Shipping & Return Policy

Free Shipping on orders over $100 before shipping, taxes & discount.

Production/Lead Time: Online orders are processed for production within 24 hours. To make sure that the presentation is the absolute best for you, we spend extra time assembling them so you don't have to - trust us, it's not always easy putting together a frame! Your custom frame order is ready to ship in 5-7 business days depending on volume of orders.

Our standard shipping method is Canada Post. At the time of placing an order you will be given options to select shipping time and cost that best meets your requirement. We recommend shipping to a business or residential address. Canada Post will not deliver to PO boxes; therefore, we’ll need a street address for delivery purposes.

Each item we ship is insured, and our frames are shipped in boxes that have been tested. In the unlikely event of damage in transit, we'll resolve the issue and ship a replacement promptly. Please email us at sales@custompictureframes.ca to report transit damage; include photos of damaged shipment when you send the email, within 7 days of receiving your order and request a timely pickup and product replacement.

Returns & Refunds

We have a 7-day return policy. Request a return authorization within 7 days from date of receipt of your order.

IMPORTANT: To be eligible for a return your return order must meet one of the following conditions; manufacturing defect or damage in shipping. To start a return, you can contact us at sales@custompictureframes.ca or click here to complete return authorization. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

DAMAGES & ISSUES: Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If your product is damaged, please contact us and we will inform you of our return process. We require written notice, accompanied by one or more photograph of the damaged area, before it is returned. Unfortunately, we cannot accept returns on sale items or gift cards or does not meet our terms & conditions.

REFUNDS: We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.