FAQ's

17 Questions

• 1. Are your frames measured by the opening size or the outside dimensions of the frame?

  Our frames are measured by the opening size. For example, if it says that the frame size is 11x14, that means that the frame will fit an 11x14 photo. The outside dimensions of the frame will be bigger than that.

• 2. What are your shipping rates?

  Our shipping policy is as follows. Your first item is $8 to ship and every additional item in the same order is another $2. Items larger than 24x36 are more expensive to ship. Those rates are determined based on the size of the frame and the location of where it is being shipped to.

• 3. Will my photo be cut off by the mat/frame?

  Your photo will be cut off about 1/8"- 1/4". This is because the frames and mats have to overlap the photo in order for it to be able to stay in the frame. If you order a mat with an 11x14 opening, it will actually be cut 10.75x13.75.

• 4. What is the turn around time?

  After we receive an order it usually takes about 2-5 business days for it to ship out. Shipping times vary based upon your location. We assure you that we work as hard as we can to get all of our orders out in a timely fashion.

• 5. When I upload a photo to be printed and framed how can I be sure of the quality?

  Here at ArtToFrames, customer satisfaction is our number one priority. If the quality of your printed photo is not perfect, we will call and let you know before we frame it and ship it out to you.

• 6. Do you have a storefront?

  Yes! We are located at 770 5th Avenue between 27th and 28th streets in Brooklyn NY, 11232. One of our framing professionals will be here to assist you with your custom framing needs 5 days a week.

• 7. If I come into the store will the prices be the same as online?

  No. When you come into our store, a lot of time and effort is put into helping you choose the perfect frame for your art. Therefore, the prices will vary.

• 8. Can I just get my photos printed without framing?

  No.

• 9. Does plexi glass look different from regular glass?

  There are virtually no differences, in terms of appearance, between plexi glass and regular glass.

• 10. Why do you not ship regular glass bigger than 16x20?

  As is always the case when shipping fragile materials, there is a chance that it could break. If we were to ship a piece of glass that size, it is almot definitely going to break. We use plexi glass for larger sizes because it is sturdier and is not as fragile.

• 11. My order arrived damaged. What is the next step?

  As per our company policy, if your order arrives damaged and we are notified within 30 days of receipt, we will gladly send you a replacement for the damaged item free of charge.

• 12. My plexi glass arrived with scratches all over it. How do I go about getting a replacement?

  Our plexi glass always comes with a protective covering over it. When you receive your order please remove this protective film by peeling it from the corners. If your plexi glass is still scratched we will gladly send you a replacement.

• 13. I ordered a colored mat but the one I received is white. What is the next step?

  When we ship our frames the mats are put in backwards to protect the surface in case the glass or plexi glass should break during shipment. If you ordered a red mat and it arrives white, just open up the frame and turn the mat around.

• 14. Do you sell wholesale?

  Yes! for information regarding wholesale or corporate accounts please contact us at 718-788-6200.

• 15. Do you offer discounts if I buy in bulk?

  Yes! For orders with 10 pieces or more please contact us at 718-788-6200 for specific quotes.

• 16. What is your return policy?

  If you are not satisfied with your order you can always return it within 30 days for a refund. Just ship it back to us wth your order number on the outside of the box and the invoice inside, and when we receive it back we will issue you a refund minus the shipping charges.

• 17. What are your hours of operation?

  We are open Monday through Thursday from 9-5 and on Fridays from 9-2. You can contact us at 718-788-6200 or send us an email to cs1@arttoframes.com and someone will get back to you within 1 business day.