CustomFrameSizes.com
Last Updated: January 2025
At CustomFrameSizes.com, every frame is custom built with care, precision, and professional materials. We stand behind our craftsmanship and are committed to delivering frames that meet our quality standards.
This Warranty Policy covers manufacturing and craftsmanship defects only and is separate from our Returns & Exchanges Policy.
Our Quality Commitment
Every custom frame is:
- Made to order based on your specifications
- Constructed using professional-grade materials
- Inspected prior to shipment for accuracy and finish
- Packaged securely for safe delivery
If a frame does not meet our quality standards, we will correct it.
Lifetime Craftsmanship Warranty
We offer a lifetime craftsmanship warranty on all custom frames.
This covers defects related to how the frame was manufactured or assembled, including:
Covered Craftsmanship Issues
- Loose or separated corner joints
- Structural frame failures
- Improper frame assembly
- Incorrect mat cutting (our error)
- Improper installation of glazing, backing, or hardware
- Measurement errors caused by our production process
If a covered craftsmanship issue occurs, we will repair or replace the affected component at no cost.
Limited Materials Warranty
We warrant that materials used in your frame are free from manufacturing defects at the time of delivery.
This includes:
- Glass or acrylic defects present upon arrival
- Mat board defects caused by manufacturing flaws
- Hardware defects present upon arrival
This warranty does not cover normal aging, environmental exposure, or wear over time.
What Is NOT Covered
This warranty does not cover:
Normal Wear & Environmental Effects
- Scratches from cleaning or handling
- Fading or discoloration from sunlight exposure
- Minor finish changes over time
- Dust accumulation
Damage or Misuse
- Impact damage, drops, or accidents
- Water, moisture, or humidity damage
- Improper hanging or installation
- Damage caused by pets or environmental factors
Improper Care or Storage
- Use of harsh or abrasive cleaning chemicals
- Exposure to extreme temperatures or humidity
- Mold or mildew from damp environments
- Outdoor or bathroom display
Customer Errors
- Incorrect dimensions provided by the customer
- Artwork that does not fit due to customer measurement errors
- Design or configuration choices selected at checkout
Shipping Damage
Shipping damage is not a warranty issue and must be reported under our Shipping Policy.
- Inspect shipments immediately upon delivery
- Report damage within 48 hours
- Retain all packaging materials
- Provide clear photos of damage and packaging
Shipping-related claims reported outside this window may not be covered.
Warranty Resolution
For approved warranty claims, resolution may include:
- Repair of the affected component
- Replacement of the affected component or frame
Refunds are not guaranteed and are issued only when repair or replacement is not feasible.
How to Submit a Warranty Claim
To submit a claim, contact us at:
Email: hello@customframesizes.com
Phone: 1 (888) 874-7156
Please include:
- Order number
- Description of the issue
- Clear photos showing the defect
Claims are reviewed within 1-2 business days.
Proper Care & Warranty Validity
To maintain warranty coverage:
- Display frames indoors in climate-controlled environments
- Use proper hanging hardware
- Clean only with appropriate materials
- Avoid direct sunlight, moisture, and extreme temperatures
Modifying the frame or removing original components voids this warranty.
Policy Updates
This warranty applies to frames purchased while this policy is in effect. We reserve the right to update this policy at any time.