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FAQ

1. How does the customization process work?

We provide a list of pre-defined customization options and designs on certain products. When reviewing the customization options to the right of the photos, choose the relevant design number (where applicable) from the dropdown and add other specific details into the Details field.

For some products, we provide the option for you to upload your own design. 

Please ensure you only upload artwork that you have full legal rights to.

Also note, we require either of the following file types: pdf, .ai, .svg, .eps. Image upload is allowed as well.

Crucial for high-quality engravings are high-resolution photos (at least 300dpi), ideally as jpg.

2. Can I see a preview of the customized product before ordering?

We provide proof, if requested. Please let us know when placing the order by adding it to the Details box on the product.

Please double-check all the information you provide to ensure accuracy. If you have any specific requests or instructions, you can also include them in the designated field.

3. What is the processing time for custom orders?

Each customized product is meticulously crafted to your specifications. 

Generally, please allow between 2 to 5 business days for our team to create and prepare your unique item. Bulk orders may take extra time, depending on the size of the order. 

Please ensure you choose the for you best shipping method.

If you need to fast-track an order, please email us with the order number and we will review asap. For orders over 30 eaches, an additional fee of $45 will apply.

4. Can I make changes to my customization after placing an order?

Please contact us via email as soon as possible if you need to make changes to your order. We can accommodate changes as long as we have not started working on the order.

5. What is your return policy for customized products?

If you choose one of our own creations and designs (basically anything non-personalized), we will accept return of the product. For personalized products, we do not accept returns or exchanges unless the item is defective or damaged. If you encounter any issues with your order, please contact our team at info@auroragiftworld.com, and we will be happy to assist you.

6. Do you offer any templates or design ideas for customization?

We sure do! Some products will display design options, we can also utilize one of our designs on a different product. Furthermore, we provide design services and will work with you for any special requirements.

7. Can I request a sample of the customization before placing a bulk order?

We are happy to provide a sample to you before placing a bulk order with us. Please reach out to us via email for the charge as the cost of the sample depends on the product.

8. Can I cancel or modify my order after it's been placed?

If you need to cancel or modify an order, please reach out to us and we will do our best to accommodate your request.

9. What are the available payment options?

We accept most major credit card as well as Shop Pay. You can also choose to pay using PayPal for added convenience and security. We currently do not accept American Express.

10. Do you offer any discounts for bulk or large orders?

Yes, we do offer discounts on bulk and large orders. Please reach out to us and let us know product name, desired quantity, and required customization options. We generally respond within 24h, in many cases the same day.

11. Is there a minimum order quantity for customized products?

We have no minimum for our products, customized or not :) 

12. Do you offer international shipping?

Yes, we offer international shipping to select countries. Shipping rates and delivery times may vary depending on your location. Please note that any customs fees or import duties are the responsibility of the customer.

13. How can I contact your customer support team?

You can reach our customer support team by emailing us at info@auroragiftworld.com. We strive to respond to all inquiries within 24 hours.

14. I bought a gift for someone that I need engraved, do you provide engraving service?

For any laser cutting or engraving needs, you can get in touch with our parent company via info@blueridgeengravings.com. The website to our parent company is: BlueRidgeEngravings.com - there you will find a lot of information in regard to portfolio, materials, services, corporate branded gifts, and more.