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Frequently Asked Questions


How do you engrave images on crystal?

The engraving process uses a laser to etch images and text on your crystal. When the laser is focused on to the glass, the focal point of energy is so high that the structure is changed at a small point. The laser beam is controlled by a computer, creating an image made of a thousand small points. This laser process is known as Vitrography.

What crystal shapes and sizes do you offer?

At Treasured Crystals, we offer five (5) different crystal shapes: Diamond, Flat, Heart, Prestige, Portrait, and Landscape. Most of the designs come in the standard Small, Medium, and Large sizes. Tower and Train shapes offer additional sizes of XL, XXL, XXXL, and MAX. To see what sizes are available in your preferred shape, click on the desired crystal shape.

Can you turn my 2D image into a 3D image?

Yes, our highly skilled and trained designers are working with the latest software and laser technology for image conversion to turn 2D images into 3D images. We make it easy for you - just give us your photo and we do the rest.

Can you engrave a 3D image like a motorcycle?

Yes, we can. It is also possible for a 3D designer to compile 3D data on his computer and later on engrave into a crystal.

Can you turn my company logo into a 3D logo?

Yes, we can take simple logos or graphics and laser them on to the glass in 3D. If the logo you send is not a 2D illustration or is made of complex color gradients, it may not work. If you have questions about your logo, email us at

How should i clean my photo crystal?

Dust can act as an abrasive and can scratch the surface. Make sure you only clean with a mild detergent and use a lint free cloth for drying. If you notice that your crystal has a haze or clouding look to it, gently swab the surface with cotton balls saturated with warm water or white vinegar. If the cloudiness persists, try cleaning the crystal with a hard water stain remover such as CLR or Lime Away, but be careful to rinse the solution away quickly to stop the acid from penetrating the crystal.

When cleaning, make sure you have a rubber mat in the sink bottom, or a towel just in case your hands are slippery and your photo crystal drops. Avoid soaps with lemon or bleach additives as they can harm the surface of your photo crystal.

Your laser engraved photo crystal is a beautiful keepsake that can be handed down from generation to generation. Taking these extra steps will preserve your photo crystal for years.

Will the image vanish inside the glass or will it change color?

The image stays the same in its brilliance and appearance. It will not turn yellow or change its look. The picture stays in the glass for eternity. Except, if you should heat it over 500°.


What types of image file formats do you accept?

Our system can process almost any image file format. The most common file formats include JPG, JPEG, GIF, TIFF, BMP, and PNG. If your file format is not listed here, contact us at and we will let you know if your image format is compatible.

How do I upload my photo?

While customizing your crystal, click on the 'Choose File' button under Upload Your Picture. A window will open, allowing you to browse through images stored on your computer. It is the same process as uploading a picture to your email. You can upload only one (1) picture.

We recommend uploading files between 100kb and 5MB for the best picture quality. Our website has a size limit of 5MB so if you would like to upload a photo larger than 5MB, please send it as an email attachment to

What if I can't upload my photo to your website?

If you are having difficulty uploading, you can send an email with your photo as an attachment to

Will the background of my photo show up on the crystal?

If you order a flat crystal, the background will be included in the crystal engraving. If you choose a 3D crystal engraving, our designers automatically remove the background.

Can I include more than the recommended number of figures?

The recommended number of figures (people, animals, and inanimate objects) varies depending on the shape and size of your crystal. With small and medium crystals, we usually cannot add more figures because of space limitations; it would negatively affect the detail and clarity of the engraved image. With larger crystals, you do have the option of adding more figures for an additional fee.

Are there any photo quality restrictions?

Although we accept most photos, the higher quality the better. Photos should have a light background and avoid blurry or dark photos, . In the rare circumstance we cannot use your photo for 3D engraving, we will contact you for a different photo.

Can I see a proof before ordering?

We do not offer proofs for individual orders. Since our designers do their best to match the 3D engraving to the submitted image, your photo serves as the proof.


How do I order online?

To start, click the 'Buy Now' button on any of our items.

We will ask you for the following.

  1. Upload you image - Required.
  2. Choose a crystal size - Required.
  3. Select whether you want to engrave a line of text - Optional.
  4. Add a line of text - Optional.
  5. Add a note to us of anything you want us to know - Optional.

Next, choose the quantity of the same item and engravings you want to order.

Finally, click 'Add To Cart' to get to the Check Out page where you can complete your order.

How long does it take to process my order?

The order process - which is the number of days we need to produce your crystal - takes between Two to Three (2-3) business days.

Note: During the busy holiday season, the processing time is subject to change.

What if I want a specific layout?

If you have a specific layout in mind, we encourage you to share your idea with us. You can either use the 'Special Instructions' section to describe in detail where you want the image and text placed on the crystal or you can draw a mockup to upload in the photo section of the order form.

Can I change my order?

You can change your order as long as it has not been processed. Processed orders have already been sent to our designers and cannot be changed.

If you decide to change your order, contact Customer Service immediately at 1-516-253-5252. One of our Customer Service reps will let you know the status of your order and if you can change it.

Can I cancel my order?

Since the crystals are personalized, we can only cancel an order before it is processed. If you would like to cancel your order, please contact us via phone or email as early as possible and we will let you know if the order can be cancelled.

Do you offer rush service?

Yes, we do. Since every order is customized, the 2-3 business days processing time is standard. Rush orders can be processed in as little as 1 business day for an additional charge. Contact customer service for details.

Did you receive my online order?

Once we receive your order, we will send you an order confirmation via email. If you do not receive an order confirmation, please contact us.

You will also receive a shipping confirmation on the day your order is shipped. Our shipping confirmation includes your tracking number with clickable links for easy tracking.

Why didn't I receive an order confirmation?

If your order was successfully placed on our website, you should receive an order confirmation via email. If you didn't receive the email, check your spam and junk folders to make sure the email didn't get stuck. If you still can't find the confirmation, there may be an error in your email address. You can email us at and we will resend the confirmation.

What if I have a special request with my order?

All special requests should be placed in the 'Special Instructions' section during checkout. We do our best to meet all of our customers' special requests. However, if your request is not possible, we will contact you directly to let you know.


How will my order ship?

Our normal shipping method is USPS Parcel Post, which generally arrives within 3-7 business days AFTER we processed your order. We do not ship or deliver on Saturdays and Sundays.

If you need a rush shipment on your order, we offer USPS Priority Mail, USPS Express Mail, UPS Next Day Air, UPS 2nd Day Air, and UPS 3 Day Select for express shipping methods. You can upgrade to an express shipping method at our checkout page. Our standard shipping and handling includes insurance.

When will my order be delivered?

Your delivery time depends on which shipping method you select. When calculating delivery time, remember all orders have a 2-3 business day processing time in addition to the UPS shipping time.

UPS Ground: 3-4 business day processing time + 5-7 business day shipping time = 7-10 business day delivery time

UPS 3 Day Select: 2-3 business day processing time + 3 business day shipping time = 5-6 business day delivery time

UPS 2 Day Air: 2-3 business day processing time + 2 business day shipping time = 4-5 business day delivery time

UPS Next Day Air: 2-3 business day processing time + 1 business day shipping time = 3-4 business day delivery time

Please note: The above does not apply to Alaska, Hawaii, and Canada.

What are your shipping rates?

Our system calculates shipping rates based on the weight of the item and your zip code. At the checkout page you will have a chance to see the different shipping options and their rates. In addition, each item has its weight listed in the Specs section of the description.

Can I pick up my order?

We do not allow pick ups at this time

Can I change my shipping address?

If your order has not shipped, we are able to change your shipping address in our system. If it has shipped we can't change it anymore.

Do you ship to PO Boxes?

Yes, we do. All orders shipping to a PO Box will be sent via USPS Ground.

Do you ship to APO addresses?

Yes, we do. All orders shipping to APO addresses will be sent via USPS Ground and have a longer delivery time.

Do you ship to Canada?

Yes, we ship to Canada via USPS Parcel Post, shipping rates does not include any applicable duties due to Canada Customs.

Canada Customs requires Canadian recipients to pay applicable duties and taxes on each shipment entering Canada. These charges may include PST, GST, HST, duties, and other taxes of goods (like excise tax).

Please note: orders over $200CAD may incur additional fees.

Do you ship internationally?

Yes, we ship to places all around the world!

Some areas we do not ship to (yet!) include: Africa, Bulgaria, China, Egypt, Ghana, Indonesia, Lithuania, Malaysia, Russia, Nigeria, Pakistan, Romania, Southwest Asia, Turkey, Ukraine, and Yugoslavia. If you are unsure if we ship to your country, send an email to and we will let you know.

Are there any restrictions with international shipping?

Before we can process an international order, please fax or email either a photo of your credit card or a copy of your credit card billing statement. For your troubles, we will deduct $3 from your order total. International orders cannot be refunded or returned.

Treasured Crystals is not responsible for custom fees, duties, or taxes.

Holiday Shipping

Will I receive my order by Valentine's Day 2016?

To receive your crystal before Valentine's Day 2016, please place your order by the following dates:

  • By February 2nd - UPS Ground
  • February 4th - UPS 3 Day Select
  • February 7th - UPS 2nd Day Air
  • February 8th - UPS Next Day Air


If you place your order after the deadline, we cannot guarantee delivery by Valentine's Day.

Please note: The above does not apply to Alaska, Hawaii, and Canada.

Will I receive my order by Mother's Day 2016?

To receive your crystal before Mother's Day 2016, please place your order by the following dates:

  • By April 26th - UPS Ground
  • April 28th - UPS 3 Day Select
  • May 1st - UPS 2nd Day Air
  • May 2nd - UPS Next Day Air


If your order is placed after the deadline, we cannot guarantee delivery by Mother's Day.

Please note: The above does not apply to Alaska, Hawaii, and Canada.

Will I receive my order by Father's Day 2016?

To receive your crystal before Father's Day 2016, please place your order before the following dates:

  • By June 7th - UPS Ground
  • June 9th - UPS 3 Day Select
  • June 12th - UPS 2nd Day Air
  • June 13th - UPS Next Day Air


If you place your order after the deadline, we cannot guarantee delivery by Father's Day.

Please note: The above does not apply to Alaska, Hawaii, and Canada.

Will I receive my order by Christmas 2015?

To receive your crystal before Christmas 2015, please place your order by the following dates:

  • By December 14th - UPS Ground
  • December 16th - UPS 3 Day Select
  • December 17th - UPS 2nd Day Air
  • December 20th - UPS Next Day Air


If your order is placed after the deadline, we cannot guarantee delivery by Christmas.

Please note: The above does not apply to Alaska, Hawaii, and Canada.


What are my payment options?

We accept all major credit cards including American Express, Discover, Mastercard, and Visa. We also accept PayPal and Amazon. In addition we also accept LayAway Plans and FuturePay (Buy now pay later).

Why was my credit card declined?

There are several reasons why you may get an error message while trying to process your order. Double check that your phone number, zip code, and CVV number from your credit card are all correct. If all information is correct, try calling your credit company. Some companies ask you to verify large purchases before placing an order.

Coupons & Discounts

How do I redeem my coupon code for your store?

To redeem, enter your coupon code in the 'Discount' box on our checkout page. Click 'Apply' and the discount will be applied to your order.

Limit is one (1) coupon per order.

Do you offer military discounts?

As thank you for their continued service and dedication to our country, we are happy to offer a 15% discount to all active and retired military personnel.

To get the discount, military personnel can click on 'Get My Discount' button under 'We Honor Our Military' section of the shopping cart page. A window will popup asking you for some information that will prove your military status, please follow directions and provide the requested information. Once your status is verified you will get a discount code you can use at checkout to discount your order.


What is your return policy?

We are confident that our products will meet or exceed your expectations though we do offer a 7-day return or replacement on all online purchases for products that have defects. Re-shipping charges 35% will be applied to all replacements. Returned items must be in their original condition and packaging. Contact us to request a Return Merchandise Authorization (RMA) number in order to ensure proper replacement.

Site Security

Do you store my credit card information?

No, we never store your credit card information. Your credit card number is only captured during the check out process while our system 'talks' to our payment processing gateway. Once the order is placed, we no longer have access to your credit card information.

Is it safe to purchase online from your site?

The transfer of sensitive information on Treasured Crystals's website is always protected against theft or misuse. When purchasing online, a solid key with a locked padlock icon will appear in the lower left of your browser window, which indicates that your transaction session is secured through Secure Socket Layer SSL Certificate.

Is my information safe?

The security of your personal information is very important to us. We will never sell or rent your personal information to any third parties under any circumstances. We value your trust and will work hard to protect the security and privacy of any personal information provided to us.


What are your business hours?

We are in the office Monday through Friday, 9am to 5pm.

For your shopping needs, our online store is open 24/7.

What if I don't see the answer to my question in your FAQs?

If you can't find your answer, we encourage you use our Contact Us page which is a quick and easy form to voice your questions and concerns.