FAQ

online store

For questions about laser cutting scroll down.

Where do you deliver?

We deliver orders to Canada and the US.


How long will it take to make my order?

Everything in our store is made to order.  Each order needs production time and shipping.  

Production times

Rubber Stamps: 48 hours

Wedding Decor: 7-10 business days

Signs: 10 business days

Apparel: 10 business days

All items will list how far in advance of your event you should place your order.  Check the FAQ at the bottom of each listing.  


How long does shipping take?

GTA: 24-48 hours

 Across Canada: 1-7 days

 USA: 5-10 days

Please note: These are typical delivery times. We can't account for unforeseen delays. 


How much does shipping cost?

We offer free shipping within Canada on orders over $150.  Enter the code LASERSHIPPING at checkout.

If your order is under $150, shipping is $10-$25 depending on the bulkiness of your item.  The majority of items ship for $15 or less.  

If your location demands premium shipping rates (e.g. Alaska & Hawaii) we will contact you with a shipping quote.  In these situations your card will not be charged until we have your approval to go ahead.  

Customers are responsible for all duties and taxes.


Can I pick up my order?

We don't offer a pick up option.  All orders are shipped.


Do you use tracking?

Yes.

All packages are shipped with a tracking number.

In unusual circumstances, tracking may not be available for your location. 


 

laser cutting

What will happen when I contact you for a quote?

You'll be chatting with friendly, tech savvy people who can answer your questions.  If you contact us by email you'll receive a response the same day. 

If you're contacting us for a quote we'll ask you for your file, desired material and the finished dimensions of your project. 

Once we have it ready you'll be given a link to view your quote online.  

Before we start your order we'll check your file to make sure there are no problems and give you a delivery date.


What does the custom order process look like?

Using Our Materials

  1. Email us your vector file and tell us which material to use.  
  2. We'll send you a quote.  
  3. When we have your permission we'll process your order and ship it to you via Canada Post.  

Supplying Your Own Materials

  1. Send us your vector file and describe your material.  
  2. We'll send you a quote.  
  3. Let us know when your material is ready for pick up.  We'll send you a Canada Post label. Print, stick it on the box and pop it in the nearest mailbox. 
  4. We'll cut your order and ship you the finished product. 

Which materials can you etch/cut?

In-Stock Materials

We stock a number of materials we've tested and know will produce great results.

They are:

  • 1/8" Birch Plywood 
  • 1/4" Birch Plywood 
  • Micro-Thin Wood 
  • Mylar Sheets 
  • Corrugated Cardboard 
  • Sign & Vehicle Vinyl
  • Heat Transfers

Other Materials

A list of other materials we can process, but don't keep in stock:

  • Solid Woods
  • Fabric, Leather & Felt
  • Cork
  • Paper & Cardstock
  • Corrugated Cardboard
  • Glass & Ceramics (etch only)
  • Marble, Tile & Concrete (etch only)
  • Anodized Aluminum (etch only)

We have the ability to source any of these materials.  If you need sourcing services please ask us and we'll include it in your quote.  

We Don't Work With

Some materials aren't good for us or the environment. Our studio doesn't process:

  • Acrylic 
  • PVC (polyvinyl chloride)
  • Foamcore
  • Lexan & Styrene
  • Fiberglass
  • Neoprene
  • Pleather (synthetic leather)
  • Unidentified Plastic
  • Sheet Rubber 

How should I prepare my files?

 

If you are a graphic artist or have been given working files by your graphic designer we can work directly with your file.  

We'll do the work to convert your file for the laser, however there are few things you can do to make the process seamless:

File Formats

We can work with the following formats:

  • .ai (Adobe Illustrator)

  • .eps

  • PDF (with preserved editing capabilities)

Fonts

Please outline all fonts before sending your file.

Size

Please send your artwork true to size.  Ensure the artwork in your file is the exact size you are requesting for the finished product.  

Example - You are ordering a 24" wide logo.  The units of measure in your file are set to inches and your logo artwork measures 24" wide inside the file.

Cutting files can be a maximum of 18 x 32".  Please leave a minimum of 1/8" clear space around all sides of your artwork.  That means a finished size of 17 3/4" x 31 3/4" in one panel.

Cutting & Outlines

The laser follows lines to cut.  All cutting shapes must be made in to outlines. 

We can't cut areas defined by solid colour, clipping masks or compound paths.  Please release all clipping masks and compound paths.  Remove fills from your shape.  Please remove any other appearance attributes (such as opacity settings) before sending.  

We must be able to pick out clean vector lines from your artwork to cut.  Place all elements into a single layer.

Labelling

Please tell us which lines are for cutting by making them red.  

Make all other areas black.

Double Lines

Double lines are a common result of using the Image Trace function in Illustrator.  They can also appear after converting files from Rhino or AutoCAD.  

Check carefully that you don't have any double lines (lines that are on top of each other).  You can check this by selecting an outline and deleting it temporarily to check if there's anything underneath.  

If you do have double lines please remove them before sending.  We apply an art charge to clean up files.  


What if I don't have a working file?

No problem.  We can work with a few other file types.  If you don't have any file at all, we can design one.  

We sometimes have success with:

  • DXF files (must be converted to an .ai or .eps format)

  • JPEG files 

  • TIFFs

  • PNGs

When you request a quote send us your file as well.  We'll open it, take a look and let you know if it can be converted.  

If it isn't possible to convert it, or if you don't have a file, we'll include graphic design in your quote.  

 


How much do you charge for your services?

Every project is different so we provide quotes.  Quotes are based on the time and materials involved in each project.

Our most popular products are in our online store.   If you don't find what you need there, we'll respond to your quote request same-day.


How long will my order take?

For orders that involve cutting only:

Using Our Materials

Please allow 3-5 business days for cutting. 

Shipping within Toronto takes 24-48 hours.

 

Supplying Your Own Materials

Please allow 10 business days for testing and cutting.

Shipping within Toronto takes 24-48 hours.

 

Any additional services such as design work, proof approval, material sourcing or colour finishing may add to the lead time.  

We'll always ask for your deadline and confirm whether it is possible to meet it.  Once your order has been confirmed we'll send you a ship date.


I have a rush order/want to pick up/need it this afternoon

We are unable to accommodate extreme rush orders because all orders are shipped.  

We can do same-day rush cutting requests for a 20% fee.  However, it will still take 24 hours for your item to arrive by post.  

Items with colour finishes can't be rushed.  These items need a minimum of 7 days to set + shipping time.  Please plan well in advance if you need a colour finished product.

 

 


For questions about shipping, see Online Store FAQ.