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 prices.  To qualify, the moulding must be of the same material (i.e., solid wood) and profile, the same dimensions, and comparison must take into account shipping costs and applicable fees.  Guarantee is only applicable on custom frames and not foam board, plexiglass or matting.  Competitive offer must be verifiable.


Prejoined and Ready to Assemble Policy

Small-sized custom frames are typically shipped prejoined while medium- to large-sized frames are typically shipped ready to assemble to minimize risk of shipping damage and avoid higher shipping costs and oversize fees for our customers.  Actual determination of which frames ship prejoined versus ready to assemble depends on various factors including frame dimensions, width of moulding style chosen, combination of frame sizes and how it impacts packaging, etc.  Shipping frames prejoined is a courtesy that we extend to customers at no additional cost so long as shipping costs are not significantly impacted.  If a customer wishes, he or she may request the frame(s) to be shipped prejoined by replying to the confirmation email, which we will comply with if it is at all feasible and does not significantly impact the cost of shipping.  Shipping frames ready to assemble significantly reduces the risk of damage during transit and keeps shipping costs for our customers low.  Assembling frames is very easy and the results are guaranteed.  Simply follow the 1-2-3 steps in our Picture Frame Corner page to easily assemble your custom frame(s) quickly without the need of any special tools.


Shipping Damage Replacement Policy

If a custom frame order arrives damaged, we will either provide, at no cost to you, a matching finish repair and touch-up materials if the damage is small or superficial, or replace it if the damage is more extensive with an item(s) of the same style and size as originally ordered.  Changes to the order cannot be made when processing a replacement. You must notify us within three days after having received your order by email at sales@customframesolutions.com, and be sure to include photos of the damage.


Workmanship Error Replacement Policy

If your order is affected by workmanship error, we will correct any such error by replacing the affected item(s) at our cost for an item(s) of the same style and size originally ordered.  Changes to the order cannot be made when processing a replacement.  You must notify us within three days after having received your order by email at sales@customframesolutions.com, and be sure to include photos of the reported workmanship error.


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 two weeks of having received your item(s).  To return an item, an email should first be sent to sales@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.  The customer is responsible for returning the items.  Please note that custom items cannot be returned if the intent to return is not emailed to us within the first two weeks after delivery.


Turnaround Time

We offer different tiers of production time to choose from at checkout: No-Rush, Fast, and Priority.  No-Rush Production typically takes 5-10 business days and is offered at a discount shipping rate.  Fast Production is our standard  turnaround service and typically takes 3-5 business days to complete and ship out.  Priority Production is a premium service that typically takes 1-3 business days to complete and ship out.  The various production time turnaround times are estimates and not guarantees.  Once your frame order has shipped, it can take FedEx Ground and UPS Ground one to five business days to deliver the order, depending on the distance between our facilities and the destination. 


Corner Pattern Matching

We guarantee that all frame corners will be cut to line up without significant gaps; however, we do not guarantee corner pattern matching on ornate frames.  In cases where 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 what 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.