"Man will not live without answers to his questions."
~ Hans J. Morgenthau

Customer FAQ

Product FAQ
Q - Can I mix and match Moldings and Mats?
A - Yes! In any of our double matted products you have the choice to use the molding's coordinating mat or to use a mat from a different molding.  Here is an example order: "I would like to order a 16x20 Designer Collection Frame in the Baroque Black Molding with the Champagne Mat." In FrameWorks this can be done by first selecting the molding and then selecting the mat.

Q - Can I use DC moldings for Wall Folio Frames?
A - Many years ago, Wall Folios were only available in slim line molding and Designer Collections in Deluxe Line molding. Due to popular request and demand, now both Designer Collections and Wall Folios are available in BOTH Slim and Deluxe molding. You can also upgrade your DC or WF to Portrait molding. See price guide for more details.

Q - What is a V-Groove?
A - A thin, shallow, V shaped channel design cut around the opening of the Designer Collection mat. (not available on Tuscan mats). A V groove cut on a black mat with white core will reveal the white core in the V Groove. A V Groove cut on a black mat with black core will not show any difference in color just the design.

Q - What is Acrylic?
A - High quality, totally clear Plexiglass. Shipped as standard on all John Hancocks and on 20x24 or above. Plexiglass is the prefered choice for museums and art collectors as there is no risk to damaging the artwork should the glass break.

Q - Do you have Non Glare Glass?
A - We offer Non Glare Acrylic as our Non Glare alternative to regular glass or acrylic.

Q - Do Ready Made Frames come with backs?
A - Ready Made Frames are frame only and do not come with a back, mat or glass, just the hanging kit.

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Q - What type of frame backs do you offer?
A - Our Desk Art and Futura Frames have easel backs. Wall frames sold with backs have foam board backs.

Q - What is a Raphael Frame (RL)?
A - Raphael mats are a top mat with a fillet, a back mat of the same color as the top mat, and centered in the opening is a piece of self adhesive foam board. The opening of the top mat is slightly oversized to allow you to mount your print onto the foamboard to give the appearance of 'float and rise'. You can dekeledge your print for an even more unique look. Goto the Designer Collection Page under product section to see a sample.

Q - What is Tuscan?
A - Tuscan mats are hand silk screened mats complemented with a fillet.

Q - How do I do a dekeledge?
A - Lay your print on a clean flat surface. Using a long straight edge as a guide, tear the edge of the print so that the edges now are slightly 'ragged' and the photo does not have a uniform straight edge. We highly recommend you practice on a 'reject' print first!

Q - I need a Designer Collection custom size how do I work out the price?
A  - Custom sizes is determined by the next standard size up from the one you want, plus $10.00. E.g. a 14 ½ x 16 would be priced at 16x16 plus $10.00.

Q - I want a Wall Folio combo that I can not find. Can I design my own?
A - Yes you can submit a detailed drawing with sizes clearly marked. We will confirm your design details and charge an additional $10.00 for the custom mat. All other prices are as in the price guide.

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Q - Do Desk Art frames have mats?
A - No they are frame, easel back and glass only, delivered in a presentation box. At this time we do not manufacture Desk Art Mats. However, a Presentation Mat that holds up to a 5x7 will fit perfectly into an 8x10 Desk Art. It works as a great instudio upsale!

Q - How is a Promotional Frame packed?
A - Since these frames are shipped and priced for volume sales we do not ship with the white presentation boxes. They do however still have a box to present your frame to the customer in, it is a brown top loading box.

Q - Do I get back and glass with Promotional Frames?
A - Promo Frames are frame only, no mat, glass or back. The mat, glass and back sandwiches are available for the promo frame – see price list for details.

Q - How long is the wire, can I use horizontal or vertical?
A - It is long enough to do either direction.

Q - What is the largest size Designer Collection I can order?
A – 24x36 (due to the maximum size of the mat board)

Shipping & Delivery FAQ
Q - How long does it take my order to ship?
A - Orders typically ship out of our factory in 2 - 3 days. Ground shipping is included in the price of all our frames (we ship from San Diego). If you require your order to ship faster than ground you can pay to upgrade your shipping to 3rd day, 2nd day or Overnight.

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Q - How much is shipping?
A – Ground shipping is included in all our prices. See price guide for Air upgrades. (a small fuel surcharge is applied to each shipment, this varies depending on charges from UPS)

Q - How do I pay for my orders?
A - We accept the following credit cards: VISA, MasterCard and Discover. We also accept check by phone via ACH.

Q - Do you have a minimum order?
A – Because all of our prices include shipping we have a $40.00 order minimum. Orders falling below this value will incur a small order surcharge of $7.50

Website FAQ
Q - How do I download the Price List?
A - You can download the Price List from the website menu under Catalog. You will need your account #.

Q - Can I see my order status online?
A – Not at this time but keep checking back, it is on the top of our priority list.