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Home > Frequently Asked Questions
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FAQs
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Can I order? We sell wholesale to the trade industry only. You must work as a professional photographer, in a frame shop, or in a gallery to order from us. When placing your order, you may be required to provide a copy of your STATE SALES TAX RE-SALE ID number for business verification purposes.
Are there minimum orders? You are welcome to order as much or as little as you need at any time. All orders are charged a $7.00 packing fee. When your order totals $150 or more, we waive the packing fee.
How long does it take to get my order? Standard production time is five (5) days. Most orders ship out in three (3) days. If you need your order processed faster, a RUSH fee of $15 or 10% (whichever is greater) will be added to your order. All orders are shipped REGULAR FedEx or UPS Ground unless you specify 2nd-Day or Overnight.
During the holiday season of October 15 to December 31, the rush fee is $35 or 20% whichever is higher.
How do you ship? We use FedEx and UPS Ground to ship most orders. You may alter your shipping method to 2nd-Day or Overnight delivery. There will be an additional cost for this change.
There are some orders (due to overall size of frame) that cannot ship regular ground. These orders ship FREIGHT TRUCK. There is an additional cost for Freight shipment.
How much is my shipping cost? We use FedEx and UPS Ground to ship most orders. The shipping cost on these orders is determined by size of box, number of boxes, destination zip code.
When we ship FREIGHT TRUCK, the shipping cost is determined by other factors. Please call customer service for more information. 800-832-0424
Once my order ships, how long before I get it? Regular ground and freight carrier require the same amount of transit time. Call customer service if you need additional information.
Alabama, Arkansas, Georgia, Florida, Mississippi, North Carolina, South
Carolina, Tennessee, and Virginia: 24 to
48 hours.
Alaska and Hawaii: all orders ship out 2nd-Day Air. Please call customer service for more information.
Can I backorder? When we are out of stock on a frame or supply, you will be offered the option to place the item on backorder. You must request this option. When the frame or supply comes back in stock, we will contact you to confirm that you are still in need of the item.
Can I return a frame I do not like? You can return a frame you do not like. IN ORDER TO DO THIS, you must: a) call customer service and inform them of your intention. b) do not mount the frame or mat combination. c) do not alter the frame or mat combination. d) carefully pack the frame or mat combination and ship it back to us.
Once we receive the returned frame or mat combination back in good condition you will be credited the cost of the frame or mat combination MINUS a 10% restocking fee.
If the frame or mat combination comes back to us in used or damaged condition, you will not be credited the cost.
What do I do if my order gets damaged in shipping? Please inspect all packages within 10 days of receipt. Call customer service the moment you find a damaged frame or mat combination. We will re-build the frame or mat combination and have it ready for shipping back out to you within 48 hours. When you receive your replacement, please place the damaged frame or mat combination in this box. We will issue a CALL TAG to pick this up and bring back to us.
If the box itself has apparent damage, you can REFUSE the shipment. Please write on the shippers paperwork that you refuse the package AND THAT THE PACKAGE IS DAMAGED. Then call customer service, we will re-build your order and have it ready for shipping back out to you within 48 hours.
If the box itself is damaged and the carrier just left it at your door, call customer service. We will re-make your order and have it ready for shipping back out to you within 48 hours. We will issue a CALL TAG with the carrier to have the damaged box picked up and returned to us.
Do you have price or quantity discounts? We do not offer price or quantity discounts. We do have regular sales throughout the year, please check our SPECIALS page or call customer service for information on what's on sale.
In place of price or quantity discounts, we offer FREE GROUND SHIPPING and FREE FREIGHT TRUCK SHIPPING on all orders that qualify.
To qualify for free ground shipping, your order must total $350 or more and be able to ship UPS or FedEx Ground.
To qualify for free freight truck shipping, your order must total $600 or more.
Can I order studio samples? Individual corner samples of mats or frames are available for purchase. There is a per unit cost on these items. Frames or storyboard combinations used as display samples on your studio walls can receive a discount. Ask customer service for details.
Do you sell your customer list to telemarketers? No. We do not sell, trade, or give away information on our customers to any telemarketers.
We do email promotions throughout the year so you will hear from US regularly, though.
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