Support

Phone Number: +1 (360) 952-8196 

Customer Service Email: sales@craftworksnw.com

Frequently Asked Questions

Applications to our Wholesale program can be submitted by anyone, however, only licensed businesses/non-profit orgranizations are accepted into the program.

Our Wholesale program is a Business to Business (B2B) program for established businesses, and organizations who rely on sales of personalized, or promotional products as a part of their revenue generation.

Examples of organizations that are eligible to sign up for our Wholesale program are: Schools, booster clubs, PTO's, sports teams, churches, social media influencers, political campaigns, etc.

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 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. 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.

Due to interoperability conflicts between apps, we are tentatively offering automated reorder services. If you have never placed an order through the customizer app, you will need to place an order through the app initially, before reorders can be placed.

Unfortunately, white colors do not print in the sublimation 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 design proofs that you save from within the customizer may not match up to 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

Absolutely not! Simply check out our large (and growing) library of ready-to-use graphics!

You absolutely have the option to source and upload your own artwork design files, but it is by no means a requirement

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.

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.

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.

Yes, absolutely! Please check with your local customs requirements, as Value Added Tax (VAT) may be imposed by your local jurisdiction upon import.

Our primary shipper is UPS, but we do also ship using a variety of other couriers (USPS, FedEx, DHL, etc). We will select the best carrier for specific countries to make sure your package arrives in time.

Turnaround times may vary depending on product availability through our supplier network. Typical turnaround once we receive the product to fulfill your order is 1-4 business days.

Yes, we will typically condense an order in as few boxes as possible, but larger orders may be sent in multiple packages.

Once an order has been engraved/printed/cut etc, the order is no longer eligible or cancellation, or return.

We can only accept returns on product that has not been personalized in any way.

All packages that leave our shop are insured. Some delivery services come with insurance, and some packages will be insured by a 3rd party. For more information about what to do to in the event that your package never arrives (after receiving the shipping notifications), or you receive broken/damaged merchandise, please review the information on our "Shipping Policies" page.

Shipping

Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout. We run discounts and promotions all year, so stay tuned for exclusive deals.

It depends on where you are. Orders processed here will take 5-7 business days to arrive. Overseas deliveries can take anywhere from 7-16 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.

Product

We always aim for make sure our customers love our products, but if you do need to return an order, we’re happy to help. Just email us directly and we’ll take you through the process.

It depends on the creator and the product. All options are outlined on the product page, so look out for customization options there.

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