Last updated: August 12, 2026
ArtLaser3D creates personalized 3D laser-engraved crystal keepsakes and related accessories. We want every order placed through artlaser3d.com to arrive safely and match the details you submitted. This policy explains how returns, refunds, cancellations, missing packages, damaged items, and remakes are handled.
Returns
30-day return window. You may request a return for an eligible item within 30 calendar days after delivery. We cannot accept a return request submitted after this period.
To qualify for a return, an eligible item must be unused, unaltered, and in the same condition in which it was received. It must include its original packaging, accessories, and proof of purchase.
Personalized and custom-made items. Because personalized crystals are made specifically from the photo, text, shape, size, and other options you submit, they are not returnable for a change of mind, an accidental order, or dissatisfaction with customer-supplied content. This restriction does not apply when an item arrives damaged or defective, when we send the wrong item, or when the finished item materially differs from the confirmed order details.
Gift cards, promotional cards, clearance items marked “final sale,” and items damaged through misuse, modification, or improper storage are not eligible for return.
Return authorization is required. Before sending anything back, email info@artlaser3d.com with your order number, the reason for the request, and clear photos when applicable. Our team will review the request within 1–2 business days and send return authorization instructions if the return is approved. Packages sent without prior authorization may be refused.
For an approved non-defective return made for a customer-related reason, the customer is responsible for return shipping. If the return is due to a confirmed defect, transit damage, missing part, or incorrect item, ArtLaser3D will cover the reasonable return shipping cost or provide another appropriate solution.
Approved returns may be directed to our U.S. factory and warehouse at 2188 Pomona Boulevard, Pomona, CA 91768, United States. This address is not a public retail counter or walk-in return location. Do not ship an item there until you have received return authorization and instructions from us.
Refunds
After an authorized return reaches our warehouse, we normally inspect it within 2–3 business days. We will email you after the inspection. If the return is approved, the eligible refund will be issued to the original payment method.
Once issued, a refund usually takes 5–10 business days to appear, depending on your bank, card issuer, PayPal, Shopify Payments, or other payment provider.
A partial refund may apply if an eligible non-personalized item is returned with missing packaging or accessories, or in a condition different from the condition in which it was delivered. Original shipping charges and expedited-shipping fees are non-refundable after an order has shipped, except when the refund results from our error or a confirmed product problem.
If 10 business days have passed since we confirmed your refund and it has not appeared, please first contact your bank or payment provider. If they cannot locate it, email info@artlaser3d.com and include your order number.
Cancellations and Order Changes
We begin preparing personalized orders quickly. If you need to cancel an order or change a photo, text, size, shape, or other design detail, contact us at info@artlaser3d.com within 24 hours after placing the order.
We will try to accommodate the request, but cancellation or changes are not guaranteed once design work or production has started. An order cannot be cancelled after it is ready to ship or has shipped.
Missing Packages
If a package has not arrived by the estimated delivery date, first review the tracking information, confirm the shipping address, and check with household members, neighbors, and the carrier. If tracking shows “delivered” but you cannot locate the package, contact us within 48 hours of the delivery scan.
Email info@artlaser3d.com with your order number and tracking number. We will help investigate with the carrier. A replacement or refund, when available, will be determined after the carrier investigation and review of the order details.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives. If a crystal or accessory is damaged, defective, incorrect, or missing a part, contact us within 24 hours after delivery.
Include your order number and clear photos of the item, the issue, the shipping carton, the packing materials, and the shipping label. Keep the item and all packaging until we finish our review. After verification, we may provide a replacement, remake, refund, or another appropriate solution at no additional cost to you.
Remakes
A personalized item may qualify for a remake when there is a verified manufacturing or engraving error, the wrong item was produced, or the item was damaged in transit. Email clear photos of the item to info@artlaser3d.com and explain what is wrong. We will notify you by email after reviewing the request.
A remake is not available solely because of a low-resolution or unsuitable source photo, a spelling or design choice submitted by the customer, a change of preference after production begins, or normal image adjustments made to optimize the engraving, provided the finished item materially matches the submitted order details.
Contact Us
For questions about a return, refund, cancellation, missing package, damaged item, or remake, contact:
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Email: info@artlaser3d.com
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Phone: +1 (626) 886-3715
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Support hours: Monday–Friday, 9:00 AM–6:00 PM Pacific Time, excluding U.S. federal holidays
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U.S. factory and warehouse: 2188 Pomona Boulevard, Pomona, CA 91768, United States
Nothing in this policy limits any consumer rights that cannot be waived under applicable law.
