Q: Is personalization for photo crystals FREE?
A: Yes. No hidden fees. We do NOT charge any personalization fee for Color Photo Crystals and Laser Engraved Photo Crystals.
Q: What's rush service? How to add rush service when I place an order?
A: We don't want to keep you waiting even though we customize each gift for you. Laser engraved photo crystal is what we do best and fastest, so we offer rush service for any 2D engraving crystal products. The production time for rush service is 1-2 days. You just choose rush service option on the product web page when you shop online. We will ship the items to you in 1-2 days.
Q: How do I order online?
A: Browse the categories, select the product you want and add it to cart. For personalized photo crystal, you can choose the crystal type you want, upload your picture online or send it to email@example.com before adding it to your shopping cart. Complete all the steps in the checkout process until you submit your order and see a sales receipt shown on the page. We prefer orders be placed online. If it is difficult for you to order online, please call our toll free number 877-615 5176 to order over the phone
Q: How do I cancel an order?
A: An order of non-personalized product can be cancelled only before it is shipped. An order that is a personalized product can only be cancelled before it is processed. You may cancel your order by phone or email.
Q: How do I modify my order?
A: Order(s) may be modified by email or telephone and only during our normal business hours, which are 8:30AM – 4:30PM PST, Monday through Friday. Depending on the status of the order, adjustments may or may not be possible at all.
Q: Do you take orders from corporations or resellers?
A: Yes. Contact us directly if you are interested in purchasing a large quantity of products for your business/organization or if you are interested in being our reseller partner. We will offer you significant volume discounts.
Q: Where do you ship?
A: We ship to Canada, and every address in the United States - including PO Boxes and military addresses.
Q: What shipping methods are available?
A: We have four shipping methods for orders sent to addresses within the United States: US Priority Mail (arriving 2-3 days after ship date); US Flat Rate Priority for less than 4 units in one order (arriving 2-3 days after ship date); USPS Express Mail Overnight (arriving 1 day to most places after ship date), and FedEx Ground (arriving 2-5 business days after ship date). In addition, we offer FedEx international ground to Canada (arriving 3-5 business days after ship date). Please note that you are responsible for all extra delivery charges, duties, taxes, Customs fees, and any other charges or fees that may be incurred by shipping products to Canada.
Q: What payments do you accept?
A: We accept Google Checkout (US orders only), PayPal, and credit cards including Visa, MasterCard, American Express, and Discover.
Q: Why was my credit card transaction declined?
A: There are several reasons why you may get an error message stating that your transaction was declined. Check to see that the zip code or CVW code is correct. You can simply go back and retry. If you do not understand the error message, you should call your credit card or check card customer support and ask them why they declined the transaction. The most common reasons include insufficient funds, over the credit limit, or risk control.
Q: How do I redeem your store coupon?
A: Enter the coupon code in the Coupon code box at the bottom of "Your shopping cart" page, and click on Submit. The TOTAL on this page will then reflect the discount applied. You can only use one coupon per order.
Q: How do I order and redeem your gift certificate?
A: When you order gift certificates, our checkout system generates a unique gift certificate code. This code is emailed to the recipient along with the purchaser's personal message. To redeem a gift certificate, select Gift Certificate as payment method on the page of Checkout Step 1 of 2 and continue. Then enter the gift certificate code on the next page (Checkout Step 2 of 2) and submit your order. The amount on the gift certificate will automatically be applied to your order total. If the gift certificate is not enough to pay for the total order, you can pay the remaining balance with a credit card, Google checkout (US only), and Paypal.
Q: What is your return policy?
A: We are confident that our products will meet or exceed your expectation. We offer a 14-day return or replacement on all online purchases for products that have defects. Re-shipping charges apply to all replacements or exchanges. 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 credit for returns.
Q: Do you store my credit card number?
A: No, we do not store your credit card number unless you request us to keep it on file for future use. Your credit card number is only captured during the check out while our system talks to our payment processing gateway. It is not stored in our system.
Q: Is it safe to order online from your site?
A: The transfer of sensitive information on Goodcount.com 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, indicating that your transaction session is secured through Secure Socket Layer (SSL). SSL is a widely used measure of security on the Internet.
Q: Is my information safe with you?