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Frequently Asked Question

How do I order online?

Simply go to the Store Section.
Step 1, choose your crystal shape.
Step 2, click Order Now and this will take you to another screen where you will customize your crystal.
Step 3, customize your order by uploading the picture that you would like to be engraved into the crystal.
You also have the option to add text, for example, “I Love You Dad”, make sure you choose a font style for that text. After selecting your engraving style, you will choose a light base color, which will illuminate the image inside the crystal. Put in the quantity you would like to order and add any special instructions if needed. Click on Continue which will bring you to the Check Out page to complete your order.

Is the background of my photo etched too?

When you choose the 5"x 7" Flat crystal- Yes it will. The entire photo will be 2d laser engraved inside the glass. If you choose any other crystal, our designers will remove the background from the original image and center the figures from the chest up in order to create the best 3D model which result in a perfect laser etched crystal.

Can you combine people and pets from multiple photos and add more than two lines of text?

Yes, we can create a collage of several people and/or pets with as much text as will fit on the crystal piece you select. Depending on the size of the crystal piece, we will combine multiple people or animals from multiple photos and any text to fit into one crystal piece.

There will be a $10 per person/pet charge for the additional photos, the first image is always included for free.

Is my photo good enough quality for the crystal I want?

The general rule is the better quality of the photo the better quality engraving it will provide for. Our photo editors are expert Photoshop professionals and they will employ every Photoshop trick in the book to enhance your photo. If the photograph is slightly out of focus, too bright, too dark or too small it will be challenging for us but usually not impossible to create an acceptable photo crystal. It all depends on the extent of the problems with your photo. If we think your photo is not acceptable we will call you to discuss possible options.

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

What do I do if I don\'t have a digital photo?

You can mail us your original hardcopy photo or you can scan your original photo to create a digital image file. We will return your photo with your finished photo crystal.

What resolution should I scan the photo?

Usually 300 dpi (dots per inch) is acceptable. If we are enlarging the photo to fill a large sized crystal from a small photo 600 dpi would be better and mailing us the original photo would be best.

What file format and how large can my image file be?

We accept .jpg, .jpeg .tif, .pdf, and .psd file formats. The .jpg file format will compress a large image to create a smaller file size for uploading but the higher compression ratio you use the more image quality will be lost. Your file shouldn\'t exceed 6 megabytes. A 6 megabyte file size should upload fairly quickly if you have cable or DSL internet connection. If you have a dial up telephone connection for your internet, it will take several minutes to upload a 6 megabyte file. If your file is too big to upload or email you can copy the file to a CD-R disk and mail it to us or simply mail the hardcopy photo and we will scan it for you.

If you have technical questions regarding your images we are here to help, just call us at 1-888-407-4689 
 From 10am to 6pm MST you will get a real person to talk to.

How long will take to receive my finished crystal?

We usually produce the crystal within 48 hours from receipt of your order. We use USPS
(United States Postal Service) for all of our shipments. So normally it would be an additional 2-3 days to receive your order. Shipping cost and insurance is included in your price, unless you need it overnighted. If so select the RUSH option in the checkout section and the price will be displayed for this option.

How do I know you received my online order?

You will receive confirmation from us by email as soon as your order is received, and again the day your order is shipped. Our shipping confirmations include tracking numbers with quick links to USPS for tracking.

Do you ship internationally?

Memories In Crystal ships FREE into the US but will ship anywhere in the world. Just simply pay the shipping cost. Call us for a quote for shipping.

What payments do you accept?

We accept PayPal, and major credit cards including Visa, MasterCard, American Express, and Discover.

Why was my credit card transaction declined?

There are several reasons why you may get an error message that your transaction was declined. Check to see that the phone number, zip code or CVW number from the back of the card is correct. You can simply go back a page and retry or contact customer service.

How do I use my Promo Code?

Enter the promo code in the Promo Code box on the checkout page and click on Submit. The discount will then be applied to your order. Only one coupon may be used per order.

What is your return policy?

We are confident that our products will meet or exceed your expectations though we do offer a 15-day return or replacement on all online purchases for products that have defects. Re-shipping charges will be applied to all replacements. 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.

Do you store my credit card information?

No, we do not store your credit card information. Your credit card number is only captured
during the checkout process while our system “talks” to our payment processing gateway.

Is it safe to purchase online from your site?

The transfer of sensitive information on 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 Certificate.

The security of your personal information is very important to us. We will never sell or rent your personal information to any third parties under any circumstances. We value your trust and will work hard to protect the security and privacy of any personal information you provide to us for our sole use.

If I have question or a problem, can I contact you?

Absolutely, if you have any questions, you can visit our Contact Us page, or contact us directly through e-mail, phone, or live on line chat option located in the right hand corner of the home page.

Our e-mail:
Our Toll Free Number: 1-888-407-4689
Our business Hours:
Monday through Friday
10:00 a.m. to 6:00 p.m.
Mountain Standard Time


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