Return & Refund Policies

Damaged or Defective Items

If your order arrives damaged or defective, please contact us within 10 days of delivery so we can evaluate the issue

• Your order number
• Clear photos of the damaged item
• Photos of the shipping box and internal packaging

In many cases, we may request that the item be returned before issuing a replacement or refund. Damage reported after 30 days from delivery may not be eligible for resolution.

Non-Custom (Stock) Item Returns

Certain items that are not custom cut or made to order may be returned.

• Items must be unused and in original condition
• Return authorization is required prior to shipment
• Approved returns may be eligible for a refund after receipt and inspection
• Customers are responsible for return shipping costs and secure packaging

Custom & Made-to-Order Products

Most products sold on WebPictureFrames.com are custom-made, including:

• Custom picture frames
• Custom mats and collage mats
• Custom-cut glass or acrylic
• Custom backing boards and framing kits

Custom items are not eligible for return or refund if they were produced correctly according to the specifications provided at checkout. Because these items are cut and built specifically for your order, they cannot be resold.

Slight variations in wood grain, finish, texture, or color are normal and are not considered defects. If you have very specific requirements for color or finish, we recommend requesting a moulding sample prior to placing your order.

Incorrect Orders

If we make an error producing your order (for example, incorrect size, frame profile, or mat opening), we will correct the issue at no additional cost.

If an error results from incorrect measurements or selections entered during checkout, the order may not be eligible for free replacement or refund.

Return Authorization Required

All returns require prior authorization from our customer service team. Please contact us before returning any items. Unauthorized returns may be refused or returned to sender.

Refunds

Approved refunds are issued to the original payment method once returned items are received and inspected.

• Please allow 48-72 hours for inspection after receipt
• Additional processing time may apply for your bank or payment provider

Shipping charges are non-refundable, except when a return is due to our error or a confirmed defective item.

Shipping Charges

Shipping charges are calculated at checkout based on order size, weight, and destination. Return shipping costs are the responsibility of the customer unless the return is due to our error.

Contact Information

If you have questions about shipping, returns, or sizing, please contact us:

Additional Notes

• Custom framing products are made specifically for your order
• Natural variations in materials are part of handcrafted framing
• Please measure artwork carefully - we cut to the exact dimensions provided