Return for personalized item
Understandably, personalized items cannot be accepted for return, unless there is a manufacturing error or product defect. We want your order to be made just the way you want it! We understand that everyone makes mistakes (including us!) Please review your personalized information before submitting your order. We strongly encourage our customers to carefully check spelling, dates, and name the proofs before signing off. Customers are ultimately responsible for correct spelling of names, and custom information on personalization proofs.
Our products are customized for each customer and engraving mistakes are checked for accuracy according to the customer's supplied text and signed proof. If there is an error caused on our end, we must be notified within 48 hours of the package delivery. We will replace the incorrect item at our sole expense within 2 business days and ship out using the same shipping method selected for the original order. If you prefer to not receive a replacement, we will issue a full refund for the original order. Customer errors are replaced as quickly as possible, and billed again with a courtesy discount.
Return for blank item
Blank items may be returned in its original packaging and in perfect, re-sellable condition within 30 days of the shipping date. We will not accept the return of items that have been altered, etched, or damaged. All returns must be shipped at your expense back to Crystal Plus, Inc. and are subject to a 20% restocking fee; min. $20, if a repair is required and can be done for resell condition. Note that the original shipping charge is not refundable.
Return/Replacement for wrong item shipped, defect or damages
We must be notified of any damages, defects or other problems within 48 hours of the receipt with a photo proof by email to issue a replacement or refund. All replacements are shipped within 2 business days using the same shipping method selected for the original order. However, gift box replacements can only be shipped via. Standard Ground method. If the photo proof is not sufficient, we will require an actual return of the damaged piece(s). In this case, a prepaid return label for the claimed items will be provided by email.
Due to the handmade manufacturing & personalization process, please allow the tolerance to be within 1/8" for product dimensions or personalization artwork alignment. Some minor bubbles or lines on molten glass or lead crystal products are inherent by nature. See Product Material for more info.
Replacement for lost shipment
We must be notified for the lost shipment within 48 hours of the estimated delivery date indicated on the carrier's tracking information. Please allow 2-3 business days for the shipping carrier to complete the investigation about the lost shipment.
If you select the "Signature Required" upon delivery option during the checkout, once the shipment is verified lost in transit by the shipping carrier, we will ship the replacement at our sole expense within 2-3 business days using the same shipping method selected for the original order or issue a full refund.
If you select the "Waived Signature" upon delivery option during the checkout and if the carrier's tracking information confirms the delivery to the correct address, we regret that we are not able to offer any refund or replacement for the lost shipment.
Please Contact us for Return Authorization and instruction.