What are my shipping options?
When you check out, you'll have a number of shipping options that meet your budget and time frame. We also display the guaranteed delivery dates for each shipping option, so you can know for sure that your order will arrive when you need it, and that you're selecting the best shipping option for your wallet.
How will my order be shipped?
We ship the majority of our orders with UPS, but we cannot guarantee a specific carrier - but we do guarantee we'll ship it to arrive by the time we say it will. We ship from our headquarters and manufacturing facility in Tampa, Florida.
How long does it take for my order to ship?
Once you place your order, you will immediately see it on our Track Your Order page as Processing. We then prioritize orders based on guaranteed delivery date so your crystal arrives on or before the date we promised. For orders with shipping addresses closer to our location in Florida, this may mean a longer handling time than orders distant from us, all so we can meet your guaranteed delivery date. Not to worry, your crystal will arrive when we say it will!
You say you guarantee your delivery. What's that mean?
Our checkout process lists a delivery date based upon our own image conversion, processing, and engraving time, as well as the time our delivery carriers quote us to get your crystal to your destination. Sometimes, whether it's because of something under our control or not (such as weather-related issues), your order may not arrive in time. We promise to make it right in the event that that occurs. Simply contact us and let us know your order was late, and we'll make it right.
We guarantee the shipping dates of all of our orders when we have all of the information available to us at the time of purchase. In other words, if we have to reach out to you to complete a purchase (such as if you select "Choose Later" when ordering a custom crystal, or if we have to contact you regarding a photo issue), we can no longer guarantee the delivery date that was shown at the time of purchase. We'll always give you an opportunity to cancel your order if we have to reach out to you to clarify the order or gather additional information, if the projected delivery date no longer works for you.
My order didn't arrive in time, and now I'm in trouble. What next?
If your order is shipped and not delivered when you expected it, we will discuss options with you to make it work. Simply contact us and we'll make it right. If we have to write a handwritten apology note for who you were going to give your gift to, we can discuss that, too.
My tracking link says "Shipment Ready for Fedex." You guys didn't ship on time!
That's not a question, but fair enough point. We have a daily pickup from UPS, and do not print labels until we ship your package. If Fedex is claiming they have not received their package and the label was printed a previous day, it is likely that our local UPS distribution center did not scan your package. It may be late, it may not. Trust us, we're frustrated with the carriers too!
I entered the wrong delivery address! How do I change it?
We understand that mistakes happen. If your order hasn't shipped yet (typically, if you noticed on the same business day you placed your order), we can change it free of charge. However, once your order has been shipped from our facility, we can no longer change the address at no charge, as our carriers (typically UPS) charge us a hefty fee to update the delivery address. There are then two options: You can purchase the Delivery Address Update option where we will perform a delivery intercept with the carrier and reroute your shipment. Or, if your order shipped with UPS (the majority if them will), you can manage your delivery and update the address, typically free of charge, from UPS My Choice, a free portal from UPS to manage all your deliveries, not just ours. Trust us, we hate charging for this - but have no other choice if it's not caught early enough! Contact Us if you have any questions on this.
My crystal was delivered but I never received it! Can I get a refund?
If your delivery link indicates that your crystal was delivered but you did not receive it, we will file a claim with our carrier on your behalf. We will also work with you to get a replacement crystal shipped to you ASAP. However, we are not able to issue refunds for crystals that are lost in transit.