FAQ
Shipping, turnaround & questions
Made-to-order has its own rhythm. Here is how it works.
How long does a custom piece take?
Most single pieces ship in 5–7 business days from order (or artwork approval, if we need to check your file). Bulk and corporate runs are quoted with their own timeline — typically 2–3 weeks depending on quantity and material availability.
What are the production stages?
Every order moves through four stages you can track from your account: Received → In Production → Quality Check → Shipped. You'll get an email when your order is confirmed and again when it ships.
What artwork files can I upload?
PNG, JPG, SVG, or PDF up to 10 MB. Vector files (SVG/PDF) engrave cleanest. For photo engraving (e.g. pet memorials), send the highest-resolution photo you have — we hand-tune the raster before engraving.
Is the live preview exactly what I'll receive?
The preview is a faithful mockup of layout, font, and placement on your chosen material, but engraving is a physical process — contrast and texture vary slightly with each blank. If anything about your file worries us, we'll contact you before the laser starts.
Do you ship internationally?
Domestic shipping is flat-rate and included in checkout. For international orders, contact us first — duties and transit vary by destination and material.
Can I return a custom piece?
Made-to-order work can't be restocked, so we don't accept change-of-mind returns. If a piece arrives damaged or doesn't match the preview you approved, we remake it at no cost — photograph it and contact us within 7 days.
Do you handle bulk and corporate orders?
Yes — and any order over 10 pieces is reviewed and priced individually by the studio. Quantity discounts up to 10 apply automatically in the cart; for 11+, use the quote form on the Business to Business page and we'll come back with run pricing and a timeline within one business day.
What's the largest piece you can engrave?
Both lasers work up to 200 × 500 mm (about 7.8 × 19.6 inches). Anything that fits in that envelope — placard, panel, or plate — is fair game; for larger work, ask through the quote form and we'll see what's possible in sections.
What payment methods do you accept?
Checkout is handled entirely by Stripe on Stripe's own secure payment page — cards, Apple Pay, and Google Pay where available. Your card details go directly to Stripe; they never touch our servers or database.