FAQ
CANCELLATION AND RETURN POLICY
Please contact us as soon as possible if you need to cancel your order. If you need to cancel your order after we have already put together and sent you a proof (but before going into production), we will refund your order minus a $10 CAD design fee. Orders that have been approved and gone into production cannot be cancelled. Due to the nature of each of our items being fully personalized, we cannot accept returns.
Can I get the engraved area to be black/gold/silver/coloured?
Unfortunately with laser engraving it is not possible to modify the colour of the etch. Laser engraving works by removing the top layer of the material being engraved, so the colour of the etch is dependent on the material. Engraved areas on glassware will look frosted, and items like coloured metal will reveal the metallic silver of the metal beneath. Please take a look at our example photos and customer submitted pics for how the etches look!
Why laser engraving vs vinyl stickers?
Many sellers offer personalized items that use vinyl stickers. These are placed on top of the item (like wine glasses) and are like stickers. They are not permanent, will eventually peel, and you need to take great care while washing to not damage the sticker. Vinyl stickers are not dishwasher safe. Laser engraving on the other hand creates the design by removing the top layer of the material, and actually marks into the item being personalized. This means your design is completely permanent and will not fade or peel, and glassware items are fully dishwasher safe!
I placed my order but it has not shipped yet!
Our current production time is 3-5 business days after proof approval. We aim to ship out all orders within 4-6 business days of receiving the order, but since all orders are fully personalized, we cannot start production until you approve the proof we send you within 48 hours of placing your order! Please be sure to check your email to approve your proof. If you do not approve your proof within 24 hours of us sending it to you, it may delay the production timeline beyond 4-6 business days.
Can I pick up my order to save on shipping costs?
Of course! We are located right in the village of Athens, Ontario. Feel free to select local pickup and you can come pick up your order right from our home workshop once it's ready for you! If you'd like to pay by cash or e-transfer for your pick up order instead of credit card/paypal, please send us an email at info@epicut.ca and we can set that up!
Are orders shipped with insurance? What do I need to do if my order arrives damaged?
Yes! Due to the fragile nature of our items, all orders are shipped fully insured. If any part of your order arrives damaged or broken, please keep the order and ALL PACKAGING (including the bubble wrap and box!). Send us a message with a photo that shows the broken item and the packaging, and we’ll get the insurance claim started and working on your replacement as soon as possible! Please note you MUST contact us sooner than 10 days after tracking shows your order as delivered (don’t wait to open up your order after receiving it!) - otherwise insurance will no longer cover the claim and we may not be able to replace your order anymore.
I already have a design or image in mind, what type of file can you work with?
The ideal file type for engraving is a one-colour vector file, with the areas you would like engraved with any fill colour and no strokes, however we can convert almost any file for you! We do not charge a separate artworking fee to convert files, and high-res .pngs, .pdfs and .jpgs are all great to work with as well. If you have a CLEAR photo of a design to reproduce, we can usually work with this as well. Feel free to send us your file before purchasing and we can tell you if we can work with it!
By sending us a file, you are agreeing that you either own the copyright to any images, photos or designs that you upload or that you are fully licensed by the copyright owner to upload the file and to make any subsequent use of it.