Frequently Asked Questions
Will my barnwood frame look like the product photo?
Each frame is made to order and since the product is made out of reclaimed wood, each frame is unique and will vary from the photo shown. The photos on our website are to show the style of frame, not necessarily the colors or tones of the wood that you will receive. You can request certain tones and colors for your item, but keep in mind, our wood supply is continually changing. However, we will do our best to accommodate your request. You can call us to discuss your specific requests or include them in the comments section when checking out online.
Please Note: Reclaimed Wood is, by nature, full of imperfections, knots, cracks and nail holes. This is part of the "charm" of reclaimed wood, and most of our customers EXPECT rustic-looking frames. Please consider this before you order, and if you prefer a frame without visible imperfections, choose one of our rustic frames made from painted new wood.
Will my frame or mirror be the same color as the one I see on your site?
Barnwood comes in several gradients of color and hue, so your frame may look different than what you saw when you were looking at the image on our website. In addition, because monitor colors vary, colors are always approximate. If you have very specific color needs, please check with us in advance.
Why don't you offer "free shipping" on everything in your store?
When “free shipping” became a popular eCommerce trend in 2009, we tried to accommodate this new customer expectation, but found that we had to increase the cost of EVERY product in order to compensate. That meant that some customers were actually paying MORE, not LESS, especially if they ordered several smaller items. To conquer that problem, we decided to offer “free shipping” only for orders over $75. This way, we can keep the costs reasonable for smaller items, while still offering a free shipping discount to the vast majority of visitors.
What size frame should I order?
Our frames are listed by opening size, which means that if the print you want to put inside the frame measures 8x10 inches, you'll need an 8x10 frame. The viewable area of the print or photo from the front of the frame is approximately 7.5 inches by 9.5 inches. In other words, if you want to frame an 8x10 print, order an 8x10 frame. If you want to frame a 9x12 print, order a 9x12 frame. If you want to frame a print that is 25 3/4 x 16 1/4, call us (888-653-2276) and we'll build you a custom frame that will fit!
What is the rabbet depth?
The rabbet is the groove in the back of the frame that holds the image in place. Our standard rabbet is 3/8". Be aware that the rabbet will cover the outside edge of your photo or image. (If it didn't the image would fall right through the front of the frame).
If you need to be able to view your entire print without covering up any of the edges, we can often build a frame with a "custom viewable opening" for a reasonable fee. Your print will need to be mounted to a backing that will hold it in place.
How long before my shipment arrives?
Shipping times depend on manufacturer. Many of our items are made-to-order, or are hand-forged, or require custom personalizations. If an item requires more than two weeks for standard shipping time, this is generally noted in the product description. Typically, you'll need to allow 5-10 days from the time you order. Most larger furniture items take from 4 to 6 weeks for shipping.
IF YOU NEED EXPEDITED SHIPPING ON A PRODUCT, BE SURE TO CALL US. We do our best to accommodate our customers.
Please Note: During high-volume production and shipping times like Christmas and Mother's Day, your order might take 3 or 4 days longer. Be sure to let us know in advance if you need your order to be expedited.
My anniversary is in two days. Can you get a product to me by then?
We'll certainly do our best. Just call one of our customer service representatives to see if your order can be expedited. The number is 888-OLD-BARN (888-653-2276). Expedited shipping costs apply.
Will my frame come with glass?
All of our frames size 11x17 and smaller are priced WITH clear glass included unless noted in the product description. For larger frames, glass may not be offered, due to the risk of damage during shipping, but we do offer clear acrylic glass (Plexiglas) as an alternative.
Plexiglas is less likely to be damaged during shipping, but has the disadvantage of being slightly more expensive and easier to scratch. It works well for posters and less expensive art. For photographs and art prints, we recommend glass. If you prefer, you can purchase glass locally and avoid the risk of damage during shipping. If glass arrives damaged, we will refund the cost of the glass, or arrange for a replacement.
Is hanging hardware included?
Yes. All of our frames, mirrors and rustic decor come with the hardware necessary to attach the frame to the wall. All barnwood frames and mirrors include a sawtooth hanger that you can simply tap into place. Unless you have requested otherwise, we generally do not attach the hanging hardware because most customers prefer to choose the orientation of the frame or mirror once it arrives. If you prefer to have the hardware installed in advance, just make a note in the "comments" section when you check out. Mirrors and heavier items include D-ring hardware.
Can I hang my collage frame vertically instead of horizontally?
Yes. Many of our frames include pre-attached hardware that allows your frame to hang either horizontally or vertically. Other frames include hardware shipped separately so that you can choose the frame orientation.
Can I display my frame on a shelf?
Most frames are packaged to hang on a wall. If you prefer to display yours on a table or shelf, be sure to click the "add easelback" option. If you don't see this option for a frame you like, you can purchase easelbacks separately by clicking here.
What is the biggest mirror or frame that you can produce
We can make very large mirrors and frames. If the length plus the width of your frame or mirror exceeds 90 inches, we typically ship via LTL Motor Freight. This shipment will arrive on an 18-wheel truck. LTL shipping costs will apply. Call us for a quote.
I love the look of some of your smaller frames, but I want a large mirror with the same frame style. Is that possible?
We do all kinds of custom work. Please contact one of our customer service representatives with your request. Allow 3 weeks for custom frames and mirrors.
Do you offer wholesale pricing?
We do not currently offer wholesale pricing, but can offer bulk discounts on selected products that we manufacture in-house, including our reclaimed wood picture frames and mirrors.
Bulk pricing is available on all of our in-house reclaimed wood picture frames and mirrors:
Bulk orders of 10 frames or more (same size, same style) qualify for a 15% discount.
Bulk orders of assorted frames totaling $400 or more qualify for a 15% discount.
Bulk orders of 50 frames or more (same size, same style) qualify for a 20% discount.
Orders of three or more identical mirrors qualify for a 15% discount.
Bulk orders ship at the regular ground shipping rate. Unfortunately, we are not able to combine bulk discounts with other promotions, such as sale prices or free shipping discounts.
Bulk prices on other items available on the website are subject to some limitations, due to manufacturer's Minimum Advertised Prices (MAP Pricing). Bulk pricing and policies are subject to change without notice. We ship bulk orders within the US and Canada only. U.S. customers call our toll free number, 888-653-2276 with any questions. Canadian customers can reach us at 801-491-9755.
Regular business hours are Monday - Friday 9 a.m. to 5 p.m. Mountain Time.
What happens if I don't like my order after it arrives?
We offer a 100% satisfaction guarantee. If your product is damaged or defective, we will replace it immediately. However, if there is a problem with your order, we must be notified within 30 days of receipt. If you simply don't like the product, or you changed your mind, we'll refund the cost of the item, less outgoing shipping charges. Customers pay return shipping fees on returns of goods unless they are damaged or defective. Returns or exchanges must occur within 30 days of receipt of your order. Bulk orders of 10 frames or more that are returned may incur a 15% restocking fee. In addition, some of our manufacturers require a restocking fee. Since custom orders are made just for you, we do not accept return unless the product arrived damaged.
My frame arrived damaged. What do I do?
First of all, SAVE all of the packaging materials so that we can file a claim with the shipping contractor. Next, call us at 888-653-2276 and we'll make arrangements to send you a replacement right away.