Frequently Asked Questions

Yes. Add a name, date, or short message in the engraving field. For the clearest result, we recommend keeping the text under 15 characters.

Available font choices appear in the personalizer. Select a style and check it in the live preview before adding the crystal to your cart.

Our catalog includes shapes such as heart, rectangle, square, diamond, octagon, iceberg, candleholder, necklace, and keychain designs. Sizes and personalization options vary by product.

Background removal and other reasonable image adjustments may be used to prepare a clear dimensional engraving. The most important subject should be fully visible and separated from the background whenever possible.

Email support@artlaser3d.com within 24 hours with your order number and requested change. We will try to help, but changes cannot be guaranteed after design work or production begins.

The preview helps confirm composition and text, but a luminous internal laser engraving naturally looks different from a flat screen image. Crystal optics, room lighting, and the display base all influence the final appearance.

The best image is sharp, bright, and high resolution, with clear facial features and strong separation between the subject and background. Original camera files generally work better than screenshots or images downloaded from social media.

Yes. Modern smartphone photos work very well when the lens is clean, the subject is in focus, and lighting is even. Upload the original file rather than a compressed copy when possible.

Yes, provided the scan is reasonably sharp and free from glare. Scan or photograph the original straight on in even light, then crop out frames and surrounding surfaces.

The practical number depends on the crystal size and the amount of visible detail in the photo. Choose a larger crystal for group portraits so faces remain recognizable.

Avoid motion blur, heavy filters, very dark faces, extreme backlighting, low-resolution screenshots, and subjects cut off at the head or body. These issues reduce the detail available for engraving.

Email the image to support@artlaser3d.com and tell us which crystal you are considering. Our team can help you judge whether it has enough detail before production.

Allow 2–5 business days for custom production, followed by the delivery estimate shown at checkout. Standard domestic delivery is generally 3–7 business days after shipment; remote U.S. areas may take 7–10 business days.

We currently accept and ship orders only to eligible addresses within the United States that are available at checkout. International shipping, including Canada and Mexico, is not currently supported.

Shipping is calculated from the product size, weight, service level, and destination. The exact amount is displayed at checkout before payment. Any active free-shipping promotion is applied when its conditions are met.

Orders are fulfilled through our U.S. factory and warehouse in Pomona, California. The carrier and service shown in your shipment confirmation handle final delivery.

Yes. A shipment confirmation with tracking is sent to your checkout email as soon as the order leaves our facility. Tracking can take a short time to show the first carrier scan.

Severe weather, carrier congestion, holidays, address problems, and other events outside our reasonable control can affect estimates. Double-check the full U.S. delivery address before placing your order.

Wipe it gently with a clean microfiber cloth. For stubborn marks, lightly dampen the cloth with water or an ammonia-free glass cleaner. Apply cleaner to the cloth, not directly to the crystal, and never submerge the piece.

No surface ink or sticker is used. The image is laser engraved inside the crystal, so it is designed to remain clear and fade-resistant with normal indoor care.

Disconnect power before cleaning. Wipe the base with a dry or barely damp cloth, keep liquid away from controls and connectors, and place it on a stable, ventilated surface.

Wrap it in a soft cloth or tissue and store it in its presentation packaging in a dry indoor location. Avoid garages, attics, edges of shelves, and places with large temperature changes.

Open the shipment confirmation email and select its tracking link. If you created an account, you can also review order information from your account page.

Your crystal may still be in design, engraving, inspection, or packing. Tracking is created when the order is ready to leave our facility, and the first scan can take a short time to appear.

Email us within 24 hours of ordering. We will make reasonable efforts to help, but personalized orders enter production quickly and cannot be changed or cancelled once the relevant work has started.

Contact us immediately with the order number and complete corrected address. We can only attempt an address update before shipment, and carrier restrictions may apply after a label is created.

Check the delivery address, nearby doors, mail areas, household members, and neighbors, then contact the carrier. If it is still missing, email us within 48 hours of the delivery scan with your order and tracking numbers so we can help investigate.

Eligible items may be requested for return within 30 calendar days after delivery and must be unused, unaltered, and returned with original packaging and proof of purchase. Email us before sending anything back; unauthorized packages may be refused.

A custom-made crystal is not returnable for a change of mind, accidental order, or issue caused by customer-supplied content. We will review it when it arrives damaged or defective, is the wrong item, or materially differs from the confirmed order details.

Contact us within 24 hours of delivery. Include the order number and clear photos of the item, issue, shipping carton, packing materials, and label. Keep everything until our review is complete; a verified issue may qualify for replacement, remake, refund, or another appropriate solution.

Email support@artlaser3d.com with your order number, reason, and supporting photos when applicable. We normally review requests within 1–2 business days and send return instructions if approved.

Authorized returns are generally inspected within 2–3 business days after arrival. Once approved and issued to the original payment method, refunds usually take 5–10 business days to appear, depending on the payment provider.

K9 is a high-clarity optical glass commonly selected for precision engraving and light refraction. Its clear, polished body helps the internal portrait remain visible from multiple angles.

No. Focused laser points form the image inside the crystal. The outer surface stays smooth, and the portrait cannot peel like a sticker or surface print.

A base is optional, but illumination increases contrast and makes the engraving feel more dimensional, especially in lower light. Choose among available wood, mirrored, rotating, touch-control, or multicolor designs.

Compare the crystal footprint with the base dimensions shown on the product pages. The crystal should rest fully and securely on the lit surface without overhanging an unstable edge.

The portrait is built from laser points at different depths. Refraction through the crystal makes the image shift subtly as your viewing angle and lighting change; this is part of the three-dimensional effect.

Our U.S. factory and warehouse facility is at 2188 Pomona Boulevard, Pomona, CA 91768. It is an operating facility rather than a public retail or walk-in return counter.

We welcome inquiries for employee gifts, memorial pieces, event keepsakes, and other quantity orders. Email the product, quantity, target date, and ZIP code to support@artlaser3d.com so we can review timing and options.

Your customer content is used as reasonably necessary to review, design, manufacture, fulfill, deliver, and support your order. We do not use a personal customer photo in public advertising, social media, or a public portfolio without separate permission.

You must own the photo or have permission to use it. Do not submit unlawful, infringing, non-consensual, abusive, or otherwise prohibited content. We may refuse an order that violates rights, policy, or applicable law.

Email support@artlaser3d.com or call +1 (626) 886-3715. Support hours are Monday–Friday, 9:00 AM–6:00 PM Pacific Time, excluding U.S. federal holidays. Include your order number for faster help.