Terms and Conditions

General Information


All orders and cancellations will be approved by ImagineCrystal.com in writing via email.


Canceled orders are subject to all charges incurred until the confirmation of cancellation. All cancellations must be made in writing to info@ImagineCrystal.com by email and are not effective until we have confirmed them in writing by e-mail.

Design costs

Custom design costs for creating 3D images are billed per project, taking into account the complexity of the required design work.

Foreign orders

All orders shipped to countries other than Canada and the United States may be subject to additional charges, including duties and taxes. All charges, anticipated or unforeseen, collected after the expedition are solely the responsibility of the customer.


Our prices reflect typical engraving times for most models. Complex designs may be subject to additional costs due to increased laser time. – The customization and other customization costs are detailed on the quotes. – Orders are subject to packaging and handling charges indicated per carton.

Availability of the inventory

Although every effort is made to keep all items in stock, we can not be held responsible if an item is unavailable. The shapes and specifications shown reflect our crystal inventory. All sizes, capacities, dimensions, engraving sizes and weights indicated and quoted are approximate.

Reducing the size of the order

The quantities ordered can be reduced at any time before the production of the order. All changes to the quantities ordered must be made in writing and acknowledged by us before the change takes effect. If the size of the order is reduced after the start of production, the quantities produced beyond those desired are the responsibility of the customer. Prices will be adjusted to reflect the new quantity of final order.

Urgent orders

We will make every effort to produce your order within the desired time without additional costs. However, urgent order charges may apply in situations where we are required to meet extremely tight deadlines, and where previous customer engagements, or inventory status, require such fees. You will be notified of any emergency costs on your project before we take steps to produce and ship the item (s).

Payment Terms of payment

We accept all major credit cards and PayPal. All orders must be paid in full before production. Your credit card will be charged at the time of your order.

Production 3D subsurface laser engraving:

We work with almost any 3D file format. Contact us for more details. 2D underwater laser engraving: Photos and other bitmap images can be engraved below the surface. Accepted formats include BMP, JPEG or TIFF with a minimum resolution of 300 DPI or better. If your image does not result in an acceptable product, we will contact you to discuss alternatives.


The standard packaging for crystal products are elegant individual gift boxes with blue satin lining on the inside.

Production time

Normal production time is two to three business days after the final approval of the artwork. The specific shipping dates will be indicated at the time of the order and may vary depending on the quantities and status of the inventory.

Trademarks and copyrights

All brands or logos featured in our catalog / website are for illustration purposes only. Projects submitted to us are deemed to comply with all applicable laws governing trademarks and copyrights. The responsibility for this compliance lies with the customer. The logos, images and trademarks displayed in this catalog / website have been reproduced only as examples of work. They are not submitted for resale and should not be construed as references to products or brands.


Prices quoted herein do not include shipping costs to the distributor or customer. Delivery is by land transport, unless otherwise stated in writing by the customer. The shipping date refers to the date the item is available for shipping from ImagineCrystal.com. If air freight is required to meet a specific delivery date, please notify us in writing when ordering. We assume no liability for carrier delays.

Shipments of parcels

To ensure safe delivery by parcel carriers (UPS, Canada Post etc.), additional packaging may be requested. Freight is billed on all orders where the ImagineCrystal.com operator account is used.

Type of carrier

We ship all orders by courier via UPS, Canada Post. Other UPS and FedEx services are available upon customer request. Please contact customer service for availability of service and specifics. Other carrier services can be arranged upon customer request. All pickup charges will be billed to the customer, and the customer assumes all responsibility for the loss, damage and / or failure of the requested carrier to meet their service obligations.

Shipment tracking

Once your order has been shipped, you will receive an e-mail from us with the carrier’s shipping tracking numbers. The progress of the shipment can be verified using the carrier’s online system.

Product quality and warranty

Defects in material and workmanship will be corrected without charge.

Damage and Breakage

Each item will be carefully packaged before shipping. In the event that your order is received broken, you must contact our customer service within 48 hours of receipt with photos of the item broken, there are no exceptions. All packaging materials, including the original box, styrofoam and bubble wrap must be saved in the event that a claim must be filed with the carrier who also has the right to inspect the package and its contents to the recipient’s address. We may ask you to send us the broken item for inspection and we will credit you with shipping charges; However, you will need a return authorization number to do so. If we find that your item is broken we will replace it with an exact duplicate without charge, including shipping. You will receive the same crystal you received, no change can be made.


The engraved product can not be returned or refunded except as described in the satisfaction guarantee section. The contact must be made within 72 hours of receipt, there are no exceptions. Please contact info@ImagineCrystal.com to receive a return authorization number, this unique number must be clearly visible on your return shipping label.

Merchandise returned without receiving a return authorization number will be refused and / or returned to the shipper. If an item is returned, all packaging material must be included with a copy of your return authorization and a copy of your original receipt. Customized merchandise returns are subject to a 20% customization fee.

Use of our websites

The following terms govern the use of our website. If you do not agree with these terms, do not use our website. The contents of this website are intended for general informational use only and may be changed at any time without notice. The images and information provided are the property of Imagine Crystal inc. and must not be reproduced or distributed without our express permission.

This site uses cookies to track browsing preferences. If you allow the use of cookies, personal information may be stored by us. All trademarks reproduced on this site (other than Imagine Crystal Inc.) are not the property of Imagine Crystal inc.

Logos and trademarks are used with permission and do not imply endorsement by any company unless otherwise indicated. Reproduction of these assets is restricted without the permission of Imagine Crystal inc. and the company concerned. Misuse of this site may result in claims for damages and / or interest. Unauthorized access to the connection areas is strictly prohibited.

If this website contains links to another website that is not owned and operated by Imagine Crystal Inc., we are not responsible for the content or liability of this website. These links are provided for your convenience.