Frequently Asked Questions
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Quick find answers for questions relate to our company, service, website and products. |
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The Company & Services
Is it safe to order from CrystalPlus.com?
Absolutely! CrystalPlus.com knows that you care how information about you is used and shared, and we appreciate your trust and want you to feel confident in our services and security as it relates to your personal information. We take the following types of security measures: use of technologies and policies such as limited access data-centers, firewall technology, and secure socket layer (SSL) certificate authentication.
We designed CrystalPlus.com with safety and security. CrystalPlus.com accepts orders only from Web browsers that permit communication through Secure Socket Layer (SSL) technology. SSL is encryption technology that provides security while information is being transmitted over the internet.
However, if you feel unsure, feel free to phone us toll free 1-888-779-8803 and you can order over the phone. Either way, you can shop with confidence at Crystalplus.com.
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CrystalPlus.com • Personalization Artwork & Engraving Standard Templates: Free and No Hidden Costs. • Product Selection: Wide variety of high-end crystal products designed for personalized awards and gifts. All products are in stock. • Production time: 24hr for Artwork proofs / 48hr for Engraving for professional standard templates. • Online Shopping: As easy as 1-2-3, Pick a product, Personalize it and Secure Check out. You can easily relate the generic crystal awards to your specific recognition need with our extensive online personalization templates. Our professional designer in house can also create the custom personalization artwork at very minimum charge to your total satisfaction. You can also easily estimate the shipping costs and delivery time before check out the order. • Services: A team of friendly customer services, artwork designers and experienced engravers are all in house to serve our customers every step of the way until the finalized version of the awards arrives at your door step. Even after you receive your order, we take care of any costs to replace damages or defects before your event. |
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Other Companies • Personalization Artwork & Engraving Templates: Charge a Set Up Fee, Rush Service Fee, Artwork Hours, Engraving Fee and etc.. • Product Selection: Do not have or have very limited stock • Production time: Require Minimum 5-7 Days • Online Shopping: Do not provide specific artwork examples for the exact products you like to order; do not provide shipping charge estimate before you check out the order, then add the charges without authorization • Services: Out source and do not provide prompt and accurate services or designs. Claims for damages or defects take long time to process. |
How does you lowest price guarantee work?
CrystalPlus.com is confident that not only do we have the highest quality of products, but we also have the lowest prices. Many companies have hidden fees; setup charges, engraving fees, artwork fees, rush service charges…etc., but not at CrystalPlus.com. At CrystalPlus.com the price and shipping charge listed are your final cost. If you find any identical product with a lower price from other retailers, just show us proof and we will offer you 10% off the competitor’s price. We will and can beat any competitor's price and service.
Restrictions:
Competitor’s prices using "Coupon Code" are not eligible for price matching. Items from competitors that are not in stock or back ordered are not eligible for price match. We will beat any legitimate price if it is not below our cost. We do not match our discontinued models.
We reserve the rights to determine if the competitor’s item and service is identical to ours for price match.
What are your customer service hours?
Our main office is open 8am to 4:30pm PST to receive phone calls and live chat online. Some of our representatives make themselves available to clients during extended hours as well. Email is answered within 24 hours during business days, usually getting a response within a few hours.
Which Award should I choose?
Awards can be given by any person or institution, although the prestige of an award usually depends on the status of the awarder. We categorize our products by events or occasions, by design styles, by product shapes and by budget price range to narrow down the product selection among hundreds of available products at our website. There are also limits on how many characters can be engraved on an award. It depends on the size of the award. Please refer to the right side of the input field for the limitations of characters when you choose our free personalization.
I don’t like any product available at website. Can you make a custom award for me?
Custom awards are our specialty. We can create and manufacture almost any design to fit your needs. The best way to get your project started is to submit an inquiry form to provide us detailed specifications as much as you could. We will contact you within 24 hrs. Design drawing to confirm specifications and price quotation will be provided for approval. Please anticipate at least 60 days lead time for custom product design, manufacturing and ocean freight from our oversea factories.
The Website
I am having trouble ordering online. What do I do?
Occasionally, technology gets the best of us. If at any point you are experiencing difficulties browsing, ordering, processing payment or evaluating online, feel free to contact us either by phone (1-888-779-8803) or email (service@crystalplus.com). We’ll be glad to help.
How do I know my online order is received?
An order confirmation will be emailed to you once your order is received by us. Within 24 hrs, we will also email you a personalization artwork proof with your uploaded logo and message for our standard template. The day your order is ready to be shipped, you will also receive a shipping confirmation by email, including UPS tracking numbers and links for up to the minute tracking! If an Order confirmation email is not sent to you in the first place, please contact us 1-888-779-8803. We may not have received your order.
I was unable to find an item on your web site, how can I find it?
You can use our Search function to find the item. If you are unable to locate the item, it may be discontinued and no longer available for purchase. However, you can contact us and we will see if we can locate it for you. Beyond the extensive stock item selections at our website, we can also source from our local suppliers or custom make your own product designs.
Forgot your password?
Simply follow these easy steps below: Click on “Login” at the top of any page. Click on “forgot your password” Provide your registered email address We will email your password to you at this address
What if I can’t find the answer to my question?
We provide a variety of ways for customers to reach us. Please contact us with any questions either by email: service@crystalplus.com, live chat, telephone toll free: 1-888-779-8803 or fax: 1-888-669-0838. We look forward to hearing from you.
Order Processing
Do you require a minimum order?
No. You can order one of any of our pieces. Minimums only apply to custom designs, but this is on a project by project basis. For more details, please contact us.
How can I check the status of an order?
Use Track Order for the current order processing status. Four steps are required to complete your order - Artwork proofs producing, Waiting for your signed proof, In production or Shipped.
• Artwork proof producing: Within 24 hrs of an order received from our website, we will provide you with a personalization artwork proof for our standard template, with the logo, and message text you entered at our website.
• Waiting for your signed proof: We will accommodate any changes that can be fit in our standard template to your total satisfaction. Please clearly indicate your change requests on our initial proof to prevent any confusion. Please carefully check all details and sign back the final proof ASAP.
• In Production: After we receive your signed proof by email or fax, we will start engraving production. Normal production time is 48 hrs, unless order quantity is large. We will confirm the production time on the artwork proof.
• Shipped: Once your order ships, a confirmation email will be sent with UPS tracking number.
When will my order be ready?
Most companies require a minimum of 5-7 days for engraving production. Especially since sandblasting is a highly labor intensive process for high quality long lasting engraving. We at CrystalPlus.com, on the other hand, provide the faster turnaround because we have all the products in stock, and have an experienced production team in house to produce high quality of sandblasting. After artwork approval is received, our normal production time is 48 hrs and ready for shipping, unless the order quantity is large.
After a proof has been made and has been emailed to you, it is your turn to respond back either with an approval or revision to us as soon as possible; so that we may begin our production. After we have emailed you but do not receive a written response or signed off proof within one week, we will go ahead and process your order into production, and will be directly shipping it to you according to the initial proof we have created. We do not accept any returns or exchanges on engraved products.
Can I cancel or change my order?
Before we send you an artwork proof, you may cancel or change your order without any charges or fees. After we send you an artwork proof, you may still change your mind and cancel or change your order up until you sign back the proof. However, a service charge of 35% (up to $50 max.) of the order subtotal amount for artwork production and order processing will incur. Once the order is in engraving production, the order cannot be cancelled or changed.
Shipping & Handling
How is my order shipped?
Most orders are packaged in damage resistant boxes and shipped with our primary carrier, UPS.
Are you affected by weather or holiday related delays?
Unfortunately, anyone who ships by common carrier is. We’ll do our very best to accommodate your event deadline in these situations, but we cannot control the weather or holiday traffic.
What if my award arrives broken?
We take the utmost care in packaging and shipping your pieces, however accidents may occur due to the fragile nature of our products. We must be able to file a claim with the carrier, so it is imperative that any damages are reported within 48 hours of receipt. A photograph of damaged products or boxes is required, and all packaging is retained for inspection. If you receive damaged awards, we will take care of all costs required to replace your awards free of charge before your event. Please also refer to our Return & Replacement Policy.
How do I report a lost shipment?
We provide tracking numbers on all shipments and regularly track these for customers, ensuring that your shipment arrives safely and in a timely manner. If you do not receive your order as scheduled, please inform us right away and we will trace the shipment with UPS. If it is verified the shipment is lost in transit, we will ship you a replacement at our own expense.
Do you ship to international countries?
No, we only ship to the U.S., PR, GU or Canada addresses.
How do you charge shipping?
Our shipping charges are based upon the actual package weight or dimensional weight and service levels which include shipping method and shipping destination. Each service level gives a different price and guaranteed arrival date. Please keep in mind that we require 48 hours for engraving production after you approve our artwork to ship out your order from our California warehouse. Pick the best service level that gives you the needed guaranteed arrival date. For shipments to Canada, we include all custom duties, sales tax and brokerage fees in the shipping charge to provide trouble free at Canadian Custom and faster delivery.
Can I use my own UPS account for shipping or choose other shipping carriers?
No, we do not use any other shipping accounts or shipping carriers to ship orders. Due to the fragile nature of glass and crystal products, we anticipate high possibility of damage claims. It is more convenient and easier for us to claim from our own shipping carrier, making it faster for us to ship replacements back to our customers at our own expense. UPS provides secure and reliable services at competitive shipping rate so we choose UPS as our sole shipping partner to eliminate pick up or delivery time delay.
How long does it take for shipping?
Shipping times are provided by UPS, counted from the following day of the shipping date excluding Saturday, Sunday, and Holidays. Seldom delivery issues may occur due to exceptions or Mother Nature. We ship all orders from California, 91744.
Depending on your zip code, U.S. Ground shipping time is 1-5 days; Canada 5-7 days. See the map below for transit days to your area. Express shipping is also available. Shipping costs for all available shipping options are provided on Shopping Cart. 
Artwork & Personalization
What will the engraving/graphics look like?
Our graphic artists will get the fonts and logos positioned in an esthetically pleasing manner, or in any way you have envisioned. . We engrave on our high quality of crystal and glass products by Sandblasting method for deep etching result. We do not recommend other engraving methods, such as Laser, which results in chips on the texts engraved on crystal or glass products.
How much is engraving cost?
Engraving is FREE for our standard template. One logo/artwork, texts, and personalization are included in our online price. No hidden fees! If you require Custom Personalization for a custom designed graphic artwork from scratch or additional logo/artwork, $30 one time artwork fee will be applied. If you require additional area for engraving or require color filled engraving, which is not illustrated in our sample product image for standard artwork template, additional engraving charge per piece will be applied. We will provide additional cost quote for your approval.
What is a set-up charge?
For personalized products, artwork and engraving production require certain labor and material set up. At CrystalPlus.com, unlike other companies, set-up is included FREE of charge.
When will I see an engraving artwork proof?
Please allow 24 hours for us to send you a proof for standard template. Custom personalization artwork may require an additional 1-2 days, depending on the instruction or graphic files you have provided.
How do I submit my engraving information?
Engraving information is submitted online during the ordering process. After items are placed into your cart, choose FREE personalization, and then you can upload a logo and enter the engraving text in our standard template. We illustrate our standard artwork templates, designed specifically for each product in its product detail page. Alternatively, you can choose “Custom” personalization and email us your logo artwork and text files to art@crystalplus.com with the subject line indicating the order number after you submit the order online. We strongly encourage you to choose our FREE personalization method for faster order processing.
I won’t know the winner’s name for personalization until the ceremony or championship event. But I like to present the engraved award or trophy at the ceremony or event. What is my option?
You may just type “Name” to reserve one line of texts in our Free Personalization template and submit your order. When we make an artwork proof, we will reserve proper space for the winner’s name in blank. After the ceremony or event, you may ship back the engraved award or trophy to us at your own expense for engraving the name. There will be $10 charge per name plus shipping charge to ship again the final award. However, we are not responsible for any damage or lost during shipping back to us for engraving a name. We will notify you immediately should we receive your return damaged.
What is vector art?
Vector files are distinguishable as they will be in .eps or .ai format and when the logo is clicked on numerous lines will appear within the logo. If a box opens up around your logo, the format is most likely not vector line art. Please refer to our artwork guideline page for more information.
What if my award arrives engraved incorrectly?
We take great care to ensure accuracy on all of our awards. Internal policies are in place to ensure we etch only and exactly what you approve, though mistakes may happen. If you receive awards etched differently than your approved artwork, we will take care of all costs required to replace your awards free of charge before your event. Should it be a customer error, we offer courtesy discount to remake your awards and any expedited shipping is the responsibility of the client.
Product Material
We have large selections of crystal awards and business gifts made available with high-end, high perceived value raw materials. All of our crystal and glass recognition awards can be individually personalized with your logo, text and artwork. Rest assured, quality and value in our truly exquisite crystal awards are never compromised. The secret to our crystal award popularity lies in our high-quality deep etch sandblasting process. You can see and feel the richness and detail produced by the superb craftsmanship of our crystal engravers. Whether given as a premium or in recognition, the lasting beauties of our crystal creations are always appreciated.
Optical Crystal:
Among the finest of all crystal, our collection in made from the highest quality raw materials available resulting in absolutely clear and flawless crystal. Optical crystal is manufactured in large sheets then pressed under enormous pressure to ensure it has no bubbles or distortions. Our optical crystal awards are made from the same materials used in camera lenses, NASA telescopes and high-end visual equipment. Unlike Lead Crystal, optical crystal is lead free which is perfect for all kinds of engraving methods though we choose to sand blast, which provides the highest quality etch. Each piece is hand polished and beveled to perfection to achieve a mystical refraction. Clear, black, blue, pink, green and amber accents are also used in our Optical Crystal Awards and Gifts collection for a more contemporary design.
PATE DE VERRE - THE LOST-WAX TECHNIQUE
The creation of items in pate de verre through the “lost-wax” technique is a time-consuming process requiring abundant skills. The results of the successful application of these skills are true works of art, possessing a unique translucency, texture and substance, which can not be achieved with blown glass or molded glass. A contemporary revival of this French ancient technique is used to emphasize in bas-relief and incredible detail; that is combined with pure geometric optic crystal for a unique designer collection of thematic pieces designed for personalized awards and corporate gifts.
See more information about manufacturing process
Lead Crystal:
We proudly include this designer line of 24% Lead Crystal Vase and Award Cups from Top Italian Designers Mario Cioni and Agarthi to our collection. Each of our vases and bowls were created with large engraving areas to ensure plenty of space to add all your text and logos. Each piece is hand-blown and hand-cut with the utmost care and passion for a noble and traditional art. This collection is treasured for its artistic value, which will continue to increase in time. A few bubbles and flaw lines are inherent to the nature of manufacturing. The 24% lead content enriches brightness, weight and hardness, while still ensuring clarity, sparkle and brilliance.
Click to see Mario Cioni Factory Production Video
Proposition 65 WARNING: This Product contains Lead and/or Cadmium, chemicals known to the State of California to cause birth defects or other reproductive harm.
Clear Glass:
Our Clear Glass is a lead free, low iron product. Lower iron content results in a lighter green tint than compared to Jade Glass. Clear Glass mimics the high perceived value of Crystal but at a more cost-concious price point. The raw material for these glass sheets are only available in certain thickness, which complies with the highest quality standard. The beautiful polish and beveling on each piece creates a brilliant reflection that has a slight white fiery sparkle, giving it the name.
Jade Glass:
The light green pigmentation on these beautiful yet economical glass awards is caused by its iron ore content. Each piece is hand polished and beveled to achieve its sparkling edge and delicate facets that bring out the beauty. The jade coloring is only available in glass awards. The raw material for Jade glass sheets available only in 5/8”, 1/2”, 3/8” and 3/16” thickness.
Molten Glass:
Molten glass is a handmade product. A mixture of sand, recycled glass and other materials are used to create molten glass products with a shaping mould. Variation in color, size and finish is inherent. In a melted state after the ingredients have been combined at a high temperature and liquefy the batch, it is then allowed to cool until it is plastic and shapeable. Bubbles and flow lines are considered acceptable.
Care of Crystal:
Crystal is susceptible to minor surface scratches. Care should always be exercised in the handing of a beautiful piece of Crystal. Rubber feet or dust free table cloth is highly recommended to be placed underneath of the crystal/ glass awards or gifts for display. Spray a little window glass cleaner or industrial alcohol on the crystal and wipe it with a dust free cloth.