FAQ

Will I get a proof of my order before production begins?
Maybe.... Products with custom artwork/graphics will always get a proof sent via email. There are a handful of products (mainly signs) that have very complex forms so we let you choose all elements before ordering. In those cases, we give you the option to view a proof, but if you don't want one, we will begin production right away. If you are waiting on a proof, we allow you 10 business days to respond the email with approval or changes, if we don’t hear back from you, we will proceed with production, so it is very important for you to follow up with approval or change ASAP. (Add lana@hillbillylaser.com in your address book to avoid this email getting kicked into your spam folder). Production turnaround time starts once your proof is approved.

Why do I need an artwork proof?
An artwork proof allows you to double-check the accuracy of your artwork, spelling, etc, and make any corrections before production begins. Once your artwork proof has been approved and the goods have been produced, they are not eligible for refund or return unless deemed defective. If you wish to not receive a proof, please indicate that when you place your order in the notes section of your cart.

How long does production take?
Typical turnaround on low volume (less than 6) is within 4-6 business days. Larger orders can, and probably will, take longer (upwards of 2-3 weeks) depending on how quickly I can acquire inventory from the supplier. Tumblers are typically done within 2-5 days from the time the proof is approved, assuming we have the correct size/color mug on hand. If we need to order in the mug, the turnaround will be longer, especially for bulk orders (over 100 quantity). If there will be delay because of inventory shortages, we will communicate this with the customer.

We try to have materials on hand to accommodate orders immediately. We make customer satisfaction a priority by exceeding your expectations, both in turnaround time as well as product quality; however, we won’t sacrifice one to over-deliver on the other.

I have my own tumbler mug, can you laser on that? 
Yes, for work done on your own property, I charge an artwork fee (determined by complexity of design and number of revisions the process takes) and charge $1/minute for the laser (min charge $5/item). Most common applications for this request is stainless and coated tumblers, but if you have a custom product/material. If something were to go 'wonky' on a run of your provided mugs, I won't be held responsible for replacing them - whereas, if you buy mugs from me, I will ensure that all mugs delivered will be of highest quality. 

If you are providing a unique slab of wood, I'd prefer to have a scrap to run some tests on to dial in the appropriate settings for optimal results. 

Do you offer graphic design services?
Yes, I am a graphic designer by trade. For custom graphic work that is done for a laser project, the design charge is built into the cost of the product. All other graphic design needs are billed by the hour in 15 minute increments at the rate of $60/hr. Some services offered, branding/logo design, print media & websites. You can get more information about my design services at lanagrefsrud.com

What kind of artwork files do you accept?
Vector files such as Adobe Illustrator AI, EPS or PDF files are preferred. Second best are high resolution (300dpi or better) JPG, PNG or TIFF files.  To upload multiple files at once you will need to compress your files into a ZIP file.

You can upload your files at the time of your order, or email directly to our design department at lana@hillbillylaser.com

What kind of materials can you work with? Can you cut metal?
My machine is an Epilog Helix 60W with an 18" x 24" bed. If you ever hear me talk about Felix - this is my machine - Felix the Helix!
The following materials can be engraved: Wood, Acrylic, Glass, Coated Metals, Ceramics, Delrin, Cloth, Leather, Marble, Matboard, Melamine, Paper, Mylar, Pressboard, Rubber, Wood Veneer, Fiberglass, Painted Metals, Tile, Plastic, Cork, Corian, Anodized Aluminum, Twill, Stainless Steel*, Brass*, Titanium*, Bare Metal*
* these materials need a metal marking solution, such as Cermark, to see engraving
The following materials can be cut: Wood, Acrylic, Delrin, Cloth, Leather, Matboard, Melamine, Paper, Mylar, Pressboard, Rubber, Wood Veneer, Fiberglass, Plastic, Cork, Corian, Twill

What forms of payment do you accept?
We accept Visa, MasterCard, American Express and Discover, as well as PayPal and Amazon. We do require payment up front when orders are placed via our website. If placing an order via email, in person or at a pop-up shop, we also accept cash or check, payable to Hillbilly Laser. Due to the highly customized nature of each order, all orders, unless previously approved, must be paid in full prior to production. Please note, we are not offering payment plans at this time.
If your payment by check is returned by the bank for reasons of insufficient funds, a Returned Check Fee in the amount of $25.00 will be added to your invoice and is due immediately upon receipt.

How will my order be shipped?
Most orders will ship via USPS Priority Mail or UPS Ground. For questions regarding expedited shipping and other freight services please email admin@hillbillylaser.com. Pickup in Pelican Rapids is also always an option as well.

Can I ship orders to multiple locations?
Yes. Please contact us before submitting your order to arrange accommodations on this, as the shopping cart only allows for one shipping address.

Do you ship outside the United States?
Yes. We can ship to Canada. However please note that we are not responsible for any additional fees that may be incurred due to customs, clearance, brokerage, transfers, local taxes, etc.  Any and all additional fees are the sole responsibility of the receiver.

What if my order is lost or damaged during shipping?
We are not responsible for goods lost or damaged during transit, or those that do not arrive on time due to carrier negligence, misconduct or weather related instances. We advise you to contact the carrier directly should any of the above occur.

What is your refund policy?
Due to the highly customized nature of imprinted products, only blank or non-personalized products or product that has been deemed defective can be returned for refund or exchange.

How do I make a return claim?
We must receive correspondence stating your intent and reason for return within 15 days from the date of delivery. Please email admin@hillbillylaser.com to start the return process. At this time, we will issue a Return Authorization Number (RA#).

• All returns must be sent in the original package; in the same condition it was received. The RA# must be affixed to the package. Shipments without a Return Authorization will not be accepted.
• Returns received without a RA# will not be refunded or replaced.
• A 15% restocking fee will be incurred for the return of blank goods.
• We are not responsible for any shipping, handling or restocking costs incurred by you, your customer or your client when returning or exchanging goods.

What if I need to cancel my order?
Orders cancelled after proof approval will be refunded in full, less $25.00 for proofing services.

Orders cancelled once production has begun will be credited only for the amount of product that has not yet been produced, less any set-up fees accrued.