FAQs

Ordering, Payment, and Shipping

1. How do I order online?

For an item you want to order, you will be asked to upload the picture, and you also have the option to add personal details for customizing the item, such as, two lines of text, any special instructions for the layout and text font style, etc. After adding personal details, put in the quantity you would like to order and then click "Add to Cart" button. To complete your order, click "Proceed to Checkout" button in "Shopping Cart" page and go to "Checkout" page for providing your billing and shipping information.

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 on the day your order is shipped. Our shipping confirmation includes the tracking number with clickable link 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 didn't get stuck. If you still can't find the confirmation email, there may be an error in your email address or you order wasn’t successfully placed on our website. You can email us at sales@ellisigifts.com and we will resend the confirmation if your order was successfully placed on our website.

4. Can I change or cancel my order?

The personalized order can be changed or cancelled by email or telephone as long as it has not been processed. 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 you can change or cancel it.

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

If the item you order is a personalized item or your order includes a personalized item, we need couple days to process your order and produce your personalized gift before it can be shipped, usually is within 1-3 business days. A personalized 3D photo crystal takes more time, usually is within 5-7 business days before ready for shipping. During the busy holiday season, the processing time is subject to change. Since each item is different and often each order contains special instructions, the production time varies. In addition, the shipping service you select will also determine the time for receiving your finished item.

6. Can I see a proof before ordering?

We do not offer a proof for individual order. For quantity order of 25 or more, we will send you a proof 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, because every order is customized, and needs the number of days to process and produce your personalized item.

9. What are my payment options?

We accept all major credit cards including Visa, Mastercard, Discover, and American Express, etc.

10. Why was my credit card transaction declined?

There are several reasons why your transaction was declined while trying to process your order. Double check the phone number, zip code, and CVV number you input are all correct, and then go back a page and retry. If all information is correct, please try calling your credit company, and some companies ask you to verify large purchases before placing an order, or 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 3-6 business days and is based on origin, destination and drop-off time. The expected delivery time by using UPS Ground is generally within 4-6 business days after the shipping. For a very little or lightweight item, we provide USPS First-Class Mail 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 First-Class Mail

For USPS First-Class Mail, only USPS First-Class Mail Parcel/Package has tracking, USPS First-Class Mail Letter and USPS First-Class Mail Large Envelope have no tracking. We recommend USPS First-Class Mail Parcel/Package for shipping a very little or lightweight item if you want to use USPS First-Class Mail for your shipping.

13. What is the shipping rate I should expect for ?

We use USPS and UPS for all of our shipments, and the shipping rates are real-time shipping rates which are caculated directly from USPS and UPS according to the products and shipping addresses. 

14. 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, you can save a lot for the shipping. 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 toal shipping cost for these two items may be $10.95 only.

15. 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.

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

Your personalized gifts which are ordered through our website can't be picked up at our display kiosk. According to the policies from Ross Park Mall, our kiosk is only for displaying some of 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 photo. If the photograph is slightly out of focus, too small, too dark or too bright, it will be challenging for us. But our photo editors will employ every photo shop trick to enhance your photo, and usually it is not impossible to create an acceptable personalized photo item. If we think your photo is not acceptable, we will contact you for a different photo.

2. What image file format do you accept?

Our system can process many image file formats, and the most common file formats include 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 will combine multiple people and/or animals from multiple photos to fit into one item. After we receive the images, text and layout instruction 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' special 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 more options according to our own designs.

13. Is there a text character limit?

We have a character limit including spaces. We recommend this character limit because it works best with most of items and designs and doesn't detract from your images. Especially in smaller items, longer text might interfere with the images since there is less space for the engraving, etching, or printing. Although we recommend the 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 to make a 3D photo crystal?

By subsurface engraving a photo into optical quality crystal, we eternalize your favorite picture. As opposed to a traditional photo, your engraved photo crystal image will never fade or change color, and your 3D image is now in 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 three dimensional design, and then the 3D design is etched with high quality laser into a flawless piece of optically clear solid crystal that can last forever.

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

Yes, it is also possible for a 3D designer of us to compile 3D data on his computer and later on engrave 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 lasered 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 crystal photo. With small and medium crystals, we usually don’t add more figures because of space limitations in order to avoid negative affects on the detail and clarity of the engraved images. With larger crystals, you do have the option of adding more figures for an additional fee. For the 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.

 

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