Service Level Agreement
Our service commitments.
Everything you need to know about how we handle your order, from order placement through delivery.
The Lasercraft Co. Promise
If we made it wrong, we’ll make it right.
- ✓Free reprint on production defects. Wrong text, misaligned art, color outside the proofed spec, material damage — we reprint at no charge.
- ✓30-day window from delivery. Open a claim by emailing hello@thelasercraft.co. We don’t need the original returned.
- ✓No questions, no return shipping. Tell us what’s wrong, attach a photo if you can, and we’ll start the reprint.
- ✓Printed and engraved in our Vegas studio. Real people, real machines — accountability stops with us, not a fulfillment partner.
Based on 50,000+ orders shipped and 13,900+ five-star reviews at 4.97★. Las Vegas, NV.
Made When Ordered
We don’t pre-manufacture or keep inventory. Every order is produced on-demand in our Las Vegas studio after payment clears. This means you get a fresh product, optimized for your specific design, with no obsolescence risk.
- ✓No off-the-shelf stock — every piece is made for your order
- ✓Production begins within 24 hours of order confirmation
- ✓Custom designs approved before any production work starts
Made to Order, No Minimums
We produce every order fresh — no pre-built stock, no minimums. Order one piece or ten thousand — the same in-house production workflow applies. No middlemen, no markups, no artificial quantity requirements.
- ✓Single-piece orders welcome
- ✓Tiered pricing on all products (5+, 12+, 25+, 50+, 100+ units)
- ✓Volume discounts apply automatically at checkout
No Platform Fee
What you see in the product configurator is what you pay. No hidden fees, platform surcharges, or setup costs. The price shown is the total.
- ✓Transparent pricing: no surprise fees at checkout
- ✓Design tool is free to use
- ✓Shipping costs calculated at checkout based on destination
Production Turnaround
Standard production is 5–7 business days from proof approval to ship date, produced in our Las Vegas studio. Need it faster? Rush production (2–3 business days) is self-serve — just enable the toggle in your cart.
- ✓Standard: 5–7 business days production + carrier transit from Las Vegas
- ✓Rush: 2–3 business days (+20% fee, $25 min / $300 max) — select in cart at checkout
- ✓All orders produced and packed in-house
- ✓USPS, UPS, or FedEx tracking provided at ship time
Rush Production
Need it fast? Enable rush production at checkout. Your order moves to the front of the production queue — no phone call required.
- ✓2–3 business days from proof approval to ship date
- ✓20% rush fee on your cart subtotal ($25 minimum · $300 maximum)
- ✓Proof delivered within 24 business hours of order placement
- ✓Select the “Need it faster?” toggle in your cart — fee calculated automatically
Rush clock starts on proof approval, not order placement. Approve by 5 pm PT to start the same business day. Complex multi-component orders (branding kits, gang-sheet UV-DTF) may require 3–4 days even on rush.
Tracking & Order Status
Track your order every step of the way. You’ll receive email updates with tracking information once your order ships.
- ✓Order confirmation email sent immediately after checkout
- ✓Shipping notification with tracking link when your order ships
- ✓View your order status anytime with your tracking link (no login required)
Quality & Defect Policy
Every order is inspected before shipping. If you receive a product with a manufacturing defect, we’ll replace it at no cost.
- ✓Quality inspection before every shipment
- ✓Free replacement for manufacturing defects
- ✓Photo documentation available if you need to prove a defect
Reprints & Returns
Reviewed your order after it arrives and realized you need a reprint or want to return it? We support that.
- ✓30-day return window with full refund (minus shipping)
- ✓Reprints available at 25% of original price if you want to adjust design
- ✓Contact us for return shipping labels
Support & Escalation
If something goes wrong or you have a question about your order, we’re here to help.
- ✓Email support: hello@thelasercraft.co
- ✓Response within 1 business day (Mon–Fri, 9–5 PT)
- ✓Issues escalated to production team if needed
Live Data
See real numbers, not promises.
Our live SLA dashboard shows rolling 30-day production metrics updated every hour — median turnaround, on-time rate, and more.
View live SLA dashboard →Questions? We’re here to help.
Contact Us