Frequently Asked Questions

Frames


What are Ready-Made frames?

A ready-made frame is a standard sized picture frame. When you order a Ready-Made frame from pictureframes.com, you're saving money! That's because we've preassembled these frames to fit the most popular and frequently occurring sizes for artwork, photography and documents. At pictureframes.com, these sizes include (in inches):

4x6 12x18
5x7 14x18
8x10 12x24
8 1/2x11 16x20
8x12 18x24
9x12 20x24
11x14 20x30
12x16 22x28

If the artwork you are framing has different dimensions than those listed above, order a Custom-Made frame for the perfect fit!


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What are All-Inclusive Photo Frames?

Our all-inclusive, photo frames come pre-assembled with a premium wood or metal frame, protective glass, ready-to-hang backing board and matting for most packages. These photo and collage frames are an easy, budget friendly choice for framing standard sized photos, certificates, diplomas, children's artwork and more.


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Are your frames made in the USA?

We seek the finest quality materials and are proud the vast majority of our frames are both sourced & made in the USA. 100% of our finishing - including matting, glazing & backing - is from USA sources and all finished products are assembled in the USA. We also use upcycled materials from USA sources wherever possible (ex: reclaimed fence board and barn wood found right here in the USA).


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What is an upcycled wood fiber frame?

Upcycled Wood Fiber frames are an eco-friendly choice made from wood, otherwise destined to end up in a landfill, but transformed into something beautiful. They're made by breaking down scrap wood into fibers and combining with wax and resin. Upcycled Wood Fiber frames are incredibly warp-resistant and amazingly sturdy because they have no knots or grain like normal wood. If you love the characteristics of wood, but are looking for a more budget-friendly price point, then Upcycled Wood Fiber is a great choice for your fine art paintings, photography and more.


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Will my frame and mat look like the ones in the picture?

Different computer monitors display colors differently, so we're unable to guarantee the color accuracy of our online images. If you're not sure about the color or texture of one of our frames or mats, we invite you to order a free sample. Note that all-wood frames do exhibit a subtle natural variation in color and grain. To order a free frame or mat sample, simply shop as usual and when you select a frame or mat you like, choose 'Frame Sample'.


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How will my frame arrive? Do I have to assemble it?

Ready-Made and Custom-Made frames are shipped assembled with free hanging hardware. However, most metal frames will need to be assembled upon arrival. An easy assembly kit is included. All you need is a screwdriver. If you are specifically looking for a preassembled metal frame, choose our Metal Backloader collection or one of our many All-Inclusive Photo Frame Packages.


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Do you use an allowance for your frames?

To help your art, acrylic front and backing all fit securely inside the frame without being TOO tight, we typically allow for and extra 1/8th" of an inch allowance. So your frame will be just slightly larger than the image size you enter to hold everything properly.


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Mats


Picture Frame Mat Labeled Components

What is the difference between a linen liner and a mat?

A mat is made of paper. Your artwork sits behind the mat. Mats create a polished, classic presentation, adding depth and scale, while softening the transition from image to frame. Mats are available in a multitude of colors, textures and styles and can be custom cut to fit almost any size.

A linen liner is made of linen stretched over a wooden frame. Your artwork will sit inside the linen liner. Genuine linen over natural wood makes for an elegant, upscale presentation. Linen liners add depth and soften the transition from image to frame. Linen liners are a perfect accompaniment to canvas art, paintings of all kinds and even photos. They also add structural support for larger pieces of art.


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How do I order a mat?

Mats may be purchased as an additional option to your frame presentation or as an individual mat order. In the matting section of the website, you may choose to order pre-cut mats (available in standard sizes), custom-cut mats, or bulk mat sheets (available in boxes of 16). Currently, the largest mat size offered on our website is 32" x 40" (outside dimensions). If you would like to order an oversized mat, please call Customer Care at 800-332-8884.


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What size should my mat window opening be?

The opening is the visible portion of your artwork. On pictureframes.com, all you need to do is enter the size of your picture. If you are measuring for yourself, please allow for the opening in your mat to be 1/4" smaller than your artwork size in each direction. This will keep your art from falling out through the mat opening.


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How big should I make my mat borders?

Borders are the amount of mat on each side that surrounds your artwork. Mat size is a matter of personal taste. We recommend borders that are twice the width of the frame or at least 2 1/2".


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What size frame do I order?

Order a frame that is the same size as the outside of your mat. Outside mat size is the same for all mats in multiple-mat presentations. If you have an existing frame you can measure the back opening of your frame to get the size.


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How much offset should I have?

When using multiple mats, the offset is the visible portion of the lower mat. We recommend 1/4" offset (or reveal) of your lower mats.


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How do I order a custom multi-opening collage mat?

Custom Collage mats can be ordered by filling out this form, which is also available in our matting section on the website.


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MuseTM


What is Muse?

Muse is a fast and fun way to instantly create beautiful art from galleries of Artist-design printed and framed presentations with your digital pictures.


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How do I add a mat to my Muse presentation?

If your presentation does not already include a mat, you can click "More Custom Options" on the product page to add a mat. Note: Mats cannot be added to Acrylic, Metal or Canvas prints.


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When I choose art for my Muse presentation, do I have to alter it?

Once you have uploaded a picture, you can crop and rotate it or click "Next" to leave it in its original state.


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Once I am in the cart or at checkout, how do I continue shopping?

You can continue shopping on Muse by clicking the back arrow on your internet browser.


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Once I am in the cart can I go back and edit my presentation?

To edit Metal or Acrylic presentations after reaching the cart, click the back arrow on your internet browser. To edit all other presentations types, click the blue "Edit" link beside your presentation name.


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Shipping


Can I ship to Canada/International/APO/FPO addresses?

Yes. Additional charges may apply. Items will be shipped USPS Priority International or FedEx, per request. See our shipping information for full details.


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Can I ship my order as a gift (meaning with no price listed)?

Yes, to ship your order as a gift, put in a Gift Message on the Checkout Order Review page. This allows you to send your gift recipient a custom message and set your order to not print the price on the receipt.


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What carrier will ship my order?

Typically we ship UPS Ground for the US 48 contiguous states. We do offer upgraded shipping services if you require faster shipping. Oversized packages with ship through a freight service.


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When will I receive my order?

We do our best to ensure your order arrives in a timely manner. In general, most frame orders are processed, produced and shipped within 2-3 business days - and typically arrive in 4-5 business days. Canvas orders are usually produced in 3-4 days, arriving in 5-6 business days. Overnight and 2-day express are available, however please note that these options will not affect processing time. You can upgrade to express production for $9.50, creating expedited production of your order. International orders typically arrive within 6-10 business via USPS Priority Mail.


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How can I track my order?

You will receive an email once your order has shipped with a tracking number through UPS, FedEx or USPS. Orders to Hawaii, Alaska, Puerto Rico, U.S. Virgin Islands, Guam and Canada will receive tracking numbers through the U.S Postal Service. International orders can be tracked through USPS Priority International.


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Can my bubble wrap used in shipping be recycled?

Yes, you can recycle the bubble wrap used in shipping your order just as you would plastic grocery bags. Look for plastic bag recycling bins at your local grocery store or check with your local recycling center. Recycle your plastic bags and bubble wrap in the same place!


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Acrylic Front


How do I clean my acrylic?

Our acrylic cleaner cleans, shines and protects your framing acrylic. It is anti-fog, anti-static, dust repellent and can be used on any plastic surface. Note: never use window glass cleaner when cleaning acrylic, as it may cloud the acrylic surface over time.


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Why is acrylic glazing an additional charge?

In an effort to ensure minimal waste and to keep costs low, we enable our customers to order their frame components individually. Because many of our customers use our frames for their original paintings, which do not require acrylic glazing, we give our customers the option of having acrylic glazing included in their order whether they are framing a canvas, painting or ordering an image.


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What is the blue film on my acrylic?

The blue film is a protective film on the acrylic to prevent scratches and other types of damage during shipping. Removal involves peeling the film off both sides of the acrylic glazing.


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What is glazing?

Glazing refers to the strong sheet of clear acrylic that covers and protects your artwork once framed.
We offer four types of acrylic fronts with foamcore backing to fit your individual needs.

  • Classic (Clear Acrylic and Foamcore Backing)
    Consists of a 3/16" thick foamcore backing board and "glass-like" 1/16" thick clear acrylic. This best seller is a classic finishing choice - perfect for artwork and photography of all kinds. Foamcore is a great choice because it has a higher level of protection for framed items than corrugated backing. Its white finish preserves the integrity of translucent artwork. It doubles as a dust cover thanks to its neat, clean appearance, and it works well for dry mounting objects to the backing.


  • Classic Non-Glare (Non Glare Acrylic and Foamcore Backing)
    Includes all the same benefits as the Clear Acrylic option, but with one major distinction: the 1/16" thick non-glare acrylic cuts down the glare on items in direct light or near windows. Note: This finishing option should not be used with shadow boxes or presentations with more than one mat due to increased distortion.


  • Premium Heavy-Duty (Heavy-Duty Clear Acrylic and Foamcore Backing)
    Consists of a 3/16" thick foamcore backing board and "glass-like" 3/32" thick clear acrylic. This best seller is a classic finishing choice - perfect for larger artwork and photography and shadow box presentations. Foamcore is a great choice because it has a higher level of protection for framed items than corrugated backing. It doubles as a dust cover thanks to its neat, clean appearance. Its very smooth, white surface is ideal for dry mounting objects and preventing ripples in thin artwork.


  • Premium Archival (UV Protective Acrylic and Acid-Free Foamcore Backing)
    This framing option grants the best protection when preservation is the primary concern. Both the 3/16" thick, acid-free foamcore and the 3/32" thick UV protective acrylic helps guard an image against deterioration and fading - preserving your most treasured, irreplaceable items for generations. Perfect for: Vintage family photos, priceless artwork & historic and heirloom documents.

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Do you sell glass?

We offer acrylic glazing instead of glass for most of our custom, ready-made and metal frames. Acrylic is shatter-proof, lightweight and provides the same level of clarity as framing glass. It also offers the same UV protection. Glass is only included in our one-click presentations, available in the Ready-Made Frames section of the Website.


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Why didn't my frame come with Acrylic Front or Backing?

Our frames don’t automatically include acrylic glazing because not all artwork needs it. For example, the professional Artist community that we serve would not need acrylic for their canvas paintings because glazing would damage their work.

So that's why we offer acrylic as a separate add-on item during the ordering process after you select your frame. We never want to send you something that you don't need because that would be wasteful.

If you need glazing to complete your presentation, you can always order it online, or call 800-332-8884 and one of our Customer Care Advisors will help you out.


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Canvas


How do I order a rolled paper or canvas print?

Prints can be ordered in the Print & Frame Shop tab in the top navigation. To get started, upload your image and choose your print size. Select the 'Print This Image' radio button. Move to the Paper tab and choose your preferred paper substrate and click the 'Add to Cart' button. If you choose to print your image on a canvas, select the 'Rolled Canvas' option and click the 'Add to Cart' button.


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When do I need to order canvas clips?

If you are framing a canvas, you may need canvas clips. If your canvas is deeper than the rabbet of your wooden frame (if the canvas sticks out in the back), canvas clips will hold the canvas in the frame. If this is not an issue, you can simply use the clips that come with your frame or framing kit. Our canvas clips come in one standard canvas size and do not apply to metal frames.


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What frame should I choose for my canvas?

For canvas floater frames, we recommend selecting frames with a rabbet depth that is close to the depth of your canvas. If you choose a floater frame that does not share the same depth as your canvas then your canvas art will stand out beyond the face of your canvas floater frame.

Canvas also works well with other frames that are at least 2 1/2 inches wide or have a deep rabbet to hold your canvas in place.

See our How to Choose a Frame For Your Canvas Guide for more info.


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Payments, Returns & Refunds


How do I return my package?

Returns can be processed by calling 800-332-8884. Lost or damaged items will be replaced free of charge. OutletShop items cannot be returned. No returns, exchanges or claims will be honored more than 45 days beyond order date.


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How long does it take to process a refund?

Processing a refund can take up to 7-10 business days.


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What type of payments do you accept?

MasterCard, Visa, American Express, Discover, PayPal.


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Can I cancel or change my order once it is placed?

Yes, if your change or cancel request is within one business day of placing your order.


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What if I am missing items from my order?

Don't worry - we'll work together to figure this out. Give our Customer Care a call at 800-332-8884 or email us at customercare@pictureframes.com. We can replace missing items if needed. Some orders ship in multiple packages. You may want to double check your shipping confirmation from the carrier's website, but we'll walk you through that process if you need some help.


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All Other Questions


How do I measure my artwork for framing?

Measure the exact width (w) and height (h) of the outside dimensions of the image or artwork, and round down to the nearest 1/8th inch. For example, an image size of 9 3/16" x 11 9/16" will require a 9 1/8" x 11 1/2" frame. If you are planning to frame a canvas, measure from outside wrapped corner to outside wrapped corner.


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If I email or leave a message when can I expect a response back?

We will contact you within 2 business days. Note: Business days are Monday - Friday.


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Do you offer Pro Photographer and Pro Artist services?

As a company founded by artists, we proudly offer a wide array of professional services specifically designed for our professional clients. For more details, visit our Pro Artists or Pro Photographers pages or call a Business Services Specialist 877-367-2689.


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What type of chalk should I use for my Chalkboard?

We recommend using only solid stick chalk. Do not use liquid chalk of any kind, as it will not fully erase.


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What are my options with discontinued or backordered items?

We provide several alternative options regarding backordered items:

  • You can choose to split the order: the in-stock item will ship first and the backordered product will ship at a later date with no additional shipping charge
  • You can replace the backordered item with a different item
  • You can wait for the entire order to ship together
  • You have the option to cancel your order

Please call our Customer Care team at 800-332-8884 to assist you with backordered items.


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Do you offer volume or bulk printing and framing services?

We provide high-volume printing and framing services through our Business Services department. Each and every bulk order receives a custom quote to provide maximum value for you. These orders can be placed by filling out the contact form or contacting a Business Solutions Specialist at 866-662-3373.


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Why is a backordered item available to order on your website?

We are constantly getting product back in stock, so in most cases, a delay in delivery is short. In the future we plan to implement a real-time inventory solution for our website to better serve our customers.


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Why don't you use protective cardboard corners?

We ship our frames with a specially-designed packaging system that is superior to standard cardboard corners. The frame is bubble wrapped and bound to a cardboard suspension pad that allows two inches of space to cushion the frame within its shipping box.


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What are your Customer Care hours?

Call Customer Care at 800-332-8884 Monday-Friday from 8am-7pm EST. Live Chat Monday-Friday from 8am–10pm EST, Saturday from 10am-4pm EST and Sunday from 4pm-7pm EST. Email us at customercare@pictureframes.com and we will get back to you within 1 Business Day. Our hours are extended during the month of December. Please see Customer Care Contact for our holiday hours.


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What is archival/conservation framing?

Archival framing offers the ultimate protection for your fine art, collectibles, heirloom documents and more. Archival options include acid-free foamcore backing and UV protective acrylic, preserving your presentation up to 75 years.

You can upgrade any order to an archival presentation by adding the premium archival finishing options. Or, if you have a standard size, our Conservation Kit Plus framing package is exclusively available in Ready-made sizes. This package includes acid-free foamcore backing, acid-free conservation white rag mat, mylar mounting corners and UV protective acrylic. And, for easy grab and go options, choose from one of our easy, one-click Archival packages.


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