Frequently Asked Questions

We can engrave most company logos, brand marks, text-only designs, and simple graphics — as long as the file is laser-ready and the design isn't trademarked.

How engraving reads your design

Laser engraving processes everything in black and white only:

• All black or very dark areas will be engraved
• White or transparent areas will not engrave
• Light colors may not engrave or may engrave inconsistently
• All color information is converted to black and white

If your file isn't laser-ready, we'll reach out to request a revised file or offer to convert it (a design fee up to $50 may apply). If it contains a trademarked design, written authorization is required before production can begin.

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

Requirements

• One solid, dark color (black preferred)
• No gradients, shading, or multiple colors
• High-resolution JPG or PNG — at least 1000 × 1000 px
• Sharp, not blurry, pixelated, or stretched

We accept JPG (.jpg / .jpeg) and PNG (.png) files.

Minimum size: 1000 × 1000 pixels. Files must be high-resolution and sharp. Low-resolution files may engrave poorly and delay your order.

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

• Trademarked or copyrighted logos without written permission
• Photos, portraits, or pictures of people or animals
• Photos of finished products (e.g. a glass with a logo already on it)
• Screenshots or images copied from the web
• Extremely fine or thin lines
• Small text or intricate details that won't engrave legibly
• Overly detailed crests, seals, or illustrations
• Shading, gradients, shadows, or multi-color elements
• Low-resolution, blurry, or pixelated files

Option 1 — Revise your file (no cost)

Resubmit a corrected file: high-quality JPG or PNG, at least 1000 × 1000 px, one solid dark color, no gradients. Once approved, your order moves directly into production.

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

We can rework and convert your design to be laser-ready. A fee up to $50 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 or recreating artwork, cleaning up low-quality files, converting non-laser-ready artwork, or combining elements from multiple files.

No fee is required if you submit a laser-ready file and only basic resizing or placement is needed.

How to proceed

1. Place your order
2. Send your file or describe what you need
3. We'll confirm whether a design fee applies
4. We send an invoice before any work begins

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

What the fee covers

• Fixing, cleaning, and converting your artwork to laser-ready format
• Proper setup for clean engraving on your selected product
• Once set up, you can reuse the same logo on future orders at no additional fee (as long as the design is unchanged)

What it does NOT include

• Delivery of an editable or downloadable file
• If you want the file for external use, a $150 licensing fee applies

No. Laser engraving does not add color. The final appearance depends on the material — not your design file's colors.

Glassware

Creates a frosted white appearance. Color is not possible on glass — even if your logo is colored, the result will always be frosted white.

Stainless steel tumblers

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

Leatherette

The laser reveals the inner layer of the material. Results commonly appear black, silver, or gold depending on the product. Check product photos to see the exact engraved color for your specific item.

We specialize in custom engraved products for bulk, B2B, and corporate orders — designed for business branding, employee gifts, client appreciation, events, and promotional use.

Branded Glassware

Beer glasses, whiskey glasses, shot glasses, wine glasses, pilsners, pints, and decanters. Ideal for corporate events, breweries, hospitality brands, and trade shows.

Branded Drinkware & Tumblers

Stainless steel tumblers, travel mugs, and water bottles. Great for employee gifts, onboarding kits, and long-term brand exposure.

Corporate Gift Items & Bundles

Leatherette coasters, slate coasters, leatherette patches, and curated gift sets. Commonly ordered for employee appreciation, client gifts, and year-end corporate gifting.

Both permanently etch your design. Every glass starts with laser engraving. Sandblasting is an optional second stage — not a replacement.

Laser engraving (standard — all glassware)

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

Sandblasting (premium upgrade)

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.

Yes. Glassware is made through a high-heat molding process and small variations are expected — they are not defects. You may notice small air bubbles, light surface marks, slight thickness variation, or minor unevenness. These do not affect engraving quality or usability.

What qualifies as a true defect

• Cracked glass
• Chipped rims
• Structural damage

Only true defects qualify for replacement.

We include a small engraving on the bottom of most glassware to identify the craftsmanship and origin of the product. It is intentionally subtle, placed on the bottom only, and is not visible during normal use or display.

We do not remove the bottom branding. By placing an order, you acknowledge and accept this standard mark.

Your total cost depends on: (1) how many items you order, (2) whether all items use the same front design, and (3) the engraving option selected.

Each product page shows pricing tiers. Select the tier matching your total quantity, then enter the exact number of items in the quantity field.

Yes — but each different front design must be placed as a separate order with its own quantity and pricing tier. Quantities from different designs do not combine.

Example

You want 100 glasses with 2 different logos — 50 per design. Place two separate orders: one for 50 glasses with Design A, and one for 50 glasses with Design B. Each order is priced at the 50-unit tier independently.

Different back engravings (same front design)

If all items share the same front design but need different text on the back (e.g. individual names), you can keep it as one order. There is a $3 fee per unique back design — we'll send you an invoice after your order is placed.

1. Choose the correct product and pricing tier — select the tier matching your total item count.
2. Select engraving options — one-sided or two-sided; laser or sandblasted (if available).
3. Enter the total quantity — must fall within the pricing tier you selected.
4. Submit your design — you can personalize your item directly on the product page before adding to cart, or upload your design file on the product page itself.

You have two ways to submit your design, both done directly on the product page:

Option A — Personalize on the product page

Use the personalization tool on the product page to enter your text or upload your logo before adding to cart. You'll see a live preview showing approximate placement and size. This preview acts as your final proof.

Option B — Upload your design file on the product page

Some products allow you to upload your design file directly on the product page. After your order is placed, we review the file, convert it if needed, and confirm placement and sizing with you before production begins.

We can engrave a trademarked logo only if you own the business or brand it belongs to, or you created it yourself.

When we CANNOT engrave a trademarked logo

• 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

If a trademarked logo is submitted without ownership confirmation, your order will be placed on hold and we'll request written authorization. If authorization can't be provided, a different design is required.

1. Confirm ownership — if you own the brand or created the logo, you can submit it normally.
2. Determine if authorization is required — permission is required for logos belonging to schools, sports teams, other companies, or any brand you don't own.
3. Provide documentation — a licensing agreement, written permission from the brand owner, or other proof of authorized use.

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

All times are estimates, not guarantees. Processing begins only after your design is submitted correctly, all fees are paid, and any proof is approved. Business days only — weekends and holidays do not count.

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

Shipping upgrades — important clarification

Upgrading to expedited or overnight shipping only reduces transit time after your order ships. It does not speed up production, 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'll confirm whether your timeline is achievable before you proceed.

If a deadline is not shared before ordering, we proceed on standard timelines and cannot be held responsible if the order arrives later than expected.

Rush orders

Rush production may be available for certain order sizes. 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.

You'll receive an order confirmation email once checkout is complete. This confirms we've received your order and includes the product, quantity, pricing tier, and any design submitted at checkout.

1. Submit your design — personalize directly on the product page before adding to cart, or upload your design file on the product page itself.
2. We review your file — if it's laser-ready, we queue it for production. If revisions or fees are needed, we'll contact you.
3. Production begins — once everything is confirmed and fees are paid.

Your order will be placed on hold. Message us with the correct total quantity. We'll calculate any price difference and send an invoice. Production begins only after the correction is resolved.

Reminder: selecting a pricing tier sets the price per item — the quantity field still needs to be filled with the exact number of items you want.

In most cases, yes. If you used a personalization preview link, your submitted preview is your final proof. For form-based orders, we'll send you the laser-ready file with placement and size details for review.

Please review any proof promptly. If we don't hear back within a reasonable timeframe, we'll proceed to avoid delaying your order.

Before production starts, you may request one revision at no charge — small adjustments to placement, size, or layout. Request changes as early as possible.

Once production has started, changes are not possible. Approved designs are treated as final. Review your proof carefully before confirming.

Yes — a $10 Photo Approval Fee applies. We'll pause after the first item and send a photo via text message for your approval before continuing.

• Include a valid cell phone number with your order
• Respond quickly — delays in approval delay the rest of the order
• This step confirms placement, size, and appearance — not a redesign step

Request this option when placing your order or message us immediately after checkout.

Your order status only updates once it ships. Internally, orders move through these stages:

1 — Awaiting Design

Your order is received but your design hasn't been submitted yet. The order cannot move forward until we have it.

2 — Ready for Production

Your design is submitted and under review. We may reach out to confirm details. Engraving has not started yet.

3 — In Production Queue

Your order is finalized and scheduled. Materials are reserved. At this stage, changes are no longer possible — the order is locked to prevent errors.

Changes are allowed only before your order enters the production queue (stages 1 or 2). You may request quantity corrections, design adjustments (within revision limits), or shipping upgrades. Message us as soon as possible.

Once in the production queue, the order is locked — no changes to quantity, design, or shipping method are possible.

In most cases, no. Production is scheduled based on quantities submitted at checkout. If you place a second order immediately and the first hasn't entered the queue yet, we may be able to process them together — but this is not guaranteed. Additional items always require a new order.

• Standard Shipping — lowest cost, no delivery date guarantee
• Expedited / 2-Day — faster transit after shipment
• Overnight — fastest transit once shipped

Your order ships after production is complete. Timing depends on order size, when your design was finalized, current production volume, and whether it was placed during peak season. Once shipped, tracking information will be provided via your order confirmation.

This is common and usually not a concern. It's normal for tracking to show no movement for 24–48 hours, especially during peak seasons or weekends — the carrier may not have scanned the package yet.

If tracking shows no update after 48 hours or if there's an exception or delivery issue, contact the carrier first as they have real-time routing details. You can also message us and we'll help review next steps.

• Check around your delivery area — porches, side doors, mailrooms
• Ask neighbors, coworkers, or building management
• Wait up to 24 hours — carriers sometimes mark packages delivered slightly early

If it's still missing, contact the carrier to open a delivery inquiry. They can provide GPS delivery data and exact drop-off details. If the carrier confirms a delivery error, message us and we'll help determine next steps.

Yes, but additional charges and limitations may apply. Carrier options may be limited for PO boxes and APO addresses. International orders may involve higher shipping costs, longer transit times, and customs duties or taxes paid by the recipient.

If the actual carrier cost exceeds the estimate shown at checkout, we'll contact you and may request payment for the difference before shipping.

Contact us within 48 hours of delivery with: clear photos of the damaged item(s), the quantity affected, and photos of the shipping box and packaging. We'll review and determine next steps, which may include a replacement or carrier claim assistance.

Contact us within 48 hours with clear photos and a brief explanation of what appears incorrect. We'll compare the item against the design you submitted or your approved proof.

Yes. Laser engraving naturally varies, especially on glass and curved surfaces. Glass engraving appears frosted white — not solid white. Engraving depth and brightness can vary slightly between items due to natural glass variations and lighting conditions. Minor variation is not a defect.

All items are custom-made for your order. Returns or exchanges are accepted only if the item arrived damaged or there is a confirmed production error on our part.

Returns are not accepted for preference-based concerns, buyer-submitted design errors, changes of mind, or assumptions about size or placement. Custom items are final sale once produced.

Once your order ships, delivery timing is controlled by the carrier. Delays caused by weather, high shipment volume, holidays, or carrier operations are outside our control and do not qualify for refunds, replacements, or remakes.

Delivery dates are estimates, not guarantees. If you have a deadline for a future order, please contact us before ordering so we can plan accordingly.

• Email: support@custombranddepot.com
• Phone: (605) 681-6656
• Business hours: Monday–Friday, 9:00 AM – 5:00 PM CST
• Address: 1812 E Dakota Ave, Pierre, SD 57501