Frequently asked questions (FAQ’s)
Frequently Asked Questions
What is your turnaround time?
We do our best to fulfill and ship orders out within 3-4 business days, sometimes sooner. Please note that turnaround time may be longer during holidays and can also depend on current production schedule. Please let us know if your project has a specific deadline so we can determine if our production schedule can accommodate it prior to ordering.
Do you accept returns or exchanges?
We do not accept returns or exchanges as all sales are final. However, if there is an issue with your order, please reach out to us directly via email at support@noogalasercraft.com. We will make every effort to ensure your complete satisfaction with our products and service.
Are you able to send me a proof before shipping out my order?
While we are unable to send any finished engraved or cut proofs, we will send a digital design proof for your review / approval prior to actual production of your order.
Do you accept items that I already have to engrave on?
Depending on the item, we may be able to accept customer provided items for engraving. Keep in mind that items we provide for engraving have been thoroughly tested in our workshop to determine engraving parameters that produce the optimal results for our clients. Customer provided items don’t allow for the testing necessary to determine those optimal settings and may not always yield the best outcome.
Custom Items
Are you able to create a custom item or design?
Yes, please reach out to us and we would be happy to work with you on your custom items or designs. Please note that a design fee may apply depending on the complexity of the item or design.
Are you able to engrave my logo?
Yes. We ask that all logos be sent to us in black & white in either PNG or SVG file format.
Wood Engraving Products
I noticed an imperfection on my finished product. Why is that?
We use a variety of wood products sourced from some of the highest quality suppliers in the industry. Occasional imperfections such as knots, slight roughness, variations in grain patterns, or differences in color are common with natural real wood.
Why is the engraving on my item lighter or darker than some similar items shown on your website?
Because we use all natural wooden products, the engraving may vary depending on the specific grains of that species of wood. This variation in color and texture helps make our items unique and one of a kind.
Wholesale Orders
Do you accept Wholesale Orders for specialty shoppes or retailers?
Yes, please reach out directly to us to discuss your custom orders and volume-based wholesale pricing structure.
Can you ship directly to our clients?
Yes, we are happy to handle all packaging and shipping directly to your clients.