Customer care

About Customizing Crystal

· Are these crystal products break easily?

All of our engraved products are made from high-quality crystals, which means they are pretty fragile. However, as long as you handle your crystal with care and display it somewhere safe, it should last for over a lifetime!

· Will the image inside my crystal wear out or get discolored over time?

Nope, never! As long as your crystal remains intact, the image inside will be safe from any kind of fading, deterioration, or discoloration.

· What's the difference between 2D and 3D photo crystals?

2D crystals are also known as photo crystals, which are two-dimensional in nature and do not have any depth. When viewed from the front, 2D products show the photo, However, when they are viewed from the side, they simply display a straight line, normally most of the 2d photo crystals are sleek and flat in shape.
3D photo crystal products are 3-dimensional, covering 180° texture and features of the object in 3D. Check out our 3D products online, all of our 3D crystal blocks are thick and solid with at least 20mm - 100 mm thickness to cover the 3D effects.

· Do I need a light base?

We recommend you should purchase a light base unless you have a lighted place to display your sub-surface engraved crystal. The ability to make the engraving glow is the main reason 3D photo crystals are so popular. A luminous and color-changing base can make your 3D crystal exude charm even in the dark.

· Light Base Size Guide

About Payment

· Which payment methods do you support?

We support credit cards as well as PayPal. All payments must be made in full before shipment.
To place a payment, you just need to simply click on either the 'Continue To Checkout' or the 'PayPal Checkout' buttons in the shopping cart. After that, you can select the relevant payment platform.
Credit card users can pay with:
Visa
MasterCard
Maestro
American Express
Diners Club
Discover
* We do not support Direct Debit Cards or Prepaid Credit Cards for now.

· Why my payment failed?

If you received a message that your payment did not go through, please check your billing information and personal information. Make sure the information you have entered matches your credit card.
If all details are correct, please try to pay via PayPal. Don't worry, you can use their services even you are not a registered member of PayPal.
You can also use a different credit card or try again a few hours after your initial attempt.

About Order

· Can I change my order after I already placed my order?

Please contact our customer service team. We hope you know that every customized product is made carefully according to the order requirements. So all canceled or changed orders(after 24 hours) of personalized items will cost a 20% restocking fee.

· Can I cancel my order?

- Please contact our customer service team here（support@3dcrystalmemory.com)
- Once your order has been submitted we will immediately begin production on the personalized items.
- If you would like to cancel or change your purchase, it is free within 24 hours.
- Please note that on all canceled or changed orders(after 24 hours) of personalized items, there is a 20% restocking fee.
- The account you used to purchase your items will be refunded. It may take up to 3 business days from the day your refund was approved.
- Please note that you couldn’t cancel or change your purchase once we ship out your order.

· What is your return policy?

We are honored that you can choose to buy our products. However, we also understand that in some special circumstances, you may need a return and exchange.
We provide solutions for various situations, you can click this link to read the details: https://www.3dcrystalmemory.com/return-policy

Shipping & Tracking

· How to change my shipping address?

- Please note we only can change the shipping address before the package ships out. You can email our customer service team to change the shipping address for you.
- Please see the following for more complete shipping information:
Recipient
Street
Number/ PO Box
City
State
Zipcode
Country

· I haven’t received my order?

- The first thing you should do is double-check the current delivery status of your order.
- You can enter your order number and your email address right here to find out if your package is still in transit.
- If it says your package was delivered, contact your neighbors to make sure it wasn’t dropped off at the wrong address by mistake.
- Please email us support@3dcrystalmemory.com if you still have any problems.