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FAQ

What are supported file formats?

PDF! Make sure it is RGB and not CMYK PDF.
SVG, DXF, AI, EPS, DWG, DXF often work, but are not guaranteed to import correctly and you may have to resubmit your file in a different format or version. In order to avoid order delay or data loss please submit your file in PDF format.

What is a unit size?

It is the smallest project size you can have for a given material and the smallest increment by which you can increase the material size. Different materials have different unit sizes. For example if you want to use pink acrylic, its unit size is 6"x12", which means that if your project is smaller than 6"x12" it would take one unit size. If your project is 10"x9", for example, then you need two unit sizes - 12"x12".

How much does the whole order cost?

The price listed is for the size of the selected material.
All materials, cutting time, shipping and handling is included (inside US, outside US or express shipping is extra)

How do I pay?

When you check out, you pre-authorize payment. We only accept the payment if everything looks good to go. Within 7-10 business days we will process your job and ship it to you. 

How much is shipping?

Ground Shipping is free. You will not be charged shipping unless you are out of US or need a rush shipment. International shipping varies per weight and destination. Typically it is $20 for the first unit size and about $10 for each additional unit. For international orders you will receive a separate invoice for shipping.

What is the turnaround time?

Short answer? It varies depending on material stock, file size, current workload, and your shipping address. We strive to complete orders well within 10 business days. Shipping adds on another few days depending on the service you choose. If time is an issue, please let us know when you place the order. 


What is the size of the smallest piece that can be cut?

1/4in x 1/4in. Anything smaller will fall through the holes of the machine.

Can you drill holes?

We actually get asked this question a lot. The holes are also laser cut.
You can cut a hole less than a millimeter wide if you want!

How close can I tile pieces?

We recommend at least 0.08 in between pieces. Make sure they are not overlapping as it will ruin both pieces. Also, leave at least 0.2 in from the material edge

Do you match competitors prices?

Yes, we match everyone's advertised pricing (we might charge cutting time and shipping if they do). We would also give you a 10% discount from their prices.

I don't see the size I need, can I buy half sizes or larger sizes?

The sizes we can manage are offered on our product pages. You can fill them up or tile your designs, there is one fee per unit size of material.

What is the preferred software?

Corel Draw is preferred; Inkscape, Adobe Illustrator and AutoCAD can be used as well. (download Inkscape free)

Do you work with custom materials?

You can request a certain material, however there is a $200 minimum, which has to be paid before the material is ordered. Please write us an email for a quote.

Why are the unit sizes different for the different materials?

Not all materials are available in all sizes. Some wood comes in very narrow planks, while acrylic is man-made and generally available in any size.

I don't know how to use CorelDraw or InkScape! Can I just send a JPG?

A JPG is not a vector graphic and the laser cutter will not recognize the lines to be able to cut the image. We offer many resources to learn how to create vector graphics for laser cutting. Look at our tips pages for more information.

What payment do you take?

You can check out with Visa, Mastercard, American Express, and of course, Paypal.

How long does shipping take?

On average it takes 3 to 5 days from the time the order is shipped.

What are the refund policies?

Due to the fact that all jobs are custom cut, we can offer refunds if it is our mistake only.
We reserve the right to request editing of jobs that seem too fragile to process and ship and while we take extra care to pack things carefully, if your designs are fragile they might break. We suggest using widths of at least 1/8 inch on all parts.
We offer samples so you can test designs, see materials up close, and get a general look and feel for laser cut products.

How do I cancel an order?

Due to the fact that all jobs are custom cut, we cannot cancel orders once they have been cut. If we have accepted your payment, it means your job is up next and cannot be cancelled.

Where are you guys located?

Our shop is in Austin, TX, USA. If you must call, the number is 512-410-8651, but we rarely get to the phone in time. Email is always the best and preferred method of contact.