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Our return policy includes orders we processed incorrectly, shipping damage, and you simply changing your mind.
Our mistake or shipping damage:
We can’t guarantee every order is made and shipped perfectly, but we can guarantee to fix it if you contact us! Just send an email to [email protected], or call us at 972-479-1188 so we can make it right. Please help us out by including a photo of the incorrect or damaged item(s). A picture is worth a thousand words. If we need you to ship the item back, we will provide a shipping label.
You changed your mind:
Contact us within 45 days of the original purchase date. The product(s) cost, minus the original shipping cost and/or rush fees, will be fully refunded. We do not pay for return shipping. 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:
Due to COVID-19, our facility is temporarily closed so we are unable to accept returns until reopening. If you wish to return an item, please contact us at [email protected] or 972-479-1188. We will contact you once we’ve reopened so you can return the item(s).
Just contact us at [email protected] or 972-479-1188 to get return authorization and the address to send your return to. Include a copy of your receipt or packing list so we know who to give the refund to.
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.
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.
We do not ship outside the United States with the exception of Puerto Rico, the Virgin Islands, and APO addresses.
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.
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. Please note that the oversize fee is based on the EXTERNAL size of the largest frame in your order.
An item(s) in your cart requires us to add an oversize shipping fee. Fee is based on the quantity and external dimensions of the largest item(s) in your cart. The calculation is based on 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 4 frames of the largest size.
If you are in Dallas and select “local pickup” for the shipping option this fee will be removed.
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.
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.
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 in Alaska, Hawaii, Puerto Rico or the U.S. Virgin Islands. We will contact you if your shipping choice is not possible.
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.
With the exception of the packing tape, all of our packing materials are recyclable. Listed below is the composition of each packing material.