Refunds and Returns

Underglass Custom Framing

Effective Date: January 1, 2026

At Underglass Custom Framing, we are committed to providing high-quality custom framing services that meet your style, artistic and preservation needs. We understand that custom framing is a personal and precise process, and we strive to ensure your complete satisfaction.

Ordering Process

• All custom framing services are ordered and paid for by phone or in person at our shop
• Online payments are accepted for print orders only
• Prints can be ordered online and picked up at our store location

Custom Framing Orders

Design Consultation

• Prior to beginning any framing project, we offer a complimentary design consultation
• During this consultation, we discuss your artwork, design preferences, and provide expert recommendations
• We welcome your input and aim to create a frame that perfectly complements your piece

Order Modifications

• Changes to design, materials, or dimensions can be made before we order the materials for your framing project and production begins
• After we order the materials for your specific frame and production has started, modifications may incur additional charges
• Our team will provide a clear explanation of any potential additional costs

Refund Policy

Prints

• Printed orders are final sale once produced
• If a print is damaged or does not meet our quality standards, we will reprint at no additional cost
• Printing errors must be reported within 7 days of pickup

Custom Framing

• Custom framed pieces are non-refundable due to their personalized nature
• In the rare event of a manufacturing defect, we will work with you to repair or replace the frame
• Any frame defects must be reported within 14 days of completion

Artwork Handling and Care

• We take utmost care in handling your artwork during the framing process
• If your artwork is damaged during framing due to our error, we will reimburse you for the artwork’s appraised value
• We recommend obtaining insurance for particularly valuable pieces

Timeframes and Completion

• Estimated completion times will be provided at the time of order
• Sometimes, some variations in completion time may occur based on design complexity and material availability
• We will communicate any significant delays promptly

Contact Information

If you have any questions about our refund or returns policy, please contact us:

Underglass Custom Framing

• Address: 2239 Market Street, San Francisco, CA 94114
• Phone: (415) 252-9844
• Email: info@underglassframing.com

Our team is available during business hours to assist you with any concerns or inquiries.

Policy Updates

• We reserve the right to modify this policy at any time
• Current policy is always available in-store and upon request