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Frequently Asked Questions
What's your return policy?
In the unlikely event that the product you receive is not what you expected or you simply changed your mind about your purchase, we will be happy to give you a full product refund less shipping charges. The customer is responsible for returning the unopened package in re-saleable condition. With insured shipping paid delivered to the location from which it was sent. We do not issue credit until the item is back in our location.
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What if the frame I order is out of stock?
MyFrameStore does not accept orders for items that are not currently in stock. In the unlikely event that such an order is placed, we will immediately contact you to let you know of the problem, so you can chose to either wait for a few days, or cancel your order.
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What if my frames break in mail?
We pay enormous amounts of attention and money to ensure your package would arrive safely. It's not worth the trouble for us to ship out packages that would arrive damaged and lead to numerous inconveniences. We bubble-wrap each frame separately and generously peanut each box. If, against all odds, your frame turns out to be the unlucky one, please contact us. We'll ask you to keep the broken frame in all original packaging for FedEx to pick up and will ship out a replacement frame ASAP.
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How come I didn't get a response to my email?
There are two most common reasons why such a thing might happen. First, we'd like to remind you that we're human, and operate during business hours only. If you submitted your inquiry on a Friday night, it would be unreasonable to expect a response earlier than Monday morning. Second, we strongly suggest you double-check if you used a valid email address. You'd be surprised to hear just how many visitors submit questions without providing us with a reply email address.
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Why is shipping so expensive?
We do not make profit off shipping. The costs are high due to the nature of product. Picture frames with glass are a hard item to ship safely. It requires a lot of packaging material (which we do not charge you for) and that contributes to size of packages, which, in its turn, contributes to the price of shipping. We hope for your understanding in this matter.
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Can you ship to APO?
We usually only ship FedEx, as we find it most convenient to our customers, as service is fast and packages are trackable, so at any point we (and you!) can see exactly where the package is and how soon it should get to you. This ensures that no packages are lost/delayed. Unfortunately, FedEx does not deliver to APO, neither does any service that provides tracking. If needed, we can ship your purchase to an APO address by USPS. However, we would not be able to see that your package is not delayed/lost/damaged. If you're interested in this option, please proceed with your order and send us a message that you understand and agree that your purchase would be sent via USPS and the package would not be trackable. Processing of these orders takes us two business days, as we need to prepare the shippment manually and take it to a post office.
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Why won't you ship to a PO box?
We use FedEx, which does not deliver to PO boxes, as it would be impossible to prove the delivery. This is done for the convenience of our customers, so, in case of any problems, we can always see when each package was delivered, and who signed for it.
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The tracking number you gave me doesn't work!
We provide you with a tracking number as soon as we know it, which is right before your package is picked up by FedEx. Even though packages are scanned in our presence, this data is not transmitted to FedEx system until they physically arrive at our local FedEx terminal, which usually takes one to eight hours, depending on time of day. Please be patient, and try to track your package again tomorrow morning. If you still encounter troubles, please don't hesitate to contact us, and we'll be happy to look into this. We also track all outgoing packages on a regular basis to make sure all of them are doing OK, going where they're supposed to at the speed expected, so you generally don't have to worry about it.
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If I have an 8x10 picture, what frame size do I need?
All frames are named by the size of the opening, not the total dimensions, so our buyers don't have to do calculations to figure out if the frame would fit. If you have an 8x10 picture, you need an 8x10 frame. It's that easy. The width of molding is given just for your reference, so you know how wide it is, and how it would look with your picture. Size of the opening stays same, no matter how wide is the molding.
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How do I know if the frame I'm interested in comes with easel?
Each item description states in detail what exactly comes with the frame. Please click on the thumbnail of the frame you're interested in and see the description.
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What's a difference between wood and plastic frames?
Wood frames are much sturdier than plastic. If you need a frame for a one-time event and don't care what happens to it in a few month - go with plastic. Our frames are meant to last years and years, as wood is much more durable. It won't bend, crack, slice, or split on corners, as plastic does.
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How do I attach the hooks to the frame?
We're currently implementing changes to frame production process, so that the hooks will be pre-attached to all of our frames. However, this process does take time. Most of our frames have hooks already attached. Please see our Hanging Instructions Page for frames that still come with hanging kits. You can always see if the frame has hooks pre-attached or not in the item description.
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A new and exciting option! Just email us your picture and let us know which frame you'd like, and we'll do the rest. We'll print the picture, frame it, and send it to you (or your loved one!)