FREQUENTLY ASKED QUESTIONS


Where are you located and what are your business hours?

We are a web-based company located in Richardson, TX (just north of Dallas). We do our best to keep hours between 9am and 4pm CST to answer phone call and emails. Any calls or emails outside of this time frame will typically be returned the next business day; unless we have a weak moment. We are always able to meet and are available by appointment both during and after regular hours. We will do our best to work around your schedule.

Is there any way to see your products in person before I place an order?

This is a great question. While online is one of the easiest and most convenient ways to check out our products, we have lots of different ways for you to get our products in your hands. The easiest way is to buy them, get them, use them, enjoy them; everything we put online is top notch and high quality. However if you want to get it in your hands before you buy and are local to Dallas, TX we would be happy to meet with you and show you some of our work.

How long will it take to get my order?

This is a bit of a loaded question but it comes up all the time. We aim to complete and get orders shipped within 5-7 business days after the order is placed. There are a lot of factors that play into this. Timeframes can be impacted by the size, complexity and requirements of not only your order but all of the other orders that come in on any given day. We work on a first in first out workflow. If we don’t think we can get it done in the desired timeframe we will let you know up front!

Can I order something custom that is not on the website?

YES! The website only shows a fraction of all the items we carry and all the items we can create. Give us a call at 1-866-7-ETCHUS  and we can talk about it.

My image doesn't look good in the online customizer

Chances are that if your image doesn't look good in the customizer its going to look even worse on the finished product. Neither of us want this to happen. this can be tricky at times so a few things to consider when selecting an image. 
     1. PNG Images typically have a transparent background and this will typically engrave quite nicely on any metallic or stainless items we laser engrave
     2. JPG Images will sometimes work for our metallic and stainless laser engraved items but sometimes it won't
     3. JPG or PNG images will typically work on our bamboo and wood products that get laser engraved
     4. High Resolution JPG Images are going to look incredible on any of our HD Color Printed products

Can you help with my graphics?

We have some of the best graphics designers in the business. Your graphic may not be looking good online or you may have a graphic that just needs some work. Our graphic design rates typically start at $60 per hour. If you would like learn more about our graphic design services feel free to email graphics@etchus.com or call us at 1-866-7-ETCHUS (866-738-2487)

What file types do you need to create my product?

This is a great question and it really depends on what we are doing for you. The better the artwork the better the end result. This is a bit of a loaded question because a lot depends on the technique we will be used to personalize your files. Our online customizer allows you to upload all kinds of different file types. JPEG and PNG files are typically good to upload. The larger the better. Keep in mind that if it looks like crap on the screen its not going to look good as a final product. If you elect to have us do something for you that is either not on the website or does not look good on the website then the following will apply?

When we Laser Engrave and Sand Carve we need a really good quality vector graphic. Vector graphics allow you to adjust and resize an image without creating any distortion. File extensions we typically look for are .ai, .eps and .cdr. While other file types could sometimes work these are the most ideal for the best results and quickest turn around time. 

For HD Digital Printing a very high resolution .jpg or .eps files work best. Pictures from professional photographers come out amazing! If you see items on our website that have color they all use HD Digital Printing to create the end result. If you plan to send yourself a file from your phone to upload for printing, make sure you select the largest possible image (typically actual size). Anything over 1MB in size will typically print very well.

Do you offer volume discounts?

Great question. We love giving discounts on VOLUME orders. Volume breaks typically start at 24 items on most of our products. Send an email to sales@etchus.com or better yet, if you aren’t afraid of making phone calls, give us a call. It gets lonely over here – 1-866-7-ETCHUS (866-738-2487)

Can you personalize something that I already own?

If we had a nickel for every time we heard this question we would probably be on a beach in Grand Cayman vs. sitting here running a business. In long, we want to keep our client’s super duper happy and coming back regularly. One item getting messed up is going to leave a bad taste regardless of how many liability waivers we have you sign. Let’s be real, we are human, things happen, things sometimes don’t go as planned. If you have read this and still want to give it a whirl, we are happy to make the attempt. We will have you sign a waiver and go over all the risks with you. 


Keep in mind that we will not do customizations to products that have already been used. Items must be in new and unused condition.

My organization is trying to put together a fundraiser, can you help by creating products for us?
We sure can, this is something we have done quite a bit. Whether you are representing a school, civic organization, non-profit, sports team, religious organization or some type of organization or group not mentioned here, we can work with you to put a program together. We can get real creative and strategize some ways to accomplish your goals with you. Just email sales@etchus.com or give us a call – 1-866-7-ETCHUS (866-738-2487) – (operator is standing by) – yes; operator :)

Size might matter for me, how big of an item can you work with?

Easy there tiger, that is kind of a loaded question. We try to match up the right tools for the right project. Our tools give us a wide range of sizes to accommodate even the most complicated of projects. When we can’t rely solely on our personalities and work quality to keep you happy, we have a variety of companies we work with around the world to get the job done. We can help make your dream a reality.

  1. Our Laser Engraver has a work area of 32” x 20” 
  2. Our HD Digital Printing has a work area of 28” x 20”
  3. Our CNC Routing and CNC Plasma Machines have a 4’ x 8’ work area.

Do you do any co-branding for Fundraisers?

We sure do, this is something we have done quite a bit. Whether you are representing a school, civic organization, non-profit, sports team, religious organization or some type of organization or group not mentioned here, we can work with you to put a program together. We tend to get real creative and can strategize some ways to accomplish your goals with you. Just email sales@etchus.com or give us a call – 1-866-7-ETCHUS (866-738-2487) – (operator is standing by) – yes; operator :)

Do you have a question that has not been asked here?

Send us an email – sales@etchus.com or give us a call 1-866-7-ETCHUS (866-738-2487)