We want you happy!
If you're not satisfied with our frames for any reason, we want to know so we can make it right. We stand behind our workmanship and quality, and want to be the lifetime supplier for all of your framing needs.
Making a return
To return a product, you must contact us within 30 days of purchase and return your order to our facility within 45 days of purchase.
Also, please note:
- Return shipping: The cost of shipping a returned product back to us is your responsibility.
- Shipping costs: Shipping costs are deducted from returned orders. We don't profit at all from shipping (it's billed at our cost to be fair to our customers).
- Additional items: Anything that wasn't part of the order should not be included in your return, including but not limited to artwork or items purchased from other merchants. Because receiving such items is not part of our streamlined process, we cannot guarantee their safe receipt or return back to you. Sometimes, if you send us such items by mistake, it may be possible for us to ship them back to you at cost if you waive any claim to damage (which we're unable to control for items that we don't sell) - please reach out if you realize you've shipped something like this to us.
Once in a blue moon, an order is not handled properly during shipping. Any orders which are lost, damaged and/or are missing items must be declared within 15 days of delivery. If your order is damaged, we need you to keep your protective packaging, take clear photos of the damage, and send the photos to us along with notification of the damage within 15 days of delivery. This will allow us to figure out the best way to help you, and file a damage claim with the shipping carrier if necessary. We can only help you if we hear about the issue within these 15 days after your order is delivered.
Because every frame we ship is custom crafted from raw materials to your exact specifications, we can't accept more than $500 of returns per order, as there is no way to reuse or resell your unique frames.
We serve many satisfied customers that order tens, hundreds, or even thousands of frames from us on a regular basis. If you haven't shopped with us before and are considering an order of this size, we encourage you to place a small initial order to ensure your frames are exactly as you expect.
If you have any doubt around your large order, please reach out to an expert member of our support team. We'd be happy to answer your questions and make sure that your order is perfect upon arrival.
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