100% Customer Satisfaction, Guaranteed!
We are dedicated to customer satisfaction. If your purchase does not fulfill your needs for any reason, you can return your item for an exchange or refund. You may contact us at 888-653-2276 to request an email return label.
We sell hundreds of sizes and styles of frames, so to keep overhead costs low, we only stock the most popular frames. This means that many of our frames are made-to-order. Average shipping times range between 7 and 10 days, depending on your location. Custom-size frames and mirrors typically ship within 14 days. If you need a frame in a hurry, don't hesitate to contact us. Items that are shipped directly from the manufacturer may take longer, and this is usually noted in the product description. If you require expedited shipping, please contact our Customer Service Department toll free, 888-653-2276, and we'll do our best to meet your deadline. Additional shipping charges may apply.
FOR LAST-MINUTE HOLIDAY SHOPPERS: Unless noted otherwise on the product page, orders placed prior to December 13 will typically be delivered prior to December 24, barring any weather-related delays which are beyond our control. Ground shipping takes between 3 and 6 business days to most areas. If you are ordering after December 13 and your item is a gift, please don't hesitate to check with us about availability and delivery times. We don't want you to be disappointed when your item cannot arrive in time, and expedited shipping is available for most items.
Returned items should be shipped to:
534 N. 1200 E.
Mapleton, UT. 84664
Shipping to and from My Barnwood Frames is at the customer's expense and varies according to weight, size, shipping type and location, except for damaged product that is being returned.
Product that is Not as Expected
We do our best to represent the colors and textures of our frames, mirrors and other items with our online images, but due to the nature of reclaimed wood, colors and textures of barnwood can vary, and range from an almost whitewashed color to a very dark brown or charcoal. Specific color requests can be made in advance by calling 888-653-2276 to discuss your order with a Customer Service Representative. Our options depend on the colors of wood available from our supply, but we will do all we can to accommodate requests. If you do not make a color request in advance, we will ship product with available wood inventory. If you are dissatisfied with the frame upon arrival, please contact us and we will work with you to resolve the issue.
Shipping Outside of the U.S.
We offer very limited shipping of product to Canada, or to other foreign countries when purchase and shipping costs are pre-paid via PayPal. There are NO REFUNDS OR RETURNS on products shipped outside of the boundaries of the United States. In addition, customers who request shipments to other couriers or freight forwarders assume all risk for damage, late delivery, or other shipping problems. For shipments that will leave the U.S., it is understood that once an order is delivered to a freight forwarder, including USPS, the shipment is considered complete and will not be refundable or returnable. We apologize for any inconvenience this might cause, but this policy exists to protect against fraudulent orders.
Please Note: Reclaimed Wood is, by nature, full of imperfections, knots, cracks and 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 clear wood.
Damaged Product may be returned, repaired, or refunded. The following conditions apply:
* You must retain all packaging materials so that the shipment can be returned, and a claim can be filed with the shipping contractor.
* Shipping expense is non-refundable except in cases of damaged or defective merchandise.
* Custom frames are non-returnable unless the product arrives damaged.
Because of the risks inherent with shipping items that contain glass, we do all we can to package items properly to prevent breakage. Unfortunately, handling is beyond our control once your shipment leaves our facility, and from time to time, customers receive a product that has been damaged during shipping. Here's what we can do to help:
If your item is broken or damaged: We will ship a replacement via regular ground shipping. Call 888-653-2276 for more information.
If your glass is cracked or chipped: If glass is cracked or chipped and can be removed without risk of injury, our policy is to refund the cost of the glass, plus a convenience fee, and you can have glass replaced locally by visiting any glass or framing shop.
Shattered glass: If glass is shattered into powder or small shards, we recommend that you contact us at 888-653-2276 to discuss a replacement. Do not unwrap or handle items that arrive with shattered glass, due to risk of injury.
**Items purchased originally with Free Shipping will have standard ground shipping fees deducted from the refund once the item is returned.