Picture Frames FAQ

Have some questions? We have answers! If you can’t find the answer you’re looking for, please contact us.

Ordering

How do I place an order?

You can place an order 24 hours a day, 7 days a week right here on our website at www.framedestination.com.

How quickly do you process orders?

Although most orders are built to order, we strive to ship within 1 - 3 business days of receiving the order. If you select "Rush Processing" in the shopping cart your order will be moved to the head of the queue and we will try to ship it within 1 business day. Please leave a note in the special instructions if you need to receive your order by a certain date. Over-sized items and large quantity orders may require additional processing time.

We ship from Dallas, TX and most orders are shipped via Fedex. If your shipping address is a P.O. Box or if you are located in Alaska, Hawaii, Puerto Rico, or the U.S. Virgin Islands we may send your order via USPS Priority Mail. Visit the FedEx website and use our shipping zip code (75243) to estimate Fedex shipping transit time to your location. Be aware ground shipment transit times are estimates. To guarantee prompt delivery select an Express Shipping option during checkout.

I don't see the size I need on the size drop-down menu. Can I order a custom picture frame size?

Yes, select the “Customize this preset frame size” checkbox below the size drop-down menu.

Do you have a minimum order quantity?

We do not have a minimum order quantity. We do, however, offer volume discounts for larger orders of identical items. Ordering in larger quantities will also reduce the per item shipping cost.

Do I get a free hanging kit if I purchase a wood or metal picture frame?

We include a free hanging kit if you include a mat, glass, or backing with your picture frame purchase.

Can I buy just the picture frame?

Yes, we sell both the wood and metal frames without components (mat board, mount board, and glazing). On the frame ordering page click on "Empty Frame" instead of "Complete Frame". Empty frames do not qualify for a free hanging kit.

Can I buy just the framing components without a frame?

Yes, all of the mat board, mount board, and/or glazing can be ordered without a picture frame from the “Framing Supplies” drop-down menu.

Can I get a discount?

We offer a volume discount for multiple identical items. Also, our newsletters often contain a coupon code. When you sign up for our newsletter, rest assured that we will never share your personal information.

Do you charge sales tax?

We are required to charge sales tax if the shipping address is in Texas or if you pick up your order at our facility in Dallas. If you are Texas-based and either tax-exempt or have a resale number, we can remove the sales tax. Please create an account on the website and either email ([email protected]) or fax (1-866-389-2813) us your tax exempt or resale form BEFORE you place your order. We will set your account to tax-exempt status.

Is it cheaper to buy in bulk?

Yes. We offer volume discounts. You can see the quantity breaks on the Quantity Discount table below the Add to Cart button. The discount is automatically applied when you add products to your shopping cart.

How do I get a quote?

The website has accurate pricing and automatically applies volume discounts when you add products to the shopping cart. To see your shipping cost, first add the items to your shopping cart. Then enter your shipping ZIP code and click the "Get a Quote" button.

What if I need to change or cancel my order?

If you need to change or cancel your order, please call us ASAP at 972-479-1188. We may request change information via email, but we need to put your order on hold ASAP if you know it is wrong.

I loved my previous order and want to reorder the exact same thing. How can I do that?

By creating an account on our website, you will be able to move through the checkout process faster, store multiple shipping addresses, view and track your orders in your account and more.

What if my order arrives damaged?

Contact us immediately if your order arrives damaged. If possible, please photograph the box and damaged item and email the images to [email protected] We will make it right!

What are your office hours?

Our office hours are Monday – Friday, 9 AM to 4:30 PM Central Time.

Do you work on holidays and weekends?

We close for major U.S. holidays. Closures are announced on our website’s home page at www.framedestination.com. Our office is closed on Saturdays and Sundays.

What forms of payment do you accept?

We accept these major credit/debit cards - American Express, Visa, MasterCard, and Discover. In addition, we accept PayPal, checks and money orders. Note: If you are paying with a check or a money order, your order will be put on hold until payment is received.

How can I contact you?

Visit our Contact Us page for all our contact information.

Shipping / Returns

What shipping companies do you use?

The majority of orders are shipped via FedEx. If your shipping address is a P.O. Box or if you are located in Alaska or other non contiguous states we may send your order via USPS Priority Mail.

Do you ship outside of the United States?

We do not ship outside the United States with the exception of Puerto Rico, the Virgin Islands, and APO addresses.

Can you ship to a P.O. Box address?

Yes. If your shipping address is a P.O. Box we will send your order via USPS Priority Mail. Please note that USPS Priority Mail is not an express choice, and may take longer than standard ground shipping to a street address. In addition, the United States Postal Service has size restrictions. If your order exceeds these restrictions we will contact you for an alternate shipping address.

What is an Oversize Shipping Fee?

Larger items require special packaging and may incur additional fees from the shipping company. If your item qualifies as oversize, a pop-up will appear in the Shopping Cart displaying the oversize fee. This fee is only charged once per order and does not increase if you increase the number of items in your cart. The following table shows the rates:

The United Inches (Height + Width) of an item in your cart is over a certain value resulting in an oversize handling fee being added to your shopping cart.

  • $10 - Greater than 70 and less than or equal to 78
  • $20 - Greater than 78 and less than or equal to 86
  • $50 - Greater than 86

If you are in Dallas and select “local pickup” for the shipping option this fee will be removed.

Do you ship "Signature Required"?

Although we do not normally ship "signature required" we are happy to do so upon request. If you want your order shipped "signature required", please put "Ship Signature Required" in the Comments box during checkout.

Are your picture frames shipped pre-assembled?

Frames purchased with components (mat board, mount board, and/or glazing) are normally shipped fully assembled. Wood picture frames, which are permanently hand-glued and nailed together, are always shipped assembled. Metal picture frames are often shipped assembled, but may be shipped unassembled for greater protection, or if they are ordered without contents. If you have questions about picture frame assembly, leave a note in the Comments box of the checkout page or contact us before you place your order.

Are your packing materials recyclable?

ALL of our packing materials, with the exception of the tape, are recyclable. The white mask on the acrylic is also recyclable.

Do you offer Express Shipping?

Yes, orders with express shipping (Express Saver, 2nd Day, or Standard Overnight) selected during checkout are given high priority. Overnight shipping may not be possible to certain locations in Alaska, Hawaii, Puerto Rico or the U.S. Virgin Islands. We will contact you if your shipping choice is not possible.

What is the shipping transit time?

We ship from Dallas, Texas. Most orders are shipped via Fedex. If your shipping address is a P.O. Box or if you are located in Alaska, Hawaii, Puerto Rico, or the U.S. Virgin Islands we may send your order via USPS Priority Mail. Visit the FedEx website and use our shipping zip code (75243) to estimate Fedex shipping transit time to your location. Be aware ground shipment transit times are estimates. To guarantee prompt delivery select an Express Shipping option during checkout.

We strive to ship within 1 - 3 business days of receiving the order. If you select "Rush Processing" in the shopping cart your order will be moved to the head of the queue and we will try to ship it within 1 business day. Please leave a note in the special instructions if you need to receive your order by a certain date. Over-sized items and large quantity orders may require additional processing time.

What if my order arrives with shipping damage?

If your product arrives damaged, email [email protected] or call us at 972-479-1188 ASAP so we can make it right. Please help us out by emailing a photo of the damaged item(s). If we need you to ship the item back, we will provide a shipping label. We will ship replacements as quickly as possible at our expense using the same shipping option selected on the original order.

What is your return policy?

Contact us within 45 days of the original purchase date. We do not pay for return shipping. The product cost for un-used off- the-shelf items such as Lineco framing and storage supplies and Clear Bags will be fully refunded. Since all orders are custom made-to-order, returns are usually scrapped. For this reason we charge a 10% restocking fee on picture frames, mats, glass, acrylic mount board and GalleryPouch’s. We cannot accept returns on the following - clearance items, acrylic with the protective film removed, and frame and mat board samples.


How to return an item:

Contact us at [email protected] or 972-479-1188 to let us know what you are returning. Include a copy of your receipt or packing list so we know who to give the refund to.

Mail your product back to us at:

Frame Destination
13539 Method Street
Dallas, TX 75243

We issue refunds within two business days of receiving returned items. If you have an account, we can issue a store credit. Otherwise, we will issue the refund via the original payment method. Credit card refunds may take up to 72 hours before appearing on your statement.

We do not have a system for order exchanges. You are free to order your replacement frame while we process your return or you can wait until we apply a store credit for the return item if you have an account.

Picture Frames

Can I buy full sticks of your moulding?

We are happy to build a frame for you, but we do not sell sticks of moulding.

What size picture frame should I get?

Please visit our page at http://www.framedestination.com/picture-frame-sizes for help with that.

Wood Frames

What are your wood frames made of?

Most of our wood frames are made of solid wood finger-jointed pine finished with a stained, lacquered, or gessoed veneer. If you have a question about what a specific profile is made of, please contact us.

Are the wood frames pre-assembled?

Yes, all of our wood frames are hand-assembled by our staff.

What are points?

Points are used to hold the mat, mount board, and glass or acrylic inside of wood picture frame moulding. Without points, the contents will fall out of the picture frame. Our picture frames contain flexible points, which can be bent up and back down to allow the contents to be installed in the frame. More information about points.

Your website is asking me to select the depth for my points. How do I figure out the point depth for my wood picture frame?

Point depth is determined by the thickness of what you are putting in the frame. If you are buying the glass mat and backing from us you can just select "Fit Contents Ordered". If you going to be adding items to the frame you buy from us simply add up the thickness of the contents going into the frame to get the point depth.

Are your wood frames acid-free?

No, wood naturally contains lignin, which is not acid free. To protect your artwork from the acids that naturally occur in the wood frames, you may wish to use frame sealing tape to isolate the contents from contact with the frame’s rabbet.

Metal Frames

What are your metal frames made of?

Most of our metal picture frames are manufactured by Nielsen. They are made from the highest-quality aluminum anodized for maximum durability and long-lasting beauty. Aluminum is a robust metal which offers a high strength-to-weight ratio.

Do the metal frames come with corner hardware?

Each metal frame includes corner hardware and spring clips to hold frame contents in place, plus euro hangers for attaching hanging wire to the frame.

Do the metal frames come pre-assembled?

Metal frames are often shipped assembled, especially if ordered with components (mat board, mount board, and/or glazing). If you purchase a metal picture frame without any components, it may come unassembled for better protection. If you have questions or concerns about whether or not the frames you ordered will arrive pre-assembled please contact us.

Ready-Made Picture Frames

Can I order a Ready Made frame in a size other than those shown on the website?

The Complete Ready Made frames are pre-cut. However, you can easily design the same frame package in a different size by creating a Complete Metal Picture Frame using the same components identified for the ready-made frame.

Canvas Floater Frames

What size floater frame should I order for my canvas?

The size of the floater depends on the size of the art you are framing. For the correct floater frame dimensions, enter the size of your stretcher bar frame, measuring at the corners where the folds of the canvas are thicker. The inside dimension of the wood floater frame will automatically be sized one inch (1") larger than the stretcher bar dimensions, allowing a one-half inch (1/2") float space between the canvas and the inside edge of the floater frame. The inside dimension of the metal floater frame will automatically be sized one-half inch (1/2") larger than the stretcher bar dimensions, allowing a one-quarter inch (1/4") float space between the canvas and the inside edge of the floater frame.

Stretcher Bar Frames

Do your stretcher bar frames come pre-assembled?

Yes, all of the stretcher frames are hand-assembled by our staff.

Mat Board

There are so many mat board types! How do I choose the right one for my art?

Check out our MatBoard Types Explained for help on choosing the right one for your art.

Can you recommend a mat color that will suit my artwork?

Because each person's color perception and computer monitor varies, it is extremely difficult to recommend a mat color via email or telephone. We recommend viewing actual samples of the mat boards before purchasing them. Frame Destination can mail out up to five individual samples for free. If you need a larger selection please purchase a mat board sample kit.

I want to order a large number of custom mats in different sizes. Can you label the mats for me?

Yes, we can label them for you. Just put a note in the Comments box during the checkout process.

Mount Board

Should I order 1/8" or 3/16" thick foamcore?

We recommend the 3/16" providing your frame's rabbet can accommodate it. The 1/8" thickness is great used as backer for images displayed in ClearBags™.

Glazing

What is glazing?

Glazing is a generic term for the glass or acrylic used to cover and protect artwork in a picture frame. We sell both glass and acrylic glazing.

Glass

Do you sell and ship glass?

Yes, we ship glass up to 24" x 28". Larger sizes can be picked up at our facility in Dallas, Texas.

What kind of glass do you sell?

We offer several different choices. Check out all of our glass varieties here.

Do you offer custom sizes of glass?

Yes, we can cut custom sizes of glass up to 24" x 28". Note: Larger sizes up to 32” x 40” can be picked up at our facility in Dallas, Texas.

Acrylic

What type of acrylic do you sell?

We offer several different choices. Check out all of our acrylic varieties here.

Is acrylic the same thing as Plexiglas®?

We sell high quality Acrylite® brand framing acrylic. Some people refer to all acrylic picture frame glazing as Plexiglas®. Although Plexiglas®, which is actually a trade name for acrylic, is similar; nothing beats the Acrylite® brand for picture framing! Acrylite® is an excellent glazing choice for framing and is a safer alternative at half the weight of glass, many times more resistant to impact, and easier to handle. In addition, acrylic provides exceptional optical purity.

Do you offer custom sizes of acrylic?

Yes, we can cut custom sizes of acrylic up to 40" x 60".

I purchased the non-glare acrylic. Which side should face the artwork?

The clear shiny side of the non-glare acrylic faces the artwork.

Are there any special care instructions for acrylic?

We recommend using an acrylic cleaner called Brillianize and a microfiber smooth towel for cleaning. DO NOT use window cleaning sprays, kitchen scouring compounds, or solvents such as acetone, gasoline, or lacquer thinner to clean acrylic. Dry or gritty cloths and/or paper towels may cause surface scratches. Craftics Microfiber Smooth Towels are excellent for cleaning acrylic. They will safely pull dust and smudges off the acrylic without scratching the surface.

How do I remove the mask from the acrylic?

Our acrylic is shipped with an easy-to-remove plastic film to protect it from scratches. This film needs to be removed before installing it in the frame. To remove the film, grab it at one of the corners and peel it off. Check out this How to Remove the Protective Covering from Your Acrylic Glazing blog post for a visual guide.

Picture Frame Spacers

What are picture frame spacers?

Frame spacers are used to keep the glazing away from the artwork to avoid mold growth, paper buckling, image transfer, and adhesion. They are normally used when framing artwork without a mat board. Check out our How to Use Frame Spacers to Protect Your Memories video in our video gallery.

Clear Bags

What size ClearBags™ should I order?

Order a size that is slightly larger than the outside dimension of your print. Note: If you are using the bags to display cards, order a size slightly larger than your envelope.

Is the adhesive on the bag or on bag's flap?

The crystal ClearBags™ that we sell feature a peel-away adhesive strip on the bag - not the flap - so that your artwork will not get stuck to the adhesive when being inserted or removed.

General Framing Questions

Are your picture frames safe for all types of artwork?

Our frames provide exceptional protection for most types of artwork, including 99% of photographs and all inkjet prints. There are, however, a few considerations for framing certain types of artwork. Acrylic glazing can develop a static charge so it should not be used to frame artwork rendered in loose mediums such as pastel or charcoals. In addition, there are two types of photographic print processes that are very acidic and require a special non-buffered mat: 1) Cyano – a black and white process, and 2) Dye Transfer – a color process.

What is a rabbet?

The rabbet is the inner lip or groove of the picture frame which holds the frame’s components, including the glazing, mat(s), artwork and backing. Make sure to choose a frame with a rabbet deep enough for all your components. We list the rabbet size for all of our picture frames.

Why would I want to use museum quality frames?

If you are going through the trouble of framing and exhibiting your artwork, then please consider proper protection. Do you want to preserve the item for future generations? Sentimental value, such as that assigned to family portraits, can be greater than monetary value.

I just bought a fine art print/photograph for my home. I’ve never framed anything before. What do I need to frame it?

Typically, you need a frame, glazing (glass or acrylic), a mat board, and a mounting board. Check out our visual guide to ordering picture frames for more details.

Is Acid-Free good enough for conservation?

Acid-free products are a good start. However, the acid in paper products is just one of your artwork’s enemies. Other enemies include airborne pollutants and ultraviolet radiation. Museum-grade mat board is lignin-free, pH neutral (buffered), sulfur-free, and certified free of other contaminants. Conservation glazing should provide 98% UV filtering. The Bainbridge products used in our frames are manufactured with the Artcare Archival System which traps and neutralizes external pollutants and harmful chemicals. The mat board and mounting board should also meet the FACTS Guide for Permanence in Mat and Mounting boards and National Information Standards Organization standard for “Permanence of Paper for Publications and Documents" in Libraries and Archives ANSI/NISO Z39.48-1992.