Frequently Asked Questions
Payments
Q1: What payment options can I use?
You can use most credit and debit cards. We accept Visa, Mastercard, American Express, Diners Club, and Discover. We also accept Apple Pay, Shop Pay and PayPal
Q2: Do you accept PayPal?
We have been accepting paypal since October 🎉 . However, other secure methods such as Apple Pay and Shop Pay are also available.
Q3: Can I pay in installments?
We do not offer this option at the moment. (However, you may be able to do so by using Shop Pay).
Q4: Can I pay via bank transfer?
Yes! Please contact support@culiau.com to get the details for a bank transfer.
Q5: Can I pay with cash over delivery?
We do not accept cash over delivery at the moment.
Customizer
Q1: What are the functions of the Customizer?
The Customizer isn't just an engraving pen; it's a versatile tool. With the right attachments, which you can find on our website, can not only engrave but also polish, sand, carve wood, and more.
Our Customizer offers a world of benefits:
🌟Personalization: Make your items truly yours with unique designs.
🌟Versatility: Works on wood, metal, glass, and more.
🌟Easy to Use: No advanced skills needed, accessible for all.
🌟Cost-Efficient: Save money by creating personalized items.
🌟Artistic Outlet: Express your creativity effortlessly.
🌟Practical: Handy for various tasks and DIY projects.
Q2: Why should I choose the Customizer over the rotary tools available in the market today?
Choosing the Customizer is a wise investment for several reasons.
Firstly, it boasts unparalleled precision, ensuring flawless results with every use.
Secondly, its lightweight and compact design offers unmatched convenience, allowing for effortless handling and maneuverability. Moreover, its affordability sets it apart from other engraving tools, offering exceptional value for money.
Additionally, its versatility shines through as you can easily customize its functionality by adding various attachments, making it suitable for a wide range of tasks.
Ultimately, opting for the Customizer can save you both time and frustration in the long run
Q3 What is included in the package?
Here's a comprehensive list of what the package of our Customizer includes:
1 Customizer
1 Carbide burr
1 Hex key
30 Diamond Bits
1 USB-C cable
1 pen cap
1 simplified User Manual – For an in-depth guide, simply scan the QR code located on the last page.
1 Mastery Guide – Accessible as an Ebook. Scan the QR code provided in the User Manual to unlock valuable insights and tips.
Q4: What are the 30 bits used for?
The 30 bits included with our Customizer are a diverse range of attachments designed for compatibility with surfaces where our engraving pen excels, such as wood, metal, glass, and plastic. Within this selection, you'll discover various shapes, including squared bits, pointed bits, ball bits, chisel bits, and a mix of others.
Q5: On which surfaces can the Customizer be used?
The Customizer is compatible with surfaces rated below 4 on the Mohs scale, including glass, wood, leather, metal, plastic, stone, and more.
Q6: Are separate attachments required for the Customizer, or are they included in the package?
The 30 bits included with the Customizer serve as a versatile starting point, enabling effective use across various surfaces. However, for customers seeking intricate engraving on specific surfaces, we recommend exploring our specialized sets of separate bits tailored for those materials. These sets are available on our website and are designed to enhance your engraving experience by providing precision and efficiency on your desired surfaces.
Q7: Where can I get attachments for the Customizer?
You can find them in our bits section: Customizer Bits
Q8: How long does it take to fully charge the tool?
It takes from 2.5 to 3 hours to fully charge the Customizer. Each charge lasts for approximately 2 hours.
Q9: The product arrived, how should I start?
We've got you covered! We've prepared a brief tutorial on how to get started using our Customizer, conveniently available on our YouTube profile. You'll also find a plethora of other helpful tutorials to enhance your experience: Customizer Tutorial
Q10: How long does the Customizer warranty last?
The Customizer warranty is 1 year. For more information, you can read the warranty policy at this link: Warranty Policy
Order
Q1: Can I place an order over the phone or via email?
We currently don't offer phone orders, but you can place an order by emailing support@culiau.com. Our support team will guide you through the process.
Q2: How do I place an order?
To place an order, select the item you want to purchase and click on the “Add to cart” button. Once you have added all the items you want to your cart, click the “Go to checkout” button and fill out your information.
Q3: What happens after I place my order?
Once you've placed your order, you'll receive an email confirmation with the order number. If you are still waiting to receive it within 24 hours, please fill out the following form: https://culiau.com/pages/contact-us for more information.
Q4: How do I track my order?
You can track the progress of your order by entering your tracking number or order information on our tracking page: https://culiau.com/apps/tracking
Q5: I added an item by mistake, can I modify my order?
If you wish to modify your order, please fulfill the following form: https://culiau.com/pages/contact-us and Customer Support will help you.
Q6: Can I cancel my order?
If you wish to cancel your order, please contact support@culiau.com at your earliest convenience. If your order hasn’t been dispatched yet, you can ask for its cancellation and we will proceed with an early refund. However, if your order has already been dispatched, you will be able to start a return process once the package is delivered.
*Please check our refund policy here: https://culiau.com/policies/refund-policy
Q7: I ordered multiple items, but have not received them all. What should I do?
If your order is incomplete, please contact support@culiau.com stating your order number and including a picture showing all the items you received.
Q8: I received a damaged item. What should I do?
If you received a damaged item, please contact support@culiau.com within 48 hours of delivery, including a picture/video of the broken item.
Q9: I received a defective item. What should I do?
If you received a defective item, please contact support@culiau.com including your order number, a description of the defectiveness and a short video showing the malfunction.
*Please notice that our warranty lasts for 1 year from the delivery of the package.
Q10: Can I return my order?
For physical goods, you have 30 days to return it from the date you received it. To start a return, you must email support@culiau.com.
Read the full return policy here.
Shipping
Q1: How long does shipping take?
United States: 5-7 days for Customizer only orders. 7-15 days for orders including other products.
Rest of the world: 7-15 days.
Check all our shipping times and costs by clicking here
Q2: How much does shipping cost?
United States: Around $5.95 USD.
Rest of the world: Around $9 USD.
You can also visualize your shipping cost by completing your address information on the checkout, it’s not necessary to place the order, you can just see the amounts and then decide if you want to proceed with the order or not.
Q3: How can I track my order?
You will see the most recent update of your order on our tracking page: https://culiau.com/apps/tracking
Q4: Where can I see the tracking number?
Once we finish the fulfillment process, we send the tracking number via email.
*If you do not receive it within 3 days since you place your order, please contact support@culiau.com
Q5: Why is there no information on my order’s tracking?
Please allow up to 5 days from the day you placed the order to see any progress in the tracking information. If more than 5 days have passed and you still haven't seen any updates, please contact us at support@culiau.com . We'll be happy to provide you with more information about the status of your order.
Q6: I need to modify my address/billing information entered on my order
If your order has been already dispatched, it won’t be possible to modify the address information. If your order has not been dispatched yet, you can contact us through our contact form.
Regarding the billing information, we do not send any physical receipt or anything like that to the billing address so it doesn’t affect anything.
Q7: I haven’t received my order. What should I do?
If you do not receive your order in the estimated time, please check the tracking status — it may be near its destination. Otherwise, contact us at support@culiau.com
*You will find our shipping policy here: https://culiau.com/policies/shipping-policy
Q8: My order appears as delivered but I did not receive it.
If your order appears as delivered but you did not receive it, proceed as follows:
1- Check your mailbox and ask your neighbors if they noticed any package.
2- Contact your nearest post office to inquire about your package.
3- Contact support@culiau.com for more help.
Q9: Why hasn't my package tracking been updated since it arrived in my country?
Once your package arrives in your country, it undergoes customs processing, which typically takes 2 to 5 business days. After customs clearance, the package continues its journey to you, and tracking updates should resume.
If it has been 7 days or more since it arrived in your country and there are no tracking updates, please contact us here. We'll assist you in tracking your package and provide further information on its current status.
Coupons and Discounts
Q1: What are Coupons and Discount Codes?
Coupons and Discount Codes are promotional codes offered by Culiau, which can be redeemed for discounts on purchases.
Q2: How do I use a Coupon or Discount Code?
To use a Coupon or Discount Code, simply enter the code during checkout, before making payment. The discount will be applied to the total order amount.
Q3: Are Coupons and Discount Codes applicable to all products?
Coupons and Discount Codes may have restrictions on which products they can be used for, or a minimum purchase value required to redeem the discount.
Q4: Where can I find Coupons and Discount Codes?
Coupons and Discount Codes can be found on the Culiau website (https://culiau.com/pages/culiau-discount-codes-offers), social media pages, or email newsletters.
Q5: Can Coupons and Discount Codes be combined?
Coupons and discount codes are valid for a single use per person and cannot be combined, unless stated otherwise at the time of receipt.
Q6: What happens if I have a problem with a Coupon or Discount Code?
If there's an issue with a Coupon or Discount Code, please contact support@culiau.com
Q7: Why doesn't my Coupon or Discount Code work?
Coupons and Discount Codes may not work if they have already expired, have been redeemed to their maximum usage limit, or do not meet the requirements (such as a minimum purchase value) for redemption.
Gift Cards
Q1: What are Gift Cards?
Gift Cards are pre-paid cards that can be redeemed for purchases in our store. They can be purchased directly from our website.
Q2: How will I receive my Gift Card?
After purchasing a Gift Card, you will receive an email with a unique code that can be used at checkout to redeem the value of the card
Q3: Can Gift Cards be used more than once?
Yes, Gift Cards can be used multiple times until the balance is exhausted.
Q4: Can Gift Cards be combined with other payment methods?
Yes, Gift Cards can be combined with other payment methods, such as credit cards, during checkout.
Q5: What if I have a remaining balance on my Gift Card?
Any remaining balance on the Gift Card can be used for future purchases.
Q6: Is there an expiration date for the Gift Card?
Gift Cards have an expiration date, I recommend checking the email in which you received the Gift Card to find the expiration date.
