Customer Service

When Can I Expect My Glasses?

The lead times listed on each product page are approximate. We do our best to complete your order within 5-10 business days (not including weekends and standard holidays). That is the production time needed for us to hand-craft your custom glass barware...not inclusive of time in transit to ship to your location. When your order ships, you will receive an email with the tracking number. Depending on your location, it can take anywhere from 2-5 days for the product to then arrive at your door.
If you are concerned about our lead times and have a deadline for receiving, consider emailing us or calling to inquire about our current lead times PRIOR to placing your order.
We ship standard orders via UPS Ground, Fedex or USPS, depending on the options selected during checkout. This allows us to provide lower cost for shipping. Visit our "SHIPPING" tab found at the bottom of each page, for more details. Please allow 5-10 business days for production. If you have a deadline you need to make for a special occasion, please select one of our expedited shipping options such as: UPS Second Day Air, UPS 3-Day Select, UPS Next Day Air Saver. NOTE: if you select any of our expedited shipping options, this means we also must push your order to the front of our production line. We will produce your order the NEXT BUSINESS DAY if your order is received before 2:00PM, EST. For example, if you place your order before 2:00 PM EST on a Friday, your product will go to the head of the production schedule on Monday (if it is not a standard holiday.) It will then ship Monday afternoon. If you place your order AFTER 2:00 PM EST on Friday, your order will process and ship Tuesday afternoon. We do not work or fill orders over the weekend. So keep that in mind when you make your shipping selection.</strong>

Once you've placed an order with us, please try to refrain from emailing or calling to ask for a status update on your order prior to the allotted 10 production days. We wish to focus as much of our time in production as possible and therefore answering early status inquiries will slow us down unnecessarily in the studio. If 10 days has passed and you have not received tracking information, please do feel free to contact us for an update. Please note that we do not update the site daily with the production status of each order. When you place your order, you will receive an order confirmation email. Unless we have a question concerning your order, the next contact you will receive from us is with tracking information.

 

Glass is FRAGILE and is Prone to Breakage!

While many of our glasses are listed as "dishwasher safe", to preserve your custom carved glassware as long as possible we recommend hand washing. Be careful not to allow the glasses to hit or clink against one another while soaking in your sink. Glass is a fragile product and should be handled with care. We recommend HAND-WASHING your custom barware to preserve the clarity and integrity of your engraved glass. Detergents used in a dishwasher are typically harsh detergents and will leave residue or surface etching on the glass over time. Glasses can also "clink" together during a dishwashing cycle and if the glasses hit on a part of the glass that is carved, there is greater likelihood of breakage. The way in which each customer handles their glasses is out of our control and we simply can not be expected to replace your glasses once you've begun using them as we can not evaluate how they've been handled after our shippers deliver them. So PLEASE HANDLE WITH CARE.
Our carving process TAKES AWAY glass from the surface in order to leave the awesome 3D effect for which Crystal Imagery is renowned. The carved areas of your glass are THINNER than the rest of the glass and therefore more fragile. We recommend treating your carved glassware with the same respect you'd treat your fine china. When "clinking" your glassware during a toast, do so carefully. When dropping ice into your glass from the ice-maker, if the ice cubes hit the carved areas inside your glass, stress fractures can occur. We recommend placing ice in your glasses carefully by hand in order to avoid stress on the carved areas. With careful handling, your carved glasses can last many years.

 

Coupon Codes

We provide quantity breaks on many of our products which discount the order as you add multiples of the same product to your cart. In addition, we provide several coupon codes meant for a variety of customer accounts and situations. We also provide special codes during Black Friday-Cyber Monday as an extra thank you to our customers. However, we are a small business and can not afford for customers to double up on the coupon codes. We realize there are websites which "fish" for coupon codes and offer them out to people who search for codes when shopping online. We can not keep this from happening, unfortunately. We also can't set our site to prevent customers from attempting to add multiple codes within the checkout system. We therefore need to have an honor system in place for our codes. If a customer doubles up on codes, we will contact the customer to retrieve the discounts given for the lesser codes. Meaning one code will be accepted (the code providing the highest discount) and we will contact the customer to retrieve the other discounted amounts. As a small business, this is necessary as we lose all profits and sometimes more, when multiple codes are used.

Custom Products

The glasses offered in our boutique are not found in your average store and are custom-made and hand-crafted by skilled artisans specifically for you. Therefore our custom glassware is not returnable. Orders for all custom items cannot be canceled once placed. Our personalized, custom made items require payment in full upon order and cannot be returned. If you wish to cancel a custom order, you may attempt to do so within 8 hours of your original order time. We will check the status of production immediately to attempt to stop production of your customized item. If our artisans have already begun production, we will not be able to stop your order. We will notify you immediately of the situation.
Please note that if you are considering purchasing multiples of the same design, we recommend ordering them at the same time. For example, if you order a set of four monogrammed whiskey glasses and fall absolutely in love with them (as we know you will!) and later order a second set of four glasses to match, we can not guarantee that the second set will have the design in the exact same location on the glasses as your first set of glasses. We ensure that all glasses within one order have their design placed at the same height on the set, but when another set is ordered at a later date, we can not guarantee that the design won't be slightly higher or lower on the glasses ordered at a later date. The design's height on the glass could vary within 1/3" from set to set. Our products are hand crafted to order by our artisans and therefore slight variations are considered character rather than defect.

 

Damaged or Defective Items

We select our glassware from a variety of high quality glass manufacturers and we do our best to be sure your glass is free of manufacturing defects before we carve it. There are naturally occurring occlusions, bubbles and mold extraction lines that the manufacturer does not consider defects. In these cases, the manufacturer does not warrant or replace the product.

Please take time to inspect all items carefully- immediately upon receipt- for any damage that may have occurred in transit. Contact us immediately (within 2 business days) of any damage. Please keep all packaging materials in case the shipper needs to inspect the package during their claims process. We reserve the right to require a photograph of broken or damaged items when a claim is filed prior to replacing any damaged or defective items. If for any reason your custom item does not arrive with the specifications that you selected when ordering (for example the artisan misspelled a name), we will replace and ship the replacement item at no additional charge to you. Any claim for damaged or defective items must be made within 2 business days upon delivery. Please open and inspect your order immediately upon receipt. Any claims made after 2 business days will not be accepted, and therefore, are unable to be replaced. If you've purchased the optional ROUTE shipping protection, contact Route immediately, They will either submit a replacement order with us (at no cost to you) or refund your order. We highly recommend using Route, as glass sometimes breaks in transit and this insurance is very helpful during such times.

INTERNATIONAL ORDERS:

NOTE: Crystal Imagery is not responsible for breakage of glassware shipped outside of the USA once it leaves our warehouse. We package extremely well, but international orders pass through many hands and carriers are often not very careful with packages. Please place international orders at your own risk.

Return Policy

We can not accept returns for personalized or custom designed products. This includes anything featuring a name, initials, dates or company logo. (See our policy above for incorrectly engraved or damaged items for replacement or refund.) Non-personalized items can be returned within 3 days of receipt of your goods upon approval by Crystal Imagery. Please contact us at: service@crystalimagery.com with return requests. Items must be returned in original packaging and in new condition to be refunded upon our inspection.

Care for Your Waterford Crystal Gifts

Because fine crystal and glassware require the gentlest of care to maintain their brilliance and integrity for years to come, we strongly recommend the following:

Wash your fine crystal and glassware by hand in moderately hot water with a mild lemon detergent and 1/4 cup ammonia (to prevent spotting). Rinse in clean water and air dry on a rack. Cleaning the crystal in an automatic dishwasher may cause the crystal to lose brilliance; we recommend you avoid this. However, if the fine crystal and glassware must be machine washed, please follow these precautions:
• Do not machine wash your fine crystal.
• Hand wash with care.
Remember that fine crystal and glassware can crack or break when subjected to extremes of hot and cold. Before putting very warm food or liquid into a crystal container, we recommend you preheat the crystal with moderately hot tap water. Do not pour cold beverages into a pitcher or bowl that's just been washed with hot water. Likewise, do not wash a crystal piece that's just come out of the refrigerator; allow it to warm to room temperature first.
Clean vases and decanters by filling them half-full with moderately hot water, a small amount of mild detergent, two tablespoons of white vinegar or ammonia and a cup of uncooked rice. Swirl the rice around for a few minutes to remove residue. Rinse well with moderately hot water and air dry, upside down, on a rack.
Remove more stubborn stains by filling the container with warm water and dropping in a denture-cleaning tablet; let it sit until the stain disappears.
Do not clean your fine crystal and glassware with scouring pads or abrasive cleaners.
Always store your stemware upright to help prevent chipping.

 

Payment Options

We accept credit card payments from Visa, MasterCard, American Express, and Paypal.

Sales Tax

Crystal Imagery is required to collect 6% sales tax to orders shipped within the state of Pennsylvania.

 

Additional Information

At Crystal Imagery, we strive to provide the most accurate product and pricing information to our customers at all times. However, on rare occasions, errors do occur when we are listing items in our store, in which case we reserve the right to correct any errors or inaccuracies on the site and cancel any affected orders. If a credit card charge had been processed, a refund would be issued immediately back to your credit card. Thank you for your understanding.

Privacy

Crystal Imagery is family owned, and we will never sell or share any of our customers' personal information.

Some FREQUENTLY ASKED QUESTIONS:

Q- I wish to send some glasses directly to someone as a gift. Will there be any packing slips or receipts inside the box?

A- No. We do not insert a packing slip or receipt or anything that indicates the value of the products inside the boxes. If you want a gift note inserted in the box, please indicate your message in the comments box during checkout. We will insert a notecard for you, free of charge.


Q- Can I still get the 2 for $40 or 4 for $60 pricing if I want a set of glasses with different monograms?

A- Yes, you can. As long as you are ordering four of the same design on the same product. (For example you want four wine glasses with the M30 design, but want to get different initials on each glass.) Populate the "initial" box with the first glass's letter and hit "add to cart". The cart will list the first glass at the full price. Go back and enter the second glass's initial into the "initial" box and hit "add to cart". You will notice the price will reduce as you add each glass. Continue for as many glasses you want. Once you get to four or more, your price will be $13/glass.


Q- What makes your product different than other engravers' glass we see in malls and trophy stores?

A- Crystal Imagery sandcarves all our glass. The other guys only engrave. So technically speaking, even though we might say engraved on our site, we are actually carving away at the glass, not scratching the surface. We carve away a background panel, leaving the actual lettering and design as untouched glass so that your lettering actually stands out from the glass background in a stunning 3D manner. Engravers will scratch away the lettering alone. The engravers can't reproduce the stunning effects we get with sandcarving.

If you are considering a large order, feel free to email us to discuss quantity price breaks.

Still have a question? Contact our customer service team.

 

LOGO or ARTWORK FILES QUESTIONS:

For questions pertaining to LOGOs on glass and specific questions about types of files you should submit for your custom glass, email our Graphics Design Department: julie@crystalimagery.com

 

GENERAL PRODUCT or LEAD TIME QUESTIONS:

email: service@crystalimagery.com

 

INQUIRIES ABOUT a WHOLESALE ACCOUNT:

email: wholesale@crystalimagery.com

phone: 1-888-440-6073