Frequently Asked Questions

Most Frequently Asked Questions

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

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

What are your shipping options?
The shipping options that will be available for you to choose from during checkout are:
Standard Free Shipping (3-5 days processing, 10-15 business days shipping)

What should I do if the package is lost or damaged during shipping?
We are responsible for all shipping problems. If they package is lost or damaged during shipping, send us email to, we will ship you new package or refund your money. We promise you that you won’t lose your money.

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 memories that are special, 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. 

How long will it take to process my order?
Your order should be processed and delivered within 12-20 business days with standard shipping.
If you’re ordering a crystal for an important occasion, we recommend leaving yourself a little extra time, just in case.

About Crystals

What are your crystals made of?
All of our custom crystal products are made of K9 Crystal. We chose this material because it’s optically clear and free from impurities, which makes it perfect for showcasing 3D engraved images. It’s also highly durable; even after a lifetime of use, these crystals never lose their characteristic shine.

Are your crystals easy to break?
All of our engraved products are made from high-quality crystal, which is pretty fragile. However, as long as you handle your crystal with care and display it somewhere safe, it should last for over a lifetime!

Will the image inside my crystal wear out or get discolored over time?
Nope, never! As long as your crystal remains intact, the image inside will be safe from any kind of fading, deterioration, or discoloration.

How do I clean my crystal?
Step 1: Use glass cleaner to remove dust and restore your crystal’s shine.
Step 2: Dry it with a dust-free microfiber cloth, glass cleaning cloth, or other soft cloth. Don’t use paper towels or any other rough materials, as these might scratch the surface.
Step 3: Sit back and bask in the brilliance of your sparkling crystal.

Where should I display my crystal?
Your crystal is a work of art, so you’ll want to display it somewhere you can show it off! Place it against a dark background to make your unique engraving stand out, and make sure to choose a location in your home where it’s not likely to fall or get knocked over.

Do I need to purchase a light base for my crystal?
Our custom crystals are designed to stand on their own, but adding a lighted base can help to highlight the unique details of your custom engraving.
Depending on where you plan to display your crystal, proper illumination could make a big difference. You can take a look at our LED Light Bases here.


What’s the difference between 2D and 3D?
A 2D laser engraving is a detailed replica of your photo that will appear as a flat image within your crystal. A 3D laser engraving, on the other hand, will recreate your photo with real depth. When viewed from the front, it will look almost like a statue suspended inside your crystal.
Turn it around, and you’ll have an image that appears to be directly facing you no matter the angle you examine it from, effectively “following” you with its gaze.
Currently, we offer the 3D engraving option for all our crystal showpieces at no extra cost.

How do you put a 3D image inside a crystal?
All of our custom crystals are engraved using state-of-the-art laser technology that allows us to create tiny etchings at specific points beneath the surface of the crystal. These points are plotted at various depths to create a 3D image. You can learn more about our 3D crystal engraving process here.

How many people can fit on a crystal?
To make sure we can create the best possible 3D image inside your custom crystal, we’ve come up with a solid rubric for the maximum number of faces or figures we can engrave inside each of our crystal shapes and sizes.
1-2 figures: Small Rectangle, Small Square, Small Heart, Small Diamond, Small Iceberg
Up to 3 figures: Medium Rectangle, Medium Square, Medium Heart, Medium Diamond, Medium Iceberg
Up to 4 figures: Large Square, Large Heart
Up to 5 figures: Large Rectangle, Large Diamond, Large Iceberg, X-Large Heart, XX-Large Square
Up to 6 figures: XX-Large Rectangle
Up to 8 figures: XXX-Large Rectangle
Up to 9 figures: Max Rectangle
Up to 15 figures: Titan Rectangle
When you select a crystal product, you’ll be able to view a handy chart with the recommended number of figures for each size of that item.
If you’re uploading a picture with more than one person or pet, be sure to let us know how many of the figures you want to have included in your crystal. You can do this by writing a special request in your Order Notes after entering your billing address during checkout. If you don’t plan to include everyone in the photo, please specify which figures you’d like to have engraved.

Will the background of my photo be included in my engraving?
Typically, our designers remove the background of your image before engraving it; that way, the subject of your photo is the focal point of your crystal. If you want to keep your background, you can specify this in the Order Notes during checkout. You should also alert us if there are any secondary objects in your photo that you would like to have included in your engraving; for example, if the subject is standing next to or holding something of significance that might otherwise be cropped out.

Can I get a color image inside my crystal?
No, laser engraving isn’t the same as laser printing. Our custom crystal images are created by making tiny laser etchings on specifically plotted points beneath the surface of the crystal. Because of that, we’re not able to deposit color. We still think the final product looks pretty cool.


How do I choose the best photo for my 3D engraving?
Selecting a photo is the most important part of your customization process. After all, your 3D image will be the focal point of your crystal! Our designers ensure that each photo looks its best before engraving, but certain types of photos can produce especially breathtaking 3D images.
Here are a few tips to help you choose the best picture for your 3D engraving.
Portraits and half-body shots tend to yield the most impressive results. To get the neat “following” effect on the backside of your crystal, you should pick a photo with a clear view of the subjects. All faces should be looking into the camera.
Choose a photo that was taken in good lighting. Shadows can sometimes become empty space in a 3D engraving.
Try to avoid photos taken from a bird’s eye view or other unusual angles. These images can sometimes look strange as 3D engravings.
If you upload an image that doesn’t meet our minimum requirements. We will contact you to figure the problem out by email.

What kind of changes will you make to my image in your editing process?
When we receive your photo, the first thing we’ll do is remove the background, including secondary objects. You can let us know in your Order Notes if you want to keep your background or any other objects in your photo.
Next, our designers will use super high-tech editing software to optimize the remaining image for the 3D laser engraving process. Depending on your photo and the crystal shape you choose, we may need to slightly alter the size or position of your image to make it a better fit. We may also have to zoom in or out a little, which may result in some outlying details being cropped. If a small detail is missing from the original photo, such as a subject’s fingertip or the top of their hair, our designers may add it in the final engraving.
We make these changes to ensure that the 3D image inside your custom crystal looks as stunning as possible. We may contact you to suggest a different crystal shape if our designers feel it would better accommodate your image.
If there’s anything about your photo you don’t want our designers to enhance, let us know in the order notes; we’ll do our best to accommodate your request. Be aware, though, that opting out of certain edits may negatively affect the overall appearance of your final product.

What is the “floating head” effect, and how can I avoid it?
Ah, yes, the dreaded “floating head” effect. This occurs when someone’s neck is obscured in your photo, either by a shadow or the camera angle. We can’t recreate something that’s not visible, so there may be an empty space in the resulting 3D engraving where the neck would normally be. This can make it look like the subject’s head is floating above the rest of their body.
Most of the time, this empty space is only visible from a few specific angles, so it’s nothing to worry about. However, you should always double-check the photos you plan to upload for any areas where the lighting or camera angle might obscure an essential detail of the subject’s face or body. If you’re concerned about your photo, feel free to send it to us at or through Live Chat by clicking the Support button in the lower right corner of your screen.

How do I send you my photo?
It’s easy! When you select a crystal in our shop, you’ll be able to upload a photo from your computer or mobile device.

What kind of file format can I upload?
We accept the following file formats: JPG, JPEG, GIF, TIFF, BMP, and PNG.If your image isn’t in any of these formats, or if you’re having trouble uploading your photo, please email us at

Why isn’t my image upload working?
There could be a few different issues at work here. First, double-check that your file is in a format we accept, namely: JPG, JPEG, GIF, TIFF, BMP, or PNG. You can also try using a different browser. If you’re using a mobile device, try switching to a computer or laptop. 

Can I use a black and white photo?
Yes, you can upload a black and white photo to be engraved on your crystal. As with any other photo, please make sure that the image is of high quality. Any blurry areas or indistinct figures will affect the quality of the engraving.


How do I make a special request?
It’s super simple! Once you’ve reviewed your order in your cart, select Proceed to Checkout. You’ll have the option to write any special requests or instructions under Order Notes after you enter your billing address.
Please be aware that we’re not able to approve every special request. You can always double-check with us before placing your order to find out if your request is feasible. Send us an email at

Can I have a message engraved on my crystal?
Of course! You can add custom text to any size of our 3D Crystal Rectangle, Square, Heart, or Diamond.
Once you’ve selected your crystal shape and uploaded your photo, it’s easy to personalize it with a special message. Just type it into the text box labeled Custom Engraving. Your message should be 50 characters or less, including spaces.
When you view the product in your cart, you’ll be able to review your message in your order summary. You should always make sure your text is correct before completing your purchase.

Is there a character limit?
Our custom engravings have a limit of 50 characters, including spaces. This ensures that we have enough room to create your 3D image.

Do you have different font options for personalized messages?
We have two unique font options for you to choose from during the customization process. Simply type your message into the text box and select your font from the corresponding menu.

What language should I choose for my text engraving?
We’re only able to engrave messages in English.

I am shipping a crystal gift to someone else. Can you include a note in the order?
Yes, we offer a free gift card in the package, and you can leave any message you want to leave on it. There is a limit of 1000 characters including space on it. we will print your message on paper inside the greeting card.


How do I place an order online?
Ordering a custom crystal online at is easy! You’ll start by selecting a crystal product from our shop. Next, you’ll upload your photo, you can customize your crystal by choosing your size, adding personalized text, and selecting a light base option, and customize your greeting card. When you’re finished, select Add to Cart.
You’ll be able to review your order summary in your cart. Make sure to verify that everything is correct, then select your shipping method. If you have a discount code, you’ll have the opportunity to apply it at this stage. Select Proceed to Checkout to enter your address and payment information and complete your purchase.
You can view a simple step-by-step tutorial here.

Can I place an order on or
Yes! You can place an order on our Amazon store or eBay store. On the product page, you can see a link to our Amazon store and eBay store, click the link to the same product page on or

How do I create an account?
It’s easy! Just go to our Log In page, and create a username and password under “Register.” Be sure to choose a secure password that you don’t use for other websites.
You’ll also have the option to create an account during the checkout process when you place an order.

Do I have to create an account to place an order?
Of course not! We offer you the option to create an account so we can improve your online experience, but our website lets you customize your crystal and place your order with no strings attached.
After checkout, we’ll ask you if you’d like to create an account with us, and whatever you decide is just fine. You can also change your mind at any time by going to the Log In page.

How do I know if you received my order?
You’ll receive an automatic confirmation email after you place your order. However, if you don't receive the confirmation email, please contact us by emailing us at

What payment methods do you offer?
For online orders, we accept payment via PayPal only.

Can I place a bulk order and receive a bulk discount?
We approve bulk orders and discounts on a case-by-case basis. If you are interested in placing a bulk order and reviewing our discount options, please contact us directly by emailing us at


Will my crystal be safe during shipping?
Absolutely!  we make sure each crystal that departs from any of our locations is well-protected against the perils of travel.
We package our crystals in sturdy gift boxes then wrap them in plenty of bubble wrap to absorb any bumps or jostling.
However, despite all precautions, accidents do sometimes happen. If your crystal is damaged in any way when it arrives, please contact us immediately, we will resend you a new package or refund your money.

Which country do you ship to?
We ship crystal photos to United States, Canada, United Kingdom, Australia, France, and German. 

Can you ship to a P.O. Box? or an APO or FPO address?
Absolutely, as long as it’s within the U.S. These deliveries will be handled by your local post office. 

Can you ship to PR/SP/VI/GU?
No, we don't ship crystal photos to the US-protected area. 

Where is my crystal right now?
Once your order is on its way, you’ll receive a confirmation email with a tracking number. You can use this number to track the status of your package here, or you can input your email address and order number.

My order should have arrived by now, but I haven’t received it!
Don’t panic! The first thing you should do is double-check the current delivery status of your order. You can enter your tracking number right here to find out if your package is still in transit. Or you can also contact us at

I ordered my crystal to the wrong shipping address! Can you change it?
If the package is not shipped, we can change the shipping address as you asked, contact us at Once your package is shipped, we won’t be able to make any further changes.


How do I return my crystal?
We’re sorry to hear that you want to return your crystal, but no worry. Here’s what you need to know:
We only accept returns within 14 days of delivery. Before returning your item, you’ll need to email us at stating the reason for your return. We’ll also need to see photos of the items in question. We only accept returns that are in the same condition they were received.
We are not able to refund the 20% design fee built into the cost of your crystal. Once your return has been received and examined, you’ll receive an email notification. Your refund will be issued via your original payment method within a few days.

My refund was approved, but I didn’t receive it!
Don’t freak out! It may take a few days for your refund to be processed. if you paid from your PayPal balance, the refund should be in your PayPal account in 1 working days after refund was made. if you paid for this item from your credit/debit card or bank account, the refund should be back to your in several working days, it depends on your bank. 

What is a design fee and why is it non-refundable in some cases?
Creating a personalized photo crystal is a detailed process. A big part of that process involves optimizing your photo so we can convert it into a 3D image that looks amazing inside your custom crystal.
This task is undertaken by our skilled designers, who work very hard to ensure that your final product is absolutely breathtaking. 20% of the price of your crystal is a built-in design fee that covers part of the cost of this creative labor.
If you decide to return or cancel your order after it has already been created, the design fee will be subtracted from your refund.

Can I exchange my crystal if I don’t like it?
We’re pretty sure you’re going to love your custom crystal. However, on the off chance that something goes wrong with your order, we’re prepared to make it up to you.
If you think there might be something wrong with your crystal, email a photo of it against a dark background to, we'll get back to you ASAP.

I dropped my crystal! Now what?
Hey, accidents happen. If your crystal meets a grisly end within 14 days of its arrival, send us a photo of the broken item at, and we’ll see what we can do. 

My item arrived damaged!
We do our best to ensure the safe delivery of your crystal, but accidents sometimes happen despite the most careful precautions. That’s why it’s really important to open your package right when you receive it. The sooner you see what’s inside, the sooner you can let us know if anything is wrong.
If you open your package and find that your crystal has been damaged, don’t throw away the original packaging. This includes the shipping container, bubble wrap, and gift box.
We’re going to need to see a picture of your damaged item as well as pictures of the box and wrapping materials it arrived in. Please send your photos to within 48 hours of receiving your item, and we'll get back to you ASAP.


Why buy Light Base?
Our stationary and rotating bases are designed to highlight the unique details of your engraving with brilliant LEDs and a variety of dynamic display modes. These elegant companion pieces are the perfect way to show off your personalized photo crystal!
We make it easy for you to choose the best LED Light Base for your item. When you select your crystal shape and size, our website will automatically suggest the correct models for your order.

How do I add a Light Base to my order?
Ordering an LED Light Base to complement your crystal gift couldn’t be easier. When customizing your crystal on our website, you’ll find a selection of add-on options where you’ll be able to choose a light base from the models recommended for your shape and size. Once you’ve selected a light base, click Add to Cart. This automatically adds both items to your cart.

Can I order an LED Light Base without purchasing a 3D Photo Crystal?
Absolutely! If you already own a 3D Photo Crystal, or if you’re shopping for someone else who does, you can easily order an LED Light Base on its own by visiting our shop.
Make sure to verify the best size and model of light base for your crystal. You can do this by visiting the product page for your shape and highlighting the size you originally ordered. Our website will suggest the best light base options for your item. 

How much does it cost to add an LED Light Base to my order?
Pricing for our light bases will vary depending on the size and model you choose. You can view our current prices here. 

What styles of LED Light Base can I choose from?
We carry three different styles of light base for you to choose from: Rectangle Light Bases, Round Light Bases, and Rotating Light Bases. Our rectangle light bases and round light base are stationary, while our rotating bases slowly spin to show off your crystal from every angle.
All light bases can be powered with batteries or with the adapter that comes with your order. Batteries not included in the light base, they must be purchased separately.

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