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Customer Help

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Common purchase queries answered

Orders and Shipping

Before your order is built, we must first receive payment. The payment verification process can take up to 48 hours. After that, it typically takes 5 to10 business days to build an order. The time it takes to build an order may be extended if you order a large quantity or if you submitted particularly complex artwork. Additionally, if you request a proof, we will not begin building your order until you are satisfied with the proof. 

The vast majority of orders are shipped via USPS or FedEx. Our carrier choice is dependent on the destination, size, and weight of a shipment. We do everything we can to keep your shipping costs low while ensuring your order travels efficiently and securely. If your order is being shipped to an APO, FPO, or EPO, it will be shipped by USPS. International orders are shipped via USPS or FedEx International.

Yes! We do. We normally send orders as receiver pays any import duties or taxes due. Refer to your country’s import/export rules with the USA for details on rates and fees

You will provided a tracking from UPS, Fedex or USPS once the label is placed on the box with your engraved gift. 

No, we don’t store this information. Every transaction is collected through our PayPal.

When your order ships, normally within one to two calendar weeks (and maybe longer during peak seasons), you will automatically be sent tracking information to the email address provided during checkout. Delivery time estimates are located under our Delivery link.

This depends on the size of the order. Contact us for certain request.

If you need to swap an item

Returns and Exchanges

At KingEngravingEcom, we take pride in delivering high-quality products, and we want you to be completely satisfied with your purchase. If you receive a damaged item or encounter issues related to engraving, we offer a hassle-free replacement policy to ensure your satisfaction.

Damage Issues: If your order arrives with any damage, please contact our customer support team within 2-4 days of receiving your package. Provide us with clear photos of the damaged item and its packaging, along with your order number and a description of the issue. We will swiftly arrange for a replacement item to be sent to you at no additional cost.

Engraving Issues: In the case of engraving errors or discrepancies between the engraving details you provided and what’s on the product, please reach out to our customer support team within 2 days of receiving your order. Include your order number and clear photos showcasing the engraving issue. We will expedite the creation and delivery of a corrected item with the accurate engraving details.

Return Policy: Please note that for damage or engraving related issues, we generally do not require you to return the original item. This policy is in place to minimize inconvenience to you. However, we may request that you provide photos of the damaged item for our records.

We are committed to your satisfaction and stand by the quality of our products. If you have any questions or concerns about the replacement process, please don’t hesitate to reach out to our customer support team. We’re here to make sure you have a positive experience with us.

Thank you for choosing us for your special purchases. We look forward to ensuring you receive a perfect item that meets your expectations.

If you’ve received an incorrect item in your order, we sincerely apologize for any inconvenience this may have caused. We understand the importance of getting the right product to you. Please follow these steps to resolve the issue:

  1. Check your Order Confirmation: Verify that the item you received doesn’t match the item listed in your order confirmation email.

  2. Contact Customer Support: Reach out to our dedicated customer support team as soon as possible. You can do this by using the contact information provided on our website or by responding to the order confirmation email. Provide them with your order number, a description of the item you received, and the item you were supposed to receive.

  3. Return Process: Our customer support team will guide you through the return process for the incorrect item. We may arrange for a return label or provide further instructions on how to send back the item.

  4. Receiving the Correct Item: Once the incorrect item is received and verified by our team, we will expedite the shipment of the correct item to you. We’ll do our best to make sure you receive the correct product as quickly as possible.

Please be assured that we take this matter seriously and will work diligently to rectify the situation. We appreciate your patience and understanding as we work towards resolving this issue to your satisfaction.

If you have any additional questions or concerns, please don’t hesitate to contact our customer support team for further assistance. Your satisfaction is our top priority.

We apologize for any inconvenience you’ve experienced due to a damaged order. We understand the frustration this can cause and are here to assist you in resolving the issue promptly. If your order arrives in a damaged condition, please follow these steps:

  1. Document the Damage: Before opening the package, please take photos of the damaged outer packaging. Then, carefully open the package and take clear photos of the damaged items as well. These photos will be important for our records and for any potential claims with the shipping carrier.

  2. Contact Customer Support: Reach out to our customer support team as soon as possible to report the damage. You can use the contact information provided on our website or reply to your order confirmation email. Provide your order number and include the photos you took of the damaged items.

  3. Return or Exchange Process: Our customer support team will guide you through the process of returning the damaged items. Depending on the situation, we might arrange for a return label or request additional information. If you prefer a replacement, we’ll expedite the shipment of the replacement items to you.

  4. Refund or Replacement: Once the damaged items are received and verified by our team, we will process a refund or send out replacement items, as per your preference and our availability. We aim to make this process as smooth as possible.

At KingEngravingEcom, we’re dedicated to providing excellent customer support to ensure your shopping experience is smooth and satisfactory. If you have any questions, concerns, or need assistance, our customer support team is here to help. You can easily reach us through the following methods:

  1. Email: Send us an email at customizemyglassecom@gmail.com.  Our team will respond to your query as soon as possible, typically within 12 hours or less. Make sure to include your order number and a detailed description of your question or concern for quicker assistance.

  2. Phone: You can speak directly to one of our customer support representatives by calling our toll-free number: (828) 471-6517. 

  3. Live Chat: Visit our website and look for the live chat option located at the bottom right corner of the page. Our team will be happy to assist you in real-time and address any immediate concerns.

  4. Contact Form: You can also fill out the contact form on our “Contact Us” page. 

We understand that errors can happen, and entering the wrong shipping address can be a concern. If you’ve realized that the shipping address you provided for your order is incorrect, please follow these steps to rectify the situation:

  1. Contact Us Immediately: If you notice the error before your order has been shipped, please reach out to our customer support team as soon as possible. You can find our contact information on our website or in your order confirmation email. Inform us of the correct shipping address and provide your order number for reference.

  2. Order Status: If your order has already been shipped, it may be in transit to the incorrect address. Depending on the shipping method and carrier, there might be options available to intercept or reroute the package. Contact our customer support team to discuss the possibilities and potential solutions.

  3. Address Update: For future orders, ensure that you provide accurate and up-to-date shipping information during the checkout process. Double-check the address fields to prevent any mistakes that could lead to shipping issues.

  4. Reshipment or Refund: If the package is returned to us due to the incorrect address, we can reship it to the correct address once it’s received back. However, additional shipping fees may apply. If the package is lost or unable to be redirected, please contact our customer support team to discuss potential resolutions, which may include a refund or replacement, depending on the circumstances.

We’re here to assist you in resolving address-related issues and ensuring your order reaches you as smoothly as possible. Your satisfaction is important to us, and we appreciate your understanding in these situations.

We understand that circumstances might change, and you may need to cancel or make changes to your order. If you wish to cancel or make modifications to your order, please keep in mind the following policy:

  • Cancellation and Changes Timeframe: You can cancel or request changes to your order within the first 24 hours after placing it. This gives us time to process your request before the order enters the shipping process.

  • Additional Fees: After the initial 24-hour window, we may not be able to accommodate changes or cancellations without incurring additional fees. This is because your order might have already been processed, packaged, or shipped, which could involve extra handling and administrative costs.

  • Contacting Customer Support: To cancel or change your order within the first 24 hours, please reach out to our customer support team as soon as possible. You can find our contact information on our website or in your order confirmation email. Provide your order number and details about the changes you’d like to make.

  • Refunds and Modifications: If your request is within the allowed timeframe, we will process your cancellation or modification and provide appropriate refunds or updates to your order total.

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