Return Policy
Craig Frames, LLC d/b/a Craig Frames (craigframes.com) | Effective Date: [9.9.2026] | Version 2.0
This Return Policy describes our policies for returns, replacements, refunds, and damage claims for products purchased through craigframes.com (the "Site"), operated by Craig Frames, LLC, a Delaware limited liability company doing business as Craig Frames ("Craig Frames," "we," "us," or "our"). This Return Policy is incorporated into and forms part of our Terms and Conditions for craigframes.com.
1. Overview
Craig Frames does not currently offer wholesale credit accounts through craigframes.com. See Section 3 for which items are eligible for return.
2. Contact Information
Email: info@craigframes.com
Business Hours: Monday through Friday, 8:00 a.m. to 5:00 p.m. Eastern Time, excluding U.S. federal holidays.
Principal Office: 140 Industrial Parkway, Ithaca, Michigan 48847.
3. Non-Returnable Items
Closeout frames and overstock frames are non-returnable, except where the item is defective, was made incorrectly, or does not match your order. In those cases we will replace or refund the item at no cost to you. All other products, including standard frames, may be returned for any reason within 30 days of delivery; see Section 9.
4. Defective Products (Limited Warranty)
4.1 Notification Window. Any defect in a product must be reported to Customer Service within thirty (30) days of your receipt of the product.
4.2 Confirmation; Replacement. Upon confirmation of a manufacturing defect, the defective product will be replaced with a new, identical product or part at no charge. Replacements ship within three (3) business days of confirmation, subject to availability of materials.
4.3 Coverage. This limited warranty covers defects in materials or workmanship under normal use. It does not cover damage caused by misuse, accident, alteration, exposure, or normal wear.
4.4 Exclusive Remedy. Replacement under this Section 4 is the exclusive remedy for defective products under this Policy, subject to your non-waivable rights under applicable law.
5. Damage in Transit
5.1 48-Hour Notification. If your order arrives damaged, contact Customer Service within forty-eight (48) hours of receipt. Damage claims can be submitted through our online return portal at https://www.craigframes.com/a/service. If you are requesting a replacement rather than a refund, please email info@craigframes.com instead of using the portal.
5.2 No Return Required for Most Damage. In most cases, you do not need to return a damaged item to receive a replacement. If glass or another facing material arrives cracked or damaged, we will send a full replacement at no cost. If the frame moulding is scuffed or an arm is broken, or if the matting is torn or blemished, we will send a replacement part at no cost. Please let us know which component was affected so we can send the correct replacement. A partial refund without a replacement is also available in some cases; see Section 6.3.
5.3 Retain Packaging. In most cases you will not be asked to return the damaged item. If we do ask you to retain the original packaging for a carrier claim, please do so until the claim is resolved.
5.4 Claim Filing. We may file a claim with the shipping carrier on your behalf for our own records. This runs in parallel with, and does not delay, your replacement or refund.
5.5 Oversize Glass Exclusion. Craig Frames is not responsible for damage to any framed item containing glass exceeding 16" by 20" shipped via UPS or FedEx. Customers ordering such items assume the risk of in-transit damage when those carriers are used.
6. Order Accuracy: Missing, Incorrect, or Incomplete Shipments
6.1 Missing or Undelivered Items. If an item is missing or you never received your order, contact Customer Service with your order number. We will send a replacement or issue a refund, at your choice, at our expense.
6.2 Incorrect Item or Size Received. If you receive the wrong item, wrong size, or another customer's order, contact Customer Service with your order number and a description of the discrepancy. In most cases we will replace the correct item at our expense. If the discrepancy resulted from how the order was originally placed, Customer Service may ask you to cover return shipping.
6.3 Partial Refund Without Return. For eligible lower-value issues, we may offer a partial refund without requiring the product to be returned, where return shipping cost would be disproportionate to the item's value.
7. Refused and Undeliverable Shipments
Please contact Customer Service before refusing a shipment so we can attempt to resolve any issue. Refused or undeliverable shipments returned to us will not incur a restocking fee; however, original freight charges are not refundable.
8. Order Changes and Cancellations
Once your order has entered production, we cannot always accommodate a change, though we will always tell you where your order stands.
Separately, and regardless of the 24-hour window: if your order has not shipped by the shipping date we committed to, you may cancel it at any time before it ships and receive a full refund. Email info@craigframes.com.
If we cancel an order due to a pricing error or unavailable product, we will refund any payment for the canceled order in full.
9. Returns of Non-Custom Products
Standard (non-closeout, non-overstock) frames may be returned for any reason within 30 days of delivery, provided the product is in its original condition and packaging. Returns require prior authorization from Customer Service before shipping the item back. Return requests are preferred through our online return portal at https://www.craigframes.com/a/service. A flat return shipping fee of $10.99 per return label issued will be deducted from your refund. If the return is the result of a Craig Frames error (an incorrect or defective item, etc.), Craig Frames will pay the return shipping cost and no fee will be deducted. Closeout frames and overstock frames remain non-returnable except as set forth in Section 3. See Section 6.3 for our partial-refund option on lower-value returns.
10. Refund Processing
10.1 Method. Approved refunds are issued to the original payment method, less any applicable return shipping fee and non-refundable freight charges.
10.2 Timing. Refunds are processed within five (5) to ten (10) business days of approval. The time for the refund to appear on your statement depends on your payment method and financial institution.
11. Shipping
11.1 Carriers. Orders to physical addresses in the contiguous 48 states ship via FedEx Ground, free of charge, unless otherwise specified at checkout; expedited FedEx 2Day shipping is available for an additional charge. Orders to Hawaii ship via FedEx 2Day. Orders to Alaska ship via standard ground service. Orders to Canada ship via FedEx Express, and shipping charges for Canadian orders include duties and customs fees.
11.2 Restricted Destinations. We do not ship to P.O. boxes or APO/FPO addresses. Orders to Hawaii, Alaska, or Canada without a valid physical street address will be canceled. International shipping outside Canada is not currently available.
11.3 Residential and Oversize. Residential delivery and oversize products may be subject to additional freight charges, calculated at checkout.
12. Tax-Exempt Purchasing
Tax-exempt purchasers must complete the Tax Exemption Form (available on the Site) prior to placing an order under tax-exempt status. Confirmation of approved status will be provided by email. Tax will be collected as required by law on orders placed before approval is processed.
13. Orders Involving User-Submitted Images
Products printed with customer-submitted images are not eligible for return based on dissatisfaction with the underlying image (including quality, color, or composition). Such products may be eligible for replacement only in the case of a manufacturing defect or our error in production. The customer is solely responsible for the rights to use any image submitted for printing.
14. How to Initiate a Return or Claim
To initiate a return or a damage-in-transit claim, please use our online return portal at https://www.craigframes.com/a/service. If you are requesting a replacement (rather than a refund) for a damaged or defective item, please email info@craigframes.com instead of using the portal. Please have your order number, date of receipt, and a description of the issue available, and retain all original packaging until the claim is resolved.
15. Your Statutory Rights
Nothing in this Policy limits or excludes any rights you may have under applicable federal or state consumer protection law that cannot be waived, including your right to cancel an order that has not shipped by the date we committed to. If any provision of this Policy is unenforceable in your jurisdiction with respect to those non-waivable rights, the unenforceable provision will apply only to the maximum extent permitted by law.
16. Changes to This Policy
We may modify this Return Policy from time to time. Material changes will be posted on the Site with a new "Effective Date." The Policy in effect at the time of your order applies to that order.
