At 3D Photo Gifts our aim is provide you with complete satisfaction and enjoyment of your 3D crystal. Our primary aim is to have a happy and satisfied customer so rest assured we will work with you to achieve that goal.
If for some reason you need to cancel your order please contact us as soon as possible and let us know the reason for your cancellation. We can only issue a full refund if we have not started work on your order. If we have already begun the work on your order we may still be able to cancel it by offering a partial refund on your order.
What if I want to make a change to my crystal after I already placed my order?
As long as you contact us before we've started working on your crystal we can make a change. Please contact us via email or phone as soon as possible so we can make the change you are requesting. If you need to make a change to your personalized text, email us at (email address) with your order number and let us know what you'd like your message to say.
If you decide you want a different size or shape for your crystal, you will have to cancel your order and place a new one. Again, be sure to contact us as soon as possible; we can only offer you a full refund on your original order if we haven't started production on your crystal.
How do I return my crystal?
We only accept returns within 14 days of delivery and only returns that are in the same condition that they were received. Please send along a recipe or proof of purchase and include it with your return.
We are unable to refund the 20% design fee built into the cost of your crystal. All returns must be shipped to (shipping address). Once your return has been received and examined, you'll receive an email notification. If approved, your refund will be issued via your original payment method within a few days.
You will be responsible for covering the cost of your return.
What is a design fee and why is it non-refundable in some cases?
Creating your 3D Photo Gift crystal is a detailed process. Our expert designers work diligently to create your customized crystal that will be a beautiful everlasting memory. We build in 20% of the cost of your crystal to cover the design fee and as such if you wish to return or cancel your order after it has been created the design fee will be subtracted from your refund.
My item arrived damaged!
We do our upmost best to ensure the safe delivery of your crystal, but accidents sometimes happen despite the most careful precautions.
If you open your package and find that your crystal has been damaged, don't throw away the original packaging. This includes the shipping container, bubble wrap, and gift box.
Please send us a photo of your damaged item as well as photos of the box and wrapping materials it arrived in. Please send your photos to (email address) within 48 hours of receiving your item. Be sure to contact us between 9AM and 9PM so that one of our customer service representatives will be available to assist you as quickly as possible to your complete satisfaction.