Frequently Asked Questions
Need answers or assistance? Please view our Customer Service FAQ's to see if your question is answered there.
If you can't find an answer, feel free to contact us. It's the best and fastest way to contact our Customer Service Specialists.
Q: How do I check the status of my order?
A: You can quickly check the status of your order by clicking on the My Account link located at the top of every page on the site and by clicking here. You will need your registered email address and password to check your order status.
When you place an order at westframes.com you will receive an order confirmation e-mail immediately that will include your order number and summary.
If you do not have your order number please refer to your e-mail confirmation or contact us .
Q: What do I do if my order arrives damaged?
Significant amount of damage:
If your carton shows a significant amount of damage please refuse the damaged package(s) only and notify us immediately via email.
If your carton appears only slightly damaged, write "Package Damaged" on the Proof of Delivery (POD) form and accept the package for further instructions.
A: If you receive an item that is damaged, defective or incorrect, you must notify us via email within 48 hours of receiving the merchandise. Please keep the original box and packaging materials in the case of damage. To initiate a damage claim, please click here.
Please include the following details that apply to your case in your email:
- 1. A photo of the damage to your item(s) and a photo of the shipping box it arrived in. This is for us to evaluate the damage and approve your request.
- 2. Your order number with a brief description of the damage. Please let us know if you'd like a replacement or a refund.
Q: What is your return policy?
A: All product(s) must be returned within 30 days of original delivery date. All returns must be in original packing and in new condition. Please see our return policy for details.
Q: Do I need a RMA for returns or exchanges?
A: Yes, any merchandise returned to us unauthorized will be refused. Please contact us for a RMA number. Please ship your parcel back to us freight prepaid! We suggest that you use FedEx Ground Service "Insured". Sorry, we cannot accept COD or freight-collect shipments. No goods will be accepted for exchange or return without authorization.
Q: How do I return an item?
A: How to Make a Return
- 1. Please email us for a Return Authorization Number prior to returning the product.
- 1. Write your Return Authorization Number on the original order invoice (emailed to you) or packing slip with your return.
- 2. If you do not have a copy of your original invoice or packing slip, please include a piece of paper with your full name and address, phone number, Return Authorization Number and your order number.
- 3. Pack and seal your return securely in its original packaging.
- 4. Send via UPS/Fed-Ex or insured parcel post for proof of delivery. If your return package is lost, we are not responsible for reimbursement or compensation for the lost merchandise.
- 5. All returns should be addressed to:
West Frames, Inc.
16441 Magnolia Street Suite B
Westminster, Ca 92683
Q: Is it safe to use my credit card online?
A: Yes. Whenever you place an order on our website, your credit card (or other payment) information is protected by Secure Sockets Layer (SSL), a sophisticated technology that encrypts all your private information as it travels over the Internet. For details on this and other ways we protect your security, see our privacy statement.
Q: What if my product is backordered or discontinued?
A: We do our best to ensure products are in stock but they can, from time, to time, become backordered or discontinued by our suppliers. We will notify you as soon as we become aware of a backorder or discontinuation. You will be given the option to keep your order (if backordered) or cancel for a full refund (in either case).
Q: Will my item look exactly like the picture?
A: West Frames makes every effort to provide high quality images, and measurements to assist you in selecting your order. However, images may vary in color depending on your monitor color settings. Sometimes measurements are rounded off, and occasionally they will vary slightly from the description. If precise dimensions or colors are critical to your order we suggest contacting us by phone or e-mail in order to further assist you. Please note: We are not responsible for color variations or measurements that slightly off (three inches or less). All Returns will be subject to our return policies & fees.
Q: Do you charge sales tax?
A: There is no sales tax collected on any order shipped outside of California. West Frames will collect the appropriate sales tax for orders shipped within the state of California.
Q: How long will it take to receive my order?
A: Please allow 3-5 business days to process your order and 5-7 business days for your order to arrive after shipment confirmation.
Q: How will you ship my order?
A: West Frames offers nationwide delivery within the 48 US contiguous states. Shipments weighing less than 150 lbs. are usually made using common carriers such as FedEx, UPS, and DHL. Items shipped via common carrier will normally take about 5-7 business days or less to arrive to the customer's home once it has shipped. Common carriers do not normally call in advance to schedule a delivery. If the customer is not home, the carrier will generally leave the package at the front door with no signature required.
Items weighing more than 150 lbs. are usually shipped by the freight company. Items shipped via Freight usually take about 7-14 business days to arrive to the customer’s home once it has shipped. The delivery agent will contact the customer to set up a delivery time which is most convenient for the customer.
Q: What about delivery confirmation?
A: We send tracking numbers through our automated e-mail system. This will allow you to track your order to your door. You will usually receive a phone call for large items that ship via Freight to work out shipping details.
Q. What is your cancellation policy?
Q: Do you ship internationally?
A: Sorry, but we do not deliver products internationally at this time.
Q: Do you deliver to APO/FPO?
A: Sorry, but we do not deliver to APO/FPO at this time.
Q: What is free shipping and how do you ship those orders?
A: Free shipping is that, its free! When shipping smaller item(s) we typically use ground carriers like UPS or FedEx. For larger items we will use a freight company to deliver it to the threshold or first covered space.
Q. When am I charged for my order?
A. All orders placed begin to process immediately with our manufacturers, therefore, your card is charged at the time you submit your order.
Q. What forms of payment do you accept?
A. Visa, Master-card, Discover, American Express, Paypal, Check, Cashier’s Check and Money Order.
Q: What is acrylic gel texture framed art?
A: Acrylic texture-glazed framed arts are becoming more popular in today's contemporary art trends. Acrylic gel texture finish provides a canvas like appeal without glare or reflection. Acrylic gel texture arts comes hand-finished with a nonreflective 100% acrylic polymer coating that protects the art image. This is not the traditional glass or plexi-glass glazing but rather a highly textured gel-coat finish. Images are framed and ready-to-hang.