Shipping and Return Policy
Returns, Errors, and Shipping Damage
Our return policy covers orders that are placed incorrectly, are damaged or lost in transit, and delivered orders that are unwanted within 45 days of their original purchase date.
Order Errors or Damaged/Lost Shipments:
We can’t guarantee every order arrives perfectly, but we can guarantee to make it right! As soon as you receive your order or realize an issue, please immediately send an email to firstname.lastname@example.org, chat with us on our website or call us directly at 972-479-1188, so we can make it right, less the original shipping cost, any applicable restocking fees and/or rush fees. Emailing us a photo of any incorrect or damaged item(s) allows us to resolve the issue quickly. A picture is worth a thousand words. If we need you to ship anything back, customer service will provide a return authorization form, and further instructions regarding refunds and adjustments. Please note that the normal Customer Service hours are Monday through Friday, 8 AM to 5 PM, CST. If you contact our team outside of those hours, they will return your request the next business morning.
Orders Not Needed Anymore:
Again, please contact us within 45 days of the original purchase date. The original transaction or product(s) cost(s) paid, less the original shipping cost (if the order has left our facility), any applicable restocking fees and/or rush fees, are able to be refunded upon customer service approval. We typically cannot accept returns on the following - clearance items, acrylic with the protective film removed, and any type of samples.
Mailing Address for Any Approved Return Orders or Items:
2350 Crist Road, Suite 1000
Garland, TX 75040
2350 Crist Road, Suite 1000
Garland, TX 75040
We typically issue approved credit card or store credit refunds within two business days of receiving returned items. The Return Authorization Form from customer service MUST be completed and placed in the return package. We will not take any action with received packages or products that are missing return information, or haven’t been discussed with customer service. We will typically issue any refunds via the original payment method, unless other arrangements are agreed upon with customer service. Credit card refunds may take a few business days to appear on your statement, depending on your bank’s terms and processing. Also, in order for us to issue any store credit, you must have an account with us.
We do not have a system for order exchanges. You are free to order your replacement frame while going through the return process, or you can wait until we apply a store credit for the return item(s) if you have an account.
We ship from Garland, Texas. Click HERE and enter our ZIP code of 75040 to see Fedex Ground Service Map.
If you require Saturday Delivery, you MUST contact customer service to make those arrangements, even if you’ve chosen an Express Shipping option. The Express Shipping guarantees strictly apply to business days. For example, an order shipped on a Friday with Overnight Delivery will NOT arrive until Monday.
We do not have a minimum order size or amount.
We strive to ship within 3 business days of receiving your order.
Oversized picture frames, components and large quantity orders may require additional processing time. We will contact you immediately if this applies to your order.
Frequently Asked Questions
Which 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. If you have preference of courier between FedEx, UPS or USPS, please put this in the Comments section at Checkout.
Do you ship outside of the United States?
We currently only ship within the United States, US Territories or to 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.
What is an Oversize Shipping Fee?
Larger items require special packaging and may incur additional fees from the shipping companies. If your item qualifies as oversize, a pop-up will appear when you add it to your Shopping Cart, explaining the oversize fee that you’ll see added at Checkout.
Please note that the oversize fees are based on the quantity and EXTERNAL dimensions of the largest frame(s) in your order. The calculation is based on what’s called the EXTERNAL frame “united inches” (Height + Width). For example, a 30” x 40” frame that is 1” wide will have a total United Inches of 74 (32 + 42). The fee is added for every 2 frames of the largest size.
$10 - Greater than 58 and less than or equal to 68
$15 - Greater than 68 and less than or equal to 75
$30 - Greater than 75 and less than or equal to 79
$60 - Greater than 79
If you are in the Dallas, TX area and select “Local Pickup” for the shipping option, this fee will be removed. Customer service will contact you when your order is ready for pickup.
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 ordered without any contents (“empty”) will be shipped unassembled (with assembly instructions and dovetail key) if larger than 40”x40”, if one side is larger than 60” or if there are any other circumstances that increase the chance of damage in transit. Metal picture frames also may be shipped unassembled for greater protection, or if they are ordered without contents. A pop-up will appear when you add a frame to your cart that will arrive unassembled. You can certainly contact us at any time with questions about assembly.
Do you offer Express Shipping?
Yes, orders with Express Shipping (Express Saver, 2nd Day, or Standard Overnight) selected during checkout are given high priority. Please note that the transit time for express shipping excludes weekends. For example, if your order ships Standard Overnight on a Friday, it will not arrive until Monday. Overnight shipping may not be possible to certain locations, including 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 Garland, Texas. (About 20 minutes east of Dallas) 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 (75040) 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 do offer a “Rush Processing” production option for an additional fee. If you select "Rush Processing" in the checkout process, your order will be moved to the head of the queue once it’s received, and we will try to ship it within 24 business hours. 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 will contact you ASAP if there are any issues.
Are your packing materials recyclable?
With the exception of the packing tape, all of our packing materials are Recyclable, starting with the cardboard box your order arrives in. Listed below is the composition of each packing material.
Shrink Wrap (Stretch Film) – made of Polyolefin, a combination of ethylene and propylene
Green Bubble Wrap – made of Polyethylene
Wrapping Film, also known as Bundling Film – made of Polypropylene
Packing Tape - made of Polypropylene, but according to the manufacturer, it has an additional component that renders it un-recyclable