Frequently Asked Questions

Yes — each product has its own character limits based on the size of the engraving area. These are displayed on the product page. As a rough guide:

• Hammers: up to 20 characters per line, 3 lines
• Bookmarks: up to 30 characters per line, 2 lines
• Keychains: up to 15 characters per side
• Cake toppers: up to 25 characters

If you need more space, get in touch and we can look at options.

Many of our products offer font choices at checkout (e.g. classic script, block capitals, modern sans). If no font selection is available, we'll use our standard engraving font, which is clean and easy to read. If you have a specific font in mind, mention it in the notes and we'll see what we can do — though we can't guarantee all fonts will look great at small sizes.

For most standard orders, we proceed directly to production — this keeps our turnaround times fast. However, if your text is particularly long, uses unusual formatting, or if there's any ambiguity, we'll email you a digital proof before cutting. You're also welcome to request a proof when ordering — just add a note at checkout and we'll send one before we start.

Basic special characters like & @ # are fine. Simple symbols like ♥ ✦ ✸ can also work well. Emojis unfortunately don't engrave — our laser uses vector outlines, so anything that's raster-only won't transfer. If you're unsure, just ask and we'll let you know what's possible.

Most personalised items are made within 2–3 business days of your order being placed and payment confirmed. During busy periods (Christmas, Valentine's Day, Mother's Day), this may extend to 3–5 business days — we'll note this clearly on the website when relevant.

Ready-to-ship items (like our jigsaw puzzles) are dispatched the next business day.

Please get in touch as soon as possible if you need to make changes. We can usually accommodate changes within the first few hours of receiving your order, before production begins. Once the item has been engraved, we're unable to make changes.

To request a change: email sales@etchedlaserlab.com.au with your order number and the change required.

Yes! We love working with businesses, event organisers, and anyone needing larger quantities. We offer discounts on bulk orders of 10+ units. Contact us with your requirements (product, quantity, text/design, timeline) and we'll put together a custom quote for you.

We currently ship Australia-wide via Australia Post. We're working on enabling international shipping — if you're outside Australia, please contact us and we'll see what we can do.

• Standard shipping: $8.95 flat rate Australia-wide
• Express shipping: $14.95 Australia-wide
• Free standard shipping on all orders over $75

Delivery times after dispatch: Standard 3–7 business days; Express 1–3 business days (metro areas).

Yes. Once your order is dispatched, you'll receive an email with your Australia Post tracking number. You can track your parcel at auspost.com.au.

Absolutely. If you have a deadline (birthday, wedding, event), add a note at checkout with the date you need it by and we'll do our best to prioritise your order. We'd recommend ordering at least 7–10 business days before your event to allow for production and delivery, or 5 business days if you're selecting express shipping.

If your deadline is very tight, please contact us before ordering and we'll be honest about whether we can make it.

Because our products are personalised to order, we're generally unable to accept returns unless there is a fault or error on our end. If your item arrives:

• Damaged in transit
• With incorrect personalisation (our error)
• With a manufacturing defect

Please contact us within 7 days of delivery with a photo and we'll remake or refund it, no questions asked.

If you made an error in the personalisation details, we'll try to accommodate a remake at cost price — though this can't always be guaranteed depending on what's already been produced.

We're so sorry to hear that. Please email us at sales@etchedlaserlab.com.au with:

• Your order number
• A photo of the damage
• A photo of the packaging (helpful for Australia Post claims)

We'll arrange a replacement or full refund as quickly as possible.