faq - ENGRAVING
How do we engrave images into the crystal?
The engraving process uses a laser to etch images and text into 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 proprietary software and hardware, creating an image made of thousands of small points. This laser process is known as Vitrography.
What crystal shapes and sizes do we offer?
We offer 6 different crystal shapes / types: Cube, Diamond, Heart, Prestige, Serrated, and keychains in 3 different shapes. Most of the designs come in the standard Small, Medium, and Large sizes. Cube offer additional sizes of XL, XXL, XXXL, MAX & Titan. In addition, we also offer different types of accessories such as: Necklaces in 3 different shapes and Wine Stoppers. To see what sizes are available in your preferred shape, click on the “Create your crystal" drop down menu on the top navigation bar and choose your preferred shape.
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 provide us your photo or image and we will do the rest.
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 and later on engrave into a crystal.
Can you turn my company logo into a 3D logo?
Yes, we can take logos or graphics and laser them on to the Crystal 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 at info@3d-innovation.com.
faq - IMAGES
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, GIF, TIFF, BMP, and PNG. If your file format is not listed here, contact us at info@3d-innovation.com and we will let you know if your image format is compatible.
How do I upload my photo?
While customizing your crystal during Step 2, click on the 'Upload Your Image'. A window will open, allowing you to browse through images stored on your computer or mobile device. It is the same process as uploading a picture to your email. 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 info@3d-innovation.com.
What if I can't upload my photo to your website?
If you are having difficulty uploading, you can send an email with your photo as an attachment to info@3d-innovation.com.
Will the background of my photo show up on the crystal?
If you order a serrated crystal, the background will be included in the crystal engraving. If you choose a different shape, our designers automatically remove the background unless requested in the special instruction field.
Can I include more than the 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 cannot 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. For the best results, we suggest following the recommended number of figures.
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.
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.
faq - Shipping
How will my order ship?
Our normal shipping method is Ground, which generally arrives within 2-5 business days AFTER we processed your order. We do not ship or deliver on Saturdays and Sundays.
If you need a rush shipment on your order, we offer Next Day Air or 2nd Day Air, for express shipping methods. You can upgrade to an express shipping method at our checkout page. Our standard shipping and handling includes insurance.
Please note: Our Free Shipping promotion is only available within the United States.
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 1-2 business day processing time in addition to the shipping time.
Ground: 1-2 business day processing time + 1-5 business day shipping time = 2-7 business day delivery time.
2 Day Air: 1-2 business day processing time + 2 business day shipping time = 3-4 business day delivery time.
Next Day Air: 1-2 business day processing time + 1 business day shipping time = 2-3 business day delivery time.
Please note: The above does not apply to Alaska, Hawaii, and Canada.
What are your shipping rates?
We offer 3 different shipping methods: Ground, Second Day and Next Day, the rates are automatically calculated when you enter your shipping address in our check out page. International Orders: All orders ship via either FedEx, UPS or USPS. The rates are automatically calculated when you enter your shipping address in our check out page, the shipping cost does not includes custom fees, duties, or taxes.
Can I change my shipping address?
If your order has not shipped, we are able to change your shipping address in our system. If it has shipped, it is not guaranteed we can change the address. We will contact UPS for the status of your shipment and to see if an address change is possible. If yes, a change fee may be applied by UPS and the delivery time may be delayed.
Do you ship to PO Boxes?
Yes, we do. All orders shipping to a PO Box will be sent via USPS Ground.
Do you ship to APO addresses?
Yes, we do. All orders shipping to APO addresses will be sent via USPS Ground and have a longer delivery time.
Do you ship to Canada?
Yes, we ship to Canada via UPS Standard service. This rate 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 $200 CAD may incur additional fees.
Do you ship internationally?
Yes, we do. If you are unsure if we ship to your country, please send an email to info@3d-innovation.com and we will let you know.
Are there any restrictions with international shipping?
International orders cannot be refunded or returned. 3D Innovation is not responsible for custom fees, duties, or taxes.
faq - Holiday Shipping
Will I receive my order by Valentine's Day 2017?
To receive your crystal before Valentine's Day 2017, please place your order by the following dates:
By February 4 - Ground
February 9 - 2nd Day Air
February 10 - Next Day Air
If you place your order after the deadline, we cannot guarantee delivery by Valentine's Day.
Please note: The above does not apply to Alaska, Hawaii, and Canada.
Will I receive my order by Mother's Day 2017?
To receive your crystal before Mother's Day 2017, please place your order by the following dates: By May 6th - Ground May 8nd - 2nd Day Air May 10th - Next Day Air If your order is placed after the deadline, we cannot guarantee delivery by Mother's Day. Please note: The above does not apply to Alaska, Hawaii, and Canada.
Will I receive my order by Father's Day 2017?
To receive your crystal before Father's Day 2017, please place your order before the following dates:
By June 7rd - Ground
June12th - 2nd Day Air
June 14th - Next Day Air
If you place your order after the deadline, we cannot guarantee delivery by Father's Day.
Please note: The above does not apply to Alaska, Hawaii, and Canada.
Will I receive my order by Christmas 2016?
To receive your crystal before Christmas 2016, please place your order by the following dates:
By December 13th - Ground
December 16th - 2nd Day Air
December 19th - Next Day Air
If your order is placed after the deadline, we cannot guarantee delivery by Christmas.
Please note: The above does not apply to Alaska, Hawaii, and Canada.
faq - Payment
What are my payment options?
We accept all major credit cards including American Express, Discover, Mastercard, and Visa. We also accept PayPal.
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 Credit Card Billing address, 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 purchases before placing an order.
faq - Coupons & Discounts
Do you offer military discounts?
As thank you for their continued service and dedication to our country, we are happy to offer a 10% 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 customerservice@3duniversal.net or fax it to 866-283-9147. The name on the military ID must match the name on the billing address of the order.
Do you offer discounts for Military, Firefighters or Police officers?
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, Police and Firefighters personnel. To qualify for the discount, all Military, Police and Firefighters personnel must email a picture or scan of their military ID. Please send the copy via email to info@3d-innovation.com or fax it to 516.596.8185. The name on the ID must match the name on the billing or shipping address of the order. Double discount does not apply.
faq - Returns
What is your return policy?
At 3D Universal, we have a no cancellation policy, we are confident that our products will exceed your expectations.
In the event you want to return, replace your crystal or if your order arrived damaged or defective, please contact our customer service within 72 hours at customerservice@3duniversal.net.
Returned items must be in their original condition and packaging. Also, a reshipping charge will be applied to all replacements.
For further details, please review our Terms and Conditions:
The product must be returned to us within 7 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% restocking fee applies to all personalized crystals.
faq - Site Security
Do you store my credit card information?
No, we never store your credit card information. Your credit card number is only captured during the check out process while our system connects to our payment processing gateway. Once the order is placed, we no longer have access to your credit card information.
Is it safe to purchase online from your site?
The transfer of sensitive information on 3D Universal 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.
Is my 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.
faq - Other
What are your business hours?
Our Office is open Monday through Friday, 9am to 5pm. For your shopping needs, we are open online 24/7.
What if I don't see the answer to my question in your FAQs?
If you can't find your answer, we encourage you use one of the methods below to contact us.
'Contact Information' Page: A quick and easy form to voice your questions and concerns. Email: customerservice@3duniversal.net Toll Free Number: 1-855-825-2823
faq - Text
Can I include text on my crystal?
Yes, you have the option of engraving text along with your image on a crystal. Please type the text you would like for your engraving in the 'Add Engraving' field while placing the order. We ask that you type it as you would like it to show on the Crystal. As an example if you would like X amount of words on line 1 and Y amount of words on line 2 please type each row on a separte line. You can also mention in special instructions if you have a preferability in regards to the alignment. We normally place them in such a way it does not obstruct the image in the crystal and shows nicely.
What font options are available?
We offer five different font options for text: Arial, Blackadder, Georgia, Monotype Corsiva, and Script.
Is there a text character limit?
We have a 40 character limit, including spacing. We recommend this character limit because it works best with all crystal sizes and designs and doesn't detract from your image.
What if my text is longer than 40 characters?
Although the recommended limit is 40 characters including spaces, you can add more characters. If over the limit, place your text in the 'Special Instructions' section on the order page. There is no additional fee for more than 40 characters. Note: On smaller crystals, longer text might interfere with the image since there is less surface space for the 3D engraving.
Can I add a symbol, like a heart, to my text?
Yes, we can include symbols in the text. If you would like to include a heart or any other symbols, please mention under 'Special Instructions'.
faq - Ordering
How do I order online?
To start, click the ‘Create your crystal' button on the 3D Innovation homepage. Step 1 will ask you to choose the shape and size of your crystal. Step 2 allows you to add personal details for customizing your crystal. At this step, you upload the picture you would like engraved into your crystal. You also have the option to add two lines of text, for example 'I Love You, Mom,' . After selecting your engraving, you may add a light LED base, which will light up the image inside the crystal. Next, choose the quantity you want to order and include any special instructions for your order. Finally, click ‘ Add To Cart ' to get to the Check Out page where you can complete your order.
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 one to three (1-2) business days. Note: During the busy holiday season, the processing time is subject to change.
What if I want a specific layout?
If you have a specific layout in mind, we encourage you to share your idea 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 email us at info@3d-innovation.com
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 516.837.9423, one of our Customer Service reps will let you know the status of your order and if you can change it.
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 cancelled.
Do you offer rush service?
Yes, we do. Please contact Customer Service at 516.837.9423 or email us at info@3d-innovation.com and one of our Customer Service reps will be more then happy to assist you.
How can I know if you received my online order?
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. You will also receive a shipping confirmation on the day your order is shipped. Our shipping confirmation includes your UPS tracking number with clickable links for easy tracking.
Why didn't 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 see if it may have placed there. If you still can't find the confirmation, there may be an error in your email address. You can email us at info@3d-innovation.com and we will resend the confirmation.
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 customer’s special requests. However, if your request is not possible, we will contact you directly to let you know.
