Customer Service
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FAQs
General
What is custom framing?
Custom framing is a personalized way to protect and display your artwork, photos, or memorabilia. At FrameWorthy, we craft frames to fit your specific needs—whether it's size, style, or material. It ensures a perfect match for your piece and your decor.
How does the custom framing process work?
The custom framing process begins by choosing your frame, mat, and backing options based on your artwork. Once you’ve selected your preferences, we craft your frame from real wood and assemble it to your specifications.
What types of frames do you offer?
We offer a wide variety of frames, including picture frames, canvas frames, floater frames, shadow boxes, floating acrylic frames and specialty frames for things like playbills or comic books.
Do you offer both picture frames and canvas frames?
Yes, we offer both picture frames and canvas frames. Picture frames are great for photos and prints, while canvas frames (including floaters) are designed for stretched canvas artwork.
Can I frame 3D objects, like memorabilia or keepsakes?
Yes! Our shadow boxes come in a variety of depths to accommodate 3D objects like keepsakes, memorabilia, or collectibles. They are designed to fit thicker items securely, ensuring your treasured pieces are beautifully displayed.
What’s the difference between a standard picture frame and a shadow box?
A standard picture frame is flat and designed for artwork or photos, while a shadow box has deeper dimensions, making it perfect for framing 3D objects or collections.
How do I choose the right frame for my artwork or photo?
Choosing the right frame depends on the style of your piece and the look you want to achieve. You can match the color, texture, or material of the frame to complement your artwork. Our team is here to guide you if needed.
Do you offer matting, and how do I choose the right mat color?
Yes, we offer custom matting options! When choosing a mat color, it’s important to consider contrast. A neutral mat color works well for most pieces, while bold colors can make the artwork pop.
Can I see a preview of my frame design before ordering?
Absolutely! Our website allows you to preview your custom frame design to ensure it’s exactly how you want it before placing an order.
What are your frames made of?
All of our frames are made from high-quality, natural wood to ensure durability and elegance.
Do you offer samples?
Yes, you can order samples of our frames, mats, or acrylic to help you decide before finalizing your order. The first sample is $5.00, and each additional sample is $2.00. To order samples, please contact our customer service team, and they will assist you with placing your order.
Can I order just a mat or just a sheet of acrylic?
Yes, you can order individual mats or acrylic sheets if that’s all you need. Contact customer service to place orders for mats or acrylic.
Why did the price drastically increase when I only added one inch?
Frames are priced based on size, and even small changes can increase the materials and labor required, especially for custom dimensions. For larger frames, an oversized fee is applied to cover special-ordered materials, custom packaging, and additional shipping costs from the carrier.
Ordering & Customization
How do I order a custom frame?
Simply choose your frame style, input your artwork dimensions, and customize the matting, backing, and acrylic options. We’ll handle the rest!
What sizes can I order?
We offer virtually any size you need, to the nearest 1/8th of an inch. You can input custom dimensions based on your artwork.
Can I upload my photo or artwork to be printed and framed?
Yes! You can upload your artwork, and we’ll print and frame it using archival-grade paper or canvas.
Do you offer different glass or acrylic options for the frame?
Yes, we offer several acrylic options, including standard and non-glare acrylic. Please note, glass is not available due to the risk of damage during shipping, but our acrylic options are durable, lightweight, and provide excellent protection for your artwork.
Can I frame oversized art or irregularly shaped items?
Absolutely! We specialize in custom sizing, so oversized or uniquely shaped items are no problem. Contact customer service to discuss these special cases further.
How do I measure my artwork for framing?
Measure the exact width and height of your artwork. It’s important to be as accurate as possible to ensure te frame and/or mats are cut precisely.
Should I enter the actual size of my artwork?
Yes, enter the exact dimensions of your artwork, and we’ll ensure the frame fits perfectly. But, it’s important to understand that some of your artwork will be covered by the frame or mat. When you choose a mat, the opening will be cut 1/4" smaller in both height and width, so it overlaps 1/8" of the artwork on all sides. This ensures your artwork stays securely in place behind the mat. If you're framing without a mat, the frame itself will cover 1/4" around the edges, reducing the visible area by 1/2" in height and width. This overlap helps to protect your piece and create a clean, polished look.
If I add a mat, do I need to adjust the frame size?
No, our system automatically adjusts for matting, so you just need to input your artwork dimensions and select your mat width.
Do you have glass?
No. We use acrylic instead of glass for most frames because it’s lightweight and more durable for shipping.
What are canvas clips?
Canvas clips are small hardware pieces used to hold a stretched canvas inside a frame.
Can I customize the color of the frame?
No. While we can adjust the size of the frame, the frame molding itself cannot be customized. But we do provide a variety of color options for many of our frame styles, so you can select the one that best complements your artwork.
What does rabbet depth mean?
Rabbet depth refers to the space inside the frame designed to hold your artwork and its components. When you order a frame with acrylic and backing, these materials occupy ¼" of the listed rabbet depth. Therefore, to determine the usable depth available for your artwork, subtract ¼" from the frame’s rabbet depth. This ensures a proper fit and accommodates the full thickness of your artwork, acrylic, and backing.
Can I get a different color backing?
Our frames come with acid-free white foam core backings as standard. Black foam core may be available upon request, depending on availability.
What is frame-grade acrylic?
Frame-grade acrylic is a clear, high-quality acrylic that replaces traditional glass. It’s lightweight, shatter-resistant, and perfect for protecting your artwork.
Is your acrylic UV-protected?
Yes, we offer UV-protective acrylic to shield your artwork from fading over time. Our standard and non-glare acrylic are both 94% UV-resistant.
Will the mat opening be cut smaller than my artwork?
Yes, we typically cut the mat opening ⅛ inch smaller on each side to prevent gaps and ensure the artwork is securely displayed. Please note that this will reduce the overall viewable area by ¼ inch in both height and width.
What’s the turnaround time for custom frame orders?
Our typical turnaround time is 5-7 business days for most orders, plus shipping.
Can I make changes to my order after it’s been placed?
Please contact us as soon as possible. We’ll do our best to accommodate changes before production begins.
Do you offer discounts for bulk or corporate orders?
Yes, we offer discounts for bulk and corporate orders. Contact us for more details.
Shipping & Delivery
Where do you ship to?
We ship across the U.S. and Canada. Shipping rates may vary depending on the destination.
How are your frames packaged for shipping?
We carefully package all frames with protective padding to ensure they arrive in perfect condition.
Do you offer expedited shipping?
Yes, please contact customer service to get expedited shipping prices for your order.
What do I do if my frame arrives damaged?
If your frame arrives damaged, please contact us immediately with photos, and we’ll resolve the issue.
How long does shipping take?
Standard shipping usually takes 3-5 business days, depending on your location.
Can I track my order?
Yes, you’ll receive a tracking number once your order has shipped.
What is your return policy?
If you’re not completely satisfied with your order, you may return your items for a full refund. To qualify for a full refund, items must be returned in new, unused condition with all original tags and labels attached. Returns must be postmarked within 30 days of the delivery date.
Installation & Care
Does my frame come with hanging hardware?
Yes, all of our frames come with the appropriate hanging hardware based on your selection.
How do I install my frame hardware once it arrives?
Check out our online guide for detailed installation steps.
Can I use my own hanging hardware?
For larger or heavier frames, we recommend using D-rings with wire or security hardware for added stability.
What’s the best way to clean and maintain my frame?
Use a soft, lint-free cloth to clean your frame and acrylic. Avoid using harsh chemicals or abrasive materials.
My image looks blurry when I use non-glare acrylic. Why is that?
Our frame-grade, non-glare acrylic is designed to minimize reflections from windows and lights while providing 94% UV protection to safeguard your artwork. After removing the protective film, it’s important to install the acrylic correctly. The smooth side of the acrylic should face the artwork to ensure the non-glare effect. To identify the smooth side, hold the acrylic up and observe which side reflects light. This reflective side should be placed against the artwork to achieve a clear, non-glare appearance. If you mistakenly install the smooth side facing outward, the image may appear blurry.
How is the backing held in place?
Our backings are held in place with flexible tabs or brads to keep your artwork secure.
Will any of my artwork be covered by the frame or materials?
Yes, the frame will slightly overlap the edges of your artwork (about ¼ inch on each side) to hold it in place. If you're including a mat, the mat will also overlap the artwork by ⅛ inch on each side to ensure a secure fit.
How do I put my artwork in my frame?
Simply open the frame from the back, place your artwork inside, and secure the backing in place. You can use a flathead screwdriver or a butter knife to gently lift the tabs holding the backing and acrylic in place. Once everything is properly positioned, press the tabs back down to ensure a snug and secure fit.
What are security hangers?
Security hangers are special hardware designed to lock your frame in place, preventing it from being easily removed from the wall.
Printing Services
What printing options do you offer (paper, canvas, etc.)?
We offer high-quality printing on archival-grade paper and canvas.
What type of paper and canvas do you print on?
Our paper is a satin-finish, acid-free 8 mil/190 gsm paper, and our canvas is a high-quality blend of 78% cotton and 22% polyester with a matte finish.
Can I order prints without framing them?
Yes, you can order prints alone without a frame. Please contact customer service.
How do I upload my image for printing?
Simply upload your image during the ordering process. We’ll ensure it’s printed to your specifications.
What file formats and resolutions do you accept for printing?
We accept JPEG, PNG, and PDF files. For the best print quality, we recommend a resolution of at least 300 DPI.
Sustainability & Materials
Are your materials sustainably sourced?
Yes, at FrameWorthy, sustainability is a top priority. We ethically source our wood from suppliers that follow environmentally responsible practices, ensuring that our materials are not only beautiful but also eco-conscious.
How do you minimize waste in the custom framing process?
We cut all materials to order, meaning we only use what’s necessary for each custom frame. This allows us to reduce excess waste and ensure an efficient use of resources. We also make a conscious effort to minimize the plastic used in our packaging.
What kind of wood do you use for your frames?
We use high-quality, natural wood in all of our frames. Our wood selection varies based on style and finish, but every frame is crafted to ensure durability and an elegant look.
Do you use eco-friendly packaging?
Yes, we use eco-friendly, recyclable cardboard boxes for shipping. We aim to use as little plastic as possible, only where necessary, to protect your frames during transit.
Support & Assistance
Can I get help choosing the right frame?
Absolutely! Our team of framing experts is always available to help you choose the perfect frame for your artwork or photo. You can reach out via email, phone, or live chat for personalized advice.
How do I contact customer support?
You can contact our customer support team by emailing us, calling our support line, or using the live chat feature on our website. We're here to help with any questions or concerns.
Do you offer gift cards?
Yes, we offer gift cards in various amounts, perfect for gifting the FrameWorthy experience to friends or family.
Do you have a physical store or showroom?
At this time, FrameWorthy operates entirely online to make custom framing accessible from anywhere. However, our virtual tools and expert support ensure you have a seamless framing experience from the comfort of your home.