Frequently Asked Questions

We can work with most company logos, brand marks, text-only designs, and simple graphics.

For laser engraving

Laser engraving is processed in black and white only. All black or dark areas engrave. White or transparent areas do not. Light colors and gradients are not supported.

Here is an example of a laser-ready file in our laser software:

We can accept colored artwork, but for laser engraving designs must be one solid color only, like the examples below:

After conversion to laser-ready format, those logos will appear like this:

For UV color printing

UV printing reproduces your design in full color, including multi-color logos, gradients, photos, portraits, and detailed artwork. Submit your file in full color. PNG with a transparent background works best. CMYK or high-resolution RGB artwork is accepted.

Full-color illustration, UV printed

Solid-color logo, UV printed

A laser-ready file is artwork that can be engraved exactly as submitted with no edits, cleanup, or redesign required.

• One solid, dark color (black preferred)
• No gradients, shading, or multiple colors
• Vector (SVG, AI, EPS, PDF) preferred, or high-resolution PNG/JPG at 300 DPI and at least 1000 x 1000 pixels
• Sharp, not blurry, pixelated, or stretched

Preferred for all methods

• Vector files: SVG, AI, EPS, or PDF
• Transparent background preferred for logos

For laser engraving

• PNG or JPG at 300 DPI, minimum 1000 x 1000 pixels
• One solid dark color, no gradients (color files are accepted but engrave in one tone)

For UV color printing

• PNG with transparent background preferred, or JPG
• Full color, CMYK or high-resolution RGB, minimum 1000 x 1000 pixels at 300 DPI

Low-resolution files may produce poor results and can delay production.

Designs may be declined, placed on hold, or require a fee if they include:

• Trademarked or copyrighted logos without written permission
• Photos or pictures of people or animals (UV color printing only)
• Photos of finished products used as a design file
• Screenshots or web images
• More than 2 colors (for laser engraving: design fee to simplify)
• Shading, gradients, or shadows (for laser engraving: design fee applies)
• Intricate designs such as crests or detailed emblems (UV printing accepted; design fee for laser engraving or sandblasting)
• Small text or fine lines that will not remain legible after engraving
• Low-resolution, blurry, or pixelated images (design fee to adjust)

Option 1: Revise your file (no cost)

For laser engraving: resubmit a vector file, or a high-quality PNG or JPG at least 1000 x 1000 pixels, one solid dark color, no gradients. For UV color printing: resubmit a high-resolution full-color PNG or JPG.

Option 2: We convert it for you (design fee applies)

A design conversion fee applies depending on complexity. Your order stays on hold until the fee is approved and paid.

Yes, but design services are not included with your order. A design fee applies for creating a logo from scratch, redrawing artwork, cleaning up low-quality files, converting non-production-ready files, or combining elements from multiple files. No fee is required if you submit a production-ready file and only basic resizing or placement is needed.

1. Email your file or describe what you need to files@custombranddepot.com (before or after ordering)
2. We confirm whether a design fee applies and send you a quote
3. We send an invoice before any work begins

All fees are confirmed before work begins. Design setup typically takes 3 to 5 business days.

Here is an example of a design where a fee was applied to make it laser-ready:

Original file

Edited file

Not through laser engraving or sandblasting. For a full-color result, choose UV color printing on products that offer it.

UV color printing

UV ink is cured onto the surface in full color, including gradients, multi-color logos, photos, and portraits. UV-printed items are hand wash only and must never be soaked or put in the dishwasher. See UV Print Care for full instructions.

Solid color block

Full-color illustration

Two-color corporate logo

White ink on clear glass

Actual customer orders, UV color printed.

UV print options

• Up to 3 solid logo colors: best for logos with 1 to 3 flat colors. No gradients, shadows, or photos.
• 4 colors or more / full color: best for artwork with 4+ colors, gradients, shading, or photos.

The printable area depends on the product. Check the listing photos for each item's imprint size.

Laser engraving on glassware

Creates a frosted white appearance. Color is not possible through laser engraving on glass. Even if your logo is colored, the result will always appear frosted white.

Laser engraving on stainless steel tumblers

The laser removes the powder-coated layer, revealing the raw stainless steel underneath as a metallic silver finish. The engraved area will not match your logo color.

Laser engraving on leatherette

Results vary by material. Common results include black, silver, or gold. Check the product photos to see the exact engraved color for each leatherette option.

Branded glassware

Beer glasses, whiskey glasses, shot glasses, wine glasses, pilsners, pints, and decanters. Laser engraving and sandblasting are available on all glassware. UV color printing is available on select glassware only.

Branded drinkware and tumblers

Stainless steel tumblers, travel mugs, and water bottles. Laser engraving standard.

Corporate gift items

Leatherette coasters, slate coasters, leatherette patches, and curated gift sets.

No. UV color printing is offered on select glassware only, and availability can change. The product page is always the final word: if UV printing is not shown as a customization option, it is not available for that product.

Both permanently etch your design into the glass. Every glass starts with laser engraving. Sandblasting is an optional second finishing stage available on all glassware. It is not available for tumblers, bottles, or leatherette.

Laser engraving (standard on all glassware)

Creates a frosted white appearance. Clean and professional. Best for bold logos, simple text, and most bulk and corporate orders. Included with every glass at no extra cost.

Sandblasting (premium upgrade, available on all glassware)

Performed after laser engraving. Carves the design deeper using high-pressure abrasive, resulting in smoother edges, sharper detail, and a more premium finish. Best for fine lines, small text, intricate logos, and executive-level gifts. Sandblasting takes longer to produce; see Turnaround Time.

Choose laser engraving if: you want a permanent, dishwasher-safe result, your logo is bold and simple, or you are ordering in bulk with no color requirement.

Choose UV color printing if: your design requires full color, gradients, photos, or portraits, and the recipients will hand wash the items. UV printing is the only method that can reproduce portraits and photos of people or animals.

Laser engraving is permanent. The design is physically etched into the surface so it will never fade, peel, or wear off no matter how many times it is washed. Vinyl is a film applied on top that lifts over time, especially on curved drinkware.

We also offer UV color printing for full-color designs. UV ink is cured onto the surface and handles fine details and multi-color designs in a single pass, a clear step up from vinyl. Like any printed finish, it needs gentle care: hand wash only, never soak, no dishwasher.

For the longest-lasting result, especially on items that get machine washed, laser engraving wins. For full color on items that will be hand washed, UV printing is the way to go.

Yes. Our glassware is made with high-heat forming processes that replicate the look of handblown glass, so small variations naturally occur. These are not defects and are consistent with industry standards for this category. You may notice:

• Slightly thicker or uneven areas along the rim
• A slightly angled or uneven base, especially on heavy weighted bases
• Small air bubbles inside the glass or light surface marks
• Slight thickness differences between pieces (no two are identical)

These do not affect engraving quality, stability, safety, or everyday use.

What qualifies as a true defect

• Cracked or broken glass
• Chipped rims
• Structural damage

Only true defects qualify for replacement. See Issues & Cancellations.

Just enter how many items you need. The price per item adjusts automatically based on the quantity in your cart, so the more of the same design you order, the lower the price per item.

Your total depends on:

• The quantity of each design
• The customization method selected (laser engraved, sandblasted, or UV printed)

Yes. Add each design to your cart one at a time, with the quantity for that design. Each design is priced on its own quantity, and quantities from different designs do not combine.

Example

You want 10 glasses: 5 with Design A and 5 with Design B.

1. Personalize or upload Design A, enter a quantity of 5, and add it to your cart.
2. Go back to the product, personalize or upload Design B, enter a quantity of 5, and add it to your cart.
3. Check out once with both in your cart.

Each design is priced at the 5-item price, not the 10-item price.

Different back engravings, same front design

If all items share the same front design but need different text on the back (such as individual names), keep it as one cart item with the full quantity. There is a $3 fee per unique back design, which we invoice after your order is placed.

1. Choose your product
2. Select your customization option: laser engraved (standard), sandblasted (premium), or UV color printed (full color) if the product offers it
3. Enter the quantity for that design. The price per item updates automatically.
4. Have more than one design? Add each design to your cart separately with its own quantity.
5. Submit your design on the product page, using the personalization tool or the file upload (see "How do I submit my design?" below)
6. Enter a cell phone number and the correct email at checkout

Designs are submitted right on the product page, before you add to cart.

Option A: Personalize on the product page

Use the personalization tool to enter your text or upload your logo. You'll see a live preview showing approximate placement and size. This preview is your final proof and goes to production as shown.

Option B: Upload your design file on the product page

Some products let you upload a design file instead. After your order is placed, we review the file, convert it if needed, and confirm placement and sizing with you by email before production begins.

Need a design fee quote first?

Email your artwork to files@custombranddepot.com. You can do this before ordering.

Please enter a cell phone number at checkout. Shipping carriers require one in case they need to reach you during delivery, and our production team uses it to call or text if there's a question about your order, or to send a quick photo for confirmation before producing or shipping.

Add each design to your cart one at a time, each with its own quantity, then check out once. Each design is priced on its own quantity. See Pricing & Bulk Discounts for a full example.

You do not need to place an order first. You can reach out to us before ordering:

1. Send us your file or idea. Email it to files@custombranddepot.com. Tell us the product, quantity, and decoration method (laser, sandblasted, or UV print).
2. We send you a quote. We review the artwork and reply with the design fee for that specific design and item.
3. Pay the invoice. Once you approve the quote, we email you an invoice.
4. We prepare your artwork. After payment, we convert your design, confirm placement and sizing, and move your order forward.

We can engrave or print a trademarked logo only if you own the business or brand it belongs to, you created it yourself, or you provide written proof of authorization.

When we CANNOT proceed without written permission

• The logo belongs to another company or brand
• School, college, or university logos
• Sports team or league logos
• Government, military, or organizational insignia
• Logos found online that you do not own

1. Confirm ownership. If you own the brand or created the logo, submit it normally.
2. Determine if permission is required. Permission is required for logos belonging to schools, sports teams, other companies, or any brand you do not own.
3. Provide documentation. A licensing agreement, written permission from the brand owner, or other proof of authorized use is required.

If authorization cannot be provided, replace the logo with an original design or text-only alternative. Orders remain on hold until resolved.

Production time starts the day your proof is approved and your design file is confirmed, not the date of purchase. All times are estimates, not guarantees.

No. Delivery dates are not guaranteed, including any estimated dates shown at checkout. These system-generated estimates do not account for production queues, design approvals, or order complexity and are frequently inaccurate.

Shipping upgrades reduce transit time after your order ships. They do not shorten production time, move your order ahead in the queue, or guarantee a delivery date.

Contact us before placing your order. Share the product, quantity, required delivery date, and shipping destination. We will confirm whether your timeline is achievable before you proceed. Needing a faster timeline after ordering is not grounds for cancellation.

Rush orders

Rush production may be available depending on current production volume. Rush requests must be approved in advance and may require a rush fee plus upgraded shipping. Delivery dates are still not guaranteed even with rush options.

1. Contact us before ordering with your product, quantity, required delivery date, and shipping destination
2. Wait for rush approval. Rush orders are not automatic.
3. Pay any applicable rush production fee if approved
4. Upgrade your shipping. We will send an invoice based on order size and destination.
5. Submit and approve your design immediately after ordering. Delays in design approval may cancel rush eligibility.

All orders ship from our production facility in Pierre, South Dakota via UPS, FedEx, or USPS, with tracking provided once your order ships. Transit time depends on how far your address is from South Dakota.

Shipping is calculated at checkout based on weight and destination. For standard ground orders within the contiguous U.S., that amount is final.

In these cases the amount shown at checkout is an estimate only:

• Upgraded shipping (UPS 3-Day Select, 2-Day, or Next Day Air)
• Orders shipping to Alaska, Hawaii, Puerto Rico, Guam, or other U.S. territories
• International orders
• Orders shipping to a P.O. Box

After you order, we check the real carrier rate for your package. If it is higher than what you paid, we email you with the shipping difference and an invoice. Your order stays on hold until the difference is paid. If the real rate is lower, we refund the extra.

Yes. Because we ship from South Dakota, these destinations take longer and cost more to reach than the contiguous U.S., and the rate shown at checkout is often lower than the real carrier cost.

• We confirm the exact shipping cost with you before production begins.
• If there is a difference, we invoice it and hold the order until it is paid.
• Expect longer transit times than the standard 3 to 7 business days.

Alaska, Hawaii, Puerto Rico, and Guam are U.S. destinations and ship as domestic orders, so there are no customs or brokerage fees.

Yes. UPS 3-Day Select, 2-Day, and Next Day Air are available. Upgrades shorten transit time only, after your order is finished.

• Upgrades do not shorten production time or move your order ahead in the queue.
• The upgrade cost shown at checkout is an estimate. We confirm the real rate and invoice any difference before production.
• For a faster overall timeline, ask about rush production before ordering (see Turnaround Time).

Yes, but please contact us before ordering so we can quote shipping to your country.

• Shipping cost: International shipping usually costs more than the amount collected at checkout. We quote the real rate and invoice any difference before production. If it is lower, we refund the extra.
• Delivery time is not guaranteed. Customs processing, local carriers, and seasonal volume can add days or weeks, and these are outside our control.
• Duties, taxes, and fees: Your country may charge customs duties, import taxes (such as VAT or GST), and carrier brokerage or clearance fees. These are set by your government or the carrier, are not included in our shipping charge, and are the recipient's responsibility.

Once checkout is complete, you'll receive an order confirmation email from Custom Brand Depot. It lists the products, quantities, prices, and any design you submitted.

• Don't see it? Check your spam or promotions folder.
• Still nothing? Email support@custombranddepot.com and we'll confirm your order.

1. We review your design. If you personalized on the product page, your preview is your final proof. If you uploaded a file, we check it for production readiness.
2. We contact you if anything is needed, such as a revision, clarification, design fee, or shipping difference.
3. Production begins once everything is confirmed and any fees are paid.

Email support@custombranddepot.com right away with your order number and the correct quantity for each design. Quantity can only be corrected before your order enters the production queue.

• Need more items of the same design? We'll tell you whether to place an additional order or send you an invoice for the difference.
• Mixed several designs into one cart item? We'll recalculate based on the quantity of each design and invoice any difference.

In most cases, no. Production is scheduled based on the quantities submitted at checkout, so additional items need a new order.

If the extra items use the same design, mention it. Remember that quantities from separate orders are priced separately.

We do not accept cancellations, except for orders placed by mistake. If that happens, email support@custombranddepot.com or call us within 1 hour of ordering with your order number and a short explanation. Requests are reviewed case by case and are not guaranteed.

Every item is made to order, and the moment an order is placed we pay for its personalization software and setup. That cost cannot be recovered if the order is cancelled.

Personalized on the product page

The live preview you submitted is your final proof and goes to production as shown. No separate approval step is needed.

Uploaded a design file

We email you the production-ready file with size and placement details within 1 to 2 business days. We do not create visual product mockups for uploaded files; a mockup can be requested for a $35 design fee and may extend turnaround.

Sometimes part of a design won't engrave cleanly exactly as supplied. When that happens, our designers make the smallest technical adjustment needed so it produces the best result, while keeping your design, wording, and layout as close to the original as possible. Examples:

• Inverting black and white areas so important details stay visible
• Closing or simplifying very small areas that would disappear when engraved
• Removing details that are too thin or too small to engrave cleanly

These production adjustments are made without putting your order on hold for approval. We'll let you know what was adjusted and send the updated preview showing how your artwork will be prepared.

Yes, as long as your order has not entered production yet. Email us as early as possible with the changes you need.

• Small changes such as placement, size, or minor text corrections are made at no charge.
• Major changes such as a new logo, redesigned layout, or artwork that needs to be reworked may require a design fee. We will quote it before making the change.

Yes, for a $10 Photo Approval Fee. We produce the first item, pause, and text you a photo for approval before continuing.

• Request it in your order notes or email us right after ordering, and include a valid cell phone number.
• Your order pauses until you reply, so respond quickly.
• This confirms placement, size, and appearance. It is not a redesign step, and changes after the photo may add fees or delays.

Your order shows as unfulfilled until it ships. Behind the scenes, orders move through these stages:

1. Awaiting DesignOrder received, but your design or required fee hasn't been submitted yet.
2. Ready for ProductionDesign submitted and reviewed. We may message you to confirm details. Changes are still possible.
3. In Production QueueDesign, quantity, and shipping are confirmed and materials reserved. The order is locked.
4. In ProductionYour items are being engraved, sandblasted, or printed.
5. ShippedYou receive a shipping email with tracking.

Changes are possible only while your order is in Awaiting Design or Ready for Production. Email or call us right away with:

• Quantity corrections (an invoice may be needed)
• Design adjustments (major changes may need a design fee)
• Shipping upgrades or address changes (an invoice may be needed)

Usually, yes. Any change can pause your order until it's confirmed:

• Design changes: production pauses until the design is finalized.
• Quantity or shipping changes: the order waits until any invoice is paid.

Production time restarts once all details are confirmed. We always tell you if a change affects timing or needs payment.

Your order ships once production is complete. It may not have shipped yet if it is:

• Waiting for your design submission or proof approval
• Waiting for a design fee, pricing correction, or shipping invoice to be paid
• In the production queue or currently being produced

This is normal for custom and bulk orders. Your order shows as unfulfilled until it ships. Orders ship from Pierre, South Dakota; standard ground transit is about 3 to 7 business days within the contiguous U.S.

You receive a shipping confirmation email with your tracking number as soon as your order ships.

It's normal for tracking to show "Label created" or no movement for 24 to 48 hours. Common reasons include waiting for the first carrier scan, weekends or holidays, and high volume during peak season.

• Contact the carrier first. They control scans and can see details that aren't shown online.
• Contact us if there's no update after 48 hours or the carrier shows an exception or delivery issue.

Contact us immediately. Address changes are usually possible before your order enters the production queue.

• Address errors entered at checkout are the customer's responsibility.
• A new address may change the shipping cost, which we would invoice.
• Once a package is in transit, address changes are not possible through us.

Yes, before your order enters the production queue. Email us and we'll confirm availability and send an invoice for the upgrade (UPS 3-Day Select, 2-Day, or Next Day Air).

Upgrades shorten transit time only. They don't shorten production, move your order ahead in the queue, or guarantee a delivery date.

This is usually normal carrier behavior. Packages often pass through regional hubs in other cities, and tracking can go quiet between facilities and then update all at once. It does not mean your package was lost or sent to the wrong address.

Contact the carrier for real-time routing details. Contact us if the carrier confirms an address error or shows delivery to the wrong address.

1. Check around your delivery location, mailroom, or reception.
2. Ask neighbors, coworkers, or building management.
3. Wait up to 24 hours; carriers sometimes mark packages delivered early.
4. If it's still missing, contact the carrier to open a delivery inquiry.

If the carrier confirms a delivery error, contact us and we'll help with next steps. Once a package is marked delivered, responsibility typically transfers to the carrier or recipient.

UV printing is durable against everyday use, but water breaks down the print's adhesive over time. Hand washed and dried right away, your design stays looking new for years. A printed care card is included with every UV-printed order.

No. UV-printed items are hand wash only. Even occasional dishwasher use will shorten the life of the print. If your items will go in a dishwasher, choose laser engraving instead.

Print longevity depends on proper care. Damage, fading, peeling, or wear caused by dishwasher use, soaking, abrasive cleaning, or any method other than gentle hand washing is considered normal wear from improper use.

A print error caused by us is always covered. Report it within 48 hours of delivery with photos (see Issues & Cancellations).

Engraving and sandblasting are etched into the surface, so they won't fade, peel, or wash off. These items can be washed normally, including in the dishwasher.

For stainless steel tumblers and leatherette items, follow the general care guidance for that product type.

Inspect your order the day it arrives and report any issue within 48 hours of delivery confirmation. We replace at no charge: broken or cracked items, wrong items, production errors caused by us, and missing units.

1. Do not discard any packaging. It is required for damage claims.
2. Photograph the outer box, the packaging, and every damaged or incorrect item.
3. Email support@custombranddepot.com with your order number, the photos, and how many items are affected.
4. We respond within 1 to 2 business days. Approved replacements are prioritized.

Email us within 48 hours of delivery with clear photos and a short explanation. We compare the item against the design you submitted or the proof you approved.

• Items produced exactly as submitted or approved are considered correct, including spelling, layout, sizing, and placement.
• Preferences after delivery (wanting it larger, smaller, or positioned differently) are not production errors.

If we made a production error, we'll replace the affected items at no charge.

This is normal. Laser engraving on glass appears frosted white, not solid white, and depth and brightness vary slightly from piece to piece. Lighting, background, and viewing angle also change how it looks, and photos or screen previews often look different from the item in person.

Normal variation in engraving depth or tone between units is not a defect.

No. Our glassware is made with high-heat forming processes that replicate the look of handblown glass, and these characteristics are disclosed on our product pages and in this FAQ. You may notice:

• Small air bubbles inside the glass or near the rim
• Light surface marks
• Slightly thicker or uneven areas along the rim
• Slight thickness differences between pieces

These do not affect engraving quality, safety, or everyday use. Only true defects (cracked glass, chipped rims, or structural damage) qualify for replacement.

This is normal for glassware with thick, weighted bases. As molten glass is formed and cools, it can settle slightly unevenly, leaving small thickness differences or a subtle angle in the base or interior.

• It does not affect stability, safety, durability, or engraving quality.
• Engraving does not cause it. We engrave on the best visual side of each glass.
• Perfectly uniform bases would require thinner glass, which is less durable.

All items are custom made and final sale once produced. Returns or exchanges are accepted only if an item arrived damaged or there is a confirmed production error on our part.

Not accepted: changes of mind, preference-based concerns, errors in the design you submitted, or assumptions about size, placement, or appearance.

Once your order ships, the carrier controls delivery. Weather, holidays, volume, and routing issues can cause delays that are outside our control.

We respond within 1 to 2 business days. Always include your order number. If your order has an upcoming event date, note it clearly in your message.