SendAFrame Help & FAQs

Free Delivery over $49.00

SendAFrame.com is pleased to offer Free SuperSaver level shipping on most orders over $39.00 to the continental 48 states.

SuperSaver shipping arrives in 3-6 business days (might be less if available to ship from the warehouse nearest you!), excluding holidays.  This is not a guaranteed delivery date option however.  At the discretion of the carrier, delivery may extend up to 8 business days for rural areas.

SendAFrame will make every effort to advise of upcoming conditions.


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Shipping Methods, Policies & Special Situations

We know that you are anxious for your special items to arrive. Your purchases can be delivered as soon as next day !

We guarantee that all in-stock orders for 1-12 pieces, indicated when you place your piece(s) in an online shopping cart by 15:00 CST on regular business days, will ship the same day. Any holiday variations for specific items will be noted IN RED in your shopping cart as well as in your emailed confirmation. In-stock orders of more than 12 pieces may be delayed 1 business day as we may need the extra time to check the pieces before packing and shipping.

In many cases we can ship your order if received by 6:00pm CST. Place your order and give us a try. If don't receive a confirmation within 10 minutes that your order is processing, then shipping will not be done that day. (We don't leave until all orders for that day are processed). Indicate a DELIVERY NEED DATE where prompted upon checkout and we will alert you and/or void the order entirely when reviewed if we can not fulfill your need.

Please be certain to choose the shipping method your package needs and include any special handling information in the SPECIAL INSTRUCTIONS box along with your order.

Orders will be shipped, based upon availability, from 1 of our 6 warehouses located in Northern NJ, Eastern MA, Central OH, Chicago IL, Central AL, or Northern CA.

Holiday delivery pressures (12/17 through 12/24 and the week prior to Mother's Day or Father's Day) or personalization requests may necessitate delayed shipping. You are notified of this at time of order with our RED ALERT cart window messages. We thank you in advance for your understanding and ask that you please order early, adding a minimum of 3 business days to your transit needs and select the necessary delivery option that will guarantee on-time arrival as prescribed by our carrier.

All items not going to the purchaser will be packed as gifts with gift card at no additional charge. A special "no prices" gift receipt will accompany these orders.

We greatly value your repeat patronage and we will do whatever is necessary, including continuing to track your package through its travels, in order for your SendAFrame purchase to be a delight.

SendAFrame offers four shipping options for delivery within the 50 United States. Canada, Puerto Rico and other international addresses are shipped with your own Federal Express account # to direct bill the freight and duties charges. We do not charge any shipping or handling fees. see HELP / INTERNATIONAL ORDERS for more information.

Business days are Monday through Friday, excluding National holidays, as determined by freight carriers.

Please note that the term "shipping" is defined as our transfer to our selected common carrier with the information that you provide us. Although we will make our best effort to monitor and notify you of any delays or problems affecting the delivery of your order, we are not responsible for issues beyond our control:

  • delivery information errors on your part
  • weather delays / acts of God as assessed by the carrier
  • carrier inability to find location
  • pickup expenses from the carrier terminals
  • your additional costs due to late arrival

SendAFrame uses FedEx, UPS and the USPS for shipping. FedEx is our preferred carrier and will be used for all situations as the default agent.

In all order cases, by authorizing an order with SendAFrame you expressly understand and agree that these premium carriers will be viewed as making their best effort for on-time delivery and their rules and policies will be passed on to you as prescribed by them. In the case of lost, damaged or stolen shipments, carriers are allowed a 5-business-day period from their "last scan" to locate or examine contents before insurance claims will be honored.

To our friends shipping to Military, APO addresses and PO Boxes: We will use the USPS for shipping to you. Please allow an additional 3-14 days to delivery times for USPS processing.  In all such cases, a record acceptance by the USPS will be our only obligation of confirmed delivery as we are not able to secure signature/delivery tracking in these cases.  Please note that, at this time, the USPS is extremely slow and difficult to work with in cases of delivery irregularities.  Be prepared for a minimum of 10 business days for the USPS to work on any claims that need to be filed.  We strongly recommend giving us a street address for deliveries wherever possible and permit us to spend the extra money (cost you nothing) to ship via FedEx.  But if you need USPS shipping only, we will gladly comply.


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Shipping Costs & Timing

Shipping costs (per destination) and arrival times are:

SuperSaver: 3-5 business days (might be less if available to ship from our warehouse nearest you!), excluding holidays (often arrives in 4 or less). $7.95 1st item/set (discounted from $9.50-$13.25); $2.95 each additional item/set; $3.95 1st print; $0.25 for each additional print. Prints at this level are shipped via the USPS, priority mail. This level is free for all orders over $39 per delivery address.

Extra-large/oversized items may have a nominal ground surcharge added to cover FedEx additional fees.  These items will be noted by not having AIR option availability.

This is not a guaranteed delivery date option however. At the discretion of the carrier, delivery may extend up to 8 business days for rural areas or outside the US 48 States. SendAFrame will make every effort to advise of upcoming conditions.

3-day: Three business days (or less) by 16:30 (19:00 in some areas), guaranteed, usually by air, when ordered before 5pm EST, excluding holidays. $11.95 1st item/set (discounted from $10.75-$15.80); $2.95 each additional item/set.

2-day: Two business days (or less) by 16:30 (19:00 in some areas), guaranteed, usually by air, when ordered before 5pm EST, excluding holidays. $17.95 1st item/set (discounted from $19.45-$23.75); $8.95 each additional item/set.

Next Business Day: Next business day (but not Saturday) by 16:30 (19:00 in some areas), guaranteed, usually by air, when ordered before 5pm EST, excluding holidays. $28.95 1st item/set (discounted from $28.50-$42.50); $8.95 each additional item/set.

Next Business Day AM Priority: Next business morning (but not Saturday), usually by 10:30, when ordered before 5pm EST, excluding holidays. (not available to all locations) $48.95 1st item (discounted from $85.00 - $78.00); $12.95 each additional item. This is a very expensive routing method. Although not more difficult to us, the cost is the FedEx charge to have a special courier make the run to your location. Please reserve this method for "need to have" situations only.

Saturday delivery: If you are ordering on a Friday and would like Saturday delivery, this is an available option to many US cities. It is pricey (think: "courier going to your house" !) - and we only pass along the surcharge to your order. Please choose Saturday delivery only if it is Friday and you are needing next day delivery. We will confirm shipping by 7pm on Friday via email.

Please note: SendAFrame never charges for handling. Super handling of your important purchase is why you continue to have confidence in us. We believe the freight charges are as close (or below) and fair to our cost as we can approximate in our automated shopping cart. If you believe otherwise, please note this in the SPECIAL INSTRUCTIONS upon checkout and we will re-examine your charge against the actual expense.

It is impossible for us to exactly quote the actual shipping costs, but we never want you to pay more than actual cost. We do not make any money on shipping charges. If you have your own FedEx account #, we will be pleased to use it for your shipment and have FedEX direct-bill you. Indicate this when you choose a shipping choice. You then won't have any shipping charge from SendAFrame - your charge will be billed by FedEx directly and you pay them directly.
 


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Shipping to Hawaii & Alaska

To our friends in Alaska and Hawaii: An additional shipping charge of $22.50 per $100 will be added to your order to help defray the actual freight expenses to you which are significantly higher.

Again, if you have a FedEx account #, we will be most pleased to have FedEx bill you directly for the actual charges.

In all cases, actual delivery time may differ from those suggested by our drop-down choices. [Expect AIR options of 1, 2 or 3 days "guaranteed" to actually have added as much 2 additional days for actual in-transit times and THEN delivery; 3-5 day delivery method may actually be as much as 8 total business days for delivery].

If timing is critical, please contact us directly via email or our LIVE HELP (the small box at top of each webstore page) so that we can get a "firmer" delivery time for you from FedEx. Your understanding is appreciated.


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International Orders

To our friends in Canada, Puerto Rico, The Virgin Islands, and Major Cities Around the World: We gladly make shipments to you for orders over US$75. Shipments will only be made with your carrier of choice, charged to your own account for direct billing to you.

In an effort to make your cost as low as possible, we ship all orders using your own Federal Express account #.  Charges are then REAL charges directly from the carrier;  you become directly responsible for the transportation charges, duties and tariffs (if any) imposed by your local agencies.

Using your own Federal Express account # for direct billing of shipping and duty charges (if applicable) insures you will receive your low FedEx price for shipping costs.

If you do not have a Federal Express account #, you can open an account online at
Federal Express (Select your location and then choose MANAGE MY ACCOUNT / OPEN AN ACCOUNT).

International orders:

  • over US$250 will receive an additional 5% discount;
  • over US$500, an 8% additional discount;
  • over US$1000, an additional 12% of order
  • all above to be applied manually when we process your order after submission (we ONLY charge you card after we actually ship - you will only be charged the discounted net)

When completing your order in our shopping cart, you will see the prompt to enter your Federal Express Account # at the "checkout" page where delivery service type is requested. Entering your account # and choosing a service type specifically authorizes us to ship with all delivery charges billed to that account #.

Again, all freight, insurance and duties will be billed directly by Federal Express to your account.

If you have requested a carrier other than FedEX (UPS. DHL, AIRBORNE, etc) or your account is not approved by the US headquarters of FedEX, we will email the exact address of point of origin for you. In this case, please then contact your freight carrier to schedule a Pick-Up of the shipment using your own account.

We will continue to process your order and upon receipt and verification of this CALL TAG information, we will complete your order for shipping.

We will pack all items for export and prepare all necessary and required documents for your freight carrier, notifying you of any details needed.

We do not charge at all for the excessive document processing, packing, handling fees, etc. in the preparation of your international package. We will make every best effort to ship your order on time, in a quality manner.

However, as international shipments incur non-refundable shipping charges and fees, you specifically agree to be completely responsible for all such charges in every and all situations that may arise as a result of your shipment. This specifically includes, but is not limited to, the payment of duties, customs charges, insurance, brokerage charges, and any fees for return or forwarding that the carrier applies to the shipment.

All actual freight, insurance, duties and tariffs imposed by your local jurisdiction subsequently billed to SendAFrame due to non-payment by customer will be re-billed to the customer's bank card account plus the fees for non-payment by the carrier. SendAFrame reserves the right to hold additional funds, usually 40% of an order value (for Ground Service; more for EXPRESS), until we receive acknowledgement that the fees and duties have been paid by you.

Unpaid freight or duties invoices that are passed to us will be charged to you with an additional minimum 20% administration surcharge plus any FedEX processing penalties.

IMPORTANT: International shipments can be expensive! There is no relationship between the value of your order and the charges that will be billed to you.  FedEX charges go by distance, weight, and size of the carton(s). PLEASE review the estimated charges at www.fedex.com for your order "item type" and country we will be shipping to.  Assume 1.0 lb for each item and shipping from US postal code "07072". Using your account # in the estimate process will apply any discounts available from the carrier. If you need more details of the shipment (estimate of weight and carton sizes), please request this of our Customer Service department prior to placing your order.

It is specifically understood and agreed that SendAFrame's liability will at no time be above the actual price paid for the item(s), and in this case, due to our error only. It is further agreed that any charges not paid to the freight carrier will be applied to your original method of payment as a delayed payment for services rendered on your behalf. Submission of your order will serve as your acknowledgement and agreement of these terms in full.


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Returns & Damages - TERMS & POLICY

For over 33 years, our "advertising plan" has been our customer's complete satisfaction. Its the only way we know to get you to recommend us to others.

If you desire to return your item purchase, you may do so within 21 days of delivery for a full and cheerful merchandise refund to your original method of payment (Holiday period, we extend to 30 days so that return of gifts are easily accommodated).

Please inspect your order's contents promptly upon delivery. If contents have arrived damaged, contact us immediately as described below so that we can process an insurance claim and start the process of free replacement quickly. It is important that we be notified within 14 days of receipt as insurance does not cover any period longer than this. Thank you for your understanding.

Important Limitations: printed photos, personalized items and special ordered products (including but not limited to: CustomCut frames, items with component assembly, items not originally available at time of order that were special ordered for your order in excess of $200 value and engraved items), may not be returned for refund nor credit.  If an error has been made in fulfillment of your order, we will replace with a fully corrected order and pay for return of the incorrect shipment.

While we make every possible effort to photograph and describe our pieces accurately, some variations are beyond our control for which we can not be responsible. Examples of such variances include, but are not limited to:

  • colors variations that may differ from descriptions and monitor-to-monitor;
  • border edges that extend over prints where the glass is accommodating the size indicated;
  • material structure that may slightly differ due to hand manufacturing;
  • insert types for books that are factory wrapped by the manufacturer;
  • manufacturing hallmarks on branded items, especially fine sterling silver;
  • differences in genuine leather or leather grains and/or color - especially on backs of frames;
  • hardware parts attached to items that vendor has changed without warning;
  • engraving styles that differ slightly from the online reference samples

Important (especially first time customers): In order to keep our prices low, in addition to the shipping charges, approved returns of discontinued items, returns past the 30 day allowance (until January 15 for December purchases), 50% or more of an order's total value, returns in excess of $250, or items returned without their original packing seal may be subject to a minimum 20% restocking fee (25% for returns of over 24 pieces). Items returned in less than original condition are subject to additional charges levied at the sole discretion of the Returns Supervisor.

In these instances, customers often ask "why a re-stocking" fee? It is because 1) we send all returns back to the factory where they are gone over and re-packaged so they may be sold again (or not) and 2) orders over $250 require additional 'fragile item' insurance coverage that we did not charge you for.

Items returned with damaged original packing will be subject to a minimum 50% restocking fee - and might be a complete denial of credit. Items received in damaged condition without prior communication will be documented for your claim to your insurance carrier.

Consideration and waivers are ALWAYS made for customers with an order history with us - or customers asking for a store credit.  Please don't be afraid as a previous customer to ask about ordering pieces on approval so that you can view them in your home and see if they work for you. However, please order carefully and ask questions prior to placing an order if you are unsure about the item(s) you are considering.


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Returns & Damages - GETTING ACTION

2 EASY STEPS TO MAKE A RETURN or REPORT DEFECTS & DAMAGES

#1 - Contact our customer service department. If you are reporting damage(s), we will make free replacement, often without the need to return. Damaged pieces that you want bank card credit only for do need to be physically returned.

LIVE HELP: The easiest way to contact us is at www.SendaFrame.com and click on the LIVE HELP blue box from any store page. Our LIVE HELP is staffed by employees during all business hours.

Via EMAIL: service@sendaframe.com (if not clickable, please
copy/paste into your email program) with the information below:

  • Your name
  • Order ID# (should be on all correspondence)
  • Description of merchandise, problem, etc.
  • Would you like credit or replacement?

Your packing slip will provide most of the information needed - or refer to the YOUR ACCOUNT / ORDER HISTORY section of www.sendaframe.com (login may be necessary) for reference.

#2 - FOR RETURNS: you will receive a Return Authorization code (RA #) and instructions via email from a SendAFrame.com customer service representative. The code provided must appear in the address section of your package label.

For your security, we recommend that you your return with an insured courier (e.g., FedEx, UPS, USPS Parcel Post) that issues a tracking type receipt - and retain your receipt. This will protect you in-case the package is damaged or lost in transit.

Your refund will be made within 7 business days of merchandise receipt to the same form of payment that the sale was made.

If you are returning a piece because it is damaged, defective or not the correct product ordered and we are were unable to ship you a free replacement, SendAFrame will also reimburse the the same shipping cost as was selected and you paid for your outbound shipment in your credit.

**Pre-Paid Return Labels: SendAFrame's Prepaid label program makes returns cheaper and easier than ever! Many of our items may be returned with our convenient pre-paid label program (return of oversized items is priced at actual ship cost.  Please see your original packing slip for exact cost). Tell us in your RETURN REQUEST that you would like a pre-paid label. We will then email you a printable pre-paid shipping label to apply to your SendAFrame carton - and hand to any FedEX driver, store, or agent.

Utilizing our pre-paid label program incurs a charge of only $7.95 for the first item and 2.95 for each additional item. Label cost will then be automatically deducted from the refund you receive when your return is processed.

For DEFECTS OR DAMAGES: We will open a case for free replacement of your damaged or defective item(s) and EMAIL you instructions on how to file the report so that we can take care of the problem quickly.

Please be sure that email from Service@SendAFrame.com is not being blocked or filtered to spam.  You may need to add Service@SendAFrame.com to your address book.

You should REPLY to the email received.

Most requests for assistance are answered within 12 business hours of submission. In many cases, it will not be necessary to physically return the item(s).

In the case of defective or damaged merchandise, it is expressly agreed that the full extent of SendAFrame's obligation is the cost of replacement. SendAFrame will not, under any circumstances, be responsible for any direct or indirect costs associated with merchandise delivered in less than satisfactory condition beyond this cost of replacement.


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Gift Packing

We take the packing of your gifts going to your recipients very seriously. It is evident that many of our customers purchase from SendAFrame because we don't charge for any of the work in preparing gifts. Always with the same care as if you had done it at home - or nicer!

As we often tell customers: "We don't charge for handling... ...and certainly wouldn't charge for a little paper, ribbon tape and time!"

Unless noted, all items shipping to different addresses than your own are gift packed. There is no charge for this service.

In order to continue offering our low prices, please only request gift packing for that actual purpose.

Based upon the overall appearance of the piece(s), we will prepare the gift with:

Paper & Box
We use our glossy white, heavy stock wrap paper that tastefully fits most occasions. Often the box is the manufacturer's gift box, intended for security and brand recognition. The presentation is finished with color-coordinated ribbons and/or bow.

Gift pouch and paper
Your gift will be artfully wrapped in our signature protective tissue. It is then layered into our mesh prestige pouch and secured with our trademark silken lavender draw-string cord.

Gift Card
We will include your personalized Gift Card with any of the gifts ordered. All cards are attractively handwritten by our "best handwriting associate of the day."

The Gift Card is securely inserted into the gift thereby preventing it from being lost in the packaging.

Not everything can be wrapped
There are a few exceptions to our gift wrapping policy. In order to ensure safe delivery, we are often unable to wrap large items. These few items are designated as such in the item detail. However, we will gladly "gift it up" with ribbon, etc. and enclose your gift card sentiments.

In order to expedite some shipments and insure safety of the pieces (ie: "Glass" frames!), we may elect to have your order shipped directly to you from the manufacturers' warehouse. In that case, the order can not be gift wrapped. In those cases the Gift Card will be sent separately to the recipient.


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Request for additional processing information

It is not unusual for the US bank card clearing center to not provide a match of name and address submitted. In order to maintain our high security, we may ask that you tele-fax or email an image of both your bank card (front) and an additional piece of identification that contains the address we are shipping to (ex: drivers license, company official purchase order, etc).

If able to, doing this in advance will expedite your order.

Our international desk telefax # is US +201-355-1501. Please print your email address on the tele-fax for reference.

Or, REPLY to your ORDER CONFIRMATION email - (to service@SendAFrame.com) - with an image attachment.


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