Frequently Asked Questions

What if I can't upload my photo to your website? If you are having difficulty uploading the image, then image you are uploading may be too big or too small for our website to capture. We suggest that you place the order without adding the image. When you add your crystal to the cart, with no image, you will be prompted on how to send us the image. You can send an email with your photo as an attachment to info@3dcrystalplanet.com

If you order a flat crystal, the background can be included in the crystal engraving. Just be sure to request this in the special instructions section. If you choose a different shape, our designers automatically remove the background. If you would like to include the background in an engraving, please contact our customer service team with your image and we will advise on the image. Please be sure to specify any instructions you have to the designers in the "Special Instructions" section upon placing an order. If the customer does not write in the Special Instructions Section, the designers have free will to move around the image and text, to allow for best possible outcome of crystal.

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.

Although we accept most photos, the higher quality the better. It is best to 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 and the reasoning for the denial of the photo.

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. If you really must see a proof, please specify in the ‘Special Instructions’ section. Do keep in mind that if a proof is asked for, the production period becomes prolonged. If you are not happy with the proof and would like to swap out the image, there would be an extra $30 charge to swap out the original image.

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. One of our Customer Service reps will let you know the status of your order and if you can change it.

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.