FAQ

Placing an order

How do I send you my photo?

You can easily do that by going to our website shop, choose a product and size and follow the customization steps.

What type of images do you accept?

We accept the following file formats: JPG, JPEG, PNG, GIF, TIFF and BMP

What if I want to keep the background in the image?

You can certainly do so by following the customization steps right after you choose the size of the 3d crystal.

Can I see a proof before the 3d crystal gets produced?

Yes, of course you can choose this option at the customization stage.

What if my image is a bit blurry?

No worries our custom software will take care of all transforming your image in HD.

How long will it take to create my 3d crystal?

Your order should be processed and delivered within 3 to 7 days using our fast shipping option and within 7-14 business days using our free shipping option. Delivery times may vary depending on your location.

Call us to get a quote for even faster production and delivery

Shipping & delivery

How can I track my order?

Easy, just go to track my order page following this link https://3dflashback.com/track-order or click on Track my order

How do I know if my order been placed?

You will receive an order confirmation including your order number, also you can check your order status by logging in into your account and going to the my account section following this link 3dflashback.com/my-account

Can I cancel my order?

If you want to cancel your order and your cancellation request comes within the first 10 minutes of placing your order, you will get a full 100% refund.

We are here to help

1. If you want to cancel your order and your cancellation request comes within the first 10 minutes of placing your order, you will get a full 100% refund.
2. If you cancel your order after 10 minutes, it means our artist has been assigned to your project and started to work on it and the order cannot longer be cancelled.
3. If the crystal has been produced but hasn’t shipped out yet and you cancel, you will receive a 50% refund.
4. If you want to change your photo, the cost to re-assign your project with a new image is $25 provided your crystal has NOT been laser etched yet.
5. Once your item has been shipped it is not refundable.

Can I add a product to an order?

For that you can go to 3dflashback.com and place a new order, you will then see it by logging into your account.

Can I order by phone or email?

In order to protect your privacy and personal information, we cannot place an order for you. We only accept orders made through our website.

How much is the shipping?

Free 3-4 days

Fast 1-2 Days: $12.75

Please add 1-2 business days for production.

Order Status

Can I change my shipping address?

If you want to change your shipping address, you can do so by going to your account page and edit your address there.

What happens if my order is delayed?

We work with leading shipping suppliers to enable fast deliveries from our warehouse to your home. However, there are sometimes delays, if this happen you are more than welcome to contact our customer service for help. You can also click here to track your package.

When will my order be sent?

We strive to ship all orders from our warehouse within one business day. Please see our checkout page for shipping options and delivery times to your country.

Where is my package?

To track your order, please add your order number and the email address used when placing your order.

Once your order has been shipped from our warehouse, we will send a delivery confirmation by email with tracking number / package ID. By clicking the tracking link in the delivery confirmation, you will be directed to the tracking page where you will be able to track your parcel.

What if I have not received my order?

If you have not received your order within the promised time frame, please contact our customer service so we can resolve the issue for you. Please note that a missing parcel claim must be reported to us within 30 days from the day that you placed the order.

Payments & Refunds

What different forms of payment do you accept?

We offer the following types of payment methods:

Apple Pay / Google Pay / Visa / Mastercard / American express / Discover & Diners / Paypal

Where is my invoice?

Your invoice is always emailed to the email address you provided at checkout. The sender is “3D Flashback”. The invoice will be emailed to you once we have sent your order from our warehouse.

You can also see it on your order status under your Account Page.

Can I cancel an order and get a refund?

If you want to cancel your order and your cancellation request comes within the first 10 minutes of placing your order, you will get a full 100% refund.

We are here to help

1. If you want to cancel your order and your cancellation request comes within the first 10 minutes of placing your order, you will get a full 100% refund.
2. If you cancel your order after 10 minutes, it means our artist has been assigned to your project and started to work on it and the order cannot longer be cancelled.
3. If the crystal has been produced but hasn’t shipped out yet and you cancel, you will receive a 50% refund.
4. If you want to change your photo, the cost to re-assign your project with a new image is $25 provided your crystal has NOT been laser etched yet.
5. Once your item has been shipped it is not refundable.

FAQ

Customer Service

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