Returns & Exchanges

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.

Because your order is custom cut to your exact specifications we are unable to accept returns of frames, mounting boards, mat boards or acrylic. Unused framing tools are returnable up to 30 days after your invoice date.

For any returnable items you’d like to ship back, for your convenience, we will gladly send you a return shipping label and deduct the cost of it from your refund. Please contact Customer Service to make that arrangement. Please note, we are only able to send return shipping labels within the contiguous United States.

We typically process returns within 2 - 8 business days of receiving the returned items. Refunds are issued via the original payment method. Credit card refunds may take 2 - 3 business days before posting to your account.

New orders are considered separate transactions. Rather than waiting for the exchange process, you’re welcome to purchase any replacement items while your return is being processed.

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.

Please contact our Customer Service Team by phone at 800-537-0944 M-F, 8:30AM-5:30PM, Eastern.

Need Assistance?

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


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