Shipping and Return Policy

Shipping Policy

We ship from Garland, Texas. Currently, we ship to the United States only.

  • We do not have a minimum order size or amount.
  • We strive to ship within 3 business days of receiving your order.
  • Oversized picture frames, components and large quantity orders may require additional processing time. We will contact you immediately if this applies to your order.
  • If you require Saturday Delivery, you MUST contact customer service to make those arrangements, even if you’ve chosen an Express Shipping option.

Most of our picture frames, mat board, mount board, acrylic, and glass products are cut and manufactured to order, and so take a little longer to process than the Nielsen Ready-Made Frames, Lineco Framing Accessories, Clear bags, and storage boxes which are stocked items. If we are out of stock we will notify you.

Express Shipping

We offer Express Shipping options for an additional fee. Please note that the transit time for Express Shipping excludes weekends. For example, if your order ships Standard Overnight on a Friday it will not arrive until Monday.

Rush Fee

10% of order with a minimum charge of $2.50
Calculation of the amount of the Rush fee does not include coupons or gift certificates. The Rush fee is 10% of the total cost of the products in the shopping cart before any special discounts, coupons or gift certificates are subtracted from the subtotal, with a minimum charge of $2.50.

When you add the Rush fee to your order we will move your order to the head of the order processing queue and do everything we can get your order out as soon as possible. It is NOT expedited delivery.

  • Some orders placed early enough in the morning may go out the same day (Monday through Friday).
  • Most Rush orders will ship the next business day (not including holidays or weekends) if there are no stock issues.
  • Large orders may take longer than one business day.
  • If we require more time due to the size of your order or out of stock issues we will contact you as soon as possible. Please provide us with two daytime phone numbers if possible and a valid email address so that we can alert you to any issues and alternatives as soon as possible.

Oversize Shipping Fee

Larger items require special packaging and may incur additional fees from the shipping companies. If your item qualifies as oversize, a pop-up will appear when you add it to your Shopping Cart, explaining the oversize fee that you’ll see added at Checkout.

Please note that the oversize fees are based on the quantity and EXTERNAL dimensions of the largest frame(s) in your order. The calculation is based on what’s called the EXTERNAL frame “united inches” (Height + Width). For example, a 30” x 40” frame that is 1” wide will have a total United Inches of 74 (32 + 42). The fee is added for every 2 frames of the largest size.

  • $10 - Greater than 58 and less than or equal to 68
  • $15 - Greater than 68 and less than or equal to 75
  • $30 - Greater than 75 and less than or equal to 79
  • $60 - Greater than 79

If you are in the Dallas, TX area and select “Local Pickup” for the shipping option, this fee will be removed. Customer service will contact you when your order is ready for pickup.

Return Policy

We can’t guarantee every order arrives perfectly, but we can guarantee to make it right! Our return policy covers:

  • Order Errors
  • Damaged or Lost in Transit - Emailing us a photo of any incorrect or damaged item(s) allows us to resolve the issue quickly.
  • Delivered Orders that are Unwanted - within 45 days of original purchase date. Typically we cannot accept returns on the following - clearance items, acrylic with the protective film removed, and frame and mat board samples.

As soon as you receive your order and realize an issue, please immediately send an email to [email protected], chat with us on our website or call us directly at 972-479-1188, so we can make it right.

If we need you to ship anything back, customer service will provide a return authorization form, and further instructions regarding refunds and adjustments.

Please note that the normal Customer Service hours are Monday through Friday, 8 AM to 5 PM, CST. If you contact our team outside of those hours, they will return your request the next business morning.

We typically issue approved credit card or store credit refunds within two business days of receiving returned items. The Return Authorization Form from customer service MUST be completed and placed in the return package. We will not take any action with received packages or products that are missing return information, or haven’t been discussed with customer service. We will typically issue any refunds via the original payment method, unless other arrangements are agreed upon with customer service. Credit card refunds may take a few business days to appear on your statement, depending on your bank’s terms and processing. Also, in order for us to issue any store credit, you must have an account with us.

We do not have a system for order exchanges. You are free to order your replacement frame while going through the return process, or you can wait until we apply a store credit for the return item(s) if you have an account.

Mailing Address for Any Approved Return Orders or Items

Frame Destination
2350 Crist Road, Suite 1000
Garland, TX 75040

Frequently Asked Questions