Support

We’re here to help you get the most out of your Aero-Etch® tools. Whether you’re a beginner or a longtime creator, we offer dedicated support and clear return guidelines to keep your experience smooth and frustration-free.

Start Carving

Don’t leave it in the box.

You have 90 days, so there’s no rush — but the makers who love this tool are the ones who set it up the first weekend and carve something. Open the box, set up the booth, put a stencil on a glass, and see what the finish looks like.

If your first pieces aren’t coming out the way you pictured, that’s usually a pressure or stencil adjustment, and we can almost always sort it out in one reply.

📖 View Aero-Etch Manuals & Guides ▶️ Watch Our Videos on YouTube

Need help? Email us at support@aeroetch.com

1Product Support

Having trouble or unhappy with the results you’re getting? Most issues can be solved with a quick message or a bit of guidance.

2Exchanges & Defective Products

If something doesn’t work as expected, we want to make it right.

Recommended First Steps:

  • Carve a test piece in your first week — the sooner we know about a problem, the sooner we can fix it.
  • Submit a Product Support Form.
  • Include clear photos/videos to help our team troubleshoot.

Resolution Options:

  • Technical guidance (for fixable issues).
  • Replacement parts or components.
  • Full product replacement (if defect is confirmed).

⌛ Claims for defective items must be made within 90 days of delivery.

Defective-product returns are always free. There is no return shipping fee.
3The ‘Carve It or Send It Back’ Guarantee

Use the tool. Really use it. Fill the sandcarver, set up the booth, put a stencil on a glass and carve it. You can’t judge a carving tool without carving something.

You have 90 days. If you’re not producing a finish you’d put a price on, we’ll make it right.

Step 1

Tell us what’s happening

Email support@aeroetch.com or submit a Product Support Form with photos of your pieces. We’ve been doing this for 50 years. Most of the time we can tell you what to adjust in a single reply.

Step 2

If we can’t get you there, send it back

We’ll email you a prepaid return label. Send back the tools and equipment and we’ll refund you, less a flat return shipping fee.

  • The Aero Pro: $45
  • Any single tool returned on its own: $25

📦 Send back

the sandcarver, the booth, the adapter, whichever tools were in your order.

✅ Keep

abrasive media, aerosol propellant, safety pack, abrasive accessory pack, starter glass blank and guides. You don’t need to return any of it.

No restocking fee. No requirement that anything be unused or in original packaging.

WHAT’S COVERED
The Artisan Pro, the Aero Pro, the Aero, the Aero-Etch Sandcarver, the Aero-Etch Sandcarving Booth, the Aero-Etch Compressor Adapter, and the Artisan Stencil Making Kit.

Consumables, replacement parts and accessories bought on their own aren’t eligible for a satisfaction return, but they’re still covered by our 90-day defective product policy above.

TIMING
Request your return within 90 days of delivery. Ship within 14 days of receiving your label. Refunds are issued within 5–10 business days of the items arriving.

4Damaged in Shipping

Shipping damage is handled separately from the guarantee, and it never costs you anything.

Before you open it, look at the carton. If it’s crushed, punctured or badly torn, photograph it before opening. That photo is what lets us file the carrier claim.

If something arrives damaged, email support@aeroetch.com with photos of both the box and the product. We file the claim on your behalf and get a replacement moving. You don’t deal with the carrier, and there is no return shipping fee.

Because this isn’t a satisfaction return, tell us the item arrived damaged when you first contact us. It changes how we handle it and how fast we can replace it.

📩 Still Need Help?

If you’ve got questions, feedback, or want help getting started, we’re always just an email away.