The Thick One
What color is the engraved portion of the product?
- All our glass items will have a frosted finish on the design engraved. Our wood items would depend on the grain of the wood.
How long would it take to get a custom design approved and who would I send it to?
- Our designer will receive the custom design and approve the design within 24 hours. The design should be attached and sent on our Contact Us page.
Will my design be saved for my future purchases?
- All previous designs we have made and approved are saved and will be available to you for future purchases.
Can I make changes to my order after it has been placed?
- If you have not received an email with an updated tracking number you can still reach out to customer service and make changes to your order. However, if you have received an updated tracking number, your order is not eligible for you to make any changes.
Is there a fee to have a custom design made?
- Once your design has been approved there will be a custom design fee you will select at checkout to be added on top of the charge for the item(s).
What is your return policy?
- At Froolu we offer a 30 day no questions asked money back guarantee. However, our customers do have a limited warranty of a year on all our products. The warranty does not include misused, damaged, or broken items.
How will I receive my refund?
- Refunds will be returned to the card that was used to purchase the item.
Can I exchange my item?
- Items can be exchanged as long as the item is returned undamaged in its original packaging. Once the item has been received at our warehouse we will resend the new product.
I just placed my order. Can I add more items to it?
- We do offer free shipping so the customer will have to place a new order for the items added.
Are the decanters and glasses dishwasher safe?
- Our glasses and decanters are dishwasher safe.
Can I get any product not engraved/left blank?
- Yes, any product can be bought and left blank.
Can the customization be in another language and have special characters?
- Customization can be in another language and have special characters, but CANNOT include emojis.
Will I be able to get my own company design or logo?
- You can send in your own designs. Go to our Contact Us page and upload a pdf, eps, or jpeg to get the design approved. Note there is a custom design fee added at checkout.
Can I request a preview of my order?
- At checkout in the comment section please leave a comment stating you would like a preview and an email with the preview will be sent out to the email which the order was made with.
If the address I provided for shipping is incorrect/misspelled, who do I contact regarding the issue?
- Once your order has been placed, please email Customer Service with the correct address/name and spelling. If the item has already left our warehouse, we will wait for the package to arrive back to our warehouse and resend it with the correct address.
How long does it take for my order to arrive?
- Most orders, if placed before 2pm, leave our warehouse the same day, or within 1 business day. The arrival time depends on the shipping method chosen. Standard free shipping usually arrives within 5-7 business days, and expedited shipping is 2 business days.
What is laser engraving and how does it work?
- Laser method uses lasers to engrave on objects. It uses a beam of light which reflects through mirrors. Laser is very different from traditional printing. Traditional printing requires the use of ink. With laser printing, whatever is being printed is cut away from the glass with a specified depth and texture.
How can I contact you?
- Email is the preferred method of communication, visit or Contact Us Page. Our business hours are Monday – Friday, 8am – 5pm PST.
What if I need to rush my order?
- Froolu does offer an option for expedited shipping available at checkout.
Do you ship internationally?
- We currently do not ship internationally.