What is your return policy?
HELP & FAQ
What is your return policy?
How do I contact Picture Frame Factory?
My frame is damaged, what do I do?
Although, rare, damages do happen while in transit. Please do not return damaged frames before contacting a Picture Frame Fulfillment representative first. The best way to inform us of a damaged frame is to send an email to info@pffoutlet.com
Please include:
- The recipient’s name and order number (sample order # 10293004)
- Describe the damage and let us know if it was the actual frame that was damaged, or if it was just the plexiglass or backing.-Tell us if the shipping box was damaged.
- Photos of the damaged frame, including a photo of the shipping box whether or not it looks damaged.
We will reply within 1-2 business days. Please keep in mind that we may request for further clarification or information. After we've reviewed the situation, we will send the proper replacement or issue the appropriate refund.
Where is my hanging hardware?
The shipping crew usually tapes the hanging hardware to the inside of the box or bubble wrap, to help prevent it from slipping out while in transit. If you have checked, and it is not there, please contact us and we will send youthe hardware.
How To Install Your Hanging Hardware
Check out our How-To videos for step by step instructions on how to install your hardware.
Is the frame color I see, the true color?
We all view websites through a wide variety of screens and displays. This variety translates to different image quality, colors, hues, and saturations. We have paid special attention to our images so that the majority of our viewers see the frame as it looks.
What's the difference between glass and acrylic?
Both acrylic and glass are used as facing options in our frames to protect and display your artwork. Glass is a commonly used material used in picture frames. It provides crystal clear coverage with little glare. The downside of glass is that it can sometimes break during shipment when used in frames 12″ × 16″ and larger. To avoid this issue, we offer a durable alternative in acrylic facing.
Acrylic offers the same great coverage and crystal clear protection as glass. Yet it weighs less than glass and is flexible, making it a great choice in larger frames.
Why is my plexiglass cloudy? Why does my plexiglass look blue?
There is protective film on both sides of the plexiglass. Please carefully remove the film from both sides to reveal crystal clear acrylic.
What is a rabbet?
For wood mouldings, the rabbet is the area from under the lip of the frame to the bottom of the frame.
How do I order the right sized frame?
Our frame measurements are for the exact dimensions inside of the frame. Please measure the piece you wish to frame and order the size that matches your measurements. If your work is slightly larger that the frame’s measurements, be sure to get the next size up, or reach out to us to inquire about custom sizes.
Do you offer custom frame sizes?
We can produce just about any frame size possible. Most frames are available in over a thousand custom sizes, from 3 × 3 to 24 × 36 and bigger. All select frames are available in our 35 most popular sizes. If you don't see the frame size or moulding you are looking for just contact us to see how we can meet your needs. Please be aware that custom sizes have a longer turnaround time and will cost more than our standard sizes.
You can visit the Contact Us section to send us a message.
Do you offer discounts for bulk purchases?
We do! Let us know the quantity and we will provide pricing.
Tax Exemption
Just like other online retailers, we're required to collect sales tax on all purchases until we've collected and processed the proper documentation. If you are exempt from sales tax and wish to make a tax exempt purchase, please complete the Tax Exemption Form and email it back to us at info@pffusa.com, along with a copy of your tax ID certificate. Once we've received this documentation, we'll set up your account and contact you when you're able to make a tax-exempt purchase.
If you have questions, please email us at info@pffusa.com or call us Toll Free at 1-888-99-FRAME.
Privacy Policy
This Privacy Policy governs the manner in which PFF Outlet. collects, uses, maintains and discloses information collected from users (each, a "User") of the https://www.pffusa.com website ("Site"). This privacy policy applies to the Site and all products and services offered by PFF Outlet.
Personal identification information
We may collect personal identification information from Users in a variety of ways, including, but not limited to, when Users visit our site, register on the siteplace an orderfill out a to the newsletter and in connection with other activities, services, features or resources we make available on our Site. Users may be asked for, as appropriate, name, email address, mailing address, phone number, credit card information,
Users may, however, visit our Site anonymously.
We will collect personal identification information from Users only if they voluntarily submit such information to us. Users can always refuse to supply personally identification information, except that it may prevent them from engaging in certain Site related activities.
Non-personal identification information
We may collect non-personal identification information about Users whenever they interact with our Site. Non-personal identification information may include the browser name, the type of computer and technical information about Users means of connection to our Site, such as the operating system and the Internet service providers utilized and other similar information.
Web browser cookies
Our Site may use "cookies" to enhance User experience. User's web browser places cookies on their hard drive for record-keeping purposes and sometimes to track information about them. User may choose to set their web browser to refuse cookies, or to alert you when cookies are being sent. If they do so, note that some parts of the Site may not function properly.
How we use collected information
PFF Outlet collects and uses Users personal information for the following purposes:
To improve customer service
Your information helps us to more effectively respond to your customer service requests and support needs.
To personalize user experience
We may use information in the aggregate to understand how our Users as a group use the services and resources provided on our Site.
To improve our Site
To process transactions
We may use the information Users provide about themselves when placing an order only to provide service to that order. We do not share this information with outside parties except to the extent necessary to provide the service.
To administer a content, promotion, survey or other Site feature
To send Users information they agreed to receive about topics we think will be of interest to them.
To send periodic emails
The email address Users provide for order processing, will only be used to send them information and updates pertaining to their order. It may also be used to respond to their inquiries, and/or other requests or questions. If User decides to opt-in to our mailing list, they will receive emails that may include company news, updates, related product or service information, etc. If at any time the User would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email or User may contact us via our Site.
How we protect your information
We adopt appropriate data collection, storage and processing practices and security measures to protect against unauthorized access, alteration, disclosure or destruction of your personal information, username, password, transaction information and data stored on our Site.
Sensitive and private data exchange between the Site and its Users happens over a SSL secured communication channel and is encrypted and protected with digital signatures.
SHARING YOUR PERSONAL INFORMATION
We do not sell, trade, or rent Users personal identification information to others. We may share generic aggregated demographic information not linked to any personal identification information regarding visitors and users with our business partners, trusted affiliates and advertisers for the purposes outlined above.We may use third party service providers to help us operate our business and the Site or administer activities on our behalf, such as sending out newsletters or surveys. We may share your information with these third parties for those limited purposes provided that you have given us your permission.
Changes to this privacy policy
PFF Outlet has the discretion to update this privacy policy at any time. When we do, revise the updated date at the bottom of this page,. We encourage Users to frequently check this page for any changes to stay informed about how we are helping to protect the personal information we collect. You acknowledge and agree that it is your responsibility to review this privacy policy periodically and become aware of modifications.
Your acceptance of these terms
By using this Site, you signify your acceptance of this policy and terms of service. If you do not agree to this policy, please do not use our Site. Your continued use of the Site following the posting of changes to this policy will be deemed your acceptance of those changes.
Contacting us
If you have any questions about this Privacy Policy, the practices of this site, or your dealings with this site, please contact us at:
PFF Outet
888-99-FRAME
cs@pffusa.com