Terms and Conditions

All sales are made subject to the following general terms and conditions:

All sales are net FOB our workshop in Irving (Dallas County) Texas. A written quotation is supplied in all correspondence.

Paper Proofs
To ensure accuracy, paper proofs containing engraving details, prices and confirmation of ship to address are supplied as a pdf file by email at no charge with all orders. Customer approval of this proof is required by email, or signature before production commences. Changes beyond two will incur a charge of $15 per change. Failure to approve the proof by email will result in delays and possibly expedited shipping charges.

Ship date and production time
We require a specified in hands date for all orders. We do not accept orders with no date or “ASAP”. The “in hands” date is specified on all proofs. Any changes must be specified by email. Verbal instructions are not accepted. Normal production time is five business days from date of confirmation of order, and payment. Please contact us to confirm production time for your order.

Rush orders
Rush orders are welcome for up to six items. Availability of rush production is based on current capacity and workload. We will make every effort to comply with short deadlines but accept no liability for failure to meet the required date. We cannot control transit time and suggest you authorize higher cost expedited shipping to allow extra time in transit to allow for shipping delays. If you are placing a rush order through our website, please contact us first.

Payment Terms
Payment for all sales is due on delivery, unless alternative arrangements are made in advance. All major credit cards are accepted in payment. Payment may be made on line. Instructions appear on all invoices. Alternatively please call in credit card information on our toll free line. Card information should not be submitted by email. Card details are destroyed immediately after entered in our accounting system.

We reserve the right to require a deposit of 50% of the total due when any order is finalized. The balance including shipping will be charged later when actual shipping cost is known.

Coupon codes, Discounts and Sales
Unless otherwise stated, coupon codes, discounts and sales are limited to transactions made through the website. Coupon codes that are distributed to new subscribers of our newsletters are valid for thirty days, and may only be used once. New subscriber discount is limited to one per person per lifetime. Coupon codes that are available during a promotion are subject to their own terms and conditions of the promotion.

Check Payments
A Returned Check Fee of $25.00 will be assessed in the event a check is returned for Non Sufficient Funds.

Purchase Orders and Terms
Payment terms of net 30 may be extended, subject to credit evaluation and circumstances. If terms are granted, you agree that a late charge of 1.5% per month (18% per annum) finance charge, or the maximum charge permitted by law may be added against all overdue amounts. In addition you agree to pay all reasonable attorney’s fees and all collection agency fees incurred in the collection of any amount owed and not paid when due.

Cancellation
Any order may be cancelled up to the point engraving commences. A restocking fee may apply to return the raw materials to the warehouse. No refund can be made after your order has been engraved. We will manufacture exactly as shown on the approved proof.

Return Policy
All return requests must be processed within 14 days of confirmed receipt of the item; usually the date the package is marked as received by the shipping carrier.

Blank, non-personalized items can be returned with prior written approval, and a full refund will be given if the items are received in like-new condition.

Items that have been damaged during shipment, incorrectly engraved due to our error, or have an inherent flaw that compromises its integrity or quality are eligible for return and a full refund or a free replacement. Contact our customer support team with your order information and pictures of the offending issue for confirmation and a return shipping label, if applicable.

Items that have been damaged by the customer upon receipt, incorrectly engraved due to the customer’s error, or have minor flaws or imperfections that are inherent to the product and does not compromise the integrity or stated quality are eligible for “buyer’s remorse” returns. Customer is responsible for return shipping and a 50% restocking fee.

Shipping Methods and Delays
We ship UPS, FexEx and US Postal Service. We use the least expensive ground service available for the address unless expedited delivery is approved at higher cost. Website orders will ship using the method chosen at checkout. Allow extra time for carrier delays which occur occasionally. Crystal Images, Inc. will not be held accountable for shipping and delivery delays. Physical addresses are required for UPS and FedEx. All Post Office Box and APO shipments will be shipped by USPS. 

Shelf Samples
Engraved shelf samples are available for many items. A credit card is required in advance of shipping samples. You will be responsible to freight charges to and from Irving, Texas and your card will be charged the list price of the sample if not returned within 30 days of shipment to you.

Packaging Charge
A packing charge will be specified on your paper proof if the item is shipped. We pack far beyond the carriers specification.

Split Shipments
Items shipped to multiple destinations may incur additional packing fees per box. Please include all addresses in a spreadsheet or word document.

Freight Claims and Breakage
We insure all packages shipped at the original value. All items become the property of the customer when shipped. Any claims for breakage must be reported to the carrier, and any claim initiated against the carrier. Damage or loss must be reported to us by email within ten days of arrival date. If damage does occur during shipping, all original packaging, and the damaged items must be retained for the carrier’s inspection within two weeks from the date of claim. Crystal Images will ship you a replacement as soon as possible after the claim is verified.

Export Documentation
Crystal Images will prepare documentation for items exported. Customers are responsible for shipping costs, custom duties, taxes or tariffs associated with their orders. A charge of $35 will apply to prepare export documentation, and preparation of certificates of origin.

Set-up Charges
We generally do not charge set-up charges for engraving services. Some print processes may incur set-up charges. Any charge is specified on the paper proof. Any additional charge for re-creating or cleaning up artwork for engraving purposes will be specified on the paper proof. An hourly art charge of $60 may be assessed.

Purchase Orders
We may accept written purchase orders from US companies and organizations at our option. Payment is required on a strictly net 30 day basis. We reserve the right to approve or deny purchase order terms. Production will not commence until the order is on file and verified.

Tax Free and Resale Purchases
Sales tax is payable on all orders originating in the State of Texas unless a signed official tax exemption, or tax resale certificate is on file. We will forward you an official certificate for signature if required. The Dallas County rate will apply (currently 8.25%).

Copyrights and Trademarks for artwork supplied
Any artwork (including logos, text, photograph or design) submitted to us is reproduced subject to the following criteria:

• You warrant and that you are legally authorized to reproduce the trademark or design, or
• You are the sole legal owner and have a license, including copyright, reproduce the artwork , trade name, logo, statement, portrait, graphic, artwork, photograph, picture or illustration of any person or any other intellectual property included in such design.
• You warrant that no part of the artwork infringes the right of any other party and is not subject to any restriction which would make reproduction illegal.
• You undertake to hold harmless and indemnify Crystal Images, Inc. against any action for infringement of copyright and pay all damages and costs incurred (including, but not limited to, reasonable attorneys’ fees, costs and travel costs) associated with any such claim, suit or proceeding.
• You authorize Crystal Images to show photographs of the item supplied on our web site, and use such photographs to demonstrate the appearance of the item engraved and for marketing purposes. This authorization may be rescinded at any time on 30 days notice, and will be removed from our web site. Any photo on a printed item will not be reprinted if authorization is rescinded.

Jurisdiction and Arbitration
The laws of the State of Texas will apply to all transactions. The parties agree that any unresolved dispute will be settled in terms of the rules of the American Association of Arbitrators, and not be subject to litigation.

The above terms and conditions may only be modified in writing, with formal acceptance of the change in writing by both parties.