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Frequently Asked Questions
In response to the questions our customers ask the most often, we have created the list below. If you do not find your question here, please give us a call and we will be happy to help you.
General Questions
1. How long will it take to receive my frames?
2. How is my artwork inserted into the frame?
3. What is the Picture Frames Guy return policy?
4. How much are shipping costs?
5. Can I order mat samples?
6. Can I purchase either matting or glazing without purchasing a frame?
7. How does Picture Frame Guys ship frames without damaging them?
Framing Questions
1. How to measure artwork when buying a frame?
2. Are my materials too thick for the picture frame?
3. What is Rabbet depth and why is it important?
4. How do I adhere my artwork to my mounting board?
5. What is the largest size frame and matting that PictureFramesGuys ships?
6. What is the largest frame that PictureFramesGuys ships?
7. Can you cut Fractions?
8. What are united inches (UI)?
9. Is assembly hardware included with my order?
10. How much assembly is required for PFG frames?
Other Frequently Asked Questions
1. Do you offer volume discounts?
2. Should I use a mat?
3. I would like to see your materials before I order. Do you offer samples?
4. How should I clean my acrylic glazing (plexi-glass)?
5. Is my credit card transaction secure?
6. Does the Picture Frame Guys share my personal data with third parties?
1. How long will it take to receive my frames?
Our skilled craftsmen and women begin building your frame within 24 hours of receiving the order. Most frames take between 1 and 3 business days to build.
Depending on where you live, shipping transit time takes between 1 and 5 days.
If you are in a particular hurry and request next-day air freight, we will ensure that your order receives priority processing. We will try to ship it within 1 day.
We provide all of the materials and supplies that you will need to frame the artwork yourself. In addition to the frame, matting and mounting board which you purchase when putting together your frame package, we also provide acid-free mounting tape, hanging wire and pre-installed points to hold the artwork inside the rabbet space.
Wood frames below 90 united inches are shipped assembled. Wood frames above this dimension are too large for UPS shipping and arrive at your doorstep with everything you need for assembly.
Metal frames are shipped unassembled with each-to-follow assembly directions. It takes about 5-10 minutes to assemble a metal frame and the only tool you need is a small screw-driver.
3. What is the Picture Frames Guys return policy?
All orders are fully refundable for 60 days after they are ordered. There is a 10% restocking fee for mats.
If you would like to return your order to us for any reason, please call or email our customer service department so that we may begin processing your transaction. After understanding the nature of your return so that we may prevent it from happening again, we will provide you with a pre-paid return shipping label and simple repackaging instructions.
Our goal is happy customers. So if there is anything we can do for you, please let us know.
4. How much are shipping costs?
Shipping charges are based on the value of the frames shipped. We offer 3 levels of service: ground, second-day air and next-day air.The following table provides more detail.
The breakdown for Standard Ground shipping is as follows:
- For orders below $65, shipping is a flat $8.25
- For orders between $65 and $165, shipping is 13% of the total order's price
- For orders over $165, shipping is 11% of the total order price
The breakdown for Second Day Air shipping is as follows:
- For orders under $25.00, the charge is a flat $18.94
- For orders between $25.00 and $100, the charge is a flat $37.94
- For orders above $100, use 25% of the order price
The breakdown for Next Day Air shipping is as follows:
- For orders under $25.00, the charge is a flat $22.94
- For orders between $25.00 and $100, the charge is a flat $39.94
- For orders above $100, use 40% of the order price
5. Can I order mat samples?
Since it is sometimes difficult for a computer monitor to accurately display what a mat color actually looks like, we will be happy to send color swatches of all our mats for $10. Please give us a call or email customer service if you would like to order mat samples. If you will be doing a lot of framing, having mat samples readily available may be very handy over the long-term.
6. Can I purchase either mats or glazing without purchasing a frame?
Yes. Simply give us a call or email us with the details and we will prepare a custom quote for you.
7. How does Picture Frame Guys ship frames without damaging them?
Each frame is individually wrapped in a protective packaging shell, which is then placed inside of an outer shipping box. Our packaging engineers have found this method to ensure the greatest protection of new frames. Also, we use renewable resources as much as possible.
1. How to accurately measure artwork when buying a frame?
Artwork is measured by taking a width and height measurement. In order to hold the artwork in place on the mounting board, most framers will subtract either 1/8" or 1/4" of an inch from each side. This common practices ensures that enough space will be available behind the mat to adhere the artwork to the mounting board. In the framing industry, the space is called an 'offset' or a 'mat offset'.
Example A - 1/8" offset: If you wanted a 1/8" offset and your artwork measured 14 inches by 22 inches (width x height), you would enter the artwork dimensions as width 13 3/4" inches by height 21 3/4" inches. 14 becomes 13 3/4" because 1/8" inch from both sides is 1/8" + 1/8" = 1/4”. Similarly, 1/8” from both the top and bottom is 1/4” off the height measurement.
Example B - 1/4" offset: If you wanted a 1/4" offset and your artwork measured 17 inches by 32 inches (width x height), you would enter the artwork dimensions as width 16.5 inches by height 31.5 inches. 17 becomes 16.5 because 1/4" inch from both sides is 1/4" + 1/4" = 1/2”. Similarly, 1/4” from both the top and bottom is 1/2” off the height measurement.
Framers usually use either a 1/4" or a 1/8" inch offset. However, you may use any offset measurement that makes sense for your specific situation. The important thing is to remember to account for an offset in order for the first mat to neatly fit over the artwork.
2. Are my materials too thick for the picture frame?
The frame's rabbet depth will determine how much material fits into a frame.
For example, if framing artwork using 3/32" backing, 1/8" plexiglass and 1/16" mat board, the total thickness of all framing materials will be just shy of 5/16". For all this material to fit into a frame, the rabbet would have to be at least 5/16" (or 0.31in. if you prefer decimals).
Please see the answer on rabbet depth, just below.
3. What is Rabbet depth and why is it important?
The rabbet (pronounced “rabbit”) is the recess on the inside of a frame in which the framing materials are placed (backing board and artwork, mats, and glazing).
Because all framing materials must fit within a frame's rabbet in order to ensure a proper fit, it is an important consideration, especially when framing thicker objects.
Following are some general rules of thumb:
- When framing with foam board backing, a single mat, and glass: choose a rabbet of at least 3/8”.The goods news is that when shopping for frames on our site, there is a "sort by rabbet depth" option.
- When framing with foam board backing, two mats and glass: choose a rabbet of at least 1/2".
- When framing with foam board backing, three mats and glass: choose a rabbet that is at least 5/8” in depth.
- For stretched canvas, the rabbet dept should be 1.5 inches. Canvas and floater frames are good choices in these cases.
4. How do I adhere my artwork to my mounting board?
The most common way to adhere artwork to a mounting board is to use framing tape, mounting strips or mounting corners.
Framing tape is a thin, transparent and self-adhesive, tear-resistant paper-based tape that will not yellow over time. Unlike other types of tape, it is PH neutral, water soluble and the glue will not become brittle over time. In addition, the adhesive tacks slowly allowing you to reposition it during application.
Mounting corners and strips sticks hold artwork in place by sticking to the mounting board and mat, but not to the actual artwork itself. They provide a higher conservation level since adhesive does not come into contact with the artwork. This also prevents buckling because they will allow for natural expansion and contraction of the artwork.
Also, they are made of 100% cotton which is naturally pH neutral.
5. What is the largest size matting that the Picture Frames Guys ships?
We purchase our matboard in 32 inches by 40 inches sheets. Therefore, this is the largest matboard size which we sell.
6. What is the largest frame that the Picture Frames Guys ships?
The largest frame size we can make is 140 united inches, or 70 inches on each side. This is a frame just shy of 6 feet on each side.
7. Can you cut fractions?
Yes. We precision cut to 1/16th of an inch.
8. What are United Inches (UI)?
United inches (UI) is a term used in the framing industry. It is simply the length of a frame plus the height of a frame.
For example, if a frame is 42 inches in height by 31 inches in width, the united inches would be 73 inches (42 + 31 = 73).
United inches are commonly shown in acronym form as UI.
9. Is assembly hardware included with my order?
Yes, all of the assembly hardware you will need to assembly your frame is included with either your wood or metal frame order. This includes brackets, 4 feet of hanging wire and a strip of mounting tape.
10. How much assembly is required for PFG frames?
Wood Frames: All wood frames up to 90 united inches are shipped assembled. If you would like to receive your frames disassembled, there is an option during the check-out process to request this.
Very large frames receive an shipping surcharge as follows:
- between 54 and 65 united inches: $25
-between 65 and 90 united inches: $75
Frames with united inches greater than 90 are automatically shipped unassembled at no additional cost. The shipping companies will not accept anything this big.
Metal Frames are shipped unassembled. They arrive with easy-to follow assembly instructions. Assembling a metal frames takes about 5 minutes.
Other Frequently Asked Questions
1. Do you offer volume discounts?
Yes, we do. If you will be purchasing frames regularly or would like to place a large order please contact us for details.
2. Should I use a mat?
A mat fulfills two purposes. First, it serves an aesthetic role by drawing the eye towards the artwork. Second, the mat acts as a protective physical buffer between the artwork and the glass by preventing the artwork from being pressed directly onto the glass. This is an important consideration because over time humidity and temperature changes will make the artwork stick to the glass, thereby making removal from the frame very difficult. Ultimately, however, the choice to use a mat is entirely up to you.
3. I would like to see you materials before I order. Do you offer samples?
Yes, we offer up to 5 complimentary samples. Additional samples are provided at a reasonable cost. If you would like to order any sample, please call us or email customer service.
Plexiglass has a delicate surface which can easily be scratched. It should be cleaned with a terry cloth, cheese cloth or other towel made of 100% soft cotton. We find that micro fiber cloths work as well. You may use any of the specially made cleaners suitable for the job, but a mild solution of dish detergent with warm water will work just as well.
Never use paper towels to clear plexiglass. They contain coarse fibers which will scratch the surface. Also, never use cleaners containing ammonia such as Windex® or 409®. These will most certainly harm the acrylic.
5. Is my credit card transaction secure?
Absolutely. Our credit card processor offers the very best in credit card safety and data encryption. Your credit card details are fully encrypted and processed over a certified 128bit SSL Security site server.
No, we do not. For all the details, please see our privacy policy.