1. Production time (before your frame ships)
Every frame on our site is custom built to order in our Somerset, New Jersey workshop. Production starts the moment your order details are confirmed, not when you place the order in your cart.
Standard production time: 3-5 business days before shipment.
Production begins once:
- Payment has been successfully processed
- All sizes, mat, glazing, and frame style are confirmed
- Any clarifications on artwork or specs are resolved
Production time does not include carrier transit. Plan for production plus shipping when timing matters.
2. Shipping methods and carriers
Standard ground shipping is the default for every order. We route through UPS, USPS, or FedEx based on package size, destination, and which carrier handles oversized frames best on that lane.
We do not offer expedited carrier service at checkout. If you need a frame by a specific date, request a rush quote before placing the order.
3. Rush orders (by request only)
Rush service may be available for time-sensitive projects, subject to shop capacity and material availability. Rush handling can include accelerated production, expedited carrier service, or both, depending on your need-by date.
What to expect when requesting a rush:
- Rush availability is not guaranteed
- Rush production fees apply
- Expedited carrier fees may apply
- Rush orders are quoted and approved case by case
- Delivery dates are only guaranteed when explicitly confirmed in writing
To request a rush order, email hello@custompictureframes.com or call 1-800-916-8770 before placing your order.
4. Shipping destinations
We currently ship within the United States only.
- Continental U.S. standard shipping rates apply
- Alaska and Hawaii additional shipping surcharges apply
- PO boxes not supported for frame shipments because most frames exceed PO box size limits
We do not currently ship internationally. For freight quotes to Canada or other countries, email us with your destination and frame specs.
5. Shipping costs and oversized frames
Shipping is calculated at checkout based on:
- Outside frame dimensions and finished package size
- Total package weight
- Destination ZIP code
- Carrier oversize handling fees, when applicable
Frames larger than 32 by 40 inches fall outside our standard shipping box and either ship oversized through a freight carrier or qualify for free local pickup at our New Jersey workshop. The exact cost is shown at checkout before you pay.
6. Free local pickup and drop-off in Somerset, NJ
Local pickup is the simplest option for oversized frames, fragile memorabilia, and customers in the central New Jersey area.
Workshop address:
6 Shirley Ave
Somerset, NJ 08873
Local pickup details:
- Pickup is free of charge
- By appointment preferred, walk-ins accepted when possible
- Avoids carrier oversize shipping fees on large frames
- You receive an email when your order is ready to collect
Drop-off for professional framing is available for artwork, jerseys, memorabilia, and collectibles. Appointments are preferred so a framer is on hand to spec the job with you.
7. Tracking your custom frame order
Once your order ships, you receive a confirmation email that includes the carrier name, the tracking number, and a link to live shipment status. Tracking updates are provided directly by the carrier and refresh as the package moves.
If tracking has not updated for more than 3-5 business days, contact us with your order number and we will open a trace with the carrier.
8. Delivery expectations and responsibility
Delivery times provided by carriers are estimates only and can be affected by:
- Weather and natural disruptions
- Carrier network delays
- Peak shipping periods (Black Friday through New Year)
- Remote or extended-area destinations
Once an order is marked "Delivered" by the carrier, responsibility for the package transfers to the recipient.
9. Signature confirmation
Signature confirmation is not required by default on frame shipments. You can request signature-required delivery before your order ships, which is recommended for high-value pieces or apartment buildings without secure package rooms.
- Signature confirmation is available by customer request
- Additional carrier fees apply for signature-required delivery
10. Damaged shipments
Inspect every frame shipment as soon as it arrives. Most carrier damage is visible from the outside of the box.
If your frame arrives damaged:
- Report shipping damage within 48 hours of delivery
- Email hello@custompictureframes.com with your order number
- Include clear photos of the damaged item and the packaging
- Retain all packaging materials until the claim is resolved
If shipping damage is confirmed, we repair, remake, or replace the frame at no additional cost and provide a prepaid return label for the damaged piece.
11. Lost or missing packages
If a package is marked as delivered but you cannot find it, work through the carrier trace process first because most missing deliveries are located within 24 to 48 hours.
- Check the delivery area and surrounding locations
- Confirm the shipping address on the order
- Contact the carrier to initiate a trace
- Notify us within 5 days of the delivery scan
We will assist with carrier claims as appropriate. Replacement is subject to the outcome of the carrier investigation.
12. Address accuracy and corrections
You are responsible for providing an accurate shipping address. Frames ship in oversized boxes that are not always re-routable mid-transit.
- Address changes before shipment may be accommodated
- Address corrections after shipment may incur carrier fees
- Carrier-imposed address correction or rerouting fees are passed through to the customer
13. Refused or undeliverable shipments
If a shipment is refused at delivery, returned because of an incorrect address, or returned after failed delivery attempts, the order is treated as undeliverable.
- Shipping charges are non-refundable
- Reshipment costs apply
- The frame itself remains your property; we hold it in the workshop until reshipment is paid or local pickup is arranged
14. Holiday and peak season shipping
From mid-November through the end of December, both production capacity and carrier networks tighten. Order well in advance for any frame intended as a holiday gift or for a year-end deadline.
- Production and transit times may be extended
- Carrier delays are more common
- Rush service availability may be limited
- We publish a holiday order-by date each November in the cart and on the homepage banner