CustomFrameSizes.com
Last Updated: January 2025
Because all items sold on CustomFrameSizes.com are custom-made to customer specifications, our return and exchange policy differs from standard retail products.
Please review this policy carefully before placing your order.
1. Custom Orders - Final Sale
All frames sold on CustomFrameSizes.com are custom manufactured based on the size, style, materials, and configuration selected by the customer.
As a result:
- All custom orders are final sale
- Custom items cannot be returned or exchanged due to: Customer measurement errors; incorrect size selection; design preference changes; color, style, or material preferences; "Didn't like it" or changed mind after delivery
Custom frames cannot be resold or reused once manufactured.
2. When We Will Make It Right
We stand behind our craftsmanship and will correct issues that are our responsibility.
Eligible Issues (Our Responsibility)
We will repair, remake, or replace your frame at no cost if:
- The frame arrives damaged during shipping
- There is a manufacturing defect
- The frame was produced incorrectly compared to your order specifications
- Materials or components are defective
3. Damage in Transit
Inspection Required Upon Delivery
Please inspect your shipment immediately upon delivery.
Reporting Deadline
Damage must be reported within 48 hours of delivery.
To report damage:
- Email hello@customframesizes.com
- Include your order number
- Provide clear photos of: The damaged item; Packaging (inside and outside)
Please retain all packaging materials until the claim is resolved.
4. Manufacturing Defects
Manufacturing defects include, but are not limited to:
- Loose or separated corners
- Warped or improperly joined frame components
- Incorrectly cut mats (our error)
- Defective glass or acrylic
- Production errors inconsistent with the approved order
Defects must be reported within 30 days of delivery unless otherwise covered under warranty.
5. Resolution Options (At Our Discretion)
For eligible claims, we may offer one of the following remedies:
- Repair of the item
- Remanufacture and replacement
- Store credit
- Refund (rare and typically only if replacement is not feasible)
Refunds are not guaranteed and are issued only when replacement or repair is not possible.
6. Non-Returnable & Non-Refundable Items
The following are not eligible for return, exchange, or refund:
- Custom frames made correctly to customer specifications
- Orders with customer-provided measurement errors
- Design or style preference changes
- Clearance or final-sale items
- Gift cards or store credit
- Items damaged due to misuse, modification, or improper handling after delivery
7. Shipping Responsibility
- If the issue is our error or shipping damage, we will cover return shipping and replacement shipping
- Unauthorized returns will not be accepted
- Items returned without approval may be refused or discarded
8. No Satisfaction Guarantee on Custom Goods
Due to the custom-made nature of our products, we do not offer a satisfaction guarantee or "trial period" on custom frames.
We strongly encourage customers to:
- Double-check measurements before ordering
- Use our design tools and previews carefully
- Contact us with questions prior to placing an order
9. How to Request Support
If you believe your order qualifies for correction:
Email: hello@customframesizes.com
Phone: 1 (888) 874-7156
Include your order number and a description of the issue.
10. Policy Updates
This policy may be updated from time to time. The version in effect at the time of purchase governs your order.