Frequently Asked Questions

We primarily work with vector files to ensure precision. The preferred formats are .AI, .SVG, .DXF, and .PDF. Vector files allow our CO2 and Fiber lasers to follow exact paths without losing quality. If you have a raster image (like a .JPG or .PNG), we can perform engraving, but for cutting, a vector path is mandatory. If you do not have a vector file, we offer professional layout preparation at a rate of A$75 per hour (inc GST). For more details on preparing your files, see our guide on layout preparation.

Yes, layout approval is a mandatory step in our business process. Once your file is processed by our lead designer, we will send a digital proof for your review. Production only commences after you provide written confirmation. This prevents errors in spelling, sizing, or placement. Please note that any changes requested after the production has started may incur additional costs.

To maintain our operational standards in Melbourne, we have a minimum order value of A$45. This applies to all orders, including simple engravings or small-scale cutting tasks. If your project falls below this amount, we recommend combining multiple items or adding additional pieces to meet the minimum threshold.

Our design team can assist in transforming your concept into a production-ready vector file. This service is billed as Layout Preparation. We will work with you to define the dimensions and material requirements. Once the design is finalised and paid for, the vector layout is provided to the client upon full payment of the order.

We currently process 12 types of materials using our CO2 and Fiber laser systems. This includes various types of plywood, acrylic, leather, glass, and several types of metals. If you are unsure which material is best for your specific application, we recommend reading our materials guide or contacting our production manager.

For safety and environmental reasons, we strictly do not process materials containing chlorine, such as PVC (Polyvinyl Chloride). Cutting PVC releases toxic hydrochloric acid gas which damages our equipment and poses a health risk. We also do not engrave on official documents, identity cards, or vehicle registration plates. For a full list of restrictions, please refer to our Terms and Conditions.

Our equipment provides a maximum working area of 900 x 600 mm. Any design exceeding these dimensions cannot be processed as a single piece. For larger projects, we can discuss splitting the design into multiple panels that can be assembled after cutting.

We maintain a stock of high-quality plywood and acrylic for immediate use. However, we can work with client-supplied materials provided they are compatible with our laser technology and are delivered in a flat, clean state. Please notify us in advance if you intend to provide your own material so we can verify its suitability.

Our average turnaround time is 3-5 business days from the moment the layout is approved and the deposit is received. This timeline allows for precise calibration and quality control. Complex orders or high-volume batches may require additional time, which will be communicated during the quoting stage.

We can prioritise urgent orders when our production schedule allows. Please be aware that urgent requests incur an additional fee of 30% of the total order value. This fee covers the rescheduling of other projects and potential overtime for our technical staff.

We implement a strict quality check for every item. Before the order is marked as ready for collection or delivery, we send photos of the finished products to the client for verification. This ensures that the engraving depth and cutting precision meet our internal standards and your expectations.

Yes, laser engraving is a permanent process that removes a thin layer of the material surface or creates a chemical change in the material. Unlike printing, it cannot be wiped off or faded by normal use, making it ideal for office signage and industrial marking.

We cannot reproduce logos or trademarks belonging to third parties without explicit written permission from the rightsholder. By submitting a design, the client confirms they possess the legal right to use the images and logos provided. We reserve the right to refuse any order that appears to violate intellectual property laws.

The vector layout created by our team is provided to the client after full payment of the order. This allows you to keep a record of your design for future reprints or other applications. All rights to the original design are transferred to the client upon final settlement of the invoice.

Because laser cutting is a destructive process, materials cannot be "undone." If a typo is present in the layout that was approved by the client, the cost of the material and the labour for a replacement is the responsibility of the client. We strongly urge you to double-check all text during the approval stage.

We respect the privacy of our clients' inventions and prototypes. Any files sent to us are handled securely and are not shared with third parties. For further information on how we handle your data, please review our Privacy Policy.

For standard orders, we require a deposit of 50% before we begin production. The remaining balance is due upon completion and before the item is collected or shipped. For B2B clients with an established account, we offer payment terms of 14 days from the date of invoice.

Once the laser has begun processing the material, the order cannot be cancelled as the material is permanently altered. In such cases, the deposit is non-refundable, and the client is responsible for the full cost of the materials used. Please refer to the cancellation section in our Terms and Conditions.

Pricing is based on the material type, the complexity of the cut (linear mm), the area of engraving (cm²), and the time required for machine setup. All prices listed on our website are in AUD and include GST (10%). For a detailed breakdown of costs, see our pricing guide.

We offer local pickup from our Melbourne CBD workshop and can arrange shipping via trusted couriers for national delivery. Shipping costs are calculated based on the weight and fragility of the items and are added to the final invoice. We ensure all items are securely packed to prevent damage during transit.