Ordering + Shipping
Ordering Methods
We encourage utilizing our online store for browsing and purchasing. Our checkout process includes options for uploading personalization files and drop shipping spreadsheets to ensure we receive all necessary details. If you prefer to email this information post-purchase, please include your order number in the subject line and send the attachments to shop@cristaux.com.
Phone and Email Support: Our team is available to assist you via phone at 1-312-778-8800 or toll-free at 1-866-343-9511, Monday to Friday, 8:30am – 4:30pm CST. You can also email us at shop@cristaux.com for support with your online orders.
When contacting us, please have your award item number, delivery date, and billing/shipping address ready. For personalized orders, ensure you can send us all artwork, logos, and personalization files as attachments.
All orders will be confirmed via email.
Payment Methods
Credit Card: We accept VISA, MasterCard, American Express, and Discover. Orders not placed through our online store and requesting credit card payment will incur a 3% finance fee. We do not accept or work with PayPal, Affirm, or Bill Me Later.
Net Terms: Available to established accounts with a completed credit application and at least three prior orders. An active credit card must remain on file.
ACH & Wire Transfers: Preferred by our accounting department, and we encourage transitioning to these methods for efficiency.
Checks: Accepted for accounts approved for Net Terms. Note that products ship only after the check clears, which may delay delivery. For time-sensitive orders, we recommend using credit card, ACH, or wire transfer.
Purchase Orders: Businesses using PO systems can apply through our checkout process by selecting “Net Terms/PO.” Only established accounts can use this option, and new accounts must undergo a credit application process before order processing.
All charges are in U.S. Dollars.
Processing & Production Times
Art proofs are typically sent within 1-2 business days. Production starts only after your approval, taking 7-10 business days from art approval. Remember to account for shipping time when selecting your in-hand date at checkout.
Standard Production: 7-10 business days from art approval for processing and shipping. We appreciate longer lead times to ensure the highest quality.
Rush Orders & Fees: Many products have indicated lead times on their pages. For expedited orders, choose a faster shipping method to meet your in-hand date. Rush fees range from 25% to 100% of the item’s retail value. Contact us at 1-312-778-8800 or 1-866-343-9511, or email shop@cristaux.com with your order number for questions.
Note: Production starts only after final approval. Delays in approving art proofs may result in expedited shipping costs or order cancellation. Carefully review all layouts, names, sizes, and spelling before approval, as responsibility shifts to the customer upon approval.
Shipping Information
Orders may ship from various U.S. locations, with no additional fees beyond one shipping charge. Deliveries are scheduled for business days. For weekend deliveries, contact customer service at 312-778-8800 or through our contact form.
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US Shipping Table |
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Shipping Method |
Shipping Time |
Shipping Charge |
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Ground Delivery |
3-5 Business Days |
10% of Merchandise Total |
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2 Day Delivery* |
2 Business Day by 4:30pm |
25% of Merchandise Total |
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Overnight Delivery* |
1 Business Day by 4:30pm |
35% of Merchandise Total |
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Overnight Morning Delivery* |
1 Business Day by 10:30am |
45% of Merchandise Total |
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Canada Shipping Table |
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Shipping Method |
Shipping Time |
Shipping Charge |
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Ground Delivery |
3-5 Business Days |
25% of Merchandise Total |
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Overnight Delivery* |
1 Business Day by 4:30pm |
45% of Merchandise Total |
*Expedited shipping may sometimes deliver after 4:30pm, which is beyond our control.
Shipping charges do not include duties and customs costs, which will be billed to the customer. Cristaux may invoice additional fees up to 90 days post-delivery.
Freight Estimates: We do not offer freight estimates on our stock solutions as our freight charges are calculated as a percentage of invoice value. Orders more than 100+ pcs. may, however inquire with customer service for other shipping methods such as LTL that may assist in reducing shipping fees.
Multi-Shipping / Drop-Shipping / Shipping to Multiple Locations
At checkout, select “Ship to Multiple Locations” to split your order, with a $10 handling fee per address. Provide shipping all shipping details via our autogenerated spreadsheet, either uploaded during checkout or emailed to shop@cristaux.com with your order number. Ensure address accuracy as Cristaux is not liable for errors.
Undeliverable / Declined Shipments: $25 per address fee applies.
Address Correction / Interruptions: $35 per address fee applies.
Third Party Account Numbers: Shipping via third-party UPS or FedEx accounts shifts all carrier-related issues to the customer. An $10 per shipment fee will be implemented on Third Party Account Numbers. Cristaux may invoice additional fees up to 90 days post-delivery. We prefer to ship using our account to avoid delays. Please contact customer service before placing an order if requesting to ship via this method. Third-party accounts are not accepted for international orders.
International Shipping / Non-US or Canada Orders
For international orders, contact customer service before ordering. Additional fees, including customs duties and taxes, will apply. Cristaux may invoice additional fees up to 90 days post-delivery. Third-party account numbers are not accepted for international shipments.
Tax Information
Cristaux complies with state regulations, automatically calculating sales tax on applicable orders. We are required by law to collect and remit sales on eligible purchases made within Illinois.
Tax Exemptions: Provide a tax-exempt certificate to shop@cristaux.com. Verified certificates will remove applicable tax charges.
Order Processing
Back Orders: Occasionally, products may be back-ordered. No additional shipping fees for items shipped separately to the same address.
Changes & Corrections: Corrections before production are free. Order quantities can be adjusted before production. Contact customer service with your order number at shop@cristaux.com for any requested changes. Once proofs are approved, no changes can be made.
Cancellations: Cancellations must be made with customer service or via email. Full refunds are available for cancellations made by 4:30pm CST on the day of order. Cancellations within 24 hours incur a 25% of order cancellation fee. No cancellations are allowed once proofs are approved.
We reserve the right to cancel orders, with notice, under the following circumstances:
- No response to a proof after 10 days.
- The order has been on hold for more than 15 days due to a lack of information, such as shipping addresses, artwork, personalization, etc.
Exact Quantity Orders Under/Overruns: Some custom products require case quantity purchase. Cristaux may ship and bill up to 10% over or under the ordered quantity.
Samples: All random samples will be billed at item cost plus shipping and must be returned the way it was received. Return samples in original condition within 30 days for a credit on future orders, less freight and a 25% restocking fee. Sample requests are encouraged to inquire with customer service via phone or email before placing their order.
Blank Orders: All orders placed that do not require any personalization will receive a 10% discount. Please contact customer service before placing your order to receive your discount code.
Custom Orders & Specialized Personalization Methods: Cristaux offers custom design services variating in many different materials: crystal, glass, acrylic, metal, wood, resin, etc. Please submit all custom requests using our form found on our Custom Form page.
Please note that most custom products have production lead times between 60 -120 days based on material availability, location, logistics conditions, and time of year; this is exclusive of time required for custom design, engineering and quoting. Rush lead times may be accommodated by utilizing air freight and can significantly increase the cost of the project.
Prototypes can be requested and will be billed at cost plus shipping. Note that projects requiring complex modelling and tooling will impose higher project startup costs and lead times. Custom projects with budgets of $5,000 or more will be considered. All approved custom projects will be required to provide additional information via our Sales Intake Process. Projects of lesser budget will be directed to explore our stock offerings.
Engraving Artwork: Provide sharp black and white vector format artwork. We suggest that you leave type style to the discretion of our art designers, but please note if a specific font is preferred. Any corporate fonts will need to be provided to us and should be sent with your order number through
Colorfill: $10 per color per piece charge applies. Our basic color options are: gold, silver, black and white. PMS matching is available with a $125 setup fee per color, and a $20 per color, per piece charge. PMS matching is exclusively available on orders of $5,000 or more. Please contact customer service for details before placing your order. Colorfill will add more time to your order due to overall complexity. We encourage using colorfill with projects of longer lead times. We advise against applying any colorfill to stemware and barware and reserve the right to reject such requests due to the complexity of the process. Please note that that FDA regulations do not permit colorfill on items to be used for consuming food or drink.
Secondary Locations & Imprint Methods: For a single imprint in a secondary location on a single item, the cost is $10/per location, per unit. For more than one imprint method on a single item (e.g., both etching and printing), the cost if $10/per method, per unit, per location. We highly advise to consult with customer service for more customized artwork layouts that may require these methods.
Confirmations: Orders are promptly acknowledged via email with an order confirmation document for your records. Please review the document carefully for any discrepancies.
Our order confirmation document implies your approval and supersedes all terms and pricing on the customer’s purchase order. Discrepancies and disputes must be resolved prior to the production of your order. Any changes will be reconfirmed for your records.
