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Frequently Asked Questions

If you've got a question, then we've got an answer. Check out our FAQs below or Contact Customer Care and a member of our team will be happy to help you.

Hanging Framed Presentation on Wall

Orders

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.

How Are Your frames shipped?

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

Shipping

What are oversized carrier fees?

For items over 55" combined outside dimensions*, an Oversized Carrier Charge is added. This reflects our shippers' surcharges (trust us, we don't like it either!) for such large packages (frames, canvas, mats, etc.). Since your magnificent piece is a little larger, it'll take up more room during transportation, so shipping companies place this Oversized Carrier Charge to help cover their costs associated with it.

*Not sure what your combined outside dimensions are? Simply follow this calculation to estimate your outside dimensions: Width + Height + (4 times the moulding width).

To make sure that the presentation is the absolute best for you, we spend extra time assembling them so you don't have to - trust us, it's not always easy putting together an extra-large frame!

We promise, your next masterpiece is worth it - and you're going to love how stunning it turns out (even with that Oversized Carrier Charge). But don't take it from us, see what your fellow creative community members think:

"I have ordered several custom frames at this point - the cost will be significantly less that you would pay at the local frame shop, even including the cost of shipping. Highly recommended. Give this site a try."
Barney, a happy pictureframes.com customer

"I ordered an oversized frame - It was much less expensive than a cheap frame in the local shop - everyone thought I got a great deal. I will definitely shop with them again!"
Mary, a happy pictureframes.com customer

*For items over 90' combined outside dimensions please choose Standard Shipping, Expedited Shipping is not available.

Oversized Carrier Charges

currently includes an additional surcharge levied by the shipping carrier.
Size in Inches Price
< 55" No Charge
55" - 69 7⁄8" $22.50
70" - 89 7⁄8" $79.50 
90" - 119 7⁄8" $220.00
≥ 120" $310.00

How much does shipping cost?

To make sure your order arrives as beautiful as the day it left our workshop, a tremendous amount of care and effort goes into custom packaging and shipping. Our shipping rates include the cost of parcel, custom packaging materials and extensive labor. Note: For those times when you are using a discount code, shipping rates are calculated using the original, non-discounted prices. More detailed shipping charts are shown below.

The Contiguous 48 States

Order Total Standard Delivery
up to $7.50 $13.00
$7.51 - $25.00 $19.00
$25.01 - $50.00 $23.00
$50.01 - $75.00 $30.00
$75.01 - $100.00 $35.00
$100.01 - $125.00 $38.00
$125.01 - $150.00 $43.00
$150.01 - $175.00 $48.00
$175.01 - $200.00 $50.00
$200.01 - $225.00 $52.00
$225.01 - $250.00 $54.00
$250.01 - $275.00 $57.00
$275.01 - $300.00 $58.00
Over $300.00 Add 21%

HI, AK, PR, VI & GU

Order Total Standard Delivery
Varies $45.00 min or 52%

Shipment via UPS, FedEx or USPS only. $45 Minimum charge.

APO & FPO

Order Total Standard Delivery
Varies $19.00 min or 42%

Shipment via USPS only. $19 Minimum charge.

Rolled Print Only Pricing for Contiguous 48 States

Order Total Standard Delivery
up to $25.00 $11.75
$25.01 - $50 $14.75
$50.01 - $75 $16.75
$75.01 - $100 $20.50
Over $100 31%

How long will it take for my order to arrive?

*Due to a conversion to new operations/fulfilment systems we are experiencing longer than usual shipping delays for a small percentage of orders placed on our site. If your order is delayed in shipping -please know that we value your business and we are working diligently to correct all issues related to shipping and fulfillment delays. Please reach out to our Customer Service team at customercare@pictureframes.com or CHAT with a customer care representative if you have questions or concerns.

Can I get My Order faster?

Express Shipping is an option. You may choose from Two Day Delivery (2 business days), One Day delivery (1 business day) or Next Business Day Priority (by 12pm). Note: upgrading to express shipping will expedite your shipping time only, the time needed to craft your order remains the same.

Note: Expedited shipping not available for orders shipping freight.

Do you ship orders outside the USA?

While pictureframes.com is based in the United States, we've happily shipped orders to a great number of non-U.S. destinations, for years. While completing your order, simply select your country when entering your shipping address.
If your country is part of our automated shipping quote process, you will receive the associated shipping charges for that order. If that isn't the case, your order will receive a custom quote review by our Shipping Department, and you will be emailed the cost of shipping prior to the processing of your order. Please note, certain very heavy items require our special attention to get you the best shipping rates. We will contact you if the weight of your item requires special pricing.
If your country is not listed in our menu, or you have other shipping concerns, you're also welcome to contact our Customer Care Department for the cost.
International Delivery Times
In addition to our production time, International orders usually take 6-10 business days to many major markets for shipping. Typically, international orders ship USPS but we reserve the right to utilize other carriers such as UPS or FedEx depending on size & weight.
Want to know about orders to Canada?
Canadian shipments typically ship USPS, but we reserve the right to utilize other carriers such as UPS or FedEx depending on size & weight. All Canadian orders will include a NAFTA statement of declaration.
Taxes, Duties, Brokerage Fees and Tariffs
If taxes, duties, brokerage fees or tariffs are imposed by a destination country, then our customers will be responsible for those. For larger sized orders that can't be shipped via USPS to Canada, UPS or FedEx can be used instead to reduce brokerage fees or customers can use their own brokerage carrier. Standard brokerage rates will be used for business customers, but they may assign their own broker once they receive a customs notification.
Package Tracking
Package tracking capabilities vary depending on the method of shipment. All shipments will include a trackable customs declaration form.
Alternative Shipping Methods
If you wish to use a shipping method not available through our site, please contact us , so we can make alternative arrangements.
Prices and Shipping Charges
All prices are calculated in United States Dollars (USD).
Size Restrictions
Good news! Metal Frames can be sized up to 83" x 83". Metal Backloaders can be sized up to 24" x 36", because they ship assembled. UPS and FedEx may be required for shipping larger sizes. (typically, more expensive than USPS rates). However, there is a maximum size for non-metal frames and all Print & Frame orders. This restriction varies by country and typically cannot exceed Outside Dimensions = Width + Height + (4x Moulding Width).

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.

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 will ship through a freight service and are not available for expedited shipping.

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.

Payments, Returns & Refunds

How do I return my package?

For a refund or replacement, please call Customer Care at 800-332-8884. For more information on returns, please refer to our Return Policy.

How long does it take to process a refund?

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

What type of payments do you accept?

MasterCard, Visa, American Express, Discover, Apple Pay, Google Pay, Paypal, Paypal Credit, Paypal Pay in 4

How Do Installment Payments Work?

You have the option of paying with installments through either Paypal Credit or Paypal’s “Pay in 4” feature. Each option has terms and conditions predetermined by Paypal, which you can learn more about at these links:
Paypal Credit, Paypal Pay in 4

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

Please note that since our products are custom-made, once your order has begun production, it may not be possible to edit or cancel. Please contact Customer Care at 800-332-8884 with your order information to see whether it’s possible to update or cancel your order.

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.

Customer Care Information

What are your Customer Care hours?

For Customer Care hours, please visit our Contact Us page.

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

We will do our best to contact you within 3 business days. Note: Business days are Monday - Friday.

How To’s and Instructions