While these situations are unfortunate, they do happen, and because of this, every product is sent out with insurance.
Please refer to our "Shipping Policies" page for more information on how to resolve these issues.
Please be aware that if you reside in one of the more than 160 countries that participate in the VAT (Value Added Tax) system, VAT (or sometimes referred to as GST, or Goods and Services Tax) will be added by your country's customs agency before your order will be released to the carrier for final shipment.
It is strongly recommended for customers located outside of the U.S. to contact your local customs agency to inquire about the import process, and what taxes your order may be subject to at the time of import.
Please be aware that VAT is not covered in any of the product or shipping charges that are invoiced at the time your order was placed.
That depends on quantities, inventory on hand, etc.
Most products sold through our website are deemed to be "in stock" as long as stock is available through our network of suppliers.
At the time your order is placed, we will place an order with the appropriate supplier, who will ship the product to our shop. This can take anywhere from 2-7 days depending on where that product actually originates from.
Once the product arrives at our shop, the order is processed, which typically takes 1-2 days on average.
Our shop is located in Vancouver, WA, USA, so once the order has been shipped, delivery times will vary depending on your location.
Orders processed for delivery in the U.S. typically take 3-7 business days to arrive.
International deliveries can take an average of 7-21 days.
Delivery details will be provided in your confirmation email.
We use all major carriers, and local courier partners.
You’ll be asked to select a delivery method during checkout.
Products & Services
We offer quantity-based discounting on all of our retail products, but if you are interested in case-based wholesale pricing, please visit our Wholesale/Marketplace website, at:
Yes, absolutely! However, we do have minimum order sizes, depending on the process/machine that will be required to perform the work.
Also, you may be asked to provide an SDS (MSDS) sheet for your product, or even sign a Waiver of Liability/Hold Harmless Agreement before any laser engraving work can be performed on your personal item/product.
If you are able to provide us with a sample, or a piece of scrap of the same type of material used in the item that you want to have engraved, that will go a long way in developing a set of parameters that we can use to engrave, or mark on the actual piece, without running the risk of damaging, or destroying the item.
Without a representative sample piece to run material testing on, we are left to essentially go in blind, without any knowledge of how the material will react to the laser engraving process, and there is a higher risk of the item being severely damaged, or destroyed.
Certain materials generate very poisonous and/or highly corrosive gasses that can cause harm to our employees, or damage/destroy our equipment, so depending on what is being submitted for laser engraving, you may be asked to provide an SDS sheet before we agree to engrave your item.
Orders that have been customized in any way are ineligible for refund.
If your order did not include customization, then it may be eligible for a full refund.
Simply email us directly and we’ll take you through the process.
As long as the cancellation request has been made before we have actually personalized the order, then the order can be cancelled for a full refund.
Products that are deemed to be "Special Order" products have additional terms and exclusions.
Please refer to our "Refund Policy" page for additional details.
Each product has a base charge for the product, whether you want to have the product customized, or not.
If you opt to have the product customized, you will be charged for the overall size of the design, for each surface that is available to be customized.
Basically, we give you full access to the customizable surfaces for each product, without putting up any barriers, or restrictions to customizing each product, the way you see fit!
Through the use of our integrated product customizer, we are able to offer customers the ability to set up their personalization prior to processing through checkout!
Customers have the option to use a large (and growing) library of designs to customize their order, or upload their own image files, without having to worry about setup fees!
There are no restrictions, or limitations with regard to image type, or image format, however, some formats are absolutely easier to use than others.
Image files in a vector format are the simplest format to use for customization.
If you are uploading a graphic file with an .ai file extension, be sure that the file has been saved as a ".pdf compatible image file", or it will not upload.
If a bitmap image is all you have, and graphic development services are not what you are looking for, then high resolution .png bitmap images with a transparent background are simpler than .pngs with a background, or .jpgs.
That is not to say that bitmaps with a background can't be used, there will just be a few additional steps through the customizer to set the graphic up to be compatible in a laser engraving application.
We do retain all production files, so generally speaking, placing a reorder (in most cases) will be as simple as logging into your account, and placing a reorder from your account.
If you want to receive a copy of your proof sheet from your previous order, simply request it via the Order Notes, or email after your order has been placed.
Due to recent website feature integrations, and upgrades, legacy customers who have not set up a customized order through the current product customizer will be required to set up an order through the customizer app.
This will create the necessary line items for customization charges that will be used as the basis for reordering.
No, absolutely not! If you are ordering multiple items, and want a different name, or date on each piece, you can simply customize one item for the entire order to create the base template, and then inform us via the Order Notes, or via email after your purchase (don't forget to include your order number!) with the names/dates (and quantities if applicable).
Unfortunately, white colors and shades do not print in the sublimation dye print process.
This is why the majority (but not all) of the sublimatable products that we sell will have a white coating, which serves as the white background.
The products that do not have a white base color (stainless steel, glassware, burlap, etc), are not able to be printed with white-base color.
Any user-provided artwork files will not be able to be printed with any whites in the final product.
Because of this, the live preview/design proofs that you see and/or save from within the customizer may not be representative of the finished product, depending on which product is customized.
White colors are retained in our off-the-shelf sub dye artwork, so that customers can properly build up designs, using the provided design elements.
We encourage customers ordering sub dye products to reach out with any questions they may have about their artwork, and how it will appear in the finished product.
Payment & Security
Your credit card information is encrypted during transmission using secure socket layer (SSL) technology, which is widely used on the internet for processing payments.
Your credit card information is only used to complete the requested transaction and is not subsequently stored.
We accept PayPal, Cryptocurrencies, and the following credit cards: Visa, Mastercard, Discover, American Express.