FAQs

Personalization

How long does it take to prepare an order?

Most products are made within 7–10 business days unless a different processing time is listed on the product page.

Custom, bulk, and unusually large orders may require additional production time.

What is included in the processing time?

Processing time may include preparing your personalization, creating a digital mockup, manufacturing the product, completing a quality check, and packaging the order for shipment.

Can I change my order after placing it?

Please contact us as soon as possible if you need to make a change.

Changes may be accepted before the mockup is approved or production begins. Once the order enters production, we cannot guarantee that changes will be possible.

Can I cancel my order?

Cancellation requests must be submitted within 24 hours of placing the order and before production begins.

Once a mockup is approved, or the 24-hour review period has passed, the order will move into production and can no longer be changed or canceled.

Are delivery dates guaranteed?

Delivery dates are estimates and cannot be guaranteed.

Production schedules, carrier delays, weather, holidays, customs processing, and other circumstances outside our control may affect the final delivery date.

We recommend ordering early if your product is needed for a wedding, photo session, client delivery, or another special date.

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Is personalization included?

Yes. Free personalization is available on many products.

Depending on the item, you may add names, dates, initials, custom text, or a logo.

Will I receive a personalization preview?

Yes. For personalized products, a digital mockup will be sent for your approval before production.

Please approve the design or request changes within 24 hours.

What happens if I do not respond to the mockup?

If we do not receive a response within 24 hours, the mockup will be considered approved, and the product will be made as shown.

Once production begins, no additional changes or cancellations will be possible.

What should I review on the mockup?

Please carefully check:

Names and spelling
Dates and initials
Custom text
Design and placement
Logo files
Personalization color

Approval confirms that all information is correct and ready for production.

Will the finished personalization look exactly like the digital preview?

The digital mockup shows the design and general placement.

Because each product is finished individually, foil color, engraving contrast, scale, placement, material texture, and final appearance may vary slightly.

What personalization colors are available?

Available foil colors may include:

Gold
Rose gold
Silver
Black

Options vary by product.

Can you add my business logo?

Yes, logo personalization is available on many products.

Please send a clear, high-quality logo file. Some designs may need to be simplified before they can be engraved or foil-stamped.

Products & Materials

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What products does L-SITE offer?

Our collection includes:

Photo boxes
USB boxes
USB and photo boxes
USB flash drives
Photo albums
Guest books
Envelopes
Presentation products
Custom packaging

Our products are designed for photographers, small businesses, special events, client gifts, and personal keepsakes.

What materials are available?

Materials vary by collection and may include:

Soft velvet
Faux leather
Fabric
Natural wood
Other specialty materials

Please check the individual product page for available colors and material options.

Are the products handmade?

Many L-SITE products are handmade, assembled, personalized, and checked individually.

Small differences in texture, wood grain, foil placement, color, and dimensions may occur as part of the handmade process.

Are USB flash drives included with USB boxes?

USB flash drives are not included unless purchased separately from our USB collection.

Will my USB drive fit the box?

All USB flash drives purchased from L-SITE are designed to fit our USB boxes. We cannot guarantee that USB drives purchased elsewhere will fit.

Are your USB flash drives USB 3.0?

Yes. All L-SITE USB flash drives use USB 3.0.

How many photo prints fit inside a photo box?

Capacity depends on the box size and the thickness of the photo paper.

Most photo boxes can hold up to approximately 90 prints. The wooden USB photo box can hold approximately 40 prints.

Thicker, mounted, or fine-art prints may reduce the number of prints that fit.

What photo sizes are available?

Depending on the product, boxes may be available for:

4 × 6-inch photos
5 × 7-inch photos
6 × 8-inch photos

Choose the box size that matches your printed photos.

Custom & Bulk Orders

Do you create custom packaging?

Yes. You can choose a personalized product from our catalog or request packaging designed specifically for your photos, product, gift, or brand.

Can you make a custom size?

Custom sizes may be available depending on the product, materials, quantity, and construction requirements.

Can you design packaging for products other than photos?

Yes. We can create packaging for jewelry, candles, stationery, beauty products, handmade goods, gifts, and other products.

Do you handle both design and manufacturing?

Yes. With experience in both design and manufacturing, we can develop your idea and turn it into finished packaging—not just a digital mockup.

What information should I provide for a custom project?

Please include:

Product type
Required size
Quantity
Preferred material and color
Personalization requirements
Logo or artwork
Intended use
Desired delivery timeframe

The more details you provide, the more accurately we can review your project.

Do you offer bulk pricing?

Bulk pricing may be available depending on the product and quantity.

Please contact us with the products and quantities you need so we can provide more information.

How long does a custom order take?

The timeline depends on the design, materials, quantity, product construction, and current production schedule.

A production estimate will be provided after the project details have been reviewed.

Shipping & Delivery

Where do orders ship from?

U.S. orders are shipped from our locations in New Jersey or Minnesota, depending on the product.

Products made at different locations may arrive in separate packages.

How long does U.S. delivery take?

Standard U.S. delivery usually takes approximately 2–5 business days after production is complete.

Carrier delays may occasionally extend the delivery time.

Which shipping carriers do you use?

Most U.S. orders are shipped through USPS.

Another carrier may be selected when it is more appropriate for the package size, weight, product, or destination.

Do you offer expedited shipping or rush production?

We currently do not offer rush processing or expedited shipping.

The delivery estimate shown with your order is the most accurate timeframe available.

Will I receive tracking information?

Yes. Tracking information will be sent to the email address provided at checkout once the order has been prepared for shipment.

Tracking may take some time to update after the label is created.

Do you ship internationally?

We currently ship to:

Australia
Austria
Belgium
Canada
Denmark
Finland
France
Germany
Ireland
Netherlands
New Zealand
Norway
South Korea
Sweden
Switzerland
United Kingdom

Available destinations and shipping options will be shown at checkout.
International orders are shipped from our production studio in Ukraine.

Are customs fees included?

International customers are responsible for customs duties, import taxes, brokerage charges, and other fees required by their country unless otherwise stated at checkout.

Customs processing may also affect delivery time.

Can I change my shipping address?

A shipping address can only be changed before the order has shipped.

Please contact us immediately if you notice an error. L-SITE is not responsible for orders delivered to an incorrect or incomplete address provided by the customer.

What happens if my package is returned?

If a package is returned because of an incorrect address, failed delivery, refusal, or another issue outside our control, the customer will be responsible for the cost of reshipping it.

What should I do if tracking says delivered but I cannot find the package?

Please check with:

Household members
Neighbors
Building staff
Mailrooms
Parcel lockers
Your local carrier office

L-SITE is not responsible for packages lost or stolen after confirmed delivery, but we will assist with available information when possible.

Returns, Refunds & Problems

Do you accept returns?

We accept returns of eligible non-personalized products.

Please contact us within 14 days of delivery. Once approved, the product must be returned within 30 days of delivery.

Returned products must be unused, undamaged, and in their original condition and packaging.

Can personalized products be returned?

Personalized, custom-sized, bulk, and made-to-order products cannot be returned or exchanged unless they arrive damaged, defective, or incorrect due to an error on our part.

What should I do if my order arrives damaged or incorrect?

Please contact us within five days of delivery and include:

Your order number
A description of the issue
Clear photos of the product
Photos of the packaging
A photo of the shipping label if the package was damaged

Please keep the item and all original packaging until the issue has been reviewed.

What happens if there is a personalization mistake?

L-SITE is not responsible for errors submitted or approved by the customer, including incorrect spelling, dates, names, initials, sizes, colors, text, or logo files.

If we make an error during production, contact us within five days of delivery with your order information and photos.

Who pays for return shipping?

Customers are responsible for return shipping costs on eligible returns unless the item arrived damaged, defective, or incorrect due to an error on our part.

Original shipping charges are non-refundable.

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