing and presenting adequate paperwork to Canada Customs. In case such additional charges, taxes or duties will be required, it will be charged by UPS at the time of delivery.

Do you ship internationally?

Yes. We ship internationally via XXXX services. Delivery rates are dependant on your location. Additional charges, duties and/or taxes may be applied. Please note that as of yet, we do not ship to the following locations: Africa, Belgium, Bulgaria, China, Egypt, Ghana, Indonesia, Israel, Lithuania, Malaysia, Russia, Nigeria, Pakistan, Palestine, Romania, Southwest Asia, Turkey, Ukraine, and Yugoslavia. If you are unsure whether or not we ship to your country, contact our customer service at info@captur3d.com. Before we can process an international order, please fax or email either a photo of your credit card or a copy of your credit card billing statement. For your troubles, we will deduct $3 from your order total. International orders cannot be refunded or returned.

What is your return policy?

In general, we do not have a return or cancellation policy, as we are certain our products will meet your demand. In additional, engraved products are personalized and cannot be returned, except in cases of flaws in the material or in the engraving of your image. For the LED bases we offer 5 years warranty. In case your crystal arrived damaged or defected in any way, please contact our customer support as soon as possible for a Return Authorization Number. This number must be clearly visible on your return shipping label. Please include a written statement acknowledging the cause for the return. Please note the following: • You must contact Customer Support within 72 hours in order to receive a Return Authorization Number. • Products returned without Return Authorization Number will be rejected. • Returned products must be in their original packaging. • Returned products must be delivered to our address within 7 days of invoice date. • A re-shipping charge may be applied. • A 20% restocking fee may be applied.

What if I can’t find an answer in the FAQ?

If you have a question we did not already answer in this FAQ, please contact our customer support via our Contact page, email info@captur3d.com or phone: 1-917-633-8085

What are your business hours?

Our office is open Monday to Friday, 9 Am to 5 PM. (EST) Our online store is open 24/7.

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