FAQs | ArtToFrames

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customer service

718.788.6200

ABOUT OUR WEBSITE

I’ve never visited your site or framed anything before, can you help me?

Welcome to ArtToFrames.com! We’re glad you’re here. We try our best to make our site navigation simple and easy, even for the non-professionals. On our homepage, we offer clickable category options on the right, as well as a drop down menu located at the top left of our screen that separates the type of item or service you might be looking for. You may also use our search bar to locate a specific item, at the top right .

I still can’t find what I’m looking for, please help!

No worries! We’ve got you covered. If you still can’t find what you’re looking for, try our blue “Click to chat” button on the left side of our screen and one of our representatives will be with you to help answer all of your questions. All of our representatives are real people who care about helping our customers.

Feel free to give us a call or send us an email, if you prefer that. Customer service is here to help solve all of your framing riddles.

Call us: (718) 788-6200
Email: Support@ArtToFrames.com

PRODUCTS AND SERVICES

Where are your frames made?

All of our frames are handmade in our warehouse located in Brooklyn, New York. We put a lot of heart into crafting each frame to create products that are beautiful and long-lasting. Believe it or not, we’ve been handcrafting frames for over 86 years! We like to think we’ve got framing in the bag by now.

What materials are your frames made from?

All of our frames are composed from a variety of wood grains. All of our wood based frames are made from all-natural fibers and are built to last for generations. These offer a rougher texture and the natural wood finish adds a subtle classic quality to the frame. Also available, are our MDF (engineered wood) frames, which are durable at an affordable price point. These frames are made from wood fiber residuals and bound together using pressure and heat. MDF frames possess no natural grain and are smoother to touch.
For further questions, check out our ArtToFrames Materials Guide for in depth descriptions of our products.

Can you create any size frame?

Yes! What truly allows ArtToFrames to stand out among other framing companies is our ability to create custom products to match your vision. We get some really interesting questions about collage frames, different sizing options and requests to visit our Brooklyn showroom.

We will always do our best to to help guide you on our website or in our showroom, so that your item is completed just like you pictured it.

How do I know which frame size to order?

When ordering a frame without a mat, simply match the frame size to your image size. Whether it’s art you’re framing or your favorite family photo, the frame should be the same size as whatever you’ll be framing. It’s that easy!

How do I hang my frames using the hardware I received?

Hey, we’re not all DIYers. We get asked this question a lot by our customers and we’re happy to help. On our homepage, click on the word “Help” at the top right of the page. This will lead you to a tutorial page offering short videos from “how to correctly measure a frame” to “how to attach the sawtooth hanger” and more.

There are so many glass options! What do they all mean?

We know choosing the right glass for your frame can be difficult. Choosing the perfect glass begins with where you’ll be hanging it. If it will be in an area with a lot of sunlight peaking through, we’d suggest selecting a non-glare glass. If you are planning to hang it in a darker room, we would say that regular glass might be the best solution. To simplify the process, we’ve created ArtToFrames Ultimate Glass Guide for all of the necessary 411.

Is there are difference between 8 x 10 or 10 x 8?

We’re glad you asked. When framing, we measure the width first, followed by the height. If your image is 8x10, you’ll need an 8x10 frame so that it fits just right. However, because we send out hardware unattached, 8x10 and 10x8 are essentially the same. You have the ability to decide on which way it hangs in your space.
Worried you might make a mistake? Check out our ArtToFrames Measuring Guide to gain insight.

What is a mat and what is it used for?

A mat is the colored border that rests in between your image and your frame. Mats add a touch of sophistication, style and can even enhance your prints. The top mat will always be the wider border you see, while the bottom mat will be the thin border closest to where the print rests. If you really want to impress your friends, matting is the way to go.

Are all of your mats acid-free?

ArtToFrames offers acid-free mats in black or white, when using our custom framing application. Acid-free mats are without chemicals and will protect your prints from fading over time. They will decrease damage and increase the print lifetime. All of our regular mats are ?” thick and are crafted from 100% recycled pulp fibers.

I know I want to order a mat with my frame, but I’m not sure how to do this. Can you help me out?

We’re happy to hear that and we can help. We think matting makes any image look that much better. We also know that it can be confusing if it’s something you’ve never tried before. On regular frames with mats, we add 2”to the overall width and height of your image for a total of 4”.
For instance, if you’re print is an 8x10, a mat would increase your image size to 12x14. You would then order a 12x14 frame and mat to fit your 8x10 image.
Rest assured, our technology we use will calculate the dimensions for you, when you “Click to add mats”.
For further assistance, please feel free to email or chat with our representatives. They’re pros!

Call us: (718) 788-6200
Email: Support@ArtToFrames.com

What is the largest mat size available?

The largest mat size available for order is 32x40. On an oversized item, such as 40x60, mat colors are limited in availability. For more info on oversized mats, feel free to reach out to our customer service department via email or by

Call us: (718) 788-6200
Email: Support@ArtToFrames.com

Will you edit my photos for me?

All uploaded images will be considered by our printing experts prior to printing. Although we do not edit photos, we do accept emailed images before orders are submitted to ensure that they are in high enough resolution for printing and will not be compromised in any way.

Does uploading an image add to the cost of the item?

A small cost is added on for each print based on size and materials used for printing.

We print all images using high quality pigment inks and color calibration software to explore a large range of color and maintain color accuracy for each uploaded image.

That’s a fancy way of saying that we do our best to provide the most vibrant version of your prints.

PLACING ORDERS

Computers confuse me. Can I place an order by phone with a representative?

We are only a phone call or email away. Our customer service department will answer any style or sizing questions and help you to complete your order by phone.

Call us: (718) 788-6200
Email: Support@ArtToFrames.com

Do you offer discounts on larger orders?

We offer discount and wholesale pricing for bulk orders. Discounts function according to the number of pieces and products being ordered. To find out more, contact customer service for inquiries

Email: Support@ArtToFrames.com

Is there a sales tax charge?

Until recently, most online retailers were not required to collect and remit sales tax on out-of-state sales. However, in June 2018, the U.S. Supreme Court ruled that states could require out-of-state sellers to collect sales tax on such transactions. Many states have already implemented this ruling, and experts predict that most remaining states will adopt this ruling.

If you are in a state that is requiring us to collect sales tax, you will see that on the cart page after you enter in your shipping zip code.

Do you accept credit cards in another name?

We get this question a lot from the generous gift-givers who visit our site. All billing and shipping information is kept separate for your convenience. As long as the billing information matches up to the billing address, this is a non-issue.

Can I reorder an item that I ordered in the past?

Our system allows our us to check up on past orders, should you want to reorder products you’ve previously received and loved.

Our customer service representatives are there to assist with reorders. They will send you a product link if you’d like to reorder on your own time, or help you to complete your order by phone, should you want to reorder right away.

Call us: (718) 788-6200
Email: Support@ArtToFrames.com

BILLING

I accidentally ordered twice. How can I get my money back ?

Luckily, that’s an easy fix. If you accidentally placed a back-to-back order for the same item, give us a call as soon as you notice and we’ll cancel the extra order and process a full refund to your account. Phew!

Can I see my account history?

If you have not yet set up an account on our website, we highly recommend that you do. Setting up an account is important for tracking your past orders and finances. This also helps create ease for any questions you might have after you’ve placed an order.

MY ACCOUNT

I forgot my password and cannot sign into my account, help!

Can’t remember if it’s your birthday or your dog’s name? No problem! Try clicking the ‘Forgot password’ button on our sign-in page and type in the email you used to create the account with. You will then receive an email with your password.

How can I edit my account information?

Changing any information associated with your account is simple. Click on the “Account” button at the top right side of the screen. Once you click, you will see a grey box on the left side with an option to “Edit” at the corner.

ORDER STATUS

Can I cancel an order right after it has been submitted?

Canceling an order right after you’ve placed the order is simple. With your order # handy, give us a call and ask one of our customer service reps to help you out with a cancellation. Your order will then be canceled and a full refund will be applied to your account.

Can I cancel one specific item in my order?

Realized you only wanted 5 frames instead of 6 right after you’ve placed an order on the site? No problem. Give us a call ASAP and let us know which item you would like to have cancelled. One of our service representatives will help you cancel that item and apply the appropriate refund to your account.

How can I track my order?

When your order is ready and your shipping label has been created, you will receive an email with a tracking number. We ask that you please allow a few hours for your tracking number to activate. This will happen when your order is in transit. (This is usually between 5 or 6 PM EST and after 10 PM EST during the holiday season).

My tracking number says my order was delivered, but I never received it. Can you help me?

We like to think that these missing packages are somewhere with all of the missing socks of the universe. If you have not yet received your package and your tracking number says otherwise, please call or email us for resolution.

Call us: (718) 788-6200
Email: Support@ArtToFrames.com

I didn’t receive any hardware with my shipment. How can I get it shipped to me?

If your shipment is missing hardware, please call or email customer service so they can get a new set sent out to you right away.

Call us: (718) 788-6200
Email: Support@ArtToFrames.com

I’m missing items in my shipment. How can I get them shipped to me?

Signing in to your account, locate your most recent order. Orders may arrive in several shipments, so be sure to check all available tracking numbers to ensure that all items have already been sent out. If all items are marked as delivered, please contact customer service for further assistance.

Call us: (718) 788-6200
Email: Support@ArtToFrames.com

SHIPPING & RETURNS

What is your return policy?

Please do not return any items without speaking to an ArtToFrames representative first.

For more information, check out our detailed Return Page for any further questions or concerns.

Do you send out return labels?

ArtToFrames does not send out return labels.

For more information, check out our detailed Return Page for any further questions or concerns.

When will my order be delivered to me?

Your order will arrive based on the shipping method chosen when you placed your order. Regular items are processed within 2-3 days before items are shipped. You may also track your order by using the tracking number provided to you by email.

For more information, check out our Shipping Page for any further questions or concerns.

Do you ship to Canada?

To ship to Canada, please contact customer service for shipping rates.

Call us: (718) 788-6200
Email: Support@ArtToFrames.com

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