Frequent Asked Questions
Shipping and Order Information
How long will it take for my order to ship?
After placing your order, it will typically be processed and shipped within 1-2 business days, depending on the order size. Custom cut orders may require additional processing time. Please note that we do not ship on weekends or national holidays.
How long will it take for my order to be delivered?
Shipping times from our warehouse in South San Francisco, CA are as follows:
- West Coast: 2-3 Business Days
- East Coast: 5-7 Business Days
- Mid-US: 4-6 Business Days
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Alaska & Hawaii: 2-6 Business Days
Please note these are estimated delivery times and not guaranteed.
How can I cancel my order?
Orders can be canceled any time prior to shipment. Once your order has been shipped, it cannot be canceled, and you will need to follow our return procedure upon receipt. Contact us immediately if you wish to cancel your order, and we will assist you.
What is your return policy?
Items can be returned within 30 days of purchase if they are in their original condition and packaging. Return shipping costs are the responsibility of the customer. For items with free shipping, the shipping cost will be deducted from your refund. A restocking fee of 5% will be applied, and if the item is returned damaged or used, the total fee will be 20% (15% for damages and 5% restocking). For more details, please visit our return policy page.
What is a free shipping item?
Free shipping applies to items sold in packs (frames) or kits (mat, backing, and bag), and select supplies. Free shipping will be indicated in the item listing. If the listing does not specify free shipping, shipping costs will apply.
What if my package is missing?
If your tracking shows the package as delivered but it is not found, please check around your property and with household members or neighbors. Also, verify with the carrier to confirm the tracking details. If you cannot locate the package, contact us for further assistance.
What if there are damaged or missing items in my package?
For damaged or missing items, please email us with your order number and a photo of the damaged item. We require this information to process replacements. Contact us within 30 days of receipt; inquiries made after this period will not be accepted.
Product Information
What is the rabbet of a frame?
The rabbet is the inner dimension of a frame’s molding, where the glass, mat, and backing are secured. This measurement helps determine what can fit within the frame.
What is the core?
The core refers to the bevel edge of our mats, which frames your print within the mat opening. We offer mats with both white and black cores, and our 8-ply mats are double the thickness of the standard 4-ply mats.
At what angle is the bevel cut on your mats?
The bevel on all our mats is cut at a 45-degree angle.
What is the difference between economy and archival mat board?
Our economy mat boards are acid-free and available in various colors, but may discolor over time (2-3 years). Archival mat boards are also acid-free and made from museum-quality materials, ensuring they do not discolor and remain stable for over 100 years. Archival boards are available in black and white only.
Discounts
Do you offer military or school discounts?
Yes, we offer a 10% discount for military personnel and a 5% discount for educational institutions. To receive the discount:
- Email us your ID number (military or school).
- Our client service team will verify the information using SHEER ID.
- Once verified, your profile will be updated to reflect the discount on future orders.