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HELP & GENERAL INFORMATION


General Information

            Customer Service
            Return Policy
            Refund & Cancellation Policy
            Shipping & Delivery
            Accepted Payment Methods
            Privacy Statement
            Sales Tax
            Order Tracking
            International Orders

Frequently Asked Questions

            What is the order process?
            How long will I have to wait to receive my order?
            What is a 3D Visualization?
            What is required to produce a 3D Visualization?
            What file types (logos, images) do you accept for visualization?
            Can I make changes to my order after it has been placed?
            Do you offer custom or unique orders?

Why buy from us?

            Best Value Guarantee
            Crystal Quality Guarantee
            Free shipping on all domestic orders over $300


Customer Service

Our business hours are Monday thru Friday 9AM - 5PM Central Standard Time. Saturday 10AM - 2PM. We are ready to help with any questions or concerns you might have. Please have your order number ready. There are several methods to get a hold of us:

By Phone
You may call us Toll Free: 877-316-4986 if calling outside of Illinois. For calls originating from within Illinois please call 773-572-7101. Please have your order number ready when you call.

By E-mail
You may write to us with any questions or concerns at info@glassousa.com. Please be sure to include your contact information along with your order number if you have one.

By Live Chat
Live chat located on the upper right corner of our website is a great and quick way to contact us. The live chat is open during regular business hours.

By Skype
We can also be contacted by Skype. Our Skype user ID is: glassocrystals. This is a great way to contact one of our representatives outside the regular business hours.

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Return Policy

Since all orders placed through us are custom, all sales are final. All orders shipped to the customer cannot be returned for a refund. Our ordering process ensures that each order is produced according to all specifications and agreements approved by the client. This process enables us to make sure that all orders meet and exceed customer's expectations.

In the event that one or more items arrive damaged, we will gladly replace them at no charge to the customer.

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Refund & Cancellation Policy

All sales are final. However, all orders can be canceled before the production process begins. This will occur within 1 to 2 business days after payment is received. After the production process starts, an order cannot be canceled, refunded, changed or modified.

Before sending an order to production, we verify that all visualizations are approved by the client first. Delivery time is always consulted with the client before each order is produced. Refunds will be issued only in the event that your order is not delivered by the time initially agreed.

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Shipping & Delivery

All orders no matter how big or small come with free ground shipping within the contiguous United States as long as the total order value is at least $300. Other methods of shipments are available. Please refer to the shopping cart for expedited shipping price information.

Turnaround time varies but ranges anywhere from 14 business days up to 24 business days on all orders with larger than 3 item quantity. All orders with less than 3 item quantity, will be shipped once on the 28th of each month.

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Acceptd Payment Methods

Credit Cards
We accept all major credit cards. Visa, MasterCard, American Express & Discover. Please note: your card will not be charged until your order is manually verified by one of our specialists. This insures security and order integrity.

Checks & Money Orders
We accept business company checks and cashier's checks. Please note: Personal checks and personal money orders are not accepted.

Please make checks payable to: Central Media Group, Inc

Wire Transfers
Direct bank wire transfers are also accepted. Please contact us for details if you wish to make a wire transfer.

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Privacy Statement

Shop with confidence. Your personal and business information is secure. All personal and business information collected by us is strictly for order processing purposes. We will not share, sale or provide any personal and/or business information for anyone for whatever reason.

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Sales Tax

We do not charge sales tax for all orders outside the State of Illinois. All orders within the State of Illinois will be subject to 9% of tax.

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Order Tracking

During checkout, you will have an option to register an account within our website, or checkout as guess without registering. All customers who register an account will have an ability to login to check order status along with tracking number when the order ships. All guest checkouts will be e-mailed a shipping tracking number once it is available.

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International Orders

We welcome international orders. Please note that our free shipping policy applies to domestic contiguous United States orders only. Depending on your location and your order, different shipping rates apply. Shipping cost will be determined and disclosed before full payment is required.

Please note that all international orders may be subject to additional customs fees. This depends on the country of destination. You may or may not be charged customs fees. Please make sure to check your country laws before placing an order.

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What is the order process?

Ordering is easy. We have designed our order process to be simple, straightforward and effective:

            Select a product you would like to order.
            Choose appropriate options, quantity and checkout.
            During checkout, you can choose three different payment options. Credit Card, Check, Wire Transfer..
            Should you choose credit card payment, your card will not be charged until your order is fully verified.
            Once your order is verified, we will prepare a 3D visualization of your order.
            As soon as you approve the visualization, we will forward the order for production.
            Production can take anywhere from 14 to 24 business days.
            As soon as your order is produced you will be notified with your shipping tracking number.

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How long will I have to wait to receive my order?

From the initial order date it can take anywhere from 14 to 30 days to receive your order. Several factors can either shorten or extend the wait time. The wait time for visualization is around 4 days. If you will request changes to be made to your visualization that can delay your order by 1 to 3 days. Production time takes anywhere from 14 to 24 days. Shipping, depending on your location takes anywhere from 2 to 6 days.

It is hard to exactly predict the exact order delivery time, however most orders are delivered within 30 days of the initial order date. Factors like: time it takes for you to approve the visualization, production time (depending on the order size), and finally, shipping method can all have an effect on the delivery date. Please feel free to call us with any questions or concerns you may have.

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What is a 3D Visualization?

3D Visualization is essentially a look at your finished order before actually receiving it. It is a computer generated 3D rendering of your order exactly as it will be engraved.

The purpose of 3D visualization is to let you see and modify the look of your engraving before we start production. You are able to change the font, font size, text placement, logo size, rotation and many other details.

Your approval of 3D visualization ensures us that your order will be produced according to your specifications. For more information and to see samples of actual 3D visualizations, please click here.

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What is required to produce a 3D Visualization

There are two type of crystal engravings. 2D and 3D. 2D engraving can be placed on the surface as well as within a crystal. 2D engraving is basically a flat image without depth, just as if you would see something printed on a piece of paper. 3D engraving is essentially a three dimentional representation of an object, like text, logo, or anitem.

In order to create your logo and/or item in 3D we have to use special 3D modeling software to actually draw such object in three dimensions. This is called a conversion.

To convert a logo to 3D, we need a high resolution file of your logo. Usually, the logo conversion does not require any additional files.

To produce a 3D image of an item, for example: a microphone, we will need 6 pictures of such item taken from all 4 angles, top and bottom. Based on these photos, we will be able to produce a 3D representation of your item with fairly high accuracy.

We also possess a large selection of pre-converted 3D objects that we can use for your engraving if you like.

Finally, to complete the visualization, the last piece of information needed is your custom text.

If you have any questions or you do not fully understand this process, please feel free to call us and we will be glad to help you.

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What file types (logos, images) do you accept for visualization?

For logos we require at least a high resolution JPG file. However in order to preserve the curves, and details of your logo it is highly recommended to use a vector based file like PSD, EPS (Adobe Photoshop), CDR (Corel Draw), AI (Adobe Illustrator), or a PDF. However, there are lots of other vector file formats that we can use.

For physical item visualization, we require 6 pictures taken from all 4 angles, top and bottom. These photos will serve as a reference for us to reproduce a given item in three dimensions.

For complicated items, and items that require a high level of detail and accuracy (for example: parts) It is highly recommended to provide a 3D file that already has a given item drawn in three dimensions. Files like: MAX, (3D Studio Max), MA (Maya), Solid Works and many other 3D modeling software file types are acceptable and highly desired.

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Can I make changes to my order after it has been placed?

Yes you can. However, it depends if the order has been sent to production or not. If the order has been sent to production, you cannot make any changes to your order. This includes changing of text, pictures, images etc. It usually takes about 2 business day from the visualization acceptance to order production.

Please be sure to login to your account and check your order status. You may also call us to find out whether your order is in production or not and determine if it is still possible to make modifications.

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Do you offer custom or unique orders?

Yes we do. In fact, we are able to create any shape size, and combination of both. If you have a unique idea and would like to make it happen, please contact us. We will gladly work with you to make your idea a reality.

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Free shipping on all domestic orders

No matter how big or small, all of our orders are eligible for free ground shipping as long as the total order value is at least $300. Free shipping is limited to contiguous United States only. For Alaska, Hawaii, and all other international orders, additional shipping rates apply.

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INTERESTING FACTS ...

3D Laser Engraving Technology

Using computerized laser machine, the image is engraved within the crystal without affecting the outside surface.

Product Quality

Every order is manufactured using the best quality certified glass and crystal.

Product Visualizations

Every client received free visualized artwork proofs before engraving and production begins.

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