$30 OFF + A FREE Gift Box

FAQ


Our Service:

Do I have to create an account when I order?

No! We know you value your time and don't want or need another password to remember. You can purchase anything on our site as a guest.

How do I view my cart?

From any page, simply click the Cart icon in the top right of your page to be brought to your shopping cart! You can probably guess that it's the icon that looks like an actual shopping cart from your neighborhood grocery store.

Do I have to pay sales tax?

The prices displayed on our site are tax-free in your local currency, 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. 

How do I track my order?

You track your order on our tracking page. You will need to enter your order number (which you should have received from your order confirmation email and the Thank You Page) and your Email/Phone Number. 

Didn't receive an order confirmation email? Make sure to check your spam, promotions and junk folder. If it's still not there then contact us and we'll have a look at it.

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 is an engraved crystal?

Our crystals are made of clear K9 crystal glass with your photo laser etched into it via subsurface laser engraving. Which pretty much creates tiny dots inside the crystal glass without damaging the actual surface.

 

Can you engrave images in color or just do black and white?

Unfortunately, because of the way the Engraving Process works, we aren't able to create engravings in color. With our engraving process, we don't actually print anything or use any ink on your crystal. We create "microfractures" in the crystal with a laser beam that allows us to create images in the glass in shades of white. Trust us, though, you'll love it! 

What crystal shapes and sizes do you offer?

We offer crystal keychains, ornaments, necklaces and we have also released our collection of 3D Crystals which currently includes the 3D Crystal Rectangle, Brick, Diamond, Heart and Iceberg. We will be releasing even Crystals in the near future!

As for the sizes, we offer just 1 size for the keychain, necklace and ornament (medium and large sizes coming soon!). - The current size we have right now for these 3 crystals is: 1.18" x 1.18 x 0.47.

For the 3D Crystals we offer various sizes, from Small (3" x 2 x 2) all the way up to a Titan! (10.7" x 7 x 3.2").

 

What's the difference between 2D and 3D?

2D has no depth from the side of the image and appears as a flat image. 3D will add realistic depth to your image with one side of the crystal "following" you with its gaze and the other size will look almost like a statue suspended inside your crystal.

The image below shows a visual representation of that:

 

What makes it 3D?

Our designers are skilled at taking your 2D image and converting what they see into three dimensions using state-of-the-art 3D modeling software. It's very advanced, but it's not magic. We can't render what we don't see – for example, we can't render the back of a head if we're only looking at the front.

 

What is UltraEdge?

Simple, we actually take the time to edit your image to create a mesmerizing contrast that creates a "Pop" effect in your crystal. To learn more about it, click here.

 

My batteries died and now I need ones, where can I get it?

You can get replacement batteries over here for the keychain, necklace and ornament.

What batteries do I need for the 3D Crystal light bases?

For the 3D Crystal bases, it uses AAA batteries to power the LEDs, which we don't sell those, but you can easily find those in your local department store or order them online on Amazon.

Can you make a crystal in a custom shape?

Wouldn't that be neat? Unfortunately, though, we cannot offer custom shapes. Our crystals are all pre-shaped and cut by specialized glass manufacturers so that we can focus on engraving and shipping and delivering your order by your guaranteed delivery date, in a padded gift box designed to fit the crystal shape you select. 

 

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 an image, then we suggest that you place the order without adding the image. When you add your crystal to the cart with no image, you will see a pop that gives you the option to continue to cart without an uploaded image.

You can then send us an email with your photo as an attachment to info@infinitivecyrstal.com along with the order number you should have received on the Thank You Page and with your Order Confirmation email.

 

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 specify that in the special instructions section which appears after you've uploaded your image.

 

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.

What is the "floating head" effect and how can I avoid it?

Ah, yes, the dreaded “floating head” effect. This occurs when someone’s neck is obscured in your photo, either by a shadow or the camera angle. We can’t recreate something that’s not visible, so there may be an empty space in the resulting engraving where the neck would normally be. This can make it look like the subject’s head is floating above the rest of their body.

Most of the time, this empty space is only visible from a few specific angles, so it’s nothing to worry about. However, you should always double-check the photos you plan to upload for any areas where the lighting or camera angle might obscure an essential detail of the subject’s face or body. If you’re concerned about your photo, feel free to send it to us at info@infinitivecrystal.com and we'll get back to you within 24 hours.

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 crystal, 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?

Once ordered, your order will appear on our tracking page as ordered. We process orders between Monday and Friday.
Orders will be processed within 3-4 business days for the keychain, necklace and ornament from the order date and shipped the next day after the processing day. 

 

For the 3D Crystals, your order will be processed within 1-2 business days and shipped the following day. 

 

What if I have a special request with my order?

If you have a special request with your order there will be a section on the order page, that appears after you upload your image to add any special instructions.

You can add any instructions related to the image, like edit this part out, keep the background ,etc.

 

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.

 

Cancellations, Refunds and Damaged Items?

Need to cancel your order or make an adjustment?

Let us know right away, and we'll do our best! Unfortunately, we're unable to make any changes once an order is sent to our warehouse because we’re hustling to make sure your crystals get to your door quickly!

  • We cannot be held responsible for items delivered to an incorrect address provided by the customer - so check that info twice!

Return and Exchange/Refund

Refunds and Replacements are offered on any item and can only be performed within 30 days from the delivery date. Please email us beforehand as we handle refunds on a case by case basis.

  • Refunds will not be offered if the product was damaged by you. We would only offer replacements.
  • Refunds and Replacements for damaged products cannot be issued if photos or videos are not provided.
  • You can either choose Refund or Replacement, not both.
  • Refunds can only be issued in the original form of payment or store credit.
  • Specific questions? Ask away! Our customer service team is super knowledgeable and would love to chat with you regarding your needs. Email us at info@infinitivecrystal.com or contact us here.
  • Refunds to be issued in the original form of payment can only be performed 60 days from the date of purchase.

Damaged Items

You will have 30 days to reveal a defective/faulty crystal from the date of delivery.

  • Replacements can only be made once photo or video of damaged item/s are provided.

Received damaged/broken items upon delivery?

  • OH NO, we're sorry! Please send us a photo of the damaged item/s at info@infinitivecrystal.com within 30 days from the delivery date and we'll sort it out ASAP!

 

Shipping/Delivery Issues

  • Haven't received your package yet? Please send us an email at info@infinitivecrystal.com within 60 days from the date it has been shipped.

 

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. 
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Additionally, for the Keychain, Necklace and Ornament (which are processed and shipped from China), they won't be shipped until February 20th, 2021 as they have a New Year's Celebration in China at this moment.
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Our 3D Crystals will ship to the U.S and Canada as normal with FREE 3-5 Day Shipping. We currently do not offer international shipping for our 3D Crystals.

How long does it take for my order to ship?

Once ordered, your order will appear on our tracking page as ordered. We process orders between Monday and Friday.
Orders will be processed within 3-4 business days for the keychain, necklace and ornament from the order date and shipped the next day after the processing day. 

 

For the 3D Crystals, your order will be processed within 1-2 business days and shipped the following day. 

How long will it take to receive my order?

For the Keychain, Necklace and Ornament, the shipping times are as follows:

U.S:  10 - 20 days*

U.K: 7 - 15 days*

Canada: 10 - 25 days*

Europe: 3 Weeks*

Australia & NZ: 15 - 30 days*

South America: 4-5 Weeks*

* The estimated delivery times are "estimates" based on recent deliveries and shall not be seen as a guaranteed delivery timeframe. We do our best to ensure that the shipping process works as smooth as possible, but in case of a late delivery - we do not issue a refund.

For the 3D Crystals shipping times are as follows:

U.S & Canada: 3-5 Days*

International Shipping: N/A

* These are the number of days to ship to you AFTER processing, processing times are 1-2 business days. These are estimated delivery times based on recent deliveries and shall not be seen as a guaranteed delivery timeframe. We do our best to ensure that the shipping process works as smooth as possible, but in case of a late delivery - we do not issue a refund.

 

What are my shipping options?

For the Keychain, Necklace and Ornament we only have one shipping option which is FREE 7-35 Day Shipping depending on your country (check shipping times above for your specific country).

For the 3D Crystals we offer 3 different shipping times to the U.S and Canada (International not available for 3D Crystals):

- FREE 3-5 Day Shipping

- Express 2-4 Day Shipping

- Rush 1-3 Day Shipping

 

How will my order be shipped?

Our shipping partners for the Keychain, Necklace and Ornament:

 

 

U.S: United States Postal Service

U.K: Royal Mail

Canada: Canada Post

Australia: Australia Post

For 3D Crystals, we've partnered with UPS, USPS, FedEX and DHL.

Will I be charged with customs and taxes?

The prices displayed on our site are tax-free in your local currency, 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, only for the Keychain, Necklace and Ornament (International shipping not available for 3D Crystals). 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.

 

For the 3D Crystals, we only ship to the U.S and Canada for now.

 

Are there any restrictions with international shipping?

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

 

Where is it manufactured?

Our keychains, necklaces and ornaments are handled and shipped out from our warehouse in China.
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Our 3D Crystals are processed from Niagara Falls.
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My order was for a gift and it didn't arrive on time, what's 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 to your gift recipient, we can discuss that too.

 

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, you will need to file a claim with your local post carrier. This needs to be your LOCAL post carrier and not the hotline of the bigger carrier like USPS for example. We will also work with you to get a replacement crystal shipped to you ASAP.

 

Video/Photo Contest Overview:

We are looking for videos that capture the entire Infinitive Crystal experience (from gifting or opening the package, all the way to the crystal reveal). Videos that are chosen by our team will be featured on our Facebook page. These winners will receive a FREE crystal.

Tips:

  • Turn the lights on. It’s the best when we can see the product clearly!
  • Wear the necklace or hold the keychain or put up the ornament or take a video with the 3D Crystal. Everyone loves to imagine what the item would look like!
  • Make sure the photo inside the crystal can be seen clearly.
  • The video should be at least 30 seconds. We all can’t wait to see the reveal!

You can upload your video with the following option:

- Upload the videos to our Facebook Page - Please visit https://www.facebook.com/InfinitiveCrystal

- On your Instagram post it with the hashtag #Infinitycrystal

- Email it to us at info@infinitivecrystal.com

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. Since this is a custom product and once used we cannot reuse it again, we will refund you your money if it's defective, but we don't want it returned back to our warehouse as there's no use for it. So we'd recommend just dispose of it. To be eligible for a refund, you need to send a clear 10 second video showing exactly where it is defective along with a written description

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.

 

How do I give feedback?

Feedback is always welcome, good or bad! Please do not hesitate to get in touch with us at our Contact Us page and let us know what's on your mind.

Do you sell my information?

Absolutely not! Your information is safe with us and we will absolutely not sell your data to third parties or unscrupulous foreign (or non-foreign!) governments.

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