Refund policy

DeepALin stands behind every 3D photo crystal we ship — if something isn't right, we'll make it right with a replacement or a refund. Below is our full refund and return policy. For delivery times and shipping details, see our shipping policy. For optional coverage against loss, theft, or transit damage, see our Shipping Protection page.

14-day return window

You have 14 days from the day you receive your order to start a return. Items must be unused, in their original packaging, and accompanied by proof of purchase. Refunds or exchanges for dissatisfaction are handled case by case — reach out with your order number and what you'd like to do, and we'll work with you on a fair resolution.

Personalized 3D crystals

Because every DeepALin items is custom-engraved with your photo, personalized items are not eligible for return except in the case of a manufacturing defect, shipping damage, or an order error on our part. In any of those cases we will ship a free replacement or issue a refund, depending on the situation. If you simply change your mind about a personalized order with no defect or damage, a 20% production-cost fee is deducted from the refund and the customer covers return shipping, since the crystal was produced to your photo.

Damaged, defective, or incorrect items

Inspect your order as soon as it arrives. If anything is defective, damaged, or incorrect, reach out right away with your order number and a photo of the item placed against a black background, clearly showing the issue (the black background lets us verify the defect inside the crystal). If the issue is confirmed — damaged in transit, defective, wrong item, or our error — we ship a free, expedited replacement, or process a refund.

Lost or stolen shipments

If your tracking shows "delivered" but the package never arrived, first check around the delivery location and with neighbors, and allow a day (carriers sometimes scan early). If it still hasn't arrived, reach out within 48 hours of the delivery scan with your order number and we'll help investigate. For packages lost in transit we file a claim with the carrier and ship a replacement — the replacement is the resolution, so we don't issue a refund for shipments lost in transit. For added protection, see Shipping Protection.

Cancellations and changes

Order changes and cancellations go through our support team so we can check where your order is in production. Reach out as soon as possible with your order number — changes are easiest in the early stages; once engraving has started, some changes and cancellations may no longer be possible.

How refunds are processed

Once we receive your return and confirm everything is in order, we process the refund back to your original payment method. Your bank typically takes about 5 to 7 business days to show it. Items sent back without first requesting a return will not be accepted.

How to start a return or report an issue

Email support@deepalin.com or call (626) 519-4455 (Monday–Friday, 10 am to 6 pm Pacific Time) with your order number and the required photo. We typically review and respond within one business day.