FAQ

Ordering

How do I place an online order?

Select the item that you would like to order and click “Add to Cart”. Be sure to select the size and any other options that might be offered.  When you are ready to checkout, click “View Cart” and “Proceed to Checkout”.  Enter your billing and shipping information, and select the shipping method.  If you would like to be able to check on the status of your order then create an account, otherwise, you can continue on as a guest.  Your order is now complete!

Can I place a phone order?

Yes, if you prefer to speak to us directly, please call us at 1-800-780-0699 between 9:00 AM and 5:00 PM Pacific Standard Time, Monday through Friday.  We will be happy to help you!

Will I be charged sales tax?

Our main office is in California, so we are required to charge sales tax to orders in California.  If you live in any other state, you will not be charged sales tax.

What payment options do you offer?

We accept Visa, MasterCard, American Express and Discover or Paypal.  You may also pay by check or money order if you place your order by phone.  Please be aware that we cannot ship your order until the check or money order has been received.

Is there a minimum order requirement?

No, you may order as many or as few frames as you like.

Can you do expedited shipping like Overnight or 2 Day Air?

Yes, if you need your order quickly, we can expedite it via Overnight, 2 Day Air or 3 Day Air.  Please call us at 1-800-780-0699 between 9:00 AM and 5:00 PM Pacific Standard Time Monday through Friday to discuss your shipping needs.  You may also send us the shipping information in the Contact Us form, and we will send you the shipping cost as soon as possible.

Tracking Your Order

Do you provide email confirmations?

Yes, you will receive an email as soon as you place your order.

Can I track my order status?

There are several ways to track your order :

• Log into your account on the website
• Check the delivery status using the tracking number that we sent you when the order shipped
  
• Call us at 1-800-780-0699 and we'll look it up for you
  

Can I change or cancel my order?

You can change or cancel your order as long as it has not shipped or is not a custom order.  Please review your order as soon as you receive the email confirmation to be sure that all the information is correct.  If there are any mistakes, or you would like to edit the order, please call us as soon as possible at 1-800-780-0699 so that we can help you with the requested changes.  Once the order has shipped, we cannot make any changes.

Why is my order listed as "undeliverable?"

If the shipping address information is incorrect, the shipping company may not be able to deliver the order, and will return the package to us.  If you choose to have the order redelivered, any additional shipping fees will be your responsibility.

Returns and Exchanges

What is your return and exchange policy?

We take pride in offering high quality picture frames and we hope that you will be pleased with your order. When you receive your order, please inspect it carefully. If, for some reason, you are not satisfied with your purchase, please contact our Customer Care consultants at 1-800-780-0699 for a return authorization within 90 days of receipt of your frames. Please make sure to send the frames back promptly as the Return Authorization expires in 90 days from the date issued. Please note that we cannot accept items for return or exchange that are not in resalable condition. All products must have their original packaging. If your products are in resalable condition, all you have to do is follow these easy steps.

Step 1
Call our Customer Care consultants at 1-800-780-0699 to request a return. You'll need the name on the order to request the return.

Step 2
Write the return authorization number on the invoice that came with the frame and place it in the box.Make sure items are in their original packaging, and are appropriately secured within the shipping box. Please note that the frame must be in resalable condition in order to receive a refund on the price of your frame. We do not offer refunds on the cost of shipping.

ATTENTION:If you choose to return your order you are responsible for shipping. We do not refund shipping charges. No credit will be given for lost return packages and nonreturnable items returned to us will not be shipped back to the sender nor credited to your account. We strongly suggest that you use a shipper with a traceable shipping method as we cannot be responsible for damaged or lost return packages.

How long does it take to receive my refund?

Once we receive your package and inspect the items, we will send you an email confirming your credit total. Once you receive this email, your credit will be issued within 3 to 5 business days. Please allow adequate time for your banking institution to process the credit.

What happens if my frames were damaged in shipping?

Please inspect all frames carefully when you receive your order. If there is any damage, please call our Customer Care department at 1-800-780-0699 within 7 days after the package was delivered. You will need to keep the original box, packaging materials, as well as any paperwork that came in the box. Please email us a digital picture of the damaged box and/or frames to support@yourpictureframes.com. Once we verify that the frame was damaged, we will promptly send you a new frame.

Can I return personalized or engraved frames?

Unfortunately, we cannot accept returns for personalized frames as they cannot be resold. Personalized or engraved frames are non-returnable and non-refundable.

Do you charge restocking fees?

No, we don't charge a restocking fee for approved returns. An approved return is a return that was requested within 30 days of receipt and followed the approved returned process listed above.

Shipping

When will my order ship?

Your order will normally ship within 2-5 business days depending upon the type of frame ordered.For most of our frames, we will ship same-day depending upon when the order was placed.  But for frames that are made-to-order or hand-crafted, it may take up to 5-7 business days before the order will ship.Because we focus on providing you the widest selection of high-quality and unique frames available, our shipping times will vary based upon if the frame is ready-made, custom or hand-crafted.

If an item requires personalization, production time could take longer, depending on the item. Please feel free to contact us at 800-780-0699 if you have any questions.

In order to ship your frames to you as quickly as possible, you may receive multiple packages.

Where do you ship?

We can process orders anywhere within the 48 U.S. contiguous states. We can ship to Hawaii, Alaska, Puerto Rico and other U.S. Territories however, due to the high cost of shipping we must do a custom shipping quote. To get a custom shipping quote, please give us a call at 1-800-780-0699 Monday-Friday 9-5pm pacific time.

Can you ship to Post Office Boxes?

No, we cannot ship to PO Boxes so please provide a physical shipping address.

Do you ship to APO/FPO addresses?

No we currently do not ship to APO/FPO addresses.

Do you ship to Canada?

We do not regularly ship to Canda due to the high cost of shipping and customs. If you do want to place an order and are willing to pay an additional cost for customs and processing, give us a call at 1-800-780-0699 and we'll see if we can help.

Do you ship internationally?

At this time, we do not ship outside the U.S. or U.S. territories.

How is shipping calculated?

Shipping is calculated based upon the total order value as is common in the industry. Plus orders over $125 qualify for free shipping. Here is a table of our shipping charges:

What are your shipping options?

We work with UPS and USPS and offer ground shipping. We also occasionally use FedEx for specific needs. If you need expedited shipping please contact Customer Care at 1-800-780-0699.

Will the items on my order ship together or separately?

In order to offer our customers the widest and most unique selection, some items may ship separately. You will not be billed for each shipment - only one shipping charge will be added.

FAQ's

Do you have a printed catalog?

Unfortunately, we do not offer a printed catalog at this time. You can view our entire collection online.

Do you have an affiliate marketing program?

No, we currently are not offering an affiliate marketing program.

What is your contact information for the press?

All press inquiries should be emailed or addressed to the following address:support@yourpictureframes.com

I am a vendor. How do I submit my products for consideration?

We are always searching for additional products to add to our collection so please email us atsupport@yourpictureframes.com. We'd love to hear from you!

Privacy and Security Policy

Are online transactions on your site secure?

All the information you provide, including your credit card information, is secured using Secure Sockets Layer (SSL) encryption technology. We use SSL technology to prevent your information from being intercepted and read as it is transmitted over the Internet. This is the same technology used by many large internet retailers. We are also PCI Compliant which means that we've met all of the security requirements set forth by the Payment Card Industry (PCI) to protect consumer credit card information.

How do you use my contact information?

We only use your contact information for questions regarding your order in case we have to contact you. We may also contact you via email if you specifically signed up to receive our newsletter. Rest assured, we never rent or sell your contact information to anybody for anything.

Do you use cookies?

Cookies are small bits of information stored by your internet web browser.  Our website uses cookie technology to store information about your shopping session, including what is currently in your shopping cart.  This technology makes for a smooth shopping experience. In addition, we use cookies to track the effectiveness of our advertising, which allows us to keep our prices as low as possible. No user identifiable information is stored in these cookies.

Contact Us

How can I contact you?

If you have any questions and would like to speak with a Customer Care representative, you can contact us by:

Phone:Call us anytime during normal business hours, toll-free at1-800-780-0699. We're here Monday through Friday 9am to 5pm Pacific time to serve you.

E-mail:E-mail us atsupport@yourpictureframes.comto ask a question, make a suggestion or get any help you may need. Most e-mails are answered within 24 hours with the exception of weekends.

Mail: You can mail us at :

YourPictureFrames.com

819 Lincoln Way

Auburn California 95603