FAQs

Ordering, Payment, and Shipping

1. How do I order online?

To order an item, input your order quantity and click "Add to Cart" to place the item into "Shopping Cart". To complete your order, click “Proceed to Checkout” in the “Shopping Cart” page. Finally, go to the “Checkout” page to provide your billing and shipping information. To order a personalized item, you will be asked to upload a photo or your artwork. After uploading the photo or your artwork, you can choose to customize the item by adding text, formatting the layout, text style, etc. After adding your details and instructions, input your order quantity and place the item into "Shopping Cart", and then proceed to "Checkout" for completing your order. To order multiple items, add all of the items into "Shopping Cart" and complete the "Checkout" process.

2. How do I know if you received my order?

Once we receive your order, we will send you an order confirmation via email. You will also receive a shipping confirmation email on the day your order is shipped. Our shipping confirmation includes a tracking number with a hyperlink for easy tracking.

3. Why didn't I receive an order confirmation?

You should receive an order confirmation via email if your order was successfully placed on our website. If you didn't receive the email, please check your spam or junk folders to make sure that the email wasn’t lost. If you still can't find the confirmation email, there may be an error in your email address or your order wasn’t successfully placed on our website. You can email us at sales@ellisigifts.com and we will resend the confirmation email if your order was successfully placed on our website.

4. Can I change or cancel my order?

An order can be changed or cancelled by email or telephone as long as it has not been processed or shipped. For a personalized item, the processed order has already been sent to our designers and can’t be changed or cancelled. If you decide to change or cancel your order, please contact our customer service as early as possible. We will let you know the status of your order, and if the order can be changed or cancelled.

5. How long does it take to process my order and receive my finished item?

If your order includes a personalized item, usually 3-6 business days is needed to process your order and make your personalized gift before it can be shipped. A personalized 3D photo crystal takes more time, usually 5-10 business days before it is ready for shipping. During the holiday season, the processing time is subject to change. Since each item is different and often each order contains special instructions, production time during holidays varies. In addition, the shipping service you select will also determine the time for receiving your finished item.

6. Can I see a sample before ordering?

We do not offer individualized samples before ordering. For bulk orders of 25 or more, we will provide a sample upon request.

7. Do you take international orders?

Only US destinations are accepted, we don’t take international order at this time.

8. Do you offer rush service?

We don’t offer a rush. Every order is customized and needs time for processing and designing. A personalized item will take several days to be processed and made.

9. What are my payment options?

We accept all major credit cards including Visa, MasterCard, Discover, American Express, etc. We also accept alternative payment methods, such as Apple Pay, Google Pay, PayPal, and Amazon Pay. For a PayPal or Amazon Pay user, you can login your PayPal or Amazon account to pay your order when you checkout on our site. Google Pay works on any Android smartphone (Samsung, HTC, LG, and Motorola, just to name a few) running the KitKat OS (Android 4.4) or higher. Apple Pay works on compatible Apple devices including iPhone (iPhone 6, iPhone 6 Plus, and later models), Apple Watch (with iPhone 5 and later models), and iPad (iPad Pro, iPad Air 2, iPad mini 4, iPad mini 3, etc).

10. Why was my credit card transaction declined?

There may be several reasons for why your transaction was declined. Double check that the phone number, billing address, zip code, card number, cardholder name, expiration date, and CVV number provided are all correct, and then go back the order page and try again. If all information is correct, please try calling your credit company. Some companies ask that you verify large purchases before placing an order. If you are still having trouble, contact our customer service at customerservice@ellisigifts.com.

11. Shipping Service Selects

We use USPS and UPS for all of our shipments. An order is shipped by default via USPS Priority Mail or UPS Ground. In most cases, the expected delivery time by using USPS Priority Mail is 3-5 business days after shipping and is based on origin, destination and drop-off time. The expected delivery time by using UPS Ground is generally 4-6 business days after shipping. USPS Ground Advantage is a USPS ground service that offers low rates for large or heavy packages. USPS ground delivery service takes longer than USPS priority Mail and UPS Ground. For small or lightweight items, we also provide USPS Ground Advantage, which takes longer. If you need a rush shipment on your order, we offer USPS Priority Mail Express, UPS Next Day, UPS 2nd Day, and UPS 3rd Day selects for express shipping. Saturday & Sunday shipping or delivery is not available.

12. USPS ground delivery service

USPS Ground Advantage is a USPS ground service that offers low rates for large or heavy packages. USPS ground delivery service takes longer than USPS priority Mail and UPS Ground.

13. USPS First-Class Mail

For USPS First-Class Mail, USPS First-Class Mail Letter and USPS First-Class Mail Large Envelope have no tracking. We recommend USPS Ground Advantage for shipping small or lightweight items if you want to use USPS ground service for your shipping.

14. What is the shipping rate?

We use USPS and UPS for all of our shipments, and the shipping rates are real-time shipping rates calculated directly from USPS and UPS according to product weight and dimension, as well as shipping destination. 

15. How to reduce my shipping cost?

The real-time shipping rate from USPS and UPS most accurately reflect actual transit cost, and is based on the product and shipping address for a package. The cost includes the postage, order consolidation, verification, and sorting/packaging, etc. To reduce your shipping cost, do your best to group your items into one shipping package. For example, you order an item from our website and complete the checkout, the shipping fee from UPS is $8.95, and then you order another item, the shipping fee for this item is $9.45. If you add all your items to Shopping Cart, and check out them together as one order, the total shipping cost for these two items may be $10.95 only.

16. Can I change my shipping address?

If your order has not been shipped, we are able to change your shipping address. If it has been shipped, we will contact USPS or UPS for the status of your shipment and see if it’s possible to change the address. If yes, a change fee will be applied by USPS or UPS and the delivery time will be delayed.

17. Can I order online and pick up my order at your display kiosk?

Personalized gifts ordered through our website cannot be picked up at our display kiosk. According to the policies from Ross Park Mall, our kiosk is only for displaying our product samples.

Images and Text

1. Is there any photo quality restriction for a personalized photo item?

The general rule is the better quality of the photo, the better quality engraving or printing it will provide for. Although we accept most photos, the higher quality the better. It is best to avoid blurry or dark photos. If the photo is slightly out of focus, too small, too dark or too bright, it will be challenging for us to design and produce. However, our photo editors will employ every photo shop technique to enhance your photo, usually it is not impossible to create an acceptable personalized photo item. If we think your photo will not create a high-quality item, we will contact you for a different photo.

2. What image file format do you accept?

Our system can process many image file formats, the most common including JPEG, JPG, GIF, BMP, PNG, TIF, and TIFF etc. If your image file format is not listed here, please contact us at customerservice@ellisigifts.com and we will let you know if your image file format is compatible.

3. How large can the image file be?

Some file formats will compress a large image to create a smaller file size for uploading. The higher compression ratio you use, the more image quality will be lost. Your file shouldn’t exceed 5 MB, and the file size should upload fairly quickly if you have DSL or cable internet connection. If your image file is too big to upload or email, you can copy the file to a CD-R disk and mail it to us.

4. How do I send my digital photo to you?

You can simply upload your digital photo through our website or send it by email. We recommend uploading files between 150KB and 5MB for the best picture quality. If you would like to upload a photo larger than 5MB, please send it as an email attachment to sales@ellisigifts.com.

5. What should I do if I don’t have a digital photo?

You can mail us your original hardcopy photo and we will scan it for you, and your photo will be returned with your finished item. You can also scan your original photo to create a digital image file by yourself, and send the digital photo to us.

6. What resolution should I scan the photo?

Usually 300 dpi is acceptable for a small-sized photo item. For enlarging a large-sized photo item from a small photo, 600 dpi would be better.

7. Can I send the file from my digital camera storage card?

Yes, as long as the image file is in a JPG format, we can use it.

8. Can you combine people and pets from different photos?

Yes, we can. Depending on the size of the item you select, we can combine multiple people and/or animals from multiple photos to fit into one item. After we receive the images, text and layout instructions you send us, we will create a draft layout for your approval.

9. What should I do if I want a specific layout or have a special request with my order?

We encourage you to share your idea with us if you have a specific layout in mind. You can describe in detail where you want the image and text placed or you can send us a mockup you draw. We do our best to meet all of our customers' requests. However, if your request is not possible, we will contact you directly to let you know.

10. Can you add a symbol to my text?

Yes, we can include symbols in the text. If you would like to include a symbol, please give us a 'Special Instructions' or send us the symbol.

11. Can you include more than two lines of text for an item?

Yes, you have the option of engraving, etching or printing text along with your images, logos, or graphics. After we receive the image, logo, graphic, text and layout instruction you send us, we will create a layout for your approval.

12. What font options are available?

We offer five different font options for text: Arial, Blackadder, Georgia, Monotype Corsiva, and Script. We also provide other options according to our own designs.

13. Is there a character limit for text?

We have a character limit (including spaces) for text. We recommend this character limit because it works best with most items and designs and doesn't detract from your images. Especially in smaller items, longer text might interfere with the image(s) since there is less space for the engraving, etching, or printing. Although we recommend a character limit, you can add more characters and there is no additional charge.

3D Photo Crystals

1. What materials are the transparent crystal blocks made out of?

The transparent crystal blocks used for 3D photo crystals are hiqh-quality optical glass.

2. Why should I make a 3D photo crystal?

Your favorite photo can be engraved and eternalized in an optical crystal. As opposed to a traditional photo, your engraved photo crystal image will never fade or change color, and your 3D image becomes a timeless piece!

3. Can you make a 3D image from a standard 2D photo?

Yes, it is possible to laser a three-dimensional image from a standard photo. By means of a sophisticated computer software program, your photo can be modeled into a 3D design, which is etched with high quality laser into a flawless piece of optically clear solid crystal.

4. Can you engrave a 3D image like a car or a building?

Yes, it is also possible for a 3D designer to compile 3D data and engrave it into a crystal block.

5. Can you turn my company logo into a 3D logo and laser it into the glass?

Yes, simple logos and graphics, which are not made of complex color gradients and are not a two dimensional illustration of a 3D object, can be simply extruded and engraved into glass in 3D. If you have any question about your company logo, please email us at customerservice@ellisigifts.com.

6. How many figures you can engrave in a photo crystal?

The number of figures (people, animals, and inanimate objects etc.) varies depending on the shape and size of your photo crystal. Because of space limitations on small and medium crystals, we usually don’t add more figures to avoid negative effects on detail and clarity of the engraved images. With larger crystals, you do have the option of adding more figures for an additional fee. For best results, we suggest following the recommended number of figures.

7. Will the background of my photo show up on the crystal?

For a 3D Photo Crystal, the background in a standard photo will be removed.

Gift Cards

1. Can a gift card be used more than once?

Yes, provided there is still a balance remaining on the card.

2. Can more than one gift card be used towards a purchase?

Yes.

3. How do I check the balance?

The balance is displayed beside the gift card when applied to a cart during checkout. You can also check the balance by visiting the unique gift card link sent via email.

4. Can a gift card be used to pay for shipping and taxes?

Yes, gift cards are applied to the final order total which includes shipping and taxes.

5. Can I apply a discount code to my gift card purchase?

Most discount codes cannot be applied to gift cards. The exception is a product specific discount code where the product is a gift card.

6. Can gift cards be used in conjunction with a discount code?

Yes, gift cards are a form of payment.

Others

1. What are your business hours?

Office Hours: M-F 8:30am-4:30pm

Online Shopping: 24/7

2. What should I do if I don't see the answer to my question in your FAQs?

If you can't find your answer or have any other question and concern, please contact us through email at customerservice@ellisigifts.com.