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FAQs


Photo & Framing  |   Creating Orders  |  Shipping  |  Returns



Photo, Framing, & Product Information

Are these original photos?

Yes. They are all taken from our professional photographer. You will only find these pictures at Frame the Alphabet.

Can I submit photographs?

In order to ensure top quality and that our pictures can only be uniquely found at Frame the Alphabet, we do not use submitted pictures. Thanks for offering!

What kind of paper are the photos printed on?

All photos are printed in a professional lab on premium quality photo paper, and the color quality is also inspected on each print.

What type of matte boards do you use?

We offer a black, white, umber, cinder and beige color mattes. All mattes are standard, white-core, bevel-cut matte boards.

Do you use glass or plastic?

Neither. We use a material called acrylic.

What is acrylic?

Acrylic is a type of thermoplastic and comes in a flexible sheet that is .06 of an inch thick. It is used as an alternative to glass in our picture frames.

Acrylic weighs roughly half as much as glass, and is more shatter resistant than glass to ensure your items get to you safely. If humidity is a concern for the integrity of the frame's contents, acrylic is the material of choice. It is a better insulator than glass and is less likely to accumulate condensation.

How do I clean the acrylic?

Glass and acrylic should both be cleaned before they are showcased. While glass can be cleaned with a glass cleaner, acrylic should only be cleaned by water and a soft cloth, not solvent.

How do I hang my frame?

Each framed item arrives with a sawtooth hanger installed. Some of our unframed items hang with adhesive or a keyhole mount installed. If you have additional questions, please contact our customer support team.

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Creating Orders

Can I purchase only the photographs?

Yes. Photos can be ordered without a frame by selecting Single Photo Prints before customizing.

Will you send me an e-mail after I order?

Yes, you should receive an e-mail confirmation within 5 minutes of your order. Be sure to check your spam folder if you do not see it.

Can I order by phone?

Our products are custom and require your individual attention and therefore best that you create the initial order. If you need assistance, we are more than happy to help you. Please call our support line during our business hours or email us at [email protected]. Make sure you create a user account so that we may assist you.

Is it safe to use my credit card on your site?

Frame The Alphabet is 100% secure and is a safe site for the use of credit cards.

What forms of currency do you accept?

All products, prices, and promotions are listed and referenced in USD ($).

Do you offer gift certificates?

Absolutely! It's an E-Gift Card. We will e-mail you the information, gift code and personal message designed on a Frame The Alphabet certificate. You may choose to print out the image or merely e-mail the recipient. It's the fastest gift option available!

Why can't I use two gift certificates together?

We frequently offer gift certificates at a discounted price when purchased. Therefore, it is not permitted to apply additional discount codes, coupons, vouchers, or promotions when redeeming gift certificates.

Can I use two coupon codes or vouchers together?

Our site is designed to only allow one coupon, voucher, discount, promotion, or gift certificate per order.

Can I edit or change my order?

Once an order has been placed and you have received an order number, our production process begins. Due to the volume of orders that we produce and the custom nature of each product, we are unable to edit or make changes to an order once it has been placed. With some exceptions, updates may be possible but would require a minimal processing fee. If you are unsure or have questions about a product, please contact one of our customer service representatives prior to placing the order.

***Where do I add the discount/promotion/coupon code?***

Please apply your coupon code on the shopping cart page in the space labeled DISCOUNT CODES/GIFT CERTIFICATES (before the checkout page) at the bottom right-hand side for desktop computers. For mobile devices, continue to scroll down in the CART and you will locate it right before the order subtotal. Still not sure? Check out this video below:

What is your return policy?

Click HERE to go to the Returns section.

Can I spell out profanity in my order?

No. We reserve the right to refuse creating a product with inappropriate words based on our company's ethics. Not sure if the phrase might offend? By asking this question, it probably isn't suitable.

Can I modify my products after receiving them?

Yes, although our items ship ready to display, if you want to modify or personalize your items further you are welcome to. However, if any modifications or adjustments are made to the product (intentional or otherwise) without the expressed written permission of Frame The Alphabet, no replacements or refunds can be offered. If modifications are wanted, they must be approved in advance of the order being placed so accommodations can be made.

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Shipping Information

What is the average production time prior to shipping?

Our average production time is 3 business days (business days consist of Monday - Thursday, excluding National Holidays that fall on a weekday). During holidays and other peak times the average production time may be extended. Prior to big holidays, we will post order deadlines on our home page so there is no confusion regarding the last to order in time for pre-holiday arrival. Orders placed will begin processing the next business day. Feel free to call our customer service department if you want to re-assure yourself of arrival by a specific date.

Do you ship to APO/FPOs?

We are unable to ship to these types of addresses at this time.

Can I have my order rushed?

We work hard to get all orders processed and shipped as soon as possible, and therefore we cannot rush the production of a single order. However, to ensure your order arrives as soon as possible we recommend upgrading the shipping speed of your order (faster shipping options are available and vary depending on the products chosen and shipping destination).

How much is shipping?

We are pleased to offer flat rate shipping prices per order. Due to the bulkier / heavier nature of some of our products, the shipping rates and services will vary based upon the product(s) ordered. Orders containing products from a higher tier will automatically display the appropriate shipping options and prices for that tier.

Are the prices in US Dollars?

Yes, all products and shipping costs are calculated in US currency. We cannot be responsible for any fees or exchange rates incurred by any financial institutions.

What are your shipping methods?

Click HERE to see the list of options.

Once shipped, how long will my order take to arrive?

Delivery times vary based on the shipping method selected. Average time in transit for our Standard - Flat Rate option is 5 - 7 business days. FedEx Ground is 1 - 4 days from the time the order ships. If you need it quicker please select one of our 2-Day or Overnight options. For questions on delivery or production times, please call our office at 865-249-8359.

What happens if my order gets returned to FTA due to an incorrect address?

If an order is returned to Frame The Alphabet due to an incorrect address being entered by the customer, the customer will be responsible for any return shipping fees to FTA as well as any additional shipping fees required to deliver the order to the customer.

Can I ship to a P.O. Box?

Yes, when selecting the flat-rate shipping option at checkout. If your order is being shipped via our Fedex Ground, 2-day or overnight options, you will need to use a physical address.

Will I get a tracking number?

Yes, with the exception of Single Photo Prints and Wood Ornaments that are shipped USPS First Class with no tracking number provided. An email will be sent to you with shipping information when the package is picked up by the carrier service. Please check your spam folder in case the shipment email went to this folder.

How can I contact you?

Email us at [email protected] or call the office at 865-249-8359.

Do you ship internationally?

Yes, we are pleased to offer international shipping options to Canada. If you need an order shipped to a country other than the U.S.A. or Canada, please call us for a quote. Some exceptions apply and we are not responsible for customs fees (duty/taxes) or delays.

Customs fees vary by destination and total value of the order being imported. Typical customs fees range from $13* to $25* USD and are payable to the carrier before your order will be delivered.

*These fees are typical, but your actual fees may be more depending on the destination and value of items in the order.

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Returns

What is your return policy?

Click here to read our return policy.

Where do I ship my returned item?

After approval of the return shipment by our support staff, please mail items in question with the proper postage and packing materials to our warehouse at: Frame The Alphabet, c/o Customer Returns, 5613 N Broadway St, Bldg B, Knoxville, TN 37918.

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