Frequently Asked Questions
Design & Customization
Can I see the design before production starts?
Absolutely. Every custom order includes a professional engineering review. Our technical team will provide a digital 3D proof or structural rendering within 1 to 3 business days. We only begin physical production after you reply with explicit approval.
What if I am not satisfied with the initial design?
We offer necessary revisions to the digital proof until the structural and aesthetic details meet your complete satisfaction.
What file formats do you accept for custom logos or drafts?
We prefer high-resolution vector files (AI, PDF, EPS, or SVG). However, our engineers can also work from high-quality JPG/PNG images or detailed sketches to create professional 3D models.
Can I change my requirements after the design is finished?
During the engineering phase, we accommodate minor adjustments. However, once you approve the design proof and physical production begins, no further changes can be made.
Where are your products designed and manufactured?
While our global business operations and corporate headquarters are managed by YEEDA INDUSTRIAL LIMITED in Hong Kong, our core technical engineering, 3D prototyping, and production are fully executed by our in-house studio located at Room 426, Changan Building, No. 56, Second Industrial Zone, Houting Community, Shajing Street, Baoan District, Shenzhen, China.
Returns & Exchanges
What is your return policy?
Because items are custom-engineered to your specifications, we do not accept returns for non-quality reasons. However, if there is a manufacturing defect or error not present in your approved proof, we will provide a free replacement.
How do I start a return or replacement request?
Because all products are custom-manufactured upon design approval, we do not accept standard returns. However, if your order arrives damaged or contains a manufacturing error differing from your approved proof, please email seller@craftinnov.com within 14 days of delivery with your Order ID and photos of the issue. For transit damage, we recommend notifying us within 48 hours. Our team will review and arrange a priority free replacement promptly.
When will I get my refund?
Since our items are bespoke custom products, refunds are only issued for verified manufacturing defects, transit damages that cannot be replaced, or orders cancelled prior to the start of manufacturing. Once approved, refunds are automatically credited back to your original payment method (PayPal or credit card) within 3 to 5 business days.
Can I exchange an item for a different size?
No. Each custom piece is fabricated based strictly on the specific dimensions confirmed during the 3D modeling and proofing stage. Please carefully review all dimensions, sizing, and spelling in your design proof before submitting your "APPROVED" confirmation.
Ordering & Payment
What payment methods do you accept?
We support secure online payments via PayPal and major international credit/debit cards.
Can I modify or cancel my order after placing it?
You can request changes during the design proofing phase. Once the design is approved and production starts, cancellations are no longer accepted.
Do you offer pre-orders or bulk discounts?
Yes. As a professional design studio, we offer tiered pricing for bulk B2B orders (such as corporate trophies, lightboxes, and architectural signage). Please contact our support team at seller@craftinnov.com for a customized Proforma Invoice (PI).
Do you provide physical samples before a bulk B2B order?
For large-scale corporate orders or industrial signage projects, we highly recommend a paid Prototype Phase. We can fabricate a single physical sample for your quality review. Once the bulk order is confirmed, the prototype fee can be credited toward the total contract value.
Can I pay in my local currency (EUR, GBP, etc.)?
All transactions on craftinnov.com are processed in United States Dollars (USD). Your bank or payment provider will automatically convert the amount based on the daily exchange rate.
Shipping & Delivery
Where do you ship?
We ship worldwide from our R&D and manufacturing studio in Shenzhen, serving clients across North America, Europe, Australia, and Asia.
How long does shipping take?
Total fulfillment time = Processing/Proofing (1–3 days) + Production (2–5 days) + Shipping Transit Time (Standard Express: 7–20 business days | Priority Express: 5–10 business days).
How can I track my order?
Once dispatched, you will receive an automated shipping confirmation email with your tracking number, which can be tracked live on our website's Order Tracking page.
What if my package is lost or delayed?
All shipments, especially high-value crystal trophies and illuminated signs, are dispatched with mandatory carrier tracking and transit insurance. If tracking shows no updates for more than 7 days or is declared lost by the carrier, contact seller@craftinnov.com. Our support team will respond within 12–24 hours and initiate a priority reproduction to ensure your order arrives safely.
Are there any hidden costs in the shipping fee?
No. The fee calculated at checkout covers freight and protective packaging. International customs duties or VAT are determined by your local customs authority and are the responsibility of the recipient.
Are there any hidden fees, customs duties, or import taxes?
We guarantee 100% transparency with zero hidden packaging, handling, or processing fees charged at checkout. For standard international orders, packages are shipped under DDU (Delivered Duty Unpaid) terms, meaning any destination customs duties, import taxes, or local VAT levied by your country are the buyer's responsibility upon arrival. For corporate bulk orders processed under negotiated DDP (Delivered Duty Paid) terms, all customs clearance fees and import duties are fully prepaid and covered by Craftinnov.
Design & Technical
Who handles the technical design?
Your project is direct-managed by our in-house engineering team led by Deng Hongfang (with over 10 years of industrial design experience). Our engineers review every custom project to ensure 3D CAD models and structural calculations are precise and production-ready before manufacturing begins.
Can you design from a simple sketch?
Yes. Our engineering team can translate hand-drawn sketches, reference photos, or concept drafts into precise 3D CAD/ProE models within 2–5 business days. These technical renderings are used for accurate laser engraving, acrylic fabrication, and custom mold production.
Payments & B2B Services
What payment methods do you support?
For online retail orders, we accept PayPal, secure credit card payments (Visa, Mastercard, American Express, Discover, JCB), Apple Pay, and Google Pay. For our corporate clients, we also support standard bank wire transfers for high-volume custom purchases.
Can I place a bulk order for a corporate event?
Yes. We specialize in B2B collaborations, including large-scale trophy production, custom lightboxes, mold manufacturing, and architectural signage engineering. Please contact us at seller@craftinnov.com for a formal Proforma Invoice (PI) and bulk tiered pricing.
Why can some B2B or large corporate orders not be purchased directly online?
For oversized corporate awards, large-scale architectural signage, or high-volume custom orders, structural design specifications and express shipping quotes vary based on project requirements. To ensure exact pricing, custom CAD rendering, and optimized freight calculation, these items require direct inquiry. You can easily submit your specifications through our online inquiry form or email us at seller@craftinnov.com. Our engineering sales team will review your requirements and provide a formal quotation within 24 hours.
Returns & Quality Assurance
Can I cancel my order or get a refund?
Because our products are custom-manufactured to confirmed specifications, we do not accept cancellations or refunds once the physical production phase has begun. If you wish to cancel during the pre-production design proofing phase prior to final approval, a refund can be issued to your original payment method minus non-refundable payment transaction fees.
What if my product arrives damaged?
While we use reinforced protective packaging, accidents can occasionally happen during international transit. If your item arrives damaged, please take clear photos/videos of the packaging box and damaged product, and email us at seller@craftinnov.com within 48 hours. Our team will perform an immediate review and provide a priority replacement at no extra charge.
Business Identity & Trust
How transparent is Craftinnov regarding business identity and customer interactions?
We believe in full transparency across all customer touchpoints. Craftinnov is legally owned and globally operated by YEEDA INDUSTRIAL LIMITED (Registered Address: RM 1316A, 13/F, SUNBEAM CTR, NO.27 SHING YIP ST, KWUN TONG, KOWLOON, HK), with our dedicated R&D and precision manufacturing studio located in Shenzhen, China (Room 426, Changan Building, No. 56, Second Industrial Zone, Houting Community, Shajing Street, Baoan District). Customers can reach our support team directly via email or phone for order tracking, custom design proofs, and after-sales assistance.
Send Us A Message
Get In Touch
If you have any questions, order inquiries, or custom design requests, please feel free to reach out to us through our official channels. Our headquarters is located in Hong Kong, and we operate an in-house design studio in Shenzhen to manage production and R&D.
Brand Name: Craftinnov
Official Website: craftinnov.com
Operating Entity: YEEDA INDUSTRIAL LIMITED
Registered Business Address (Headquarters): RM 1316A, 13/F, SUNBEAM CTR, NO.27 SHING YIP ST, KWUN TONG, KOWLOON, HK
R&D & Manufacturing Studio: Room 426, Changan Building, No. 56, Second Industrial Zone, Houting Community, Shajing Street, Baoan District, Shenzhen, China
Customer Support Email: seller@craftinnov.com
Customer Support Phone: +852 5479 3580
Customer Support Hours: Mon – Fri, 9:00 AM – 6:00 PM (HKT)
Governing Law: Laws of Hong Kong