Warranty, Refund and Return Policy
Since we are producing a custom product that will only be of use to you, the
customer, all orders are considered final once the crystal is produced.
You may cancel your order for full refund only prior to any design effort.
Once our design effort is completed, a 35% cancellation fee will apply if you
choose to cancel your order. This fee will cover the design effort that
will have already been provided for your order. If you have any questions
or concerns, please contact us for explanation.
Each crystal is inspected prior to
leaving our production facility to insure the highest quality image is
created. Resolution of photos in crystal is inherently lower than
actual photographs and if possible, customers are encouraged to visit
our high resolution example pages to see actual Crystal Samples
for the photographic quality they can expect. We are confident
you will be very pleased with your crystal and the photographic
rendering.
Before returning any items, you
must contact us during normal business hours (Monday thru Friday,
8am-5pm EST) and obtain a Return Goods Authorization and
obtain shipping directions and address. Items sent back without a RGA
will be refused.
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Custom photo crystals or custom
light bases cannot be
returned for refund.
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Refund of any stock items must
first be given clearance by Customer Service.
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Damaged or Flawed crystal will
be replaced after inspection.
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All items must be returned in
their original boxes, properly packaged to avoid damage.
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No returns will be accepted
after 15 days from the date of shipment.
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Any returned items are to be
shipped prepaid and are subject to a 20% restocking fee if not
replaced.
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Returned items are subject to
inspection for use and damage before credit is issued.
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Additional charges may be
incurred if returned in damaged condition due to customer packaging.
Our preference is to replace
products AFTER the returned item is received and inspected by us. In special or rush situations
where new items are shipped to replace alleged defective products
prior to our receiving the alleged damaged goods and prior to our
determination that the product is defective, the replacement item will be
shipped and invoiced as a normal product order. At such time
that the returned items are determined to be defective, a credit will
be issued to Customer's account.
Items received with obvious
shipping damage should be noted immediately with the carrier prior to
returning the item to us. Upon return, please include any
evidence helpful to us in pursuing the damage claim against the
carrier.
If a photographic print sent to us
is valuable, one-of-a-kind or not replaceable (no negative) like maybe
a 75 year old print of your grandparents, then we suggest your best
choice would be to have it scanned somewhere such a Kinko's and send
us the digital scan rather than risk damage to the photograph in the
mail. Have it scanned such that you end up with roughly a 1200 x
1600 pixel image or higher. If you do decide to mail the
photograph, make sure you mail it with some kind of tracking number
and packaged in a proper photo-mailer envelope or between sheet of
cardboard. The customer
accepts all risk for any damage that may occur to a photograph sent to
us and we will make every effort to return it in good condition but we
cannot be held responsible for any damage. Again, if there is a
concern, make a copy or get a local scan made that can then be sent to
us electronically or via computer disk.
No warranties other than those expressly set
forth above shall apply.
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Photograph
Copyright Policy
We require that
the Copyrights of the image owner and that of Professional Photographers be
respected. If you own the negative or original digital file, then you
probably own the copyright also. Many photographers that are hired for
activities such as weddings, may provide you the digital files depending on your
contract terms. Most photographers should be agreeable to the use of their
work for this application (laser crystal) since it is a rendering at lower
resolution than normal photo prints.
It is usually quite easy to spot a professional
photo:
- Check for a logo in a lower corner
- Look at the back of the photo for a name
- Look at the back of the photo if printed on “professional grade”
paper
- If the photo is taken with a backdrop - i.e., looks like a
portrait
If the photograph was taken by a professional photographer, we will
require that you make a declaration by accepting the terms and
conditions of the order that you have received Copyright permission.
You should consider using a
“Permission Form”
or other means to record the photographers permission. Alternatively,
if it is an older photograph or the photographer cannot be determined
or located, use this
Copyright
Declaration form as applicable and fax (770-234-6939) or mail with
your order. Many professional photographers will have a
Permission Form they may want to use which is satisfactory and most
should not object to providing their permission for this application
since it is reproduced at much lower resolution than a studio print.
Please ask them to contact us if they need an explanation.
We want very much to produce Laser Crystal products
that our customers will treasure but we also must respect copyright
the others. Our policy is that all photographs submitted to us for
processing must have received a copy permission from the owner of the
original image.
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Shipping Information
The options for time to process
and ship your order are explained in the
Shipping Times section of our
HELP page.
We offer 2 options for delivery
in the continental United States:
1) UPS Ground Service:
approx. 2 to 5 business days for Continental US locations depending on
state.
Shipping
Cost is weight based and for Single Crystal Orders the average cost is
typically around $10.00.
For Multiple Crystal
Orders, the shipping rate depends on the total Weight and Charges run
as follows:
Up to 5 Pounds: $10.00
6 to 10 Pounds:
$15.00
11 to 15 Pounds: $20.00
16 to 20 Pounds: $25.00
2) UPS 2nd Day Air -
Standard shipping charge plus $25.00 *
* Express shipping only
alters the shipping method. For faster service, your should also
select one of the RUSH or URGENT order processing options - see
Shipping Times for
explanation. Due to efficiencies and to keep costs down,
crystals are processed in batches of similar sized items and therefore
cannot be turned around overnight.
You may request OVERNIGHT
shipping instead of 2nd Day by contacting us. There is an
additional charge of $25.00 for overnight shipping in addition to the
standard 2nd Day shipping charge.
UPS requires a physical address
for delivery (No PO Boxes). UPS may require a signature at time of
delivery - packages may not be released without a signature.
Some Exceptions May Apply.
Outside the Continental US:
Additional $10 charge for HI, AK,
and Puerto Rico - allow an additional day for delivery.
Canadian shipment charges are
double standard charges above.
UPS delivery is not available for
APO or FPO. Shipment will be made via USPS.
International Orders
All International Shipments
must be quoted.
At present, our on-line store is not setup for
International Orders outside the USA except for Canada. We will
happily take your order and bill shipping costs at UPS shipping rates
with a $25 handling fee added. If you would like to order from a
country outside the USA, please use the following procedure:
- For UPS Shipping, go to
http://wwwapps.ups.com/calTimeCost?loc=en_US
- For USPS Shipping, go to
http://ircalc.usps.gov/weight.asp?Contents=1
- Determine the estimated shipping cost for your
location
- Use Suwanee, GA and Zip = 30024 for ship from
location
- For weight and dimensions for 1 crystal, use 5
lbs and 12 x 8 x 6 inch box
- Highlight the results (drag mouse over) and press
CTRL+C (copy)
- Paste this into an email and send to us at
- Place your order on-line and select the "EMAIL"
payment option
- During checkout, enter "XX" in the address fields
and your actual address in the "Comments" box
- We will send you an electronic invoice via email you may
pay by credit card or PayPal account
- Once payment is received and verified, we will
produce your order per our standard procedures.
Upon receipt, you will be responsible for any Import
Tariffs, Customs Duties or Local Taxes required in your country - we do not collect these
fees.
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Privacy Policy
We are committed
to protecting your privacy and any personal information that you
supply to us. Upon placing orders with us, you are expressly
consenting to our use and disclosure of the personal information you
supply to us in accordance with the terms of this policy.
The Information You Supply To Us
In order to provide you with our customized service, we must collect
limited personal information from you. We try to minimize the amount
of such information. We require a valid email address. We also ask for
your address and phone number for verification purposes. We do
NOT store any credit card information on our site or anywhere within
our electronic systems. All payment processing is done through
our secure payment processors, PSiGate or PayPal.
Disclosure of Personal Information
We do not transmit personal information about you to other parties
except as required by law or in connection with any investigation into
illegal activity.
Links To Other Sites
Our site contains links to other sites that may contain information of
interest to you. We cannot control the privacy policies of those
linked sites, and you should review those sites prior to using them.
Removing Your Information
You may remove your contact information from our database at any time.
To do so, you must contact Customer Service at the number listed in
the Contact Section. However, we reserve the right to retain certain
information to resolve disputes and other legitimate circumstances
pertaining to past orders.
Contacting Us
If you have any questions about any of our policies or terms, you can
contact us at the number listed on the About Us page.
Changes
We reserve the right to change or amend this Privacy Policy at any
time. We will post any changes or amendments on this site so that you
have notice of them. Your use of our site after such changes will
constitute your acceptance of the changes.
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