Frequently Asked Questions

There are the most frequently asked questions you may be interested in:

Where do you ship the crystal photo from?
We are in China, all crystal photos are shipped from China.

What are your shipping options? How long will I get it?
We ship all crystals by standard shipping for free. The package will be dispatched within 3-5 working days of payment verification. Buyers in United States, United Kingdom, Canada, and Australia will receive the parcel within 7-12 working days of the package shipping. Buyers in other countries will receive the parcel within 10-25 working days of the package shipping.

What should I do if the package is lost or damaged during shipping?
We are responsible for all shipping problems. If the package is lost or damaged during shipping, send us an email to cs@3d-crystal-photo.com, we will ship you a new package or refund your money. We promise you that you won’t lose your money.

Can I cancel my order if you change my mind?
Sometimes, you don’t want the crystal anymore after making the payment, so please let us know ASAP after you make this decision. We will then check your order status.
If our engineer has not begun to design your 3D photo, we will fully refund your money. If your photo design is already finished, a 20% design fee won’t be refunded. If your crystal has been shipped, we cannot cancel the order. 
After the cancellation is accepted, the refund will be made in 1-3 working days.

How do I return my crystal?
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Extended holiday return policy: If your payment is made from Oct 1st to Nov 30th, you can return your item before Dec 31st. 
To start a return, you can contact us at cs@3d-crystal-photo.com, we will reply to you in 24 hours (not include weekends and public holidays). After your return is accepted, we’ll send you a return shipping label in 3 working days (we are responsible for the return shipping cost).

How long will I receive my refund?
Once your return has been received and examined, you’ll receive an email notification. Within 3 working days, your refund will be issued via your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Can you engrave adult content?
Sure, we can engrave adult or sensitive content, as long as it’s legal. And your photos are safe with us. We never use them for any purpose other than creating your crystal.

What kind of images can I upload?
You can upload any high-quality image with a resolution of at least 1600*1200 (usually photos taken by mobile phones and digital cameras are much larger than the recommended resolution) that you’d like to have engraved in your crystal. A favorite family photo, a picture of you or your friends. Everyone has unique and special memories, and we can engrave anything in a custom crystal keepsake that you can treasure forever.

Can you engrave other 3D models in crystal?
Yes, we can engrave anything (buildings, mechanical structure, etc) which are built by 3DMAX, or it can be converted to files of 3DMAX. For example, you are interested in 3D print technology, and you make a 3D print model, send us your 3D model files and we can engrave it inside the crystal. 

What are you looking for?

Your cart