Policies

Membership

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.  Any funds owed or balances due must be paid before the closure or cancellation of an account.

Turnaround Time

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.

Prejoined and Ready to Assemble Policy

Small size frames are typically shipped pre-joined while medium to large sized frames are typically shipped ready to assemble to keep your shipping costs low. We can pre-join frames upon request.  A 20% surcharge will apply to cover the added labor, packaging, and shipping cost impact.  The 20% surcharge is waived for small size frames of 11x14 or smaller.  Large frames have to ship ready to assemble due to shipping size restrictions.  If you would like your frame(s) shipped pre-joined and approve the required 20% surcharge, simply reply to your confirmation email letting us know.

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.

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.

 

Membership Cancellation

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.


Privacy Policy

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.