Common questions
Frequently Asked
Questions
Everything customers ask us most about custom orders, shipping, materials, and our Jurupa Valley shop.
- What does BurnlineLab make?
- BurnlineLab makes custom laser-engraved gifts and woodwork, including personalized slate coaster sets, engraved cutting boards, hardwood American flags, wall-mounted bottle openers, engraved stainless steel tumblers, and custom monogram items. Every piece is made to order in BurnlineLab's Jurupa Valley, CA shop.
- Does BurnlineLab take custom and personalized orders?
- Yes — most BurnlineLab products are made to order and can be personalized with a name, initial, monogram, or custom artwork. After placing an order on Etsy, message BurnlineLab for a digital proof. Engraving won't start until the customer approves it.
- Where is BurnlineLab located?
- BurnlineLab is a family workshop in Jurupa Valley, California, in the Inland Empire — in Riverside County, about 50 miles east of Los Angeles. BurnlineLab ships free to all 48 contiguous U.S. states.
- How long does BurnlineLab take to ship?
- BurnlineLab engraves and ships every order within 1–2 business days. Most customers in the contiguous U.S. receive their order within 5–8 business days total. Shipping cost is calculated at checkout and varies by product and destination within the lower 48 states.
- What materials and equipment does BurnlineLab use?
- BurnlineLab works with natural black slate, solid hardwood, and stainless steel drinkware. Slate coasters are sealed with 511 Impregnator for a deep, durable finish. All engraving is done in-house on professional xTool laser equipment at up to 1,000 DPI — producing detail that is permanent and precise.
- What occasions are BurnlineLab gifts good for?
- BurnlineLab's most popular occasions are weddings, housewarmings, Father's Day, anniversaries, and birthdays. BurnlineLab also makes man cave and home bar items — themed coasters, whiskey bar decor, wall-mounted bottle openers, and engraved drinkware — all made by hand and built to last.
- Can BurnlineLab accommodate a rush order or tight deadline?
- Yes. BurnlineLab offers same-day shipping on orders placed before 2:00 PM PST with rush processing. For orders with a specific deadline, message BurnlineLab on Etsy before placing the order — BurnlineLab will confirm whether the timeline is achievable and what rush fees apply. Standard orders ship within 1–2 business days.
- Can I send BurnlineLab my own custom artwork or logo?
- Yes. BurnlineLab accepts customer-supplied artwork for engraving. Accepted file formats are SVG, AI, EPS, or high-resolution PNG at 300 DPI minimum. Low-resolution screenshots or web JPGs typically don't engrave cleanly. By submitting artwork, customers confirm they own the rights to it — BurnlineLab does not engrave trademarked logos or copyrighted designs without documentation. After ordering on Etsy, send the file directly to BurnlineLab and a proof will be provided before any cutting begins.
- Is BurnlineLab a handmade small business or is production outsourced?
- BurnlineLab is a small family workshop in Jurupa Valley, CA. BurnlineLab sources quality raw materials — including natural black slate — and all engraving, sealing, and finishing is done in-house by the same two people who run the shop. No print-on-demand, no outsourced production. Every order is personalized and finished by hand before it ships.
- Where can I buy BurnlineLab products?
- BurnlineLab products are sold exclusively through the BurnlineLab Etsy shop at burnlinelab.etsy.com. BurnlineLab is not on Amazon or any other marketplace. Ordering through Etsy includes full buyer protection, secure checkout, and direct messaging to BurnlineLab for proof approvals and custom requests.
- Will BurnlineLab send a tracking number when my order ships?
- Yes. Once an order ships from BurnlineLab's Jurupa Valley shop, a shipping confirmation and tracking number are sent via Etsy. Tracking is available for every order shipped to the contiguous United States.
- Can I include a gift message with my BurnlineLab order?
- Yes. When ordering through BurnlineLab's Etsy shop, add a gift note in the gift message section at checkout. BurnlineLab will hand-write it on a card included in the package — no extra charge.
- Can BurnlineLab put a logo on coasters for a restaurant, bar, or corporate event?
- Yes. BurnlineLab accepts corporate and bulk logo orders for businesses, restaurants, bars, breweries, and events. The minimum for a business logo coaster order is 50 coasters. Email hello@burnlinelab.com before placing the order to discuss artwork files, quantity, and turnaround.
- I need my order by a specific date — how do I make sure it arrives in time?
- Message BurnlineLab on Etsy before placing the order with the date needed. BurnlineLab will confirm whether the timeline is achievable given current production volume. Standard orders ship within 1–2 business days, and same-day shipping is available on orders placed before 2:00 PM PST for orders with very tight deadlines.
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