FREQUENTLY ASKED QUESTIONS
HOW LONG WILL IT TAKE FOR MY GLASSES TO BE MADE? WHEN SHOULD I EXPECT TO RECEIVE MY ORDER?
Before your order is built, we must first receive payment. The payment verification process can take up to 48 hours. After that, it typically takes 5 to10 business days to build an order. The time it takes to build an order may be extended if you order a large quantity or if you submitted particularly complex artwork. Additionally, if you request a proof, we will not begin building your order until you are satisfied with the proof.
If, after reading the above, you are concerned that your order will not arrive in time for your event, feel free to call us at (336) 308-0237. We may be able to expedite your order. There may be fees associated with expediting your order.
For more information on delivery transit times, click HERE.
WHICH SHIPPING CARRIERS DO YOU USE?
The vast majority of orders are shipped via USPS or FedEx. Our carrier choice is dependent on the destination, size, and weight of a shipment. We do everything we can to keep your shipping costs low while ensuring your order travels efficiently and securely. If your order is being shipped to an APO, FPO, or EPO, it will be shipped by USPS. International orders are shipped via USPS or FedEx International.
DO YOU SHIP TO LOCATIONS OUTSIDE OF THE UNITED STATES?
Yes. The customer is responsible for whatever the customs and duties fees are for their country.
HOW WILL I KNOW MY ORDER IS SHIPPED?
When your order ships, normally within one to two calendar weeks (and maybe longer during peak seasons), you will automatically be sent tracking information to the email address provided during checkout. Delivery time estimates are located under our Delivery link.
CAN I HAVE BOTH SIDES OF AN ITEM ENGRAVED? CAN I HAVE THE BOTTOM OF AN ITEM ENGRAVED?
Almost all items can be engraved on both sides. There is a fee associated with engraving the second side. This fee is automatically added while you are building your order, and you can view it in your shopping cart before checking out.
Items with smooth bases are compatible with bottom engraving. Not all of the items on our website have smooth bases. If you are interested in this service, we recommend you call us or email us at firstname.lastname@example.org. If you place an order specifying bottom engraving without first asking if your desired item is compatible with that process, your order may be impossible to build.
I JUST RECEIVED MY PROOF, AND IT LOOKS LIKE THE GLASS IS PAINTED! DO YOU PAINT GLASS OR ENGRAVE GLASS?
Quality Glass Engraving is a custom glass engraving company. We do not, under any circumstances, paint or print on glasses. The proof you received is merely a graphical representation of a potential layout for your requested design.
DO YOU ENGRAVE IN COLOR?
No, we do not engrave in color. The engraving process results in a silvery, frosted, semi-opaque image.
ARE ENGRAVING AND ETCHING THE SAME PROCESS?
No. Engraving is the process of physically cutting a design into an item, while etching uses a chemical process to achieve the same effect. QGE only uses environmentally friendly engraving processes. We do not use any toxic inks or chemical etching materials ever.
I HAVEN'T RECEIVED MY PROOF YET. WHEN IS IT COMING?
As stated on all of our product pages, average delivery for custom work is 1 to 2 weeks. You can expect to receive a proof 1 to 2 days before production begins.
WHICH TYPES OF ENGRAVING ARE FREE? HOW COMPLEX CAN MY DESIGN BE BEFORE I START INCURRING ADDITIONAL FEES?
Our free engraving service includes up to two lines of text and one simple, monochrome logo. We define a line as less than 35 characters. However, some items may not be wide enough for 35 characters. Here are some examples of simple, monochrome logos:
Complex or color logos, engraving of additional sides, and three or more lines of text will all incur additional fees.
HOW DO I UPLOAD A LOGO OR IMAGE FOR ENGRAVING?
While customizing an item to order, first select "view product" as your engraving type. Continue answering our questions, and when prompted to upload an image, click the button labeled "Choose File." You may then pick an image file that's saved to your computer. Alternatively, you may link the URL of an online image in the box below that.
If you are still having difficulty with this service, feel free to call us or email us at email@example.com.
MAY I PLACE MY ORDER BY PHONE? HOW DO I DO THAT?
If for whatever reason you want to place your order by phone rather than via our website, we can help you with that. Our phone number is 336-308-0237. We answer and make phone calls between 8:30 A.M. and 5:00 P.M. EST. It's best to call with the specifics of your order in mind. Here are questions you can expect to be asked:
- What is the product number for the item you're interested in?
- How many of this item would you like to order?
- What is your billing address?
- What is your shipping address?
- Do you want text engraved on your item)s)?
- If so, what do you want the text to read? Do you have a specific font in mind?
- Do you want a logo engraved on your item(s)? If so, you should try to email the necessary image file to us before calling. Email it to firstname.lastname@example.org .
- What method are you going to use to pay for this order?
- Is there a specific date you need your order completed by?
If you don't have the answers to all of these questions, we will still be happy to take your call, but we may not be able to place your order at that time.
I WOULD LIKE TO ORDER MULTIPLE GLASSES, AND I WANT SOMETHING DIFFERENT ENGRAVED ON EACH ONE. IS THAT POSSIBLE?
Yes, it is possible. The order placement menu for any given item on the website allows that as an option. Just fill in the notes field the different text you would like and the quantity. We'll confirm everything during artwork proofing.
HOW DOES THE PROOF PROCESS WORK? HOW DO I REQUEST A PROOF?
Orders of over $100.00 automatically receive a free proof per customer request. If the cost of your order is under $100.00, you may request a proof for an additional fee of $5.00. You will be prompted to request (or decline) a proof as you build your order. Each new piece of artwork or separate item incurs an additional $5.00 fee for more proofs.
If you are expecting a proof, one of our artists will send one to the email you provided. The artist will edit and resubmit that proof until you both agree on a plan for engraving your item. Keep in mind that if your requested artwork is too complex for the item you ordered, our artists may need to simplify your artwork so that it is compatible with the item. If you do not respond to the artist's requests for proof approval in a timely manner, the artist may opt to email a warning stating that they will move forward with production without proof approval.
I ORDERED MULTIPLE ITEMS AND PAID FOR A PROOF, BUT I ONLY RECEIVED ONE PROOF! WHAT GIVES?
When a single, $5.00 proof fee is paid, that fee compensates for a series of proofs for one item. The artist handling your order will email you a proof for that one item. You then have the opportunity to request changes to that proof. The artist will then edit and resubmit the proof for that one item until you have agreed on a satisfactory plan for engraving. If you would like to repeat this process for multiple items, you will need to pay an additional $5.00 per each item.
Example: Grace orders two beer mugs with differing text and one pitcher with a simple image. While placing her order, she agrees to pay $5.00 for a proof for the pitcher. The artist will send her a series of proofs for that one pitcher, but not the beer mugs. If she wants a series of proofs for each beer mug, she will need to pay an additional $10.00.
CAN I SEE MY DESIGN ON YOUR WEBSITE BEFORE ORDERING?
We don’t offer that capability on our website for a couple of reasons. The main reason is that the software available to do this will not necessarily create an image that will look like your finished product. Your image will need to be processed by one of our graphic artists to make sure your order is engravable. Examples: Color images need to be converted to pure black and white. The density of the image may require lines and spaces to be slightly widened. And depending on the combination of the image and/or text and the geometry of the item ordered, the image will need to be curved and fitted to facilitate engraving.
HOW DO I GET A RECEIPT FOR MY ONLINE ORDER?
An order confirmation with all of your order details and payment receipt is automatically emailed to the email address provided during checkout.
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