Frequently Asked Questions (FAQ)

For precise results, we prefer vector files (e.g., .SVG, .AI, .DXF, or .PDF). Vectors allow our laser to follow exact paths without the "staircase" effect seen in pixelated images. If you only have raster graphics (JPG, PNG), we offer professional Layout Design services. Vectorization is billed based on the actual time spent, with a rate of 65 € (incl. VAT) per hour.

Layout coordination is a critical step. Before the machine starts, we send you a digital draft for final approval. We only begin production after your explicit confirmation. This prevents errors in placement or typography. Please review the layout carefully, as we cannot assume liability for content errors once the approval is granted.

Yes, to cover the machine setup costs and administrative effort, our minimum order value is 25 €. This applies to both private individuals and business customers. For very small individual pieces, we recommend combining several items to reach this amount efficiently.

Absolutely. We welcome well-prepared files. If you are unsure whether your design is suitable for laser processing, we are happy to take a free initial look. However, please note that complex adjustments are billed as design services. You can find a detailed guide in our Preparing Files for Laser article.

We work with a variety of over 12 different materials. These include various types of wood (plywood, solid wood), leather, acrylic glass (Plexiglas), glass, and various metals. Depending on the material, we use either our CO2 laser (ideal for organic materials and acrylic) or our Fiber laser (specialized for metals).

No. For safety and health reasons, we do not process materials containing chlorine, such as PVC. Lasering PVC produces highly toxic gases and aggressive acids that endanger health and cause permanent corrosion damage to our machinery. Please ensure your materials are PVC-free.

Our maximum working area is 900 x 600 mm. Within this area, we can perform precise cutting and engraving. If your parts exceed these dimensions, we are happy to check if splitting the project or another solution is possible. The actual usable area may vary slightly depending on the height of the workpiece.

Yes, laser engraving is a subtractive process where material is removed or chemically altered. Unlike printing, engraving is not subject to wear and is permanently embedded in the material. Depending on the material (e.g., anodized aluminum or coated wood), a high contrast is created that remains visible for years.

Our average lead time is 5 to 7 business days. This period begins once the layout has been finally approved and the corresponding deposit has been received. During peak periods or for very large volumes, deviations may occur, in which case we will always inform you in advance.

Yes, we can prioritize orders provided our capacities allow. For expedited processing, we charge an urgency fee of 30% of the total price. Please specify your required deadline in your initial inquiry so we can check feasibility.

Since our services are custom-made, they are excluded from the right of withdrawal according to EU directives for distance selling, provided they were manufactured to customer specifications. We ensure quality through prior layout approval and precise machine control. In case of proven production errors, we will find a solution together.

Yes, after the production is complete, we send you a photo of the finished product. This ensures that everything is correct before you visit our workshop in Vienna-Margareten or before we arrange shipping.

We only engrave logos and trademarks for which you hold the rights or have written permission from the rightsholder. We strictly refuse to process protected brands without appropriate authorization. By placing an order, you confirm that you are entitled to use the provided graphics.

To secure material costs and planning, we require a deposit of 50% of the estimated total amount. The remaining balance is due upon delivery of the goods or according to the agreed payment terms. An order is only formally entered into our production schedule after the deposit is received.

For our business customers (B2B), we offer a payment term of 14 days after invoicing. However, the 50% deposit remains the rule, especially for first-time orders or when using expensive specialty materials.

Since we cut materials individually and reserve machine time, we cannot grant a refund of the deposit if a cancellation occurs after the physical processing (cutting) has begun. The costs for the material and the labor time already invested are non-refundable in this case.