Policies

Lowest Price Guarantee

Our custom frame pricing is among the very lowest in the industry. The lowest price guarantee ensures that you always receive the lowest price. If anytime within 30 days after your purchase from us, you find the same molding offered elsewhere at a lower price, we will refund the difference back to your credit card. We offer this as a “peace of mind” policy to our customers to guarantee that they always pay the lowest custom frame pricing. To qualify, the molding must be of the same material (i.e. solid wood) and profile, the priced frame must be the same dimensions, and comparison must take into account shipping costs and applicable fees. Guarantee is only applicable on custom frames and not foamboard, plexi-glass, or matting. Competitive offer must be verifiable.


Shipping Damage Policy

If a custom frame order order arrives damaged or is sized incorrectly due to our error, we will replace it at no cost to you. You must notify us within 3 days after having received your order by email at support@customframesolutions.com and be sure to include photos of the damage or the sizing error. We will then send you a replacement(s) via UPS/FedEx Ground along with instructions on how to return the items. As an alternative option for damaged items, depending on the extent of the damage, we may provide instructions on how to get the damaged items repaired.


Return Policy

Any custom made item may be returned for any reason for a full refund of the custom item(s) paid minus a 25% material waste fee and the original shipping cost if the intent to return is communicated within 2 weeks of having received your custom item(s). To return an item, an email should first be sent to support@customframesolutions.com informing us of the intent to make a return. We will then provide the proper return address to have the custom item(s) returned back to us. Customer is responsible for returning the items. Please note that custom items can not be returned if the intent to return is not emailed to us within the first two weeks after delivery.


Turnaround Time

Most frame orders are completed and shipped out within 2-3 business days starting the day after the order is placed, though this is not guaranteed. Once your frame order has shipped, it can take FedEx Ground and UPS Ground 1 to 5 business days to deliver the order, depending on the distance between our facilities and the destination. If you have a deadline, please let us know by replying to your confirmation email after you placed your order. We will do our best to meet your deadline and if we feel we can not, we’ll contact you to discuss more expedited shipping methods.


Corner Pattern Matching

We guarantee that all frame corners will be cut to line up perfectly without any gaps, however we do not guarantee corner pattern matching on ornate frames. In cases when a pattern on the corner of one frame section is slightly raised compared to the pattern on the corner of the adjoining frame section, a matching color frame filler can be used to meld the patterns together, if desired. Such frame fillers cost around $5 and can be found in most arts and crafts stores.


Privacy Policy

We respect the privacy of our customers and the confidential nature of the information provided to us through the course of doing business. We never sell nor distribute any customer information to any third party. The only information provided externally is that which is needed to fulfill your order (i.e. shipping information). For your security, all credit card processing is handled by Authorize.Net. We do not store nor retain credit card numbers, except in cases where a business account is established. All transactions are done on our secure server using pages encrypted with 128 bit secure sockets layer (SSL) encryption.