Frequently Asked Questions

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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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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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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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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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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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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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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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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Where is the log out button?

You will see a log in/log out link at the top of your page, anywhere on the site.

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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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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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How long does it take to process a refund?

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

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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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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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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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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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What are your Customer Care hours?

Our Customer Care hours are: 8am-7pm EST Monday - Friday. We can be reached at 800-332-8884, via Live Chat or email at customercare@pictureframes.com. 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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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 are Quantity Discounts?

Are you creating a gallery wall, framing your work for an upcoming show or updating your wall decor? Choose from select Ready-Mades.

Quantity Discount
5 frames 10%
15 frames 15%
25 frames 20%
50 frames 30%

Look for the QD symbol!

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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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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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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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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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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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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 policy for full details.

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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 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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What is glazing?

Glazing refers to the strong sheet of clear acrylic that covers and protects your artwork once framed.

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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 is the guarantee for the art I purchase?

In the event that you are not satisfied with your purchase, please return it within 45 days of the delivery date and we will replace or refund the merchandise total of your order. Since custom products can't be restocked and we don't send anything to a landfill, we ask that you purchase consciously and share with us in a commitment to the environment.

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What type of payments do you accept?

MasterCard, Visa, American Express, Discover, PayPal.

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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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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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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 1-800-332-8884 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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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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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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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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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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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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