Orders & Shipping Questions
We ship all orders via FedEx.
You may rush the shipping speed of your order by selecting Express Shipping at checkout for an additional fee. If you need your order guaranteed by a certain date, please reach out to us BEFORE placing an order to verify that the rush is possible. Rushes only affect the time in transit, NOT the lead time. Express shipping is not covered in our free shipping services.
You are more than welcome to pick up your order from our studio in Houston. All you need to do is select ‘local pick up’ at checkout. We’ll notify you when your order is ready. Our pick up hours are Monday through Friday from 10am to 5pm. Our address is 3406 Mc Ashan Street, Houston, TX 77003.
We are not responsible for shipping delays due to weather, customs delays, or client address errors. Please verify that your address is correct before placing your order. We are not responsible for time lost due to failed delivery attempts. If your order is marked by USPS or FedEx as delivered and you do not have it, contact them immediately and let us know so we can try and help. We are not responsible for replacing lost or stolen packages.
Your order will be packed carefully and professionally. If your order was damaged in transit, please contact us as soon as possible (within 72 hours) of receiving your order. We will need you to describe the damage and provide images of the damage to the item and the outside of the box used in shipping. We will open a claim with USPS or Fed/Ex on your behalf. Once the claim is processed we will send a replacement item.
If you are dissatisfied with your order, please contact us within 72 hours of receiving your order. We typically do not accept returns for personalized items, but may make exceptions on a case by case basis. Authorized returns must be returned within 10 days of receipt, tracked and prepaid. The cost of return shipping is your responsibility. Shipping costs are nonrefundable.
We provide custom laser cutting & design services to individuals, design firms, and other businesses. A custom order is a project that is not offered in our online shop. For custom orders, you may provide your own design file* for us to work from or come to us with an idea and we’ll design, then fully execute the project. Custom orders have different terms and conditions than items purchased through our online shop.
Each custom project begins with a personalized quote. Reach out here and tell us about your project by submitting the form. We’ll answer any questions you may have and nail down the specifics of your project. Then we’ll send over an estimate. If you like what you see, you’ll sign off for the project to begin and submit your deposit. We will provide design proofs and get started once we receive proof approval. Then we’ll take great care in creating your project and will keep you posted on progress. When it is complete, we’ll notify you for pick up and you’ll submit your final payment.
Our standard turnaround time is 7 -14 business days from proof approval and receipt of deposit. Turnaround time does not begin when a project inquiry is sent. It begins when you approve your proof. Turnaround time is subject to change due to the studio production schedule and/or complexity of a project. Projects that require a deadline of less than one week may be subject to a rush fee. An estimated timeline and estimated completion date will be included with your estimate.
We reserve the right to accept or decline your custom order. Projects totaling under $250 must be fully paid in advance. Projects totaling over $250 require a non-refundable 50% deposit to begin. Final payment of the remaining balance is due upon project completion, and before time of pick-up or shipment. Taxes and shipping costs are not included in estimates. Estimates are valid for 30 days. We accept all major credit cards.
We offer three options for collecting your custom order:
You may pick up your order from our EADO studio in Houston. We can arrange a courier service to deliver your order within the Greater Houston Area*Multiple shipping options are available (USPS, FedEx, & UPS)*
*delivery and shipping options are available for an additional fee
Our designers are happy to talk with you about your items to make sure they are perfect for your event. Schedule a design consultation via this link -Design Consult With Kim
We have a detailed guide to setting up files. Please click the link here to learn more. If you do not set you file up correctly, we will have to charge a design setup fee.
To view how to set up a paper project, Click Here.
We have a sizing chart here for you to visualize the heights.
Yes, we do! We have an extensive pricing and style guide available here!