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Custom Picture Frame Warranty | Lifetime Coverage Terms

CustomPictureFrames.com
Last Updated: May 2026

Every custom picture frame we build is precision-cut on a Pistorius double-miter saw and hand-assembled in our Somerset, NJ workshop. We stand behind that work for the life of the frame. If something goes wrong with how we built it, we rebuild it from scratch at no cost.

This page covers what the warranty includes, what it excludes, and how to file a claim. It is separate from our Returns & Exchanges Policy and our Shipping Policy.

Quick answer

Our custom picture frame warranty has two parts. Craftsmanship is covered for the life of the frame (loose corners, structural failures, miscut mats from our shop, hardware install errors). Materials are covered for 5 years from delivery (defects in acrylic, mat board, and hardware that were present at delivery or appear due to a manufacturing flaw). Approved claims get a rebuild or a replacement part, free, with no return shipping cost.

What does our custom frame warranty cover?

Every frame we build is:

  • Built to order from your exact specifications across 82 frame profiles and 45 mat colors
  • Cut on a Pistorius double-miter saw for tight, durable corner joints
  • Inspected at multiple points during assembly and again before packing
  • Packed in a double-wall corrugated box for damage-free transit

If a frame falls short of those standards, we make it right.

Craftsmanship: covered for life

We stand behind our assembly work for the lifetime of the frame.

Lifetime craftsmanship coverage applies to:

  • Loose, separated, or failing corner joints
  • Structural frame failures caused by how we assembled the frame
  • Mat cutting errors that originated in our production process
  • Improper installation of glazing, backing, mounting, or hardware
  • Measurement errors on our end (we cut to your spec, but our cut missed the spec)

For any covered craftsmanship issue, we repair the affected component or rebuild the frame, free. In most cases we build a fresh replacement rather than patch the original, because a rebuild is usually faster and gives you a frame that will last another lifetime.

Materials: covered for 5 years

Materials used in your frame are warranted free of manufacturing defects at the time of delivery and for 5 years after purchase.

The 5-year materials warranty covers:

  • Framer's grade acrylic defects (bubbles, scratches, internal flaws) present at delivery
  • Mat board defects caused by manufacturing flaws (delamination, surface imperfections)
  • Hanging hardware defects present at delivery (failed wires, defective sawtooth hangers, faulty bumpers)

Materials coverage does not extend to normal aging, environmental exposure, or wear that develops over time from display.

What does the warranty not cover?

Some categories sit outside the warranty.

Normal wear

  • Surface scratches from cleaning or handling
  • Fading or discoloration caused by sunlight exposure
  • Minor finish changes over years of display
  • Dust accumulation

Damage and misuse

  • Impact damage, drops, or accidents after delivery
  • Water, moisture, or humidity damage
  • Improper hanging, undersized hardware, or wall failures
  • Damage caused by pets, children, or environmental factors

Improper care or storage

  • Harsh, abrasive, or solvent-based cleaning chemicals
  • Display in extreme temperatures or humidity
  • Mold or mildew from damp environments
  • Outdoor display or bathroom display (frames are built for climate-controlled interior use)

Customer-side errors

  • Incorrect dimensions provided at order time
  • Artwork that does not fit because the customer-supplied measurements were off
  • Design choices made at checkout that the customer later wants to change (those fall under Returns & Exchanges)

Shipping damage

Shipping damage is handled separately under our Shipping Policy. To preserve your shipping claim:

  • Inspect the shipment immediately when it arrives
  • Report damage within 48 hours of delivery
  • Keep all original packaging materials until the claim is resolved
  • Send clear photos of the damage and the packaging it arrived in

Claims reported outside the 48-hour window may not be eligible.

How do I file a warranty claim?

Send us the claim by email or phone.

Email: hello@custompictureframes.com
Phone: 1-800-916-8770, Monday through Friday, 9 AM to 4 PM Eastern, and by appointment

Include in your claim:

  • Your order number
  • A clear description of the defect or issue
  • Photos showing the problem (close-up of the defect plus one wide shot)

We review warranty claims within 1 to 2 business days. If we need more information we will reach out. Approved claims move into production immediately and ship on our standard 3 to 5 business day production window.

If your project is complex or you want to talk it through with a framer before filing, book a free 30-minute consultation or reach our team here.

How we resolve approved warranty claims

For any approved claim, our standard remedies are, in order:

  1. Replace the affected component (mat, glazing, hardware, or backing) and ship it to you
  2. Rebuild the frame from scratch and ship the replacement with prepaid return shipping for the original
  3. Issue a refund only when repair or replacement is not possible

Most warranty issues are resolved with a rebuild because a fresh build is usually faster, easier on the customer, and gives you a frame that will last another lifetime.

How to keep your frame warranty valid

Reasonable care preserves the warranty:

  • Display frames indoors in climate-controlled spaces (out of direct sunlight, away from heat sources, away from kitchens and bathrooms)
  • Use hanging hardware rated for the actual weight of the frame
  • Clean only with a soft, dry cloth (no glass cleaners directly on the frame, no abrasive sponges)
  • Avoid hanging in spaces with temperature swings or persistent humidity

Modifying the frame, removing original components, or having third parties repair or alter the frame voids this warranty.

Frequently asked warranty questions

Does your warranty cover frames purchased years ago?

Yes for craftsmanship. The lifetime craftsmanship warranty applies regardless of when the frame was purchased, as long as you can provide an order number or proof of purchase. The 5-year materials warranty applies to frames within 5 years of the original delivery date.

Do I need to keep the original packaging to file a warranty claim?

For craftsmanship and materials claims, no. Just photos of the issue and your order number. For shipping damage claims you do need the original packaging, and the claim has to be filed within 48 hours of delivery.

What if my frame arrives damaged in transit?

That is a shipping damage claim, not a warranty claim. Inspect immediately, photograph the damage and packaging, and contact us within 48 hours. Details are in our Shipping Policy. We replace damaged frames at no cost when the claim is filed within the window.

Can I use my own picture frame cleaner or polish?

A soft, dry cloth is what we recommend. Commercial frame cleaners and wood polishes can react with the finishes used on our mouldings and may void the warranty if the finish is damaged by the cleaner. If you need to clean a glazed frame, spray the cleaner on the cloth, not directly on the frame, and wipe gently.

Does the warranty transfer if I gift the frame or sell it?

The warranty applies to the original buyer. We need an order number tied to that buyer to validate any claim. If you gifted a frame and the recipient has an issue, ask the gift recipient to contact you for the order number, then file the claim on their behalf.

What if I ordered the wrong size?

Sizing errors made at the customer side are not warranty claims, but our Returns & Exchanges Policy covers some scenarios. Reach out and we will figure out the best path; most resizes can be handled at a reduced cost rather than starting over.

Do you cover both Plexiglas and framer's grade acrylic?

Yes. Both glazing options are covered identically under the 5-year materials warranty for manufacturing defects present at delivery. Surface scratches that develop later from cleaning or handling fall under normal wear and are not covered.

How long does a warranty rebuild take?

Once a claim is approved, rebuilds go into production on our standard 3 to 5 business day cycle. Most replacement frames ship within a week of claim approval.

Policy updates

This warranty applies to frames purchased while this policy is active. We may update this policy at any time. The date at the top of this page reflects the most recent revision. Frames purchased under prior versions remain covered under the policy in effect at the time of purchase.