How long will it take for my order to ship?
Once you have placed your order, it will take 1-2 business days (depending on the size of your order) to ship from our warehouse. Custom cut orders may take additional business days to ship. We do not ship orders on weekends or national holidays.
How long will it take for my order to be delivered?
We ship from our warehouse in South San Francisco, CA. Estimated shipping time is as follows: Continental United States: West Coast Delivery: 2 - 3 Business Days East Coast Delivery: 5 - 7 Business Days Mid US: 4 - 6 Business Days Alaska & Hawaii: 2-6 Business Days Please note that these delivery times are estimated, and not guaranteed.
How can I cancel my order?
Orders can be cancelled any time prior to shipment. Once your order has been shipped it cannot be cancelled, and you will need to follow our return procedure once you have received it. Please contact us immediately if you would like to cancel your order so that we can assist you.
What is your return policy?
Our return policy is as follows: All items can be returned within 30 days of purchase and must be in their original condition (original packaging, box, etc.) We do not pay for return shipping. If you are returning a free shipping item (frames, mat kits, supplies, etc.), the shipping we paid will be deducted from the refund. Please pack all items carefully. Any damage incurred during return shipment will be deducted from the refund (20%). For more information about returns, please visit our return policy page.
What is a free shipping item?
Free shipping items are those sold in packs (frames) or kits (mat+backing+bag), and select supplies. Free shipping will be indicated on the listing for which this is the case. If the listing does not indicate free shipping, you will need to pay the shipping cost for that item.
What if my package is missing?
If your tracking indicates your package has been delivered but is nowhere to be seen, please take some time to look around the premises. Some delivery drivers will hide packages to prevent theft. Also, please check with household members and neighbors to ensure it was not delivered to the incorrect person or address. Finally, please contact the carrier (indicated on your tracking) to confirm that the tracking information is correct and that it will not be delivered later in the day. If these attempts to locate your package are unsuccessful, please contact us so that we can further assist you.
What if there are damaged or missing items in my package?
If you have damaged or missing items in your package, please contact us via email for quicker resolution. What we will need in the email is your order number and a picture of the item. We will not issue a replacement for damaged items without this email. Please contact us within 30 days of receiving your package. All damage inquiries after this time will not be accepted.
What is the rabbet of a frame?
The rabbet refers to the inner dimension of the molding of a frame. It is the area in which the glass, mat, and backing secure into the frame. We give these measurements to help you determine what can fit inside of the frame (thickness of mat, thickness of glass, etc.)
What is the core?
The core is the bevel edge that all of our mats have. It is the area surrounding your print in the mat opening. We offer both white and black core mats. We also offer 8 ply mats, which are double the thickness of our 4 ply mats.
At what angle is the bevel cut on your mats?
The bevel is cut at a 45 degree angle on all of our mats.
What is the difference between economy and archival mat board?
Our economy mat boards are acid free and offered in a wide selection of colors. Our archival mat boards are also acid free, however they are only offered in black and white. They are made from museum quality material that will not discolor over time. Our economy mat boards will begin to discolor within 2-3 years, while our archival mats will not lose their color.
Do you offer military or school discount?
Yes! We offer 10% discount for military, and offer 5% discount for school.
The procedure is as follow：
1.Customer must email us their ID number (either military or school).
2.Client service will verify using SHEER ID.
3.Client service will change the group in the customer's profile so everytime they order they can get the discount.