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 within 30 days of receipt of your order. You may contact us at 888-653-2276 to request a RMA (Return Merchandise Authorization).
However, since custom orders are made just for you, we do not accept returns with the exception of orders that arrive damaged
Please call 888-653-2276 or email firstname.lastname@example.org
within 30 days of receipt of your order to request an RMA or Return Merchandise Authorization. We cannot guarantee a refund for products shipped back without prior authorization. Package the product in the original packaging, write the RMA number on the outside box, and return to the address provided when you request your RMA number. Please note that unless damaged or defective, returns on custom sizes or personalized orders are non-returnable. In addition, the following manufacturers require a restocking fee:
Uttermost: 20% restocking fee (model numbers beginning with UM)
Thirstystone (Lazart): 25% restocking fee (model numbers beginning with LAZ)
Returned items should be shipped to:
2279 Mountain Vista Ln, Ste 4
Provo, UT 84606
Shipping to and from MyBarnwoodFrames.com is at the customer's expense and varies according to weight, size, shipping type and location, except for damaged product that is being returned. We recommend insuring the contents of your returned items. If product is damaged when we receive it back, you will not be entitled to a refund.
Product that is Not as Expected
We do our best to represent the style of our frames, mirrors and other items with our online images, but due to the nature of reclaimed wood, colors and textures of barnwood do 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 which may be different than the product photo on our website. If you are dissatisfied with the frame upon arrival, please contact us and we will work with you to resolve the issue.
Damaged Product may be returned, repaired, or refunded within 30 days of receipt. 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.
* We reserve the right to deduct a 20% restocking fee for returns of damaged or defective custom-size frames. Other custom frames are non-returnable.
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. From time to time, customers receive a product that has been damaged during shipping. We must be notified of any damage within 30 days of receipt of your order. 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, or replace it with a piece the same size.
Shattered glass: If glass or mirror 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.
Unfortunately, a high volume of our inquiries for international shipments are fraudulent, and for this reason, we offer international shipping only to Canada. Shipping, taxes and duties, as well as all customs clearance fees, are the responsibility of the customer.
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 products are made-to-order., or are drop-shipped from other suppliers. 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.
Barnwood picture frames: Allow 7-10 days
Collage Picture Frames beginning with model PRO: Allow 7-10 days for black frames, 2-3 weeks for collage frames in any other custom colors.
Vintage Signs beginning with model RHPP: Allow 2 weeks if no changes are made. Vintage signs with custom wording changes-allow 3 weeks for shipping.
Iron Picture Frames and Mirrors beginning with model IRN are made to order and require 4 weeks for shipping
Rustic Hardware beginning with model number SLVF: Made to order. Allow up to 3 weeks for shipping. If the model number is a simple 3-4 digit number, many are in stock and can ship immediately. However, supply varies. Allow up to 3 weeks for shipping or call to confirm availability.
Rustic Art beginning with model number RMP: Allow 3 weeks for shipping.
FOR LAST-MINUTE HOLIDAY SHOPPERS: Unless noted otherwise on the product page, orders placed prior to December 9 will typically be delivered prior to December 23, 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 10 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 many items.
While we do our best to accommodate even last-minute shoppers, many of our products are drop-shipped directly from manufacturers rather from our local warehouse. For this reason, shipping times, and our ability to expedite shipping varies depending on the manufacturer. Most products include a "shipping latency" message, such as "allow 2 weeks for shipping." Check product information carefully before ordering. If rush or expedited shipping is available from the manufacturer, expedited shipping fees may apply. Don't hesitate to call 888-653-2276 for more information.
In addition, the following products may require additional shipping time:
- All vintage signs - allow 2 weeks for shipping and 3 weeks for orders with custom wording changes
- All painted collage picture frames - allow an extra 2 weeks if you are ordering in any color other than black
- All rustic furniture - Larger furniture items require 4-6 week lead times. Rustic furniture must be ordered prior to November 1, 2016 in order to guarantee holiday shipping for the 2016 season.
- Wood signs (model numbers beginning with SS & RH) - Allow up to 6 weeks for shipping
- Rustic Hardware - Many doorknobs and hardware items are in stock. Otherwise, allow up to 3 weeks for shipping. Call for availability if you need your order in a hurry.
- Iron picture frames and mirrors - Allow 4 weeks minimum.