Frequently Asked Questions

American Frame is the industry’s original and most trusted online source for custom picture frames and services, founded in 1973 on the belief that custom framing should be easy, accessible, impeccably made, and affordable. Design your own DIY custom frame kit, upload, print and frame artwork and photographs, or send in your art for an all-inclusive custom frame service.

As a customer you can expect:

  • Premium Quality Products: Our selection is curated from renowned brands like Nielsen, Bainbridge, Crescent, Larson-Juhl, Studio, Tru Vue, Peterboro and DEHA Design, alongside our exclusive line of American Hardwoods, ensuring a perfect balance of style, budget and availability.
  • Fully Customizable Options: Create a frame that perfectly suits your needs and preferences. All frames are handcrafted and built to order, PrecisionCut™ to the 1/16”, ensuring a perfect fit.
  • Convenience: Our online platform offers seamless browsing and customization, allowing you to design and order from the comfort of your home, studio or gallery.
  • Expert Advice & Personalized Customer Care: US-based, easy to reach, co-located with our factory for swift assistance. Receive expert guidance by phone, virtual meetings, email or in our Maumee, OH showroom every step of the way.
  • Industry-leading Turnaround Times: Most orders ship within 1-3 business days. For urgent orders, contact Customer Service for Same- Day Shipping options.
  • Beautiful results!

As a second-generation women-owned and family operated business, we are uniquely dedicated to providing excellence on every level, from start to finish. We would love to demonstrate this to you on your next order.

Trust your instincts, and your style. On our website, you can search by frame material, color, or style. You can also upload a file of your artwork to virtually “see” it in a frame during the design process. If you still have doubts, frame samples can be ordered and shipped to you before you place your frame order. Another option is for one of our framing experts to guide you through the process.

Yes. Everything on our website, including frames, is available to buy separately or as a kit. Once you select your frame, enter the size of your artwork, then select none to remove the default mat board, acrylic and mounting board options.

We don’t sell glass, but offer a selection of custom-cut, museum-quality acrylics, from an economical “standard” acrylic to premium choices including non-glare and UV protective options. At the top of the line we offer UV protective and anti-reflective Optium® Museum acrylic by Tru Vue. All are available as part of a complete frame, or can be purchased separately.

We strongly recommend using a soft cloth and water, or a professional acrylic cleaner, which we carry. Never use an ammonia-based glass cleaner as it will reduce the clarity of the acrylic over time. We also offer an acrylic cleaning kit, which contains everything you need to properly clean acrylic.

Some do, some don’t.

All of our metal frames are mitered, but are shipped to you unassembled. Quick and easy-to-assemble hardware is included. All you need is a screwdriver.

With our wood frames, we join and fill the corners unless you specify otherwise. Your artwork, mat board and backing board (if you’re using), and acrylic can be inserted, then fastened in place with the spring clip hardware provided, or with a point driver tool (not included). Wood frames can be ordered un-joined, with the frames cut and router holes over the joins. Pins are provided to secure the glued joins (glue not included).

Print-and-frame orders are fully assembled and are shipped ready to hang, unless you specifically indicate that you would rather frame it yourself. Original art can be sent to us for an all-inclusive custom frame service.

“W” is the width of the frame’s face. “H” is the height of the frame, or the outside depth. “R” is the rabbet, or inside depth of the frame. The rabbet tells you how thick the materials you’ll be framing can be–the artwork plus the mat board plus the backing board plus the acrylic. If, when stacked on top of each other, these materials measure less than the rabbet, you’re good to go. If they measure more than the frame’s rabbet, that particular frame cannot be used because it won’t be deep enough.

If you’re framing with wood, we recommend that you secure your artwork within the frame using a point driver or backfill your frame with extra foam board. If you’re framing with metal, this is rarely an issue unless you’re framing works on paper using a canvas style frame. If in doubt, please contact us.

Yes, all assembly hardware is included. For frames bigger than 20” x 30”, we suggest ordering extra spring clips to hold your artwork securely in place. Hanging wire and saw tooth hangers for wood frames can also be ordered.

You will need a clean work surface; a screwdriver; framer’s-grade tape or linen tape; and perhaps some scissors or wire snips. You can find our professional-grade framing tools and supplies under the “accessories” tab on our website. If you’re framing a lot of wood frames, a point driver is strongly recommended. It will save time and energy in the framing process.

We cut to within 1/16th of an inch, the most precise in the industry. It’s called our PrecisionCut™ technology. When designing your frame, be sure to give us the exact measurements of your art to ensure a perfect cut and a precisely fitted frame. Please keep in mind that we do add a 1/8th of an inch allowance to the exact frame measurement so that your artwork fits perfectly within the frame.

For frames bigger than 50 united inches (which is the length and width added together), there will be an extra handling fee charged by the shipping company. We keep this charge separate, as opposed to pricing them with the product.

Yes – we are happy to pass on additional savings for volume orders. If you have a minimum order of 10 custom frames, DIY frame kits or prints with frames, using exact sizes and material specifications, we offer a volume discount on such orders of 10%. This discount will be applied to your entire order and cannot be combined with any other promotional offers or coupon codes.

For extra-large projects, please contact our Customer Service team for special pricing and accommodations.

At checkout, our website will prompt you to enter a coupon code, which may have been included in one of our emails. The coupon code will be applied to your purchase. There’s a limit of one code per order. Should you forget to apply your coupon at checkout, we are happy to issue a store credit for the difference towards your next purchase in your account at AmericanFrame.com.

Yes. Please indicate in the notes section of your order that you’ll be forwarding a drawing of the way you want your mat board’s openings to be cut. You can make your drawing by hand, or on a computer. Read our blog post for instructions on how to create the drawing. Once complete, please email your drawing to procut@americanframe.com

Change your mind? Once your order is submitted, you will be sent an email confirmation stating we have received your order and will soon start producing it. Because we work quickly, we ask you to immediately review the order details to ensure accuracy. If you would like to cancel or make any changes, please notify us within two hours of receipt of this confirmation to avoid interruption of service or additional fees. Our fee schedule is as follows: Changes made within 2 hours of placing your order can be made at no charge. A $7.00 change order fee will apply afterwards. Once your order enters production, changes or cancellations are subject to a 20% fee. Changes or cancellations made after your order has been produced and packaged will be charged 50% of the order total. Once shipped, all sales are final.

If you want to modify your order, please call our customer service line as soon as possible. We will certainly try to make the modifications without significant additional expense. One of our customer service agents can validate a job’s status with a simple phone call to 800.537.0944.

Sometimes, accidents happen. When they do, we want to make things right. If you have a concern about your order, contact us at customer.service@americanframe.com or 800.537.0944. When emailing us, please include a photo of the incorrect or damaged item. Be sure to keep all materials including the original packaging in the event we need to file a damage claim with the carrier. If we need the item back, we’ll send you a return shipping label. In any case, we will expedite a replacement for you.

If you receive this message it means we do not have enough stock to fullfill your order at this time. Please contact Customer Service for additional options to fullfill your order.

For tax-exempt organizations, please ensure you log into your account and submit the necessary documents for approval BEFORE making your purchase. Unfortunately, we are unable to refund taxes on orders already processed. If you would like assistance, our Customer Service team will be happy to guide you through.

Yes. While promotional cards expire, gift card purchases do not. Please provide the number on the card and we will help you determine its value and apply it to your next order.

Need Assistance?

If you have questions not answered here, please reach out to us. We are happy to assist.


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