FAQ — How Customization Works
Every product in our store is made to order — laser engraved, UV printed, or sublimation printed with your artwork, name, logo, or message. Here's everything you need to know about how it works.
Add your item to the cart and complete checkout. In the order notes or personalization field, tell us what you'd like on it — name, date, quote, or upload your artwork file.
We'll send a digital proof to your email within 48 hours of receiving your order and artwork. You approve it before anything gets made.
Once you approve your proof, we get to work. Most items ship within 5 business days of art approval and completed payment.
Your order ships via USPS or UPS with tracking. You'll get a shipping confirmation email the day it leaves our shop.
Artwork & Files
What file types do you accept?
We prefer .AI (Adobe Illustrator) and high-resolution PNG files. These give us the cleanest results for engraving and printing. JPG files are accepted but may affect quality depending on resolution.
What if I don't have a design file?
No problem — just tell us what you want and we'll work with you. For simple text engravings (name, date, short quote), no file is needed at all. For logos or complex artwork, we can sometimes recreate or clean up a low-res image for a small fee.
My image is low quality — can you still use it?
We'll let you know during the proof stage if there's an issue. Low-quality images or artwork that needs significant cleanup may require an additional design fee, which we'll quote you before proceeding.
Can I request a specific font or layout?
Absolutely. Include your preferences in the order notes or just reply to your proof email — we're happy to adjust fonts, sizing, and layout until it looks right.
Proofs & Approval
Do I always get a proof?
Yes — every single order gets a digital proof before production. We won't make anything until you've seen it and given us the green light.
How long do I have to approve my proof?
Proofs are sent within 48 hours of your order. We ask that you approve or request changes within 3 business days to keep your order on schedule. If we don't hear back, we'll follow up before proceeding.
Can I make changes after I approve the proof?
Once production has started, changes may not be possible. If you need to make a change, contact us immediately at info@tortugagirl.com or text (970) 901-6555 and we'll do our best.
Production & Shipping
How long does production take?
Most items ship within 5 business days of proof approval and completed payment. Some specialty items or larger quantities may require additional time — if your order has a longer lead time we'll notify you with an accurate estimate upfront.
Do you offer rush orders?
We'll always do our best to accommodate a deadline. Text or call us at (970) 901-6555 before ordering and we'll let you know if we can make it happen.
Where do you ship?
We ship anywhere in the United States via USPS and UPS. Large items like Canyon Coolers require a freight quote — select "Contact Us for a Shipping Quote" at checkout and we'll be in touch within 1 business day.
Can I track my order?
Yes — you'll receive a tracking number via email as soon as your order ships.
Custom & Bulk Orders
Do you do corporate orders and bulk pricing?
Yes — it's one of our specialties. We work with businesses, teams, and organizations on branded gifts, employee recognition items, event swag, and more. Bulk pricing is available. Tell us what you need →
What kinds of custom orders do you do?
- Corporate branded gifts & client appreciation
- Wedding favors & bridal party gifts
- Sports team gear & trophies
- Signs, awards & recognition plaques
- Fundraiser & event merchandise
- Anything else — if we can engrave or print it, we probably can
Is there a minimum order quantity?
No minimums on most products — we're happy to make a single piece just for you. For bulk orders, larger quantities typically unlock better per-unit pricing.
Returns & Quality
Can I return a personalized item?
Because every item is made specifically for you, we're unable to accept returns on personalized orders unless there is a defect or error on our part. If something isn't right, please reach out — we stand behind our work and will make it right.
What if my order arrives damaged or incorrect?
Contact us within 7 days of delivery at info@tortugagirl.com with a photo and we'll get a replacement out to you right away.
Still have questions?
We're a small shop and we love talking to our customers. Reach out any time.
Submit a Custom Order Call or Text (970) 901-6555 info@tortugagirl.com