The Custom Frame Club is based on memberships. Membership rates are locked for the life of the account and are automatically renewed until the club member decides to discontinue membership. Memberships can be cancelled at anytime by notifying us by email.
Most custom frame orders are completed and shipped out within 3-5 business days starting the business day after the order is placed, though this is not guaranteed because of factors such as individual order size and order volume. Once your frame order has shipped, it can take FedEx Ground and UPS Ground 1 to 5 business days to deliver your order, depending on the distance between our facilities and the destination. Freight shipments may take considerably longer. 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.
Pre-Joined and Ready to Assembly Policy
Small sized custom frames are typically shipped pre-joined 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 pre-joined vs ready to assemble depend on various factors including frame dimensions, width of moulding style chosen, combination of frame sizes and how it impacts packaging, etc. Shipping frames pre-joined is a courtesy which we extend to customers at no additional cost so long as shipping costs are not significantly impacted. If a member wishes, they may request their frame(s) to be shipped pre-joined by replying to their 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 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 order arrives damaged, we will either provide at no cost to you matching finish repair/touch-up materials if the damage is small or superficial, or replace it if the damage is more extensive for an item(s) of the same style and size as originally ordered. Changes to the order can not be made when processing a replacement. You must notify us within 3 days after having received your order by email at email@example.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 (items) at our cost for the item(s) of the same style and size originally ordered. Changes to the order can not be made when processing a replacement. You must notify us within 3 days after having received your order by email at firstname.lastname@example.org and be sure to include photos of the reported workmanship error.
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 email@example.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. Member 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.
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 frame patterns because attempting to do so would result in increased material waste and labor, thereby increasing the cost to our members, and because the results would be limited since the fourth corner
A club member may cancel their membership anytime after the first year. The first year membership is non-refundable in order to deter the potential for a member signing up, placing a large order with the deep wholesale discount afforded to members, then subsequently canceling their membership. Membership cancellation may be done by phone or email and is considered officially cancelled once a confirmation email has been sent. Membership cancellation following the first year will qualify for a pro-rated refund for the remaining part of the year.
We respect the privacy of our members and the confidential nature of the information provided to us through the course of doing business. We never sell nor distribute any member 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.