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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 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 top quality photo paper, and the color quality is also inspected on every picture to ensure to quality.

What type of matte boards do you use?

We offer a black, white, and beige color matte. 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?

Check out this video on our YouTube page. If you have more questions, please contact us at Support@FrameTheAlphabet.com.

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Creating Orders

Can I purchase only the photographs?

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

What if I want more than 11 photos?

We currently produce Framed Names with 11 photos or fewer. Nine letters is the max for our Signature Boards and Gallery Wraps (formerly named Gallery Blocks).

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

Yes, you should receive an e-mail confirmation within 10 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 support@FrameTheAlphabet.com. 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?

Because we often sell our gift certificates at a discount, we cannot allow other discount codes, coupons, vouchers, or promotions to be redeemed with a gift certificate.

Can I use two coupon codes or vouchers together?

Our site is designed to only allow one coupon, voucher, discount, promotion, or e-gift card code 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. Because of the volume of orders 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?***

The area for the coupon code is in your CART labeled DISCOUNT CODES/GIFT CERTIFICATES (before the checkout section) at the bottom right-hand side for desktop computers. For mobile devices, continue to scroll down in the CART and you will see it right before the final price. 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 for the products?

Great question - 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 express permission of a Frame The Alphabet team member, then 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?

Average production time is 7 business days (business days consist of Monday - Friday, excluding National Holidays that fall on a weekday). During holidays and other peak times the average production time may be longer. Prior to big holidays, we will post production/shipping times on our home page so there is no confusion as to when the cut-off dates for holidays. Feel free to call our customer service dept. 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 the moment.

Can I have my order rushed?

We can rush production of your order for a small fee (included in the price of shipping for applicable services). All rushed orders will be shipped within 3 business days** (normal production time is up to 7 business days and may be longer around holidays and other peak times). Orders placed after 3pm EST will begin processing the next business day.

**Due to the additional production time needed to create our wood print products (Standup Letters, Wood Standouts, Letter Boards, and Letter Blocks) the Rush Production option is not available for orders containing these items. We try to produce each product as quickly as we can, however the production time on wood print products can be as long as two weeks.

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 FedEx Smart Post is 7- 14 days, and FedEx Ground is 3 - 5 days from the time it's shipped. 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?

No, because of the varying sizes of our products and FedEx being our primary shipping service we do not ship to P.O. Boxes.

Will I get a tracking number?

Yes, with the exception being Unframed Photo Prints that are shipped USPS First Class with Standard Production. 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 Support@FrameTheAlphabet.com. 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 location 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 the Return Policy.

Can I edit or change my order?

Once an order has been placed and you have received an order number, our production process begins. Because of the volume of orders 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. 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 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, 1015 Cedarwood Street, Knoxville, TN 37914.

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