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Etched Glass Designs Frequently Asked Questions

How do I place and order?

You may use our secure shopping cart. We also accept orders over the phone, email or fax.  If you have artwork for your order, please indicate that in the custom etching textbox.  You will need to send it to us via email at info@etchedglassdesigns.com.

How does it work?

You will place your order and we will send a proof to you via the email you provide in your order.  You may make any changes and we do not start production until you approve the design.

I have an idea of what I want, but don't know what to ask for.

Please call us to discuss your needs.

How long is the production time?

Normally one to two weeks. If you are working under a deadline of less than 10 business days, email or call us to confirm a delivery date.

What methods of payment do you accept?

We accept credit cards Visa, MasterCard, Discover, and American Express, all through a secure PayPal process.  We can also accept purchase orders from most established organizations for orders over $200 with 50% down. We also accept checks from most established businesses.

Can I supply my own artwork?

Yes, you can. All of our products are engraved using the deep-etch process known as sand carving. We require high resolution solid black and white artwork. Gray scale, color, or halftone images cannot be reproduced. Artwork should be in .eps or .ai format.

What if I don't have the right kind of artwork file?

Send us what you do have and if it is not suitable for engraving our graphics department can create the proper type of artwork from almost any low resolution image. A $75 per hour design time fee may apply for this service.

Is there a minimum order?

No. We can do one to one thousand!

Is there a return policy?

Etched Glass Designs wants you to be totally satisfied with your purchase. If for some reason, you are not satisfied and are considering a return, please make sure you read all of our returns policy. To return an item you must call our customer service department and obtain a Return Merchandise Authorization Number (RMA). Sending an item back without an RMA cannot be accepted and will be returned to you.

If you return an item, it must be postmarked within 30 days of your original order date. No items will be accepted for returns after thirty days for any reason.

Only blank items may be returned. If you personalized any item with a monogram, initials or name of any kind, it is not returnable.

Only items without logo imprinting are returnable. If you added your logo to any item, it will not be accepted for return.

Shipping costs are non-refundable. This includes the original shipping cost to deliver the item to you and the return shipping to send us the return.

A 20% restocking fee will be charged for any merchandise not returned in original condition and original packaging.

If you have any questions about returning an item, please contact us at (505) 883-1136.

Please be aware that minor air bubbles, flow lines, and slight bumps are inherent to all glass and crystal products and these are not considered defects.

What if I receive a damaged item?

Etched Glass Designs makes every attempt to ensure your order is packaged property. If your order arrives damaged, email or call us immediately and save the packaging and the damaged items. Notify UPS as soon as possible- they will examine the packaging and the damaged item as part of their investigation. Email us to get a return authorization number before returning any items.

What's the best way to contact you?

We suggest you call us at (505) 883-1136, so we can expedite your request.  Our normal hours are Monday-Friday 9am-4pm MST.  Also, you can email at info@etchedglassdesigns.com.  We make every attempt to return emails on the same business day we receive them.

How do you ship orders?

We ship via USPS to locations within the continental United States. At this time we do not ship to AK, HI, military bases or internationally.  Due to our central location, shipping time for most of the United States is 4 business days or less. Shipping charges are straight published USPS rates. At checkout you will be presented with the exact USPS rate to have your order shipped.  Need faster delivery?  We can customize a shipping quote for you through UPS or FedEx.