FREQUENTLY ASKED QUESTIONS

GENERAL QUESTIONS

What is Butter and Bounce?

Butter and Bounce is a custom laser engraving business specializing in personalized gifts, home decor, and unique handcrafted items. We use precision laser technology to create one-of-a-kind pieces on wood, leather, acrylic, and other materials.

What materials can you engrave?

We can engrave on a variety of materials including wood (oak, walnut, maple, basswood, bamboo), leather, acrylic, coated metals, glass, and more. Each material produces a unique finish. If you have a specific material in mind, feel free to contact us!

Do you ship internationally?

Currently, we ship within the United States. Please contact us at sales@butterandbounce.com if you have an international shipping inquiry and we'll do our best to accommodate.

CUSTOM ORDERS & PERSONALIZATION

How do I place a custom order?

Select your product and choose the customization options. You'll be able to enter personalization details like names, dates, or custom text. For complex designs or custom artwork, please contact us directly at sales@butterandbounce.com before ordering.

Can I send my own design or image?

Yes! We accept custom designs and images. For best results, please provide high-resolution files (300 DPI or higher) in formats like PNG, JPG, SVG, or PDF. Please ensure you own the rights to any images or designs you submit. Contact us before ordering to discuss your design.

What file formats do you accept for custom designs?

We accept PNG, JPG, SVG, PDF, and AI files. Vector files (SVG, AI) work best for clean, crisp engraving. If you're unsure about your file, send it to us and we'll let you know if it will work!

Can you help me design something?

Yes! We offer basic design assistance for custom orders. If you have an idea but need help bringing it to life, contact us at sales@butterandbounce.com. We'll work with you to create the perfect design. Complex design work may incur an additional fee.

Will I see a proof before production?

For most standard orders with text personalization, we begin production immediately after you place your order. For complex custom designs or artwork, we'll send you a proof for approval before starting. Please double-check all spelling and details when ordering!

What if I make a mistake in my personalization?

Please carefully review all personalization details before submitting your order. Once production begins, we cannot make changes. If you notice an error immediately after ordering, contact us right away and we'll do our best to help before production starts.

PRODUCTION & SHIPPING

How long will it take to receive my order?

Production time is typically 1-3 business days after your order is placed. Shipping takes an additional 3-5 business days depending on your location and shipping method selected. Rush orders may be available - please contact us.

Do you offer rush or expedited production?

Rush production may be available depending on our current order volume. Please contact us at sales@butterandbounce.com before ordering to check availability. Rush fees apply.

Will I receive tracking information?

Yes! Once your order ships, you'll receive a shipping confirmation email with tracking information so you can monitor your package's journey.

How are items packaged?

All items are carefully packaged to ensure they arrive safely. Delicate items are wrapped in protective materials, and we use sturdy shipping boxes. Many items include a special engraved message inside the packaging!

PRODUCT CARE & QUALITY

How do I care for my laser engraved item?

Care instructions vary by material. Wood items should be kept dry and can be gently wiped with a damp cloth. Leather items should be conditioned periodically. Avoid harsh chemicals, excessive moisture, and direct sunlight. Specific care instructions are included with your order.

Will the engraving fade or wear off?

Laser engraving is permanent! The laser physically removes or burns material to create the design, so it won't fade, peel, or wear off like paint or vinyl. However, the surrounding material should still be cared for properly to maintain its appearance.

Why does wood grain and color vary?

Wood is a natural material, and each piece has unique grain patterns and color variations. This is what makes your item truly one-of-a-kind! The engraving will appear darker on lighter woods and may vary slightly in shade. These natural variations are not defects but part of the beauty of handcrafted wood items.

What if my item arrives damaged?

We inspect all items carefully before shipping, but occasionally damage can occur during transit. If your item arrives damaged, please contact us within 7 days of delivery with photos. We'll work with you to resolve the issue quickly.

RETURNS & REFUNDS

Can I return or exchange my custom order?

Custom and personalized items are final sale and cannot be returned or exchanged unless there is a defect or error on our part. Please review all personalization details carefully before ordering. For our complete return policy, see our Shipping and Returns page.

What if there's a mistake with my order?

If we made an error with your order (wrong item, incorrect engraving due to our mistake, defective product), please contact us immediately. We'll make it right by either creating a replacement or issuing a refund. Customer errors in personalization details cannot be refunded or replaced.

Can I cancel my order?

If you need to cancel your order, please contact us immediately. If production has not yet started, we can cancel and issue a full refund. Once production begins, custom orders cannot be canceled. Please see our Terms and Conditions for complete details.

PRICING & PAYMENT

Why do custom items cost more than non-personalized items?

Custom items require additional design time, setup, and individual attention to ensure your personalization is perfect. Each custom piece is made specifically for you, which involves more labor and care than mass-produced items.

What payment methods do you accept?

We accept all major credit cards (Visa, Mastercard, American Express, Discover), PayPal, Apple Pay, Google Pay, etc. All payments are processed securely.

Do you offer wholesale or bulk pricing?

Yes! We offer bulk order discounts for larger quantities. If you're interested in wholesale pricing or placing a large order for an event, corporate gifts, or retail, please contact us at sales@butterandbounce.com for a custom quote.

CONTACT & SUPPORT

How can I contact you?

You can reach us at sales@butterandbounce.com. We typically respond within 24-48. For urgent matters, please indicate 'URGENT' in your subject line.

Do you have a physical store or showroom?

We are currently an online-only business. All orders are placed through our website. If you'd like to see samples of our work or discuss a custom project in person, please contact us to arrange a meeting.

Can I visit your workshop?

We love sharing our passion for laser engraving! While we don't have regular open hours, we may be able to arrange a visit for special circumstances. Please contact us at sales@butterandbounce.com to inquire.

Do you participate in craft fairs or markets?

Yes! We love meeting customers in person. Check our website or social media for upcoming events where you can see our products and meet us in person.

Still have questions?

We're here to help! Contact us at sales@butterandbounce.com and we'll get back to you as soon as possible.