$30 OFF + A FREE Gift Box

FAQ


Our Service:

How do you engrave images on crystal?

The engraving process uses a laser to etch images on your crystal. With our Ultra Edge engraving process, our images shine brighter and more vibrant than any other crystal company. When the laser is focused on to the glass, the focal point of energy is so high that the structure is changed at a small point. The laser beam is controlled by a computer, creating an image made of a thousand small points. This laser process is known as Vitrography.

 

What crystal shapes and sizes do you offer?

At Infinitive Crystal, we offer crystal keychains, ornaments, necklaces and we have also released our first 3D Crystal which is the 3D Crystal Rectangle. We will be releasing new 3D Crystals in near future!

As for the sizes, we only have 1 size of each Crystal, we are working on expanding our sizes to meet the needs of your photos.

 

Can you engrave Explicit Content?

Here at Infinitive Crystal we like to provide our employees a comfortable and safe environment to work in. For this reason, we ask that any Rated-R or Explicit content be submitted via email to

info@infinitivecrystal.com

and to title the email in the subject line **Explicit**. We understand the extra effort that this may cause, but we value our employees’ morals and would not want to discourage anyone from giving their 100%. We appreciate your understanding, cooperation, and patience. Please keep in mind that our team can cancel the order if these instructions are not met, solely for the fact that we want to keep the work environment safe and comfortable.

 

What types of image file formats do you accept?

Our system can process almost any image file format. The most common file formats include JPG, JPEG, and PNG. Images should also be between 150kb - 5MB, to acquire the best quality image for the best result crystal. If your file format is not listed here, contact us at info@infinitivecrystal.com and we will let you know if your image format is compatible.

 

How do I upload my photo?

While customizing your crystal on the product page, click on the 'Choose Image' button. A window will open, allowing you to browse through images stored on your device. (It is the same process as uploading a picture to your email) This section will also allow you to crop your image.

We recommend uploading files between 100kb and 5MB for the best picture quality. Our website has a size limit of 5MB so if you would like to upload a photo larger than 5MB, please send it as an email attachment to info@infinitivecrystal.com

In regards to your crop, try and avoid having sharp crops on your images. For example a “selfie” with half a face cut off. Being that if this kind of image is provided, that is how we will engrave the image. Our designers do not recreate images. We simply edit the colors accordingly to be able to be etched on the crystals.

 

What if I'm having difficulties uploading my photo to your website?

If you're having difficulty uploading the image, then the image you are uploading may be too big or too small for our website to capture. We suggest that you place the order without adding the image. When you add your crystal to the cart, with no image, you will be prompted on how to send us the image. You can send an email with your photo as an attachment to info@infinitivecyrstal.com. Do not forget to attach your order number, so that we can correlate the image with the order.

 

Will the background of my photo show up on the crystal?

The background will be removed. If you would like to keep the background, you can first place your order them email us at info@infinitive crystal.com with your order number. 

 

Are there any photo quality restrictions?

Although we accept most photos, the higher quality the better. It is best to avoid blurry or dark photos. In the rare circumstance we cannot use your photo for engraving, we will contact you for a different photo and the reasoning for the denial of the photo. If you are unsure if your image can be used, please email us your image at info@infinitivecrystal.com and we'll advise you on the use of the image. Images should also be between 150kb - 5MB in size.

Can I see a proof before ordering?

For sure! If you'd like to see a preview of what your image will look like inside of the keychain, then head over to our Facebook Messenger Bot and click "Get Started" on the chat.

 

Ordering:

How long does it take to process my order?

The order process, which is the number of days we need to produce your crystal, takes between 1-3 business days. (3-5 business days** - **Note: During the busy holiday season, the processing time is subject to change.)

 

What if I have a special request with my order?

If you have a special request with your order then first place the order, then email us your special request to info@infinitivecrystal.com and our designer will confirm your request with you when they're done. And make any modifications until you're satisfied!

 

Can I change my order?

You can change your order as long as it has not been processed. Processed orders have already been sent to our designers and made so they cannot be changed.

If you decide to change your order, contact Customer Service immediately at  info@infinitivecrystal.com and one of our Customer Service reps will let you know the status of your order and if you can change it.

 

Can I cancel my order?

Since the crystals are personalized, we can only cancel an order before it is processed. If you would like to cancel your order, please contact us via email as early as possible and we will let you know if the order can be cancelled. info@infinitivecrystal.com

 

Do you offer rush service?

Not as of right now. If you'd like to know if your order can deliver on time by a specific date, visit our Shipping & Delivery page for more information on Shipping Times.

 

I placed an order, should I receive a confirmation email?

Once we receive your order, we will send you an order confirmation via email. If you do not receive an order confirmation, please contact us at info@infinitivecrystal.com

You will also receive a shipping confirmation on the day your order is shipped. Our shipping confirmation includes your tracking number with clickable button for easy tracking.

If you would like to receive an email for every step of your order, you can sign up for updates on the tracking page.

If you did not receive an email confirmation, please email us at info@infinitivecrystal.com so that our team can assist you in confirming the order. There may have been a connection issue, or the email may have gone to your spam folder.

 

Why didn't I receive an order confirmation?

If your order was successfully placed on our website, you should receive an order confirmation via email.

If you didn't receive the email, check your spam and junk folders to make sure the email didn't get stuck. Also, be sure to add us to your contacts to make sure your email provider doesn’t think we are strangers. If you still can't find the confirmation, there may be an error in your email address. You can email us at info@infinitivecrystal.com and we'll take care of you within 24 hours!

 

Why is my discount code not working?

You have most likely typed it incorrectly or the code has expired. If you are still having trouble with this please contact us at info@infinitivecrystal.com with your full name, coupon code, description of the coupon and what are you trying to purchase that is in your shopping cart, so we can narrow down the problem.

 

Where is my order?

You can always track your order on our tracking page. You will need to enter in your order number and the email you entered in at checkout. Refer to your confirmation email for your order number. If you cannot find you confirmation email it may be in your spam or promotions folder. If you still cannot find it, then contact us at info@infinitivecrystal.com.

 

Shipping:

Note: Due to COVID-19, shipping times will be delayed by 3-5 days on average (in some rare cases more) due to Transportation issues within U.S and Europe. 

When will my order be processed?

All orders are handled and shipped out from our warehouse in China. Please allow extra time for your order to be processed during holidays and sale seasons. 

We process orders between Monday and Friday. Orders will be processed within 2 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends. 

 

How long will it take to receive my order?

The shipping time is 7-21 days depending on your country. The majority of orders are shipped to Europe within 9-10 days. For the Personalized Keychain, it will take another 2-4 days to produce the Keychain through the HD Edge™ engraving process.

 

Will I be charged with customs and taxes?

The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order.

Import taxes, duties and related customs fees may be charged once your order arrives at its final destination, and are determined by your local customs office.

Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office. 

 

Can I change the Image once the Order has been shipped?

Once your crystal has been made and shipped we cannot change your image. You would need to inform us of changing your Image within 24 hours of placing the order.

 

Can I pick up my order?

Unfortunately we do not offer a pick up service.

 

Can I change my shipping address?

If your order has not shipped, we are able to change your shipping address in our system. If it has shipped, it is not guaranteed we can change the address. We will contact our carrier for the status of your shipment and to see if an address change is possible. If yes, a change fee may be applied by our carrier and the delivery time may be delayed.

 

Do you ship internationally?

Yes, we do. Here are the countries we can ship to:

United States, United Kingdom, France, Germany, Italy, Spain, Netherlands, Belgium, Luxembourg, Ireland, Bulgaria, Croatia, Czech Republic, Estonia, Finland, Hungary, Latvia, Lithuania, Malta, Poland, Portugal, Romania, Slovakia, Slovenia, Sweden, Austria, Denmark, Australia, Canada.

 

Are there any restrictions with international shipping?

Yes, we're not responsible for custom fees, duties, or taxes.

 

Payments:

What are my payment options?

We accept all major credit cards including American Express, Discover, Mastercard, and Visa. We also accept PayPal.

Why was my credit card declined?

There are several reasons why you may get an error message while trying to process your order. Double check that your phone number, zip code, and CVV number from your credit card are all correct. If all information is correct, try calling your credit company. Some companies ask you to verify large purchases, or purchases from another state, before placing an order. 

 

Returns:

What is your return policy?

At Infinitive Crystal, we are confident that our products will exceed your expectations. In the event you want to return or replace your order, we do offer a 30 day return period for all online purchases. Returned items must be in their original condition and packaging. If your order arrives damaged, defective, or if you ever accidentally damage it, then you're backed by our Infinite Guarantee. Please contact us immediately with a proof of the damage at info@infinitivecrystal.com and we'll take care of you within 24 hours!

The product must be returned to us within 30 days of invoice.

Please provide a brief written statement mentioning the reason for the return and your account details.

The product must be in its original condition and box.

 

Site Security:

Do you store my credit card information?

No, we never store your credit card information. Your credit card number is only captured during the checkout process while our system 'talks' to our payment processing gateway. Once the order is placed, we no longer have access to your credit card information.

 

Is it safe to purchase online from your site?

The transfer of sensitive information on Infinitive Crystal is always protected against theft or misuse. 

 

Is my personal information safe?

The security of your personal information is very important to us. We will never sell or rent your personal information to any third parties under any circumstances. We value your trust and will work hard to protect the security and privacy of any personal information provided to us.

Other:

What are your business hours?

For your contact needs, you can contact us any day of the week and we'll take care of you within 24 hours.

For your shopping needs, we are open online 24/7.

 

What if I don't see the answer to my question in your FAQs?

If you can't find your answer, we encourage you use one of the methods below to contact us.

'Contact Us' Page: A quick and easy form to voice your questions and concerns.

Email: info@infinitivecrystal.com 


x