Frequently Asked
Questions

How long will my order take?

Digital Upload orders ship within 1-5 days. You’ll receive an estimated delivery date in your Order Confirmation email, and you can track your order status on your account page at any time.

Physical or Mail-In Item orders ship within 5-10 days after your art is fully received in our factory. You’ll receive two email notifications—one informing you that your art made it safely to our factory and another email notification with an estimated delivery timeline once your art is fully received in our factory. You can track your order's status in your account page at any time.

Please allow an additional 1-3 days if utilizing our Designer's Choice Service and if our factory team has clarifying questions on framing your art.


What’s the status of my order?

You can view the delivery timeline for your order from your account page at any time.

Digital Upload orders will receive a delivery timeline immediately after purchasing.

Physical Item orders will receive a delivery timeline once your art is fully received by our factory team.


What if I need to change my order?

If your frame hasn't shipped yet, you still have time to modify almost anything about your order including:
Final Shipping Address
Gift Note
Frame Style
Mat Style
Layout

A member of our team will need to make any adjustments. Reach out to us via email, and we’ll make it happen!

Applying any of these changes may increase the turnaround time for you to receive your finished frames.


What if I’m unhappy with my order?

Your happiness is our top priority, and we're proud to offer a Happiness Guarantee. If you’re not 100% happy with your order for any reason let us know and we’ll make it right.

Contact us here, and a member of our Support team will follow up shortly to resolve your issue.

Can I send a gift with Framebridge?

Absolutely! There’s nothing more thoughtful and personal than a custom framed gift.

You can add a personalized gift note to any order in your cart during checkout, and we’ll ship your order (for free!) directly to the recipient. To ensure a delightful unboxing experience for your gift recipient, we never include pricing information in the box.

Click here to browse some of our favorite foolproof frames for photo gifts, and here for more great gifting inspiration.


Do you offer gift wrap or gift packaging?

If you’re looking for a beautifully packaged, ready-to-gift frame, we recommend choosing from this collection of photo gifts. Each arrives in its own bright gift box!

You can always add a personalized gift note to any order in your cart during checkout, and we look forward to introducing additional gift packaging options soon.


How can I personalize my gift?

In addition to gift notes and boxes, you can further personalize your frame with our engraved Brass Plates and Story Pockets.

Brass Plates are engraved with your own custom text (up to two lines, 25 characters per line). They offer an added special touch to your overall design and are perfect for displaying dates, names or short phrases. They are available only on select frames for an additional charge of $25.

Story Pockets are printed messages (up to 650 characters) that are tucked into a secret envelope on the back of your frame. They are wonderful for recording personal stories, memories, jokes and can also be used to stash receipts or certificates. They are available for an additional charge of $5.

Many of our Quick Ship Gifts come with Brass Plates or Story Pockets at no extra cost!


Will my gifts be delivered by December 25th?

If you are framing physical art or items (vintage photos, art on paper or canvas, posters, matchbooks, recipe cards, etc.), please place your order by 11:59pm PST on 12/6. Art must be postmarked to us by 12/11 so we can frame and return it to you by 12/25. We recommend you get these orders in as soon as possible! Near a Framebridge store? Drop off physical art or items until 12/20 for delivery by 12/25.

If you are framing a digital upload from your phone or computer, order by 12/20 for delivery by 12/25.

This year, everything in our Quick Ship Gifts collection ships the day after you order—gift box included! Order by 12/22 for guaranteed delivery by 12/25.

Gift cards and some ornaments will be available in stores until 12/24 while supplies last. Check retail location hours here.


Do you sell gift cards?

Yes! Physical & Digital Gift Cards can be purchased & redeemed for store credit here.

Please note, that because gift cards represent a cash-for-cash value, promo or discount codes cannot be applied toward the purchase of Gift Cards. All Gift Card purchases are final.

Physical gift cards are delivered within 5 business days of being purchased. To get a physical gift card delivered by 12/25, order before 11:59pm PST 12/20. You can send an e-gift card via email at anytime!

How do I measure my piece?

Measure the length and width of your piece to the nearest whole inch. Please round up to ensure the packaging we send is the appropriate size. Once your piece arrives in our factory, our team of experts will precisely measure its exact dimensions and build your custom frame.

Pro Tip: If you don't have a tape measure handy, a standard sheet of 8.5" x 11" paper is a very helpful tool to approximate size.


How much will it cost to frame my piece?

Our pricing is based simply upon the size of your piece and ranges from $39-$209. To see how much it will cost to frame your piece, visit our Pricing Page.

How do I mail you my art?

We provide free prepaid packaging to make it easy to mail us your art. All Framebridge provided prepaid packaging and labels should be sent via UPS.

You can either use your own packaging (we'll provide a prepaid shipping label) or we'll send you a tube or flat mailer with a prepaid return label.

Once you've securely packaged your art, drop off your package at your nearest UPS dropoff location.

Want to see how it works for yourself? Click here for a video tutorial.


Where’s my packaging?

Your packaging ships shortly after you place your order and will arrive in 2-6 business days, depending on location. We ship packaging via UPS, and you can find a tracking number for the shipment in your original Order Confirmation email.

If you haven’t received your packaging after 6 business days, please reach out to us so we can investigate.


How do I request new packaging?

If you need new packaging for any reason, fill out this form and a member of our Support team will follow up and send new packaging your way free of charge.


Is my art insured?

The safety and security of your art is our top priority, and we're proud to offer comprehensive insurance.

In the unlikely event that your art is lost or damaged, our Support team will make every effort to replace it.

If replacement is not possible, we will reimburse you for the value of the piece. A proof of value or an appraisal and proof of purchase or ownership would be required. If documentation of your piece's value is not available, we will reimburse you for the value of your artwork up to $300.

To read our full Insurance and Art Care Guarantee policy, click here.


What should I do with my Certificate of Authenticity (COA)?

We recommend that you keep your artwork's Certificate of Authenticity (COA) and only send us the piece that you are framing. That said, we can absolutely create a pocket on the back of your frame to hold your COA.

If you’d like us to create a pocket for your COA on the back of your frame, please note it in the “Special Instructions” box in your cart during checkout.

When you receive your frame, simply insert the COA into the pocket and you’ll always know where it is!


Can I frame my artwork at home instead of sending it to Framebridge?

We’re proud to offer full-service custom framing, and every frame is custom cut and assembled to your art’s exact specifications.

Purchasing custom framing from us includes not just the materials in which your piece will be framed, but the service of framing itself. Part of what you pay for with our transparent pricing is true custom framing: we’ll cut a mat, acrylic and moulding for your frame and then assemble it and finish it with a protective kraft paper backing.

What kind of files can I upload to print & frame?

You can upload a .JPG, .GIF, or .PNG file and we’ll print and frame it for you. The longest side of the image must be under 12K pixels, and the file must be under 30MB. To ensure the highest-quality printing, our website won’t allow an image smaller than 150 dpi (dots per inch). If you need help with your file, reach out to us here.


What size can I print my photo?

The available print sizes for your photo are based upon the resolution of the file you upload. To ensure the highest quality printing, we validate the resolution of your file and only show you print sizes that we know will look great. For this reason, our site won’t allow an image smaller than 150 dpi (dots per inch). Want a bigger print? We recommend trying a higher resolution version of your photo, or reaching out to us for assistance.


How will you print my file?

We print on archival, acid-free, lustre paper using premium inks, and our printers use RGB color mode and the Adobe RGB (1998) color space. We require a minimum image resolution of 150 DPI at printing size to ensure the highest-quality finished print. If you’re having trouble with an image, we can convert a file to those settings if you email us.

If you’d prefer we print your image on matte paper, please note that request in the “Special Instructions” field in your cart during checkout.


Can I change my photo in the future?

All of our frames are sealed with a protective kraft paper backing to protect your art or photo for years to come. Because every frame is custom built to your piece’s exact specifications, our frames are not designed to be opened or for the content of the frame to be updated or replaced.

If you’re interested in the flexibility to change your photo, our Stand-Up Frame Collection is well-suited to easily remove and replace your photo after your order.

How does Designer’s Choice work?

Designer’s Choice is an easy, free service where our talented design team will provide frame and mat style recommendations tailored to your piece and personal style. Whether you need a second opinion or additional assistance with a more complex frame design, our talented team is eager to help.

Within 48-hours of receiving your art, a designer will email you four unique frame design mock-ups, and you pick your favorite!


When will I receive my Designer’s Choice recommendations?

You'll receive your Designer’s Choice proposal via email within 48 hours of our team receiving your art.

For digital uploads, you’ll receive recommendations within 48 hours of placing your order. For physical pieces or mail-in items, you’ll receive recommendations within 48 hours of their arrival in our factory.

Do you ship internationally?

We don’t ship internationally (yet!).

We hope to begin shipping to Canada in the future! Click here to share your email address, and you’ll be the first to know as soon as we launch Canadian shipping.


Do you offer expedited shipping?

Yes! We currently offer expedited shipping on Digital Uploads. Just select “Expedited Shipping” in step 2 of checkout. Pricing and shipping speeds are broken down by the size of your art and your zip code.

We are also proud to offer a collection of Quick Ship Gifts! For Quick Ship Products if you order by 5pm, we’ll print, frame and ship the next day, delivering to you within 5 business days depending on your location.


Can I ship art directly from the art seller to Framebridge?

Yes! Here’s how:

  1. Place your Framebridge order before purchasing your artwork.

  2. While placing your Framebridge order, make a note in the “Special Instructions,” that your art will be shipped directly from the artist. In the packaging selection dropdown menu, choose “I have my own packaging.”

  3. Order your artwork! When shipping to us, the artist or art seller must include your Framebridge Order Number (begins with “R”) in the address, so our factory can match it to your order upon arrival. Have it shipped to:

  4. Your Name + Your Order Number
    Framebridge Factory
    701 S. Keeneland Dr.
    Richmond, KY 40475

  5. When your art arrives, our factory will match it to your order and notify you that we’ve received it.

How can I return or exchange my order?

We’re proud to stand behind our Happiness Guarantee. If you’re not 100% happy with your order for any reason, let us know and we’ll make it right.

To get started, fill out this form, including pictures and as much detail as possible, so our team can get your replacement taken care of quickly.

For Digital Uploads, we’ll send you a new frame in days. Don’t worry about returning the original.

For Physical Item orders, we suggest holding onto the packaging your original order came with, so you can quickly ship the piece back to us (we’ll send you a return label). If you’ve thrown away the packaging, no worries! Select “Return Package Kit”, when filling out the Return form, and we’ll send you new packaging.

If you have any questions about this process, we’re always happy to talk through them first!


Can I have my order sent to multiple addresses?

We do not currently support the ability to ship frames within one order to multiple unique addresses.

In order to ship to different addresses, you must place a different order for each address.

If you’ve already placed an order, get in touch with a member of our team, with the address details, and we’ll do our best to help.


Do you require signatures for delivery?

We do not currently require signatures for delivery. Signatures are left to the discretion of the UPS driver.

If you would prefer a secure delivery, we recommend signing up for UPS My Choice, which allows a range of customizable features, including:

  • Reroute or reschedule package deliveries
  • Get estimated and confirmed delivery windows
  • Track and manage multiple packages at once
  • Receive real-time delivery alerts
  • Follow your delivery on a live map
  • Leave driver instructions
  • Plan deliveries around your schedule
  • Route packages to a UPS Access Point™ location for convenient pickup

Do you have retail stores?

Yes! We currently have Framebridge stores in Washington, DC (14th St. & Bethesda Row), Brooklyn (Williamsburg), and Atlanta (Buckhead & Westside Provisions). Click here to see if we have a location near you and to track our future expected store openings.

See this video to learn more about how our stores work.

How do I design a gallery wall?

We love gallery walls! You can design your gallery way in two ways—choosing a predesigned gallery wall layout for your digital photos or creating a totally custom gallery wall.

Our predesigned gallery walls come with life-size hanging guides that tell you exactly where to put your nails on your wall and make it easy to hang in 10 minutes or less. Our Gallery Wall Consultation service can help you design a custom gallery that may include your own design, framed physical pieces, or can complement existing structures on your wall. See here for videos about gallery walls to inspire your experience.

“Can you frame X?” Our customers are always asking what creative things we can Framebridge for them. The truth is you can Framebridge most things up to 32" x 40" and 1/2" thick. This means canvases, 3-D objects (great for float mounting), newspapers, magazines, scarves and more. For a full list of things you can Framebridge click here.


Can I frame multiple items in the same frame?

Yes! Whether it is multiple digital upload photos in one frame, multiple physical pieces of art or objects, or a combination of the two, we can frame multiple items in the same frame. Click here for more info on digital uploads, and here for float mounting multiple items in a frame.


Can I frame a scarf?

Yes! We can frame square scarves up to 32" x 32" or rectangular scarves up to 32" x 40". To prepare for your scarf, we first steam it and then lightly sew it to the top of a mat to look perfect.

How do you recommend I hang my art?

We make it easy to hang and enjoy your framed art! All our frames come with appropriately-sized hanging hardware and everything you need to easily display your frame.

Click here for a great breakdown of the best tips & tricks for hanging your art. For more hanging inspiration — visit our blog or YouTube channel.


Do you offer frames that stand?

All of our frames are designed to hang on a wall and come with pre-installed hardware to do so. That said, we do sell frame stands for our Small and Extra Small size frames. These come in Brass and Gunmetal Gray, cost $15, and can be added to a frame before it’s placed in your cart.

Additionally, each frame in our Stand-Up Frame Collection is designed to stand on a tabletop or hang on a wall. They’re perfect for gifting!


How do I clean and care for my piece?

We recommend a dry microfiber cloth or soft cloth towel to clean your framed art. If you’d like to use a cleaning solution, we recommend water with a drop or two of dish soap. Please avoid using any cleaners that contain bleach to prevent damage or discoloration to your frame.


How do I request additional hardware?

Reach out to us and we will ship you any additional hardware you may need for free (typically ships within 1-3 business days).


Can I order a frame with a removable back?

All of our frames come sealed with a custom, kraft paper backing to protect your art from dust and moisture. The backs are not constructed to be removable so that we can guarantee the protection and longevity of your art for years to come.


When ordering multiple frames, how do I ensure that they will all be the same size?

If you want your frames to be exactly the same size, you can specify your ideal size in the “Special Instructions” field in your cart at checkout, and we'll ensure a uniform final frame size for all.

What payment methods does Framebridge accept?

We accept all major US credit cards (Visa, Mastercard, American Express, JCB, and Discover), as well as Apple Pay, PayPal, & Affirm.

We do not accept non-Framebridge gift cards or international credit cards.


How do I redeem and apply my gift card balance?

Two ways!

Option 1: Click here, apply the code (begins with "G"), and then use the Store Credit when checking out.

Option 2: On the payment screen at checkout, click "Redeem a gift card", and your Gift Card balance will automatically apply to your order.


How do I redeem my Zola Gift Card?

We’re thrilled to partner with Zola to offer custom framing credit as a registry gift! Here’s how to redeem your Zola Gift Card:

  1. Login to your Framebridge account here.

  2. Browse our site and select the items you’d like to frame.

  3. When you’re ready to checkout, click “Apply a promo code” on the Payment Information page.

  4. Enter your Zola Gift Card code into the promo field and click apply.

  5. Refresh the page, and you should see a checkbox appear to apply your available store credit to your current order.

  6. Any leftover store credit will be stored in your account and available to use towards future purchases.


Can I split payment with two different cards?

We do not allow orders to be paid for with two different forms of payment.

If you’d like to split your purchase into multiple payments, we recommend considering our payment partner Affirm.


Does Framebridge offer tax exemption?

Yes. While we currently do not have functionality to automatically recognize tax exempt accounts, we will review and process eligible tax refunds accordingly.

Please email us with your order number(s), and resale certificates/other tax exempt forms, and we can adjust your order.

Do you use glass?

We do not use glass. We use acrylic as the glazing for your frame. Our acrylic is lightweight and beautifully clear, while offering superior UV protection and shipping durability.


What are your frames made of?

We source the best materials available like wood mouldings, acrylic glazing with UV protection, and acid-free mats and foam core. Premium is our starting point. For a full overview of all our materials, click here.


What kind of mats do you use?

All of our mats are acid-free to ensure the long-term preservation of your art. Our standard mats are 4-ply and available in a variety of colors. If you’re interested in specialty matting, we're proud to offer 8-ply and linen mats for an additional $25.

To add speciality matting, click “More Mat Options” when previewing any of our frame styles.


How will my art be protected?

We use the highest-quality materials and framing techniques to ensure the long-term safety and preservation of your piece. We use acid-free mats and foam boards to prevent discoloration over time, acrylic with UV protection, and seal every frame with a protective kraft paper backing to keep out dust and debris.


How will you mount my art?

We mount your art on acid-free foam core backing which keeps the work smooth and supported. We dry mount most pieces using a reversible heat activation process, but will also float mount, hinge mount, or even sew original works or textiles to a mat board for mounting.


How can I personalize my frame?

We offer two unique add-ons to further personalize your custom frame: engraved Brass Plates and Story Pockets.

Brass Plates are engraved with your own custom text (up to two lines, 25 characters per line). They offer an added special touch to your overall design and are perfect for displaying dates, names or short phrases. They are available only on select frames for an additional charge of $25.

Story Pockets are printed messages (up to 650 characters) that are tucked into a secret envelope on the back of your frame. They are wonderful for recording personal stories, memories, jokes and can also be used to stash receipts or certificates. They are available for an additional charge of $5.

Learn more about our personalization options here!

Framebridge is pleased to partner with artists of all types to make it easier to frame their art or recommend our frames. Additionally, we have feature artists in a print shop, and partner with businesses to provide frames for their spaces.


Do you offer discounts for artists, photographers, or interior designers?

We’re proud to have an Art and Trade program and to work with so many talented designers and artists.

If you’re a designer interested in learning more and joining our program, click here. If you’re an artist, click here.


How can I become a featured artist?

To be considered for becoming a featured artist, email a pitch to artists@framebridge.com


Do you offer support for corporate orders?

Yes, our Corporate team offers a number of services for corporate orders, including design advice, bulk ordering, and dedicated account management. Learn more about our Corporate program here.

If you have a press inquiry, email collab@framebridge.com. For more information on applying to our Affiliate Program, click here.

How do I unsubscribe from your physical mailing or email list?

To unsubscribe from physical mailings, please fill out all of the information in this form. Removal from our mailing list may take up to 3 months.

To unsubscribe or reduce your cadence of promotional emails, head here, enter your email address, and modify your preferences. You can also click the “Unsubscribe” link at the bottom of the email. Transactional email communications will still send if you make a purchase.


How can I delete my account?

Email privacy@framebridge.com for any account deletion requests.


Where can I view the details from a previous order?

If you placed an order with an Account, you can access your entire order history by logging into your Framebridge account.

  1. Log into your account here.

  2. Click the person icon in the upper right hand corner of your screen to navigate to your account.

  3. Scroll down and click into the different orders to learn more about each one!

If you placed an order using Guest Checkout, there is no single hub for Guest Checkout users to view all Order history details. To find details of previous orders:

  1. Search your email history for any Order Confirmation email from orders@framebridge.com.

  2. Click on the Order link in the email (begins with “R”). This will take you to a page on framebridge.com, which will provide more specific details about the frames purchased from that order.