RETURN POLICY:

 

 

3D Crystal Creations is proud to announce our partnership with Route Shipping Protection! Now our customers will not only have the option to protect their valuable orders, but will also be able to track their packages with the Route app! Although you have the option to opt out their purchasing their services, 3D Crystal Creations will not be liable for lost, damaged, or stolen items. We do not have a Return Policy for customers who manually opted out at checkout. Need to file a Route Claim?

Please contact Route using their App or give us a call to file a Manual Route Claim, Our 3DCC Customer Service team will be available to help you between 9AM-9PM Central Time at +1(214)-897-8858.

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Q&As

What is Route? 

Route is a platform that allows you to visually track all of your online orders in one place. Whether you’re tracking via the Route App or online, Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. There is no longer a need to dig through your email for tracking numbers, as Route makes it easier than ever to follow along with your package’s journey. 

What is Route Protection? 

Adding Route Package Protection to your order at checkout means that your order is protected against being lost, damaged, or stolen. In the unfortunate instance that you experience one of these inconveniences, you can report an issue with Route and they will work with you to make sure you get the resolution you prefer.

Refunds vs. Reorders

Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.

Reorders: Route will reorder the items, but please note that items can only be replaced depending on in-stock availability. All reorders have Route Shipping Protection added, for free!

Route Shipping Protection Policies

Marked As Delivered (Stolen)

• Issues can be approved no earlier than 5 and no later than 15 days from when it was marked delivered 
• Orders over $100 USD require a police report

Stuck In Transit (Lost)

• Issues can be approved no earlier than 7 days and no later than 30 days from the last update (US), 60 days from order date
• Issues can be approved no earlier than 20 days and no later than 30 days from the last update (International), 60 days from order date

Damaged

• File issues for damaged items with photos of the package and item (required) and no later than 15 days from when it was marked delivered.

*Our customers "have" the option of opting out of Route Shipping Protection, although 3D Crystal Creations will not be liable for any lost, damaged, or stolen items. Please Note, we will still try to work with USPS to try and rectify the situation. Our Goal is for our customer to be happy! We are On Your Side!

3D Crystal Creations Return Policy*

As much as we hope you’ll fall in love with your 3D Crystal Creation, we also realize that people sometimes need to return things. Here’s everything you need to know about returning your custom crystal.  Please note, we do not allow returns or refunds for Lost, Damaged, or Stolen items. We have partnered with Route Shipping Protection above and customers that opted in and purchased their shipping protection services at Checkout, have the ability to file a claim with them directly, claims.route.com

14-Day Return Policy: We accept returns within 14 days of delivery. After that, we won’t be able to offer you a refund or remake your item. Please note, since 3D Crystal Creations are primarily Custom Made to Order, we have a 20% restocking fee on any returned orders. After we authorize and receive your order in the same condition you received it, all remaining funds will be returned back to the form of payment you used to make the original order. We can only accept returns in their original packaging, please do not throw away the box and packing materials. *Your items must also be in the same condition as you received it. We’ll need to see proof of purchase. The easiest way to send this to us is to print out your email receipt and include it with your return.  *Customers are responsible for covering shipping costs of any returned orders.

All returns must be shipped to 4251 FM2181 # 230-204, Corinth, TX 76210, United States. We do not accept returns for gift cards/promo card type orders.

How Refunds are Processed*

Once we have received your returned items in the mail and they are in their original condition, we’ll send you an email notification. If approved, your refund will be automatically applied to your original payment method. This process can take up to several days to complete. Please note, we may only be able to issue a partial refund if your items are not returned in their original condition as requested. *Fees for expedited shipping options are non-refundable once your order ships. If it’s been a few days since your refund was approved and you still haven’t received it, please check with your credit card company or bank. They may be able to offer you more information about why your refund hasn’t been processed yet. If they aren’t able to help, contact us at: sales@3dcc4me.com or call us at +1(214)-897-8858 and we’ll do our best to figure out where the hang up might be taking place. 

Cancellations

When ordering from 3D Crystal Creations, part of our customer convenience is that we work hard to create your custom crystal as quickly as possible, often in just a few hours without sacrificing attention to detail. This means that if you want to cancel your order, you’ll need to let us know quickly. That way, we can put the brakes on production before we get too far. Please email us at: sales@3dcc4me.com or Call: +1(214)-897-8858 and let us know your reason for wanting to cancel your order. 

If your order is ready to ship or even partially ready when we receive your request to cancel, we may not be able accommodate a full cancellation refund amount. This is partly due to design fees that are paid by us in advance to convert your uploaded images from a normal 2D to 3D .DXF files for engraving. If this is the case, we will refund the amount you paid Less any “Per Person/Pet/Object charges” we may have collected in association with the images in your order. If we catch it in time and no production or design work has begun, a 100% refund/cancellation can take place.

Missing Packages

If your package doesn’t arrive by its estimated delivery date, the first thing you should do is check its status online using the email and link sent from Route Shipping Protection if you purchased their services at checkout. You can also enter your USPS tracking number here at USPS Tracking to see if your item is still in transit. If the site claims your package was delivered, check with your neighbors and make sure it wasn’t dropped off at the wrong address. In the chance your Route-protected order was lost, damaged, or broken in transit, please file a claim at claims.route.com and they will be in touch with you quickly.

If you did purchase Route Protection at Checkout and made an online purchase covered by Route, you will receive both a confirmation of coverage from Route and a confirmation of purchase/shipping from the retailer that will show a button link that works with their app to track your order. If you did not receive an email from Route, Click Here! 

Once you’ve ruled out the possibility of a shipping delay or mis delivery, please call us directly at +1(214)-897-8858 within 48 hours of the date you should have received your package. We may be able to add some help in locating your package.

Damaged Items

SHIPPING DAMAGE: We have partnered with Route Shipping Protection, if you have not purchased their services at checkout, unfortunately, we may not be able to replace your order directly without reordering. If you have received a damaged item and purchased Route Protection, they will ask for pictures, so please take several pictures of your item damaged and the box it came in for uploading on their website. Please file a claim with them directly and we will work hard to remedy your situation quickly. You can file a Damage claim with Route Click Here! Either way, let us know what happened and we will do our best to help you!  Call 9AM-9PM Central Time at +1(214)-897-8858.

Remakes*

If there’s something wrong with your crystal when you receive it, we may be able to remake it. Send us a picture of the item against a dark background at sales@3dcc4me.com and let us know what needs to be fixed. Once we receive your request, we’ll let you know by email whether or not if we’ll be able to remake your crystal at no charge. Because our crystal products are all custom made, we can only remake an item if something is wrong with it. *This does not include any changes our designers may make to your image in order to enhance the appearance of your 3D engraving. If a Remake is authorized, please note new Shipping Charges might not be included.

Contact us within 48 hours of delivery. Our customer service team will be available to help you between 9AM-9PM Central Time at +1(214)-897-8858