Your satisfaction is our primary goal. But sometimes, accidents happen. When they do, we want to make things right.
If you have a concern, contact us at customer.service@americanframe.com or 800.537.0944. When emailing us, please include a photo of the incorrect or damaged item, if possible.
If we need the item back, we’ll send you a UPS return shipping label. If the item was noticeably damaged in shipment, we’ll file a claim with UPS and expedite your replacement. Please keep the packaging materials for at least one week in case UPS needs to open a damage investigation.
We understand that occasionally you may need to send an item back to us. Returnable items include:
- Frames
- Mounting boards
- Acrylic with the protective paper backing still attached
The items listed above are returnable up to 30 days after your invoice date. Since your order is custom cut to your specifications, we must charge a 20% restocking fee, plus the cost of return shipping. Unused
American Framer items are not subject to a restocking fee.
Non-returnable items include:
- Cut mat boards
- Printed artwork
- Mat board samples
- Frame corner samples
- Acrylic without the paper backing
We do not reimburse you for the original shipping charge. If you’d like to request a return UPS shipping label via email, we’ll deduct the cost of it from your refund. Please contact Customer Service to make that arrangement.
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.
If you have questions or concerns, please contact Customer Service at 800.537.0944 or customer.service@americanframe.com. We’re here to assist you Monday through Friday 8:30am - 5:30pm Eastern Time.
Please contact us when returning merchandise to make sure that your request is handled as quickly as possible. For faster processing, include a copy of your receipt or packing slip.
Return products to:
American Frame
ATTN: Returns
400 Tomahawk Drive
Maumee, OH 43537
Thank you.