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 Framer's Guide 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 submit a damage claim form within the first week of delivery and be sure to include all the required photos. If you contact us by email or phone with reported damage, we will refer you to the damage claim form. The original damaged item must be retained so that it can be returned. Claims can not be processed with FedEx/UPS without both the photos of the damage to the product and packaging it arrived in. Submit Damage Claim Form Here
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.
Refund/Return Policy
Any custom-made item may be returned for any reason for a full refund of the custom item(s) paid minus a 30% material waste fee and the original shipping cost if the intent to return is communicated within two weeks of having received your item(s). The refund amount drops to 50% of the cost of the custom items returned if the intent to return is communicated after two weeks of receipt up to a maximum of four weeks. 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 four 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.
From choosing a frame to receiving your order, find the information you need in one place.
Choose with care, order with confidence.
30 days after purchase
If you find the same moulding elsewhere for less within 30 days of your purchase, we will refund the difference to your credit card.
The competing offer must be verifiable and match the moulding’s material, profile and dimensions. Compare the complete cost, including shipping and applicable fees.
This guarantee applies to custom frames only; foamboard, plexiglass and matting are excluded.
Follow the Sizing Instructions on your chosen product, including any mat or liner exceptions. Review the dimensions, quantity and special instructions in your cart before checkout.
Screen settings and lighting can affect how a finish appears. Consider a moulding sample when an exact visual match is important.
Review your confirmation email promptly. If you need to change or cancel an order, email us with your order number and the requested correction as soon as possible.
We will check its production status and confirm what is possible. A request is not confirmed until you receive our reply.
Know when your order ships and what follows.
Business days
Select your production option at checkout. Your order may ship sooner than these guaranteed turnaround times.
Holiday exception: Turnaround times are not guaranteed during the holiday season. If the turnaround is missed, the production upgrade will be refunded.
Production time and delivery time are separate. After dispatch, FedEx Ground / UPS Ground delivery typically takes 1–5 business days, depending on distance. Carrier transit is an estimate.
Economy shipping is free on orders of $150 and over. FedEx / UPS rates are $9 up to $50; $12 for $50.01–$100; and $15 for $100.01 to under $150.
These rates apply to ready-to-assemble frames regardless of frame dimensions, quantity or destination. See Shipping / Production for full details.
Check your delivery address, apartment or suite number and contact details before placing an order. If anything needs correcting, contact us promptly with your order number.
Address changes are subject to confirmation and the shipment’s status. If tracking shows a delivery problem, contact us with the tracking details so we can review it with you.
Understand how your frame is prepared and finished.
15% requested pre-joined surcharge
Small frames typically ship pre-joined. Medium and large frames usually ship ready to assemble, helping reduce transit damage, shipping costs and oversize fees.
The arrangement depends on dimensions, moulding width and how the items fit together in the package.
A 15% surcharge applies. Frames 11 × 14 inches or smaller are exempt.
Requests are subject to feasibility and shipping limits. We will contact you if shipping costs are significantly affected.
Ready-to-assemble frames are easy to join without special tools, and the results are guaranteed. Follow the illustrated Framer’s Guide.
We guarantee that frame corners are cut to meet without significant gaps. Pattern matching across ornate corners is not guaranteed.
Where adjacent decorative patterns have slightly different heights, a matching frame filler can help blend them. These fillers are available at many arts and crafts stores, typically for around $5.
Clear steps to help us resolve an issue.
Submit within the first week
Submit the damage claim form within the first week of delivery, including all required photographs of the item and its packaging. Phone or email reports will be directed to this form.
Keep the damaged item and its packaging so they are available for inspection or return. FedEx / UPS claims need photographs of both the damage and the packaging.
For small or superficial damage, we will supply matching repair or touch-up materials at no cost. For more extensive damage, we will replace affected items with the original style and size. Changes cannot be made as part of a replacement.
Email within 3 days
Email sales@customframesolutions.com within three days of receiving your order, with photographs of the reported error.
We will correct workmanship errors by replacing affected items at our cost in the same style and size originally ordered. Order changes cannot be made during replacement.
Compare the delivery with your order confirmation. If an item is missing or different from what you ordered, contact us promptly with the order number, item details and photographs where useful.
Keep the packaging while we investigate. For shipping damage or workmanship errors, follow the separate reporting steps and deadlines above.
Your options for returning custom-made items.
Email your intent within 4 weeks
Custom-made items may be returned for any reason, subject to the terms below. The timing is based on when you email us your intent to return, measured from delivery.
Refund of the custom item cost, less a 30% material waste fee and the original shipping cost.
Refund of 50% of the cost of the returned custom items.
Custom items cannot be returned if your intent was not emailed within four weeks of delivery.
Approved refunds are sent to the original payment method after returned items have been received and reviewed. Your payment provider may need additional time to show the credit.
Contact us with your order number if you need help locating a refund.
Respect for your information and secure ordering.
We respect your privacy and the confidential information you provide when doing business with us. We do not sell customer information. Information is shared externally only as needed to process and fulfill your order, such as shipping details.
Online payments are handled through an encrypted checkout by the payment processor. We do not retain card numbers from standard online checkout. Separate business-account arrangements may differ.
For questions about a policy or an existing order, talk to our team.
