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FAQ

Do not hesitate to contact us if you can't find the information you're looking for in this section.

When will my order ship?

Most orders ship on the next business day, however, we cannot guarantee this for all orders. If we run into a delay of more than a few days we will contact you for instructions. Please contact us if you need same day shipping or have a specific deadline requirement.

How long does it take for my order to arrive?
Orders ship from our warehouse in Worcester MA, 01605 Fedexground offers 1-5 business days service to most locations in the continental United States. Please click here for the Fedexground service map. Fedex next day, second day and 3 day services are also available. USPS Priority Mail and Express Mail service is also available, please visit the USPS website for details on transit times.

Will my order arrive on time?
Without trying to sound insensitive... probably!
The vast majority of shipments arrive on schedule. All Fedex services including Fedexground are guaranteed to arrive within the specified transit times. Priority Mail is NOT a guaranteed service, Express Mail is. That said., guarantees only refund the freight charge incurred and are not valid if delays are due to external events (weather etc...)

It's important to understand that once a package leaves our warehouse it's in the hands of the shipper and we have NO CONTROL WHATSOEVER over what they do with it! Freight companies handle MILLIONS of packages a day and some packages are mis-handled, lost, damaged or destroyed in shipment.

This has important implications, particularly if product is required to arrive on a deadline...

• The freight carrier typically does not notify if there's a problem until several days have passed (if ever!). You are expected to track the shipment and notify us of any delays or problems. It will typically take 24-48 hours for the freight company to confirm that a shipment is lost or damaged, AFTER THEY HAVE BEEN CONTACTED. Until then, we're not authorized to ship a replacement order. If a replacement is required immediately it will have to be purchased. If the carrier confirms that a shipment is lost or destroyed, a replacement order will be shipped at no charge.
• The replacement will ship on the SAME SERVICE as the ORIGINAL shipment. For example, ground shipments WILL NOT re-ship via Express service. Optionally, freight can be upgraded to a faster service by paying the difference in shipping cost. Alternately, a full refund will be offered.
• If the shipment simply arrives late due to carrier responsibility, only the shipping charges will be re-imbursed.

PLEASE CONSIDER THESE FACTORS CAREFULLY WHEN PLANNING A PURCHASE FOR A PROJECT WITH A DEADLINE!

While we will do our best to deal with shipping problems, we will not be held responsible for consequences related to late or missed deliveries. Please allow sufficient time for unforeseen problems.

What about damage?
We design our packaging for the best possible level of product protection within cost constraints allowed (if we shipped orders in $1000 boxes we wouldn't do much business!). The vast majority of shipments arrive on schedule and whole!

That said, it's important to understand that once a package leaves our warehouse it's in the hands of the shipper and we have NO CONTROL WHATSOEVER over what they do with it! Freight companies handle MILLIONS of packages a day and some packages are mis-handled, lost, damaged or destroyed in shipment.

We're fully aware of this and believe the customer should not be required to deal with shipping related issues. We will replace or refunding the cost of damaged product, please see our terms and conditions of sale for complete details.

Generally speaking, you're expected to inspect your order upon receipt and advise us of any problems within 7 days.
We'll handle all claims and replacement/refund issues from there.
If a package is visibly damaged upon delivery you can also refuse to accept it and it will be returned to us.

A lot of our products contain glass. Glass is fragile and WILL break if it receives unexpectedly rough handling. Packages should be inspected CAREFULLY since they MAY CONTAIN BROKEN GLASS which is sharp and cause injury.

p.s. We're often asked "why don't you use Fragile labels". The reality is that nobody in the freight business reads them anyway ! A true (amusing?...) story. Our freight driver was once handed a re-ship package of glass for a customer (he knows what we sell), we told him, please take care of this one it's a re-ship. His comment as he threw the box 10 feet into the back of the truck... "hope you packed it well!"!

Can I return my order?
We only allow returns on orders under $99. For detailed information please refer to our terms and conditions.

Orders under $99 can be returned for a full refund, including outgoing shipping charges, provided you contact us within 7 days of receipt of the shipment. Exceptions do apply so please see the Terms and Conditions page for details.

Orders over $99 are not returnable.

This policy is intended to allow maximum flexibility to evaluate our products. There's no need for us to ship you 100 frames to see if they're suitable for your application!

Do I have to order online?
We Love the internet, but we're also aware that not everyone may be as enthusiastic as we are!
We accept orders over

• the phone
• via fax, email
• and even snail mail (physical letters). 

Do you really have customer service?
We have a real, live, knowledgable customer service presence Monday through Friday, 8AM to 5PM Eastern Time.

Whether for information, quotes, orders or general questions please feel free to call us.

If the service is temporarily unavailable (due to call volume etc.) you will be routed into voicemail and we will contact you promptly.

You can also contact us via e-mail (probably the best method since the phone can often lead to a game of phone tag...)

What's the Free Shipping Offer?
We offer free shipping via Fedexground or the USPS, at our discretion, on orders over $99 shipped to a valid destination in the contiguous United States (lower 48 states).

PO Boxes do not qualify since Fedex is not allowed to deliver to a PO Box (only the USPS can deliver to a PO Box).

The offer does NOT apply to destinations outside the contiguous United States,that includes...

• Alaska
• Hawaii
• Puerto Rico etc.

Are volume discounts available?
Discount options are clearly indicated on our website.

• Tiered pricing is offered on many items.
• Orders over $99 include free ground shipping within the contiguous United States, which is a substantial discount (yes there's really no such thing as "free shipping", we're just paying it for you - if you ever hear about a shipper that works for free we'd LOVE to hear about them!)
• If you intend to order over about $750 it may be worth contacting us. Depending on the product/mix of products, packaging requirements and shipping destination we may be able to offer a lower price.

What forms of payment do you take?
We accept payment via...

• Credit Cards (Visa, Mastercard and Discover)
• AMEX via Paypal Checkout option ONLY (or by phone)
• Debit cards
• Paypal
• Checks and money orders.
  • Orders paid by check or money order will ship only after funds have cleared.
     
• We Do NOT accept COD orders.
• We Do NOTsell on terms.

Do you accept Purchase Orders?
We accept Purchase Orders, however, we do NOT sell on terms so payment will be required via Credi/Debit card or check. Orders paid by check will ship only after funds have cleared. We're a direct e-commerce merchant and strive to offer the best value possible to our customers. We've found that collecting funds from sales on terms is simply too cumbersome, time consuming and costly. We don't maintain a dedicated billing/collections function within our organization. Credit/Debit cards and variations thereof have become ubiquitous in our society. We're not a bank, so if your bank won't give you credit why should we?

How are payments processed?
Transactions are processed in real time upon checkout. You will receive a confirmation from authorize.net or Paypal if the transaction has been approved. A decline means the transaction has not been approved and your order will not be processed. If you're paying by check, we'll hold your order until we receive your payment. Credit card payments are processed via authorize.net, one of the leading processor of electronic transactions. Optionally, credit cards can lso be processed over the Paypal network (this is your choice on checkout). American Express payments are only accepted via Paypal (due to exhorbitant fees we would otherwise incur from AMEX).

Is buying online safe and secure?
We've been involved in e-commerce since 1995. We've never had a single security related issue. Consider how this works... Your financial information is processed on our secure (SSL) server. That essentially means that all transmitted data is encrypted for complete security. The transaction is then processed in real time on the authorize.net or Paypal networks. Your credit card information is never actually recorded anywhere. Compare to faxing in your info (on a piece of printed paper) or giving it to someone over the phone.... Clearly there are fraudsters online (as everywhere), it's always a good practice to be suspicious of vendors who "hide" behind an 800 number (difficult or impossible to actually determine who you're dealing with). We're proud to include our full contact information - we even have directions online if you want visit us!

Can I get samples?
We don't offer free samples.
Orders under $99 can be returned for a full refund so that products can be evaluated risk-free.

Do you have a catalog?
We don't print a catalog. It's expensive and (in our opinion) marginally useful. We're specialized in e-commerce and also strive to be environmentally responsible . Our website offers more detail than would ever be possible in a printed catalog. We also update our store on a regular basis. For hardcore fans of paper (and we know you're out there!) - there ARE printable catalog pages available on our website - so knock yourselves out printing on-demand!

Privacy
All customer information is kept strictly confidential and is never offered to third parties.
We do NOT endorse spam. You can subscribe and un-subscribe from our opt-in newsletter at any time.
We do not store billing information online. If there is a change to an order customers must contact us with their billing information in order for adjustments or refunds to be processed.

END FAQ

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