Working with custom engraving or cutting often involves details that must be 100% accurate. To guarantee quality, precision, and clear communication, we’ve created this Client Guidelines page — a complete overview of how we work, what we need from you, and how your project moves through our production process.

Whether you’re ordering a custom gift, a business sign, a one-off engraving, or a CNC-cut project, these standards help ensure a smooth, transparent experience from start to finish.

1. File Requirements: What We Need From You

To deliver accurate, clean results, we require production-ready artwork for all laser engraving, laser cutting & CNC routing, and design services.

Accepted Formats

• SVG, AI, EPS, PDF (outlined / vector) — preferred for all production
• PNG, JPG (high resolution) — for engraving only, not for cutting
• ZIP folder for multiple assets and font files (if needed)

Not Accepted

• Screenshots or photos of a screen
• Text descriptions of a design without artwork
• Corel “codes” or exported text specifications
• Low-resolution or heavily compressed images

Why format matters: laser machines read vector lines and paths, not plain text. To avoid errors, double outlines, or distortions, the artwork must contain clean vectors with real dimensions. If your file is not vector-ready, we can rebuild or convert it for you as a paid design service.

2. Artwork Dimensions: How Sizes Are Handled

We always use the actual size inside your file as the starting point. For example, if your artwork measures 3.714" × 3.545", that is its true size in our software, even if your initial message mentions a different target size such as 4" × 4".

If you request a different size

When you request a specific final size (for example, 4" × 4"), we first check whether your design is naturally square or not:

• If the design is not square, forcing it into 4" × 4" will distort the proportions.
• We will never change proportions without contacting you and receiving approval.

Your choice: two resizing options

Option 1: Proportional Resize (Recommended)

• One dimension becomes the requested size (e.g., 4")
• The other dimension changes automatically to keep the aspect ratio
• The artwork remains clean, accurate, and not stretched

Option 2: Forced Resize to Exact Dimensions

• The artwork is forced to your exact requested width and height
• This can cause stretching or compression (distortion)
• We will show you a preview before production so you can approve or adjust

3. Approval Process Before Production

Production starts only after all key details are confirmed in writing. This helps avoid misunderstandings and ensures that what you see is what you get.

Before we begin, we confirm:

• Final size and orientation
• Material (yours or ours)
• File version and resizing option
• Quantity
• Deadline and any rush requirements
• Price and payment terms
• Mockup or proof (if requested)

Approval must be given in writing via email, messenger, or SMS. Your “Approved” message is our green light to start.

4. What We Can Adjust (Included in Production)

Some technical preparation is part of our standard workflow and is included in the production price:

• Proportional resizing
• Adding margins or spacing around artwork
• Preparing outlines for cutting paths
• Minor fixes for machine compatibility
• Separating layers for engraving versus cutting

These steps make sure your file works smoothly with our laser and CNC machines and that the final result matches your expectations.

5. When a Design Fee Applies

Some projects require additional design work before they’re ready for production. In those cases, a separate design fee applies. This may include:

• Converting raster images (PNG / JPG) into vector artwork
• Rebuilding or cleaning up logos
• Fixing low-resolution or distorted files
• Redrawing thin, broken, or doubled lines
• Changing proportions or layout of the design
• Adding or removing design elements

If your file needs this type of work, we will always let you know in advance and provide a quote before proceeding.

6. Mockups, Proofs & Accuracy Checks

On request, we can provide a digital mockup or proof before production. This can include:

• Size and scale confirmation
• Positioning and alignment on the material
• Outline view for cutting paths
• Engraving placement and approximate look

Your approval of the mockup means you confirm spelling, layout, size, and placement. We then move the project into production.

7. Production Timelines

Lead times begin after the project is fully approved, not from the first inquiry. Typical turnaround times are:

• Engraving: 1–3 business days
• Laser cutting: 1–5 business days
• CNC routing: 3–7 business days
• Large or complex projects: timeline quoted individually

Rush service may be available for an additional fee, depending on our current schedule and the complexity of your job.

8. Working With Client-Supplied Materials

You are welcome to provide your own materials for engraving or cutting. However:

• We are not responsible for material defects or hidden issues
• Different materials react differently to heat and engraving
• If a piece is damaged due to unforeseen material behavior, replacement stock must be provided by the client

Whenever possible, we run a small test on a scrap or hidden area, but some materials remain unpredictable.

9. Changes, Revisions & Reprints

After a proof or file has been approved, any change may require:

• Additional material
• Extra machine time
• Extended deadlines
• New setup fees
• Additional design charges

Reprints are not complimentary if the approved artwork contained spelling mistakes, wrong dates, or layout issues that were visible in the proof.

10. Payment Terms

• Payment is required before production unless otherwise agreed in writing
• Custom orders are non-refundable
• Deposits may be required for larger projects
• Quotes are typically valid for 14 days unless stated otherwise

11. Order Delivery, Pick-Up & Shipping

We offer several options to get your finished order to you:

• Local pick-up at our workshop (by appointment)
• Local delivery in Ottawa area (additional fee)
• Shipping across Canada and the USA

If a package arrives damaged, please contact us within 48 hours with clear photos of the box and the product so we can assist.

12. Submitting Your Project: Checklist

To help us start quickly and avoid back-and-forth messages, please include the following when submitting your project:

• Your name and best contact (email and/or phone)
• The final size you want
• Your preferred resizing option: proportional or forced to exact dimensions
• Your artwork file (vector preferred)
• Material choice (yours or ours)
• Quantity
• Desired deadline and any rush requests
• Any additional notes (placement, color, special instructions)

You can send your project details via our contact form, by email, or through the platform where you placed your order.

13. Example Message When File Size and Request Don’t Match

Feel free to use or adapt this text when you’re not sure about the final size:

Thank you for the file! The artwork inside your file measures 3.714" × 3.545".

If I stretch it to 4" × 4", the design will become distorted because the original proportions are not square.

I can proceed in two ways:
1) Keep proportions — one side becomes 4", the other adjusts automatically.
2) Force exact 4" × 4" — but the artwork will be stretched or compressed.

Please confirm your preferred option before I begin.

Ready to Start Your Custom Project?

Our goal is to make every project smooth, transparent, and successful — from the moment you submit your file to the moment you hold the final product in your hands. Clear guidelines help us deliver consistent, high-quality results every time.

If you have questions or need help preparing your file, we’re happy to assist.

Request a Quote Explore Laser Engraving

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