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COVID-19 Updates

Update on Order Timelines

Our framing factory in Kentucky is now manufacturing personal protective equipment (PPE) for healthcare workers. We are proud to support those on the front lines of the COVID-19 crisis with lightweight face shields designed from acrylic we traditionally use on the front of frames. We're currently scaling production to make thousands of units per day and connecting with organizations in greatest need of this PPE. More information can be found here.  

As we open the factory and shift the majority of our operations to the temporary manufacturing of PPE, delivery timelines have been extended up to 8 weeks for new orders. We're so grateful to our customers for their patience and the broader Framebridge community for their help in making this possible.

The safety and health of our employees remains our top priority. Amid this crisis, we’ve been actively seeking advice from the CDC and other authorities to enact best practices among our workforce and workplace.

The specific actions we’ve taken in the factory and with respect to COVID-19 are:

  • We have changed or shifted schedules so that we lessen the amount of people that are in the studio at one time. 

  • Mandatory handwashing occurs every two hours.

  • Mandatory tool cleaning occurs at the beginning and end of each shift.

  • Doorknobs and door plates are cleaned twice per shift. 

  • We conducted a deep cleaning of all surfaces in the facility, with the exception of computer screens and CNC machining tables, which we excluded so that we did not damage the equipment. 

  • All incoming packages are wiped down with alcohol before they leave the dock. 

  • We have changed our break times to minimize the number of employees in our break areas at one time. 

  • We are not allowing drivers onto our loading dock.  They must remain with their vehicle.    

  • We have changed our time clocks so that employees use a badge to clock-in versus a fingerprint. 

  • Almost all meetings are held in an open area, rather than conference rooms. 

  • We use non-contact thermometers before every shift.  This allows us to safely take the temperature of all employees before they enter the building.  If an employee has an elevated temperature, we will ask them to go home and return when they feel better. They will get Paid Sick Leave for this time.

April 28, 2020 Update

Mother's Day

Mother’s Day has always been very important to us at Framebridge—it’s one of our busiest times of the year.  We love our Moms and revel in the opportunity in celebrating yours!

In updates dated chronologically below, we summarize the actions taken to close and then reopen our factory in response to COVID-19.  We’re now producing PPE, and are expecting an 8 week lead time for orders placed.  Many of our customers have been waiting for several weeks to receive their order.

Because of these significant delays, we made the decision to prioritize all frames in the order in which they were received.  That means this year, we will not be able to guarantee any order’s delivery by Mother’s Day, but have some exciting alternatives we think your Moms will love.

With our Sneak Peek—included with any order—you can send your loved one a digital preview of their gift. By selecting “This is a Gift” at checkout, your Mom (or other loved one) will receive an email letting them know that a gift is coming, with a preview of what it will look like and a personalized gift note from you.

We’ve also created an option to let her choose the frame. You upload the photo, select the size, and add a gift note. She’ll be able to work with one of our talented designers to find the perfect style for her!  

With both of these options, you’ll have something to give them on Mother’s Day and a few weeks later when their frame is finished, they’ll get to experience the gift all over again.

Thanks for your patience as we navigate this moment. We are so very grateful to have you as our customer and to continue having the honor to celebrate meaningful moments in your lives. 

March 27, 2020

We’ve temporarily closed our framing factory at the direction of the Kentucky Governor to close all “non-life sustaining” businesses due to the spread of COVID-19. We are supportive of this decision to keep the community safe, but very cognizant of the inconvenience to you. We remain committed to delivering excellence to our customers within an expedient timeline, but must follow guidance from the government and prioritize the safety of our employees and Kentucky citizens.

This page serves to outline everything we’re doing to ensure continued monitoring, safety, and delivery of current and future orders, but please feel free to reach out to us with any questions or concerns.

Frequently Asked Questions

Should I place an order?

Absolutely! While we have temporarily closed our factory in Kentucky out of direction from the government, business is still running, and we’re really excited to frame something special for you as soon as we reopen.

  • For uploaded digital photos, we anticipate getting back to work in 3 weeks. Anything purchased right now, will most likely get framed in 3 weeks. We’ll email you if that changes.

  • For mail-in items (like posters, artwork, or physical photos), we’re still sending packaging and receiving art sent to us. We’re safely storing your art once received and will email you the moment we’re able to resume work. At this time, we anticipate resuming work in 3 weeks. Anything received at our factory during this time period will begin work then, and should ship shortly afterwards. 

I have an order in process—will that be affected?

  • If you have an order currently at the factory that has not yet shipped to your home, rest assured that it will be secure throughout this period. We will resume work on your order as quickly as we are able, currently anticipated to be in 3 weeks.

  • If you’re waiting for us to send you packaging or if you haven’t sent your art to us, you can still send our way. A small team will be in place to receive your artwork and safely store it until we resume framing. You should also feel free to hang on to it until we resume normal operations. We’ll email you when we’re back in action. 

  • If you have an order in transit to us, we’ll have a small team working to receive those orders—you’ll receive an automated email as soon as they are received at our factory. 

  • If your piece is currently in transit from our factory to your home, please feel free to track it via your account page and automatic communications that have already been sent to you!

While your KY factory is closed, what measures are you taking for your employees there?

Before this mandated closure, we voluntarily closed for four days in order to initiate a broadscale, factory wide sanitation.  Amid this crisis, we’ve been actively seeking advice from the CDC and other manufacturing working groups to enact best practices among our workforce and workplace.

We care deeply about our employees as they are the lifeblood of our organization.  We’re amid a period of severe volatility and uncertainty. During this temporary closure, our employees will receive paid sick leave.  They will still have access to benefits and will be encouraged to stay home in congruence with the direction of local authorities.

I don’t want to go to the UPS Store, but I’ve placed an order with you. What should I do?

Additional questions? Please contact us. 

March 23, 2020 – A Note from our CEO

Dear Framebridge Community,

During these unsettling and unprecedented times, the safety and well-being of our customers, employees, and the broader community is on the top of our minds. I wanted to personally reach out and describe some of the actions we are taking to be good neighbors and community partners:

  • We have decided to close our stores temporarily, to encourage social distancing. 

  • It remains our pleasure to serve you at framebridge.com and on our app, and our talented team is committed to delivering the same high-quality, beautiful custom frames you expect. Our design team, including our all-star retail managers, are waiting to assist you virtually with any of your wonderful projects and gifts.

  • As we navigate a lot of uncertainty together, we'll do our best to do what's right, and we hope we're able to continue to share inspiration, joy, and positivity in your homes, feeds and inboxes.

Our business is a life-affirming one—we see your life highlights and the people (and pets and places) you value most. We really believe that by surrounding yourself with things you love you will be reminded to experience more of them. We know many of these things—adventures and education and athletic pursuits—are on hold now. We hope your memories of them bring you some joy until you get out there again. 

Please know we are thinking of you and your loved ones and appreciate the role we get to play in your lives. If you have any questions, feel free to reach out to us any time. 

Susan Tynan

Founder & CEO

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