Policies

Policies

Lowest Price Guarantee

Our custom frame pricing is among the lowest in the industry. We offer the lowest price guarantee to ensure that our customers always receive the best price. At any point within 30 days after your purchase, if you find the same moulding sold elsewhere at a lower price, we will credit the difference back to you. This policy is offered for your peace of mind, knowing that you are always paying the lowest custom frame price. In order to qualify for a price differential refund, the moulding must be of the same material (e.g., solid wood), profile, and dimensions – in addition, the comparison must take into account shipping costs and applicable fees. The guarantee is not available on foam board or plexiglass. We must be able to verify comparable offers.

Pre-joined and Ready-to-Assemble Policy

In order to minimize the risk of shipping damage and to avoid higher shipping costs / oversize fees, small-sized custom frames are generally shipped pre-joined while medium- to large-sized frames are typically shipped ready-to-assemble. Several factors determine which frames ship pre-joined and which ship ready-to-assemble, including: width of moulding, frame dimensions, frame style and sizes, how packaging is impacted, etc. Shipping frames pre-joined is a courtesy offered to customers at no additional cost – please note that this can only be done as long as shipping costs are not significantly impacted. A customer can request the frame(s) to be shipped pre-joined by noting it on the special instructions field in the shopping cart during check-out, or by replying to the confirmation email. Requests will be accommodated so long as it is feasible and does not significantly impact the cost of shipping. Please keep in mind that shipping frames ready-to-assemble minimizes the risk of damage during transit and helps keep shipping costs low. Assembling frames is a simple process and results are guaranteed. Please follow the simple steps in our Picture Frame Corner page to easily assemble your custom frame(s), without the need of any special tools.


Shipping Damage Replacement Policy

If your custom frame(s) arrives damaged, we will either replace your frame free of charge if the damage is extensive (the frame must be the same size and style as originally ordered), or we will provide you with free matching finish repair and touch-up materials if the damage is minor or superficial. Please note that changes to the order cannot be made when processing a replacement. Notification of the damage along with photos must be submitted within three days after receiving your order via our e-mail: sales@customframescanada.ca


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, with an item(s) of the same style and size as the original order. 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@customframescanada.ca, and be sure to include photos of the reported workmanship error.


Return Policy

If you are unsatisfied with your custom-made item, you may return it for any reason for a full refund of the custom item(s) paid, minus a 30% material waste fee. Note: shipping fees are not refundable. You must communicate your intent of return within 14 days of having received your order. In order to notify us of your intent, please send an e-mail to sales@customframescanada.ca. As a next step, we will provide the return address to have the order returned to us – the customer is then responsible for returning their item(s). Please note that you must email us within the first 14 days after delivery with your intent to return, otherwise we unfortunately cannot offer you a refund.

Note that our refund policy does not apply to special orders, such as oversized frames (i.e. frames that include plexiglass with dimensions greater than 36"x32"), oversized plexiglass (greater than 36"x32"), bulk orders, framed mirrors, etc. If a special order is damaged during delivery, we will replace these items free of charge. 


Turnaround Time

Three production tiers are offered at the time of checkout: Standard Production, Express Production, and Top Priority Production. Standard Production takes on average 6-10 business days, but is offered at a discounted shipping rate. Express Production is the standard shipping service and takes an average of 3-5 business days to complete and ship out. Top Priority Production is our premium service, taking an average of 1-2 business days to complete and ship out. Please note that average production turnaround times are estimates only and are not guarantees. Once your frame order has been shipped, it can take delivery companies 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 any significant gaps. We do not guarantee corner pattern matching on ornate frames. In situations where a pattern on the corner of a frame section is slightly raised in comparison to the pattern on the corner of the adjoining frame section, it is suggested to use matching colour frame filler to meld the patterns together.  Such frame fillers can be found in many arts and crafts stores for under $10.


Privacy Policy

We respect the confidential nature of information shared by customers as well as their privacy while doing business with us. We do not sell or distribute customer information to any third party. The only information provided externally is what is needed to fulfill your order (i.e., shipping information). All of our shopping transactions are handled by our secure server using Secure Sockets Layer encryptions (SSL) throughout our entire site. Credit card information is never seen or stored by us as it is processed by the credit card processing gateway.  We only maintain information that is needed to process your order (e.g., contact and shipping information). For your security, all credit card processing is handled by Authorize.Net. We do not store or retain credit card information, with the exception of establishing a business account.