• We accept PNG, JPG, JPEG, SVG, AI, EPS, and PDF formats with a minimum size of 1000px x 1000px. For best results, vector or laser-ready files are required.

• A laser-ready file is a design that:

  • Is solid black with no colors, gradients, or shading.

  • Represents the black areas as the parts to be engraved.

  
  

If your file is not laser-ready, we can prepare it for a one-time design fee of up to $25.

Unfortunately, we only provide proofs or mockups for confirmed orders. However, we completely understand the importance of seeing the design beforehand, especially for larger orders.

If you'd like, you can order a single sample item. Once you place your full order, we’ll refund the cost of the sample. 

Feel free to contact us if you have any questions or need assistance—we’re happy to help!

We cannot engrave trademarked logos (e.g., school logos or copyrighted designs) without proof of permission. Please ensure you have authorization before submitting such designs.

Designs that are blurry, low-resolution, or overly intricate may not engrave well. Text or details too small to be legible will be simplified. If editing is required, a one-time design fee of up to $25 may apply.

No problem at all! We can engrave text without any additional design fees. After placing your order, simply fill out the personalization box with your text and specify your preferred font style. If no font style is provided, we’ll choose one that best complements your design.

For optimal readability, we recommend a maximum of 3 lines of text, with up to 3 words per line. This ensures the design remains clean and professional. If you have any questions or need further assistance, feel free to reach out!

Yes, we can add text below your logo! Please make sure your logo is laser-ready before submitting it.

A laser-ready logo is:

• Solid black and white with no colors, gradients, or shading.

• Designed so that the black areas represent the parts to be engraved.

You can also specify the text and font style in the Personalization Form after placing your order. If your logo isn’t laser-ready, we can prepare it for you for a one-time design fee of up to $25.

Absolutely! If your design is just text, we can create it for free. Simply specify your text and preferred font style in the personalization box provided before placing your order. If no font is provided, we’ll choose one that best complements your design.

For more intricate designs, we can create one for you for a design fee of up to $40, depending on the complexity of the work required. Feel free to contact us if you’d like to discuss your ideas or need guidance. We’re happy to help!

Yes, we’re happy to assist with additional engraving requests! Please provide all your detailed instructions in the personalization box, including specifics like size, placement, or modifications. Examples include:

• "Center the logo on the front of the glass."

• "Engrave the text below the logo."

Including clear instructions in the personalization form ensures we can fulfill your request accurately and efficiently. If you have further questions, feel free to contact us!

Yes. Once you place your order, you'll be able to customize the design and you'll receive a preview that will serve as a proof before adding to cart. Once you submit it, we'll engrave it exactly as what's been submitted to ensure accuracy.

Yes, but here’s how it works:

• If a design fee has already been paid, it includes up to 3 revisions for text or font changes at no additional cost.

• For orders that did not incur a design fee, we charge a minimum of $5 for up to 3 text or font revisions.

We recommend providing 3 preferred font options upfront when placing your order. This allows us to quickly create and send 3 versions for you to choose from.

If further alterations are requested beyond the initial revisions, additional fees may apply, as these changes require time and effort. This applies to text-only orders or text-below-logo orders that didn’t already require a design fee.

Let us know if you have any questions or need guidance with font selection!

Yes, you can request changes to the proof for your logo design by sending us an email at files@custombranddepot.com. Please provide clear and specific instructions to ensure revisions are made accurately.

Here’s how revisions for logo designs work:

• The first two revisions are included at no additional cost.

• Additional revisions beyond the second will incur a $10 fee.

  
  

If you did not pay a design fee upfront but would like to request changes to your logo design, a minimum fee of $5 will apply for up to 3 revisions.

For orders that involve logo designs, we recommend providing all necessary design files and clear instructions (e.g., placement, size, or specific edits) when placing your order. This minimizes the need for additional revisions and helps ensure a smooth process.

If the requested changes require a complete redesign of the logo (e.g., altering the concept, layout, or recreating the logo), it will not be considered a revision. Instead, a design fee of up to $25 will apply, depending on the complexity of the redesign.

Feel free to reach out if you have questions or need guidance for your logo design!

We’re here to make things right! If there’s an issue with your order, such as damage, incorrect items, or other concerns, please contact us within 7 days of receiving your order. Providing photos of the issue will help us resolve it quickly.

Minor scratches and air bubbles are a natural part of the glassmaking process. These imperfections occur during production and are inherent to the material. We carefully place designs to minimize the visibility of these imperfections and ensure they do not affect the overall quality or aesthetic of the product. 

Please keep this in mind when placing your order. If you have concerns about your item, feel free to reach out to us!

We’re so sorry to hear about this! If your items arrived damaged, please message us within 7 days of delivery. Include the following:

• Photos of the damaged item(s).

• A photo of the packaging, including the shipping label.

  
  

We’ll review the issue and work with you to provide a replacement or another resolution as quickly as possible.

If you received the wrong items, we sincerely apologize for the mistake. Please contact us immediately with:

• A photo of the items you received.

• The correct items you expected to receive.

  
  

We’ll verify the issue and arrange for the correct items to be sent to you.

Absolutely! Replacements can be arranged for damaged or incorrect items. Contact us with the details of the issue (including photos) within 7 days of receiving your order, and we’ll ensure the correct items are sent to you promptly.

Replacements for custom orders are only offered in cases of a manufacturing defect. If the design was approved but does not meet expectations, we are unable to provide a replacement, as the approval process ensures the final product reflects your specifications. 

If you believe there is a defect or issue with your item, please contact us within 7 days of receiving your order, and we’ll be happy to assist.

Custom orders are non-refundable unless there is a manufacturing defect. Refunds or replacements cannot be provided for designs that were approved but did not meet expectations, as the proof approval process ensures the design aligns with your specifications.

If you encounter a defect, please contact us within 7 days of receiving your order for assistance.

We offer several shipping options, including standard, priority, 2-day shipping, and 1-day shipping. The exact options available depend on your location and the size of your order. You can select your preferred shipping method during checkout.

Shipping times depend on the selected shipping method, and these are in addition to production times. Below is an overview of our production timeline based on order size:

Production Timeline by Order Size:

• 1–2 items: 3 business days.

• 3–10 items: 4 business days.

• 11–50 items: 8 business days.

• 51–100 items: 10 business days.

• 100+ items: 15+ business days.

Important Notes:

• Production time begins once the proof has been approved. Delays in proof approval will impact the timeline.

• During peak seasons like holidays, production times may extend due to higher order volumes. We recommend placing your order early to ensure timely delivery.

Shipping Timeframes:

• Standard Shipping: 2–5 business days.

• Priority Shipping: 1–3 business days.

• 2-Day Shipping: Delivered within 2 business days after dispatch.

• 1-Day Shipping: Delivered the next business day after dispatch.

For time-sensitive orders, we suggest selecting Priority, 2-Day, or 1-Day Shipping and approving your proof promptly to avoid delays. If you have any questions or specific delivery needs, feel free to reach out!

If you need your items sooner than the estimated delivery date, we can expedite production and upgrade your shipping for an additional rush fee. Here’s how we determine rush fees and upgraded shipping options:

Rush Fee Breakdown

• $2.50 per item: For extremely urgent orders that require immediate priority.

• $2.00 per item: For very tight deadlines requiring minimal production time.

• $1.50 per item: For orders needed slightly before the original estimated ship date (plus 4 days).

Shipping Upgrade

We recommend selecting 1-Day, 2-Day, or Priority Shipping at checkout to ensure faster delivery once production is complete.

Important Notes:

• A minimum rush fee of $15 applies to all expedited orders.

• For orders of 20+ items, please send us a message to confirm if rush production is feasible before offering expedited services.

To determine if we can meet your deadline, please provide your desired delivery date, exact location, and order details as soon as possible. Once we review your request, we’ll confirm if we can accommodate it and provide the necessary options to proceed.

Feel free to contact us with any questions or concerns!

Yes, we ship internationally and to Alaska, Hawaii, and Puerto Rico. However, please note that the shipping cost shown at checkout is only an estimate. After you place your order, we will provide the exact shipping cost.

If the actual shipping cost is higher than the estimate, we’ll notify you and bill for the difference. If it’s lower, we’ll refund the extra amount. Production will not begin until the shipping cost is confirmed, ensuring complete transparency and avoiding unexpected charges.

Feel free to contact us with any questions about international or non-mainland U.S. shipping!

It’s not uncommon for USPS and other carriers to experience delays in updating tracking information. This doesn’t necessarily mean your shipment is lost or delayed—it may still be in transit.

We recommend contacting the carrier directly with your tracking number for the most detailed and accurate information.

If you have further concerns or need additional assistance, feel free to reach out to us. We’re here to help ensure your order arrives as expected!