Cancellation & Return Policy
Once an order is received an immediate accuracy review is conducted and the order is approved before release to design and production. Before an order for custom merchandise can be released to production, a deposit for the full purchase amount is required. Accordingly, order revisions and/or cancelation requests for custom manufactured products (ie: frames, etc.) must be received within 48 hours of the original purchase date. A fee may be applicable for modifications requested after 48 hours from the time of purchase. Payment refunds are processed within one week by the method originally used to make the purchase. Refunds over $200 will be issued by check only within 30 days from the date refund authorization is approved. If a cancelation request is received within the first 48 hours, an administrative processing fee of 10% of the order total will be imposed on all canceled orders regardless of the time elapsed since the order was placed. Additional cancelation fees may be imposed for resources already devoted and materials ordered to fulfill an order. Orders paid for by check may be placed on hold if a check is returned for non-sufficient funds. Returned checks are subject to a $30 fee.
Since all frames are custom made to the purchaser's specifications, sales are final after the 48 hour cancelation window has passed. Requests to return defective merchandise must be made within 10 business days of the receipt of merchandise and are exchanged for the same or similar product. Return product must be received in the same new condition in which it was shipped to qualify for a replacement. If attempts to correct defective merchandise are unsuccessful then Frame My TV management may issue a refund if no further remedies apply. When purchasing custom made products, it is recommended that samples be ordered prior to purchasing to ensure the color, finish, or other characteristics are in accordance with the purchaser's expectations. To ensure satisfaction, our personnel will always make a reasonable effort to select as consistent of a piece of material as possible. However, with any naturally grown product, variations in grain pattern and coloring are common.
While we do guarantee a proper fit with any television we frame, we cannot guarantee that by covering the television with a frame some features unique to different TV models may be impacted or unavailable. Commonly impacted features include, digital camera media slots, side mounted A/V connectors, ambient light sensors, powered 3D glasses, etc.
All custom made products are made in accordance to the television manufacturer's specifications or the dimensions provided by the customer. All products are made to an industry standard tolerance of 1/4" from any specified dimensions. In the event incorrect information about the television, model number, or dimensions has been provided by the consumer or television manufacturer, Frame My TV cannot be held responsible for the resulting custom made product. To ensure complete concealment of the television, a nominal overlap of up to 1/8" over the visible screen surface is considered normal.
Samples are not eligible for a refund unless explicitly stated in the description of the item. Samples eligible for a refund would need to be returned in their original new condition with the amount of such refund not to exceed the actual amount paid to Frame My TV. In all instances, the outbound or inbound shipping costs for samples would not be refundable.
Please contact Frame My TV to obtain an RMA number before returning any merchandise. Consumers need to retain original packaging in order to return merchandise. In the event Frame My TV is unable to remedy the problem, a credit will be issued upon receipt and inspection of the merchandise at our warehouse.
Manufacturing and Fulfillment Times
Our manufacturing team understands the importance of timely production. At the time an order is placed with us, we will provide an estimated ship date based upon our current production schedule. In the unlikely event that a delay occurs during, we will work with you to make a reasonable effort to minimize the delay and in some extreme cases will offer a reasonable level of relief for the inconvenience. We cannot however, be held responsible for client delays in providing us with required information necessary for us to meet the production deadlines for a project. Any relief offered is at the sole discretion of Frame My TV management and is evaluated on a case by case basis.
For expedited manufacturing orders where rush service is paid for, should we miss the rush ship date for any reason other than a natural disaster, we will refund the additional service fee paid for the rush service. The product itself though would not be discounted. Frame My TV cannot be held responsible to meet an expedited production deadline if all information required from the client is not received within 24 hours of the order being placed. Any relief offered is at the sole discretion of Frame My TV management and is evaluated on a case by case basis.
Marketing Promotions & Special Offers
Periodically, Frame My TV will offer promotions, discounts, and other special marketing offers. These discounts would be issued in the form of a gift code or gift voucher and must be used by the indicated expiration date for the offer. Unless otherwise specified, marketing offers cannot be combined with any other discount offer nor discounted wholesale pricing which may be available to select approved resellers. All marketing offers have zero cash value and a maximum valid term of 12 months. Frame My TV cannot be held liable for unused offers, discounts, and gift vouchers. Sale offers announced after the date of purchase cannot be applied to past purchases. Frame My TV reserves the right to modify it's discounting and marketing offers policy at any time.
Estimated ship dates are provided as an estimate of the date the order is expected to ship based on current production times. While we always strive to ship on or before the estimated ship date, this date is not guaranteed. The manufacturer also cannot be held liable for delays and/or damages by the shipping carrier. In the event of shipping damages, Frame My TV must be notified within 24 hours and all original packaging materials must be retained for an inspection of the damaged merchandise by the carrier. Failure to cooperate with request by the shipping carriers claims department will result in shipping damage claims being declined and will become the responsibility of the recipient. Shipping damages not reported within this window will be the responsibility of the recipient.
Replacement manufacturing of damaged goods will commence once the shipping carriers claims process has been completed and approved for payment. This process can take as little as 5 days or as long as 120 days and is beyond the control of Frame My Tv. All shipments are F.O.B Haverhill, MA.
The manufacturer is not obligated to provide compensation and/or refunds in the event of an unforeseen manufacturing delay unless the delay is greater than 30 days from the estimated ship date. Upon request orders can be expedited for faster than normal production. Expedited orders are subject to a 15% surcharge computed based on the standard retail price.
Most shipments are delivered via UPS ground or LTL freight shipping. Oversize shipments are shipped via ground freight. White glove delivery options are available upon request, additional fees will apply. White Glove delivery consists of delivery indoors to the room of choice, unpacking of the product, and removal of packaging debris at client's request. White Glove delivery does NOT include installation of your merchandise. Please note that you may want to keep the packaging materials in the event the merchandise needs to be returned. If the recipient is unable to take delivery within 2 business days of arrival at the local storage facility, the carrier will impose storage fees at a rate determined by the shipping carrier. All storage fees are the responsibility of the recipient and will either be billed by the carrier to the recipient or charged by Frame My TV to the original payment method that the recipient used.
Infrared repeater compatibility cannot be guaranteed with every television or in every environment due to factors beyond the manufacturer's control. Use of the wall adapter power pack may be required in some applications. When possible a reasonable effort will be made by the manufacturer or by a third party associated of the manufacturer to remedy any such problems with infrared compatibility in a specific environment. In the event a remedy cannot be determined, the manufacturers liability will be limited to the retail cost of the infrared repeater system. The infrared repeater component carries no warranty when used outside the United States or with a non-United States television model.
It is imperative that orders be released in a timely manner upon completion due to the limited warehousing capacity at our facility. If shipment of an order is delayed at the buyer's request for longer than two business days for any reason, the customer agrees to pay a storage fee of $10/day per shipping handling unit until the order is released for shipment. All accrued storage fees must be paid in full before the order will be released for shipment.
If an order has already been shipped and after multiple delivery attempts the shipping carrier will hold the shipment at their local warehouse until the shipment can be claimed. Shipping carriers will charge a fee for this storage and varies by location. Typical storage fees are $30/day and would be the responsibility of the recipient. In the event a delivery arrangement cannot be made, the merchandise would be returned to Frame My TV and the consumer would be responsible for the return shipping fee as well as any redelivery shipping charges to ship the order a second time.
Authorizedresellers or dealers of our products are independent third party company's. Therefore, any purchase from an authorized reseller is considered to be a private transaction between the authorized reseller and the end consumer. All communications regarding an order, customer support, installation, delivery etc must be conducted directly between Frame My TV and the reseller who made the purchase. Support and/or refunds for merchandise purchased through an authorized dealer are to be resolved between the authorized reseller and the end consumer. Frame My TV cannot be held liable or responsible for the actions, fees or any other business dealings between the authorized reseller and the end consumer. Complementary and/or orders at promotional prices may not carry a standard warranty and may be exempt from manufacturer's guarantees and should be considered purchased "As-Is."
Frame My TV reserves the right to modify return policies, pricing, and/or dealer programs at the manufacturer's sole discretion. Additionally, as a private company, Frame My TV reserves the right to deny service to any individual or company.
The Parties hereby agree that any cause of action, demand or claim arising out of the terms of this purchase shall be brought in the General District Court for Essex County, Massachusetts.