framingsupplies.com's Frequently Asked Questions
If you have a question that does not appear in our FAQs or if you need further clarification on any of the responses given here, please feel free to contact us at 800-334-9060.
- I've been a customer for a long time. Why isn't my email account recognized?
Your email account is not recognized because you must first create an account on framingsupplies-shop.com. When you first create your account it will ask for your email address and for you to create a password. After you have completed this process, your email address will be recognized.
- How do I create an account on your website?
To create an account on framingsupplies-shop.com, click here to get to the "log in" page. In the second box on the page it says "New Customers: Please provide your billing information". Fill out the information in the following boxes and then click the "Submit the Information" button at the bottom of the page. If you are buying for personal use or your business uses a residential address, please leave the Company Name field blank.
- I've ordered with your company before, why don't my previous orders show up on my account?
Thank you for being a continuing customer. When you create an account on framingsupplies-shop.com you will be able to look back at previous orders that you have made on this site. Unfortunately there is no way to tie telephone orders or orders made through our other websites to this account.
Questions about Products
- Do you sell points for the T220 Tab Point Gun?
The T220 Tab Point Gun uses the same flexible points as the Logan Dual Driver. These LOG-F55 flexi-points can be found here.
- What are the differences in the 3M ATG Guns?
We sell three different types of 3M ATG Guns; the 700, 714 and Advanced Tape Glider.
The 3M 700 Applicator is an industrial use applicator that standardly uses 1/2" or 3/4" tape. You can use 1/4" tape with this applicator also but a special adapter is needed. This applicator is the most common one used for the picture framing industry.
The 3M 714 Applicator is an industrial use applicator that only uses 1/4" tape.
The 3M Advanced Tape Glider is an applicator made for home and hobby use that uses only 1/4" tape. This applicator is very popular with scrapbookers and other paper crafters.
- What kind of tape do I need for my 3M ATG Gun?
The type of tape that you need for your 3M ATG Gun will depend on two things, what gun you have and what the tape is being used for.
Which size of tape you use will depend on which applicator you own. The 3M 700 Applicator uses 1/2" or 3/4" tape. If you have the special adapter (sold separately) then it can also accomodate 1/4" tape. The 3M 714 Applicator and the Advanced Tape Glider both only use 1/4" tape.
Which type of tape you use will depend on your project and only you can determine which one will work best for your needs. The chart below gives some information that may aid in your decision making.
|Type||Description||Adhesive Thickness||Possible Uses|
|924||3M 924 General Purpose Adhesive||2 mil||mounting promotional items and posters, core starting, mounting picture frame mat boards and dust covers.|
|908 Gold||3M 908 Acid Free Adhesive||2 mil||scrapbooking, photo albums, archival framing, any time you need to maintain an acid free environment|
|987||3M 987 General Purpose Adhesive||1.7 mil||seal pocket folders, bond mat boards, picture framing, splice paper, films and foils, general purpose bindery attachment|
|969||3M 969 High Strength Adhesive||5 mil||folders and boxes, attach fabric swatches in sample books, assemble point-of-purchase displays|
- What kind of tape would I use to hinge mats?
There are two kinds of linen tape used to create hinges when picture framing, self-adhesive and gummed.
Self-adhesive linen tape is an extra strong linen cloth coated with a neutral pH acrylic adhesive. The high thread count makes it an excellent choice for hinging window mats to backer mats. Simply cut to size, then peel and stick.
Gummed linen tape is a water activated tape, with 65/55 thread count fabric, that provides superior strength for hinging, mounting or repair applications. The neutral pH adhesive has high tack, lay flat properties that make it a favorite for hinging mats and heavy pieces of artwork. Simply cut to size, then wet and stick.
Some people also use Acid Free Artist Tape as a less expensive option to create hinges. However, when using artist tape, the process is not as easily reversed (or the tape removed) as it would be with the linen tape that is designed for this task.
- Where on your website can I find D-Ring Hangers?
D-Ring Hangers are located in our online catalog under Framing Supplies - Wood Frame Hangers. To access this from any page on our website, click the yellow link for Framing Supplies on the left hand side of the page. This will open a new page listing all Framing Supplies categories. Scroll down to the bottom of that page and you will find an image/link for Wood Frame Hangers. Click that link and on the following page you will find an image/link for D-Ring Hangers. Click that link and you will get a list of all the d-ring and strap hangers that we offer.
- Why won't you ship me 5 sheets of matboard? Why do I have to order 25 sheets of matboard?
Mat board must be ordered in increments of 25 sheets or the equivalent of 25 sheets in order to fill our specially designed shipping carton. We must completely fill this carton to insure that your mat board arrives to you in the best possible condition. All 25 sheets do not have to be the same.
- How do I know what size frame to order?
When determining what size frame to order you will need to measure the outside size of the mat and glass you are framing. Order the frame size according to that measurement. We do allow for the industry standard 1/8" when we cut your frame. For example if you measured your glass and it was 16x20, you will want to order a 16" pair and a 20" pair. What you will receive will be two pieces of 16 1/8" molding and two pieces of 20 1/8" molding so that when you join those 4 pieces you will have a completed frame to house your 16x20 artwork.
If you are framing stretched canvas or a canvas panel you will measure the outside dimension of your canvas and order accordingly. Take special care to measure the actual piece that you have and to not just order based on the size the canvas claims to be. For canvases, the manufacturer's size and the actual size are not always the same. To ensure that your frame will fit, order based on the actual measured size of your canvas just like you would order with a mat and glass.
- Can I order frame sizes larger than 40"?
You can certainly order frame sizes that are larger than 40". Please call on the phone (800-334-9060) for pricing and to order frame sizes larger than 40" or to order length molding. Keep in mind that lengths longer than 60" can't be shipped by FedEx but would need to ship instead by motor freight carrier.
Questions about Shipping
- How do I determine my shipping cost before completing my order?
To determine an approximate shipping cost before completing your order you can use our shipping estimator. Once you have added items to your shopping cart, click the link for the shopping cart at the top of the page. On the shopping cart page, under the list of items in your cart, there is a button on the bottom left of the page that says "Shipping Estimator". Clicking on this button will open a pop-up that shows the different shipping options (and their estimated costs) that are available for you.
- I don't live near your pickup location. Why am I given Store Pickup as the only shipping option?
This happens occasionally when you add things to your shopping cart that have a high weight. Unfortunately, the cart has no way to process how many packages the order will be split into and it thinks that the maximum weight for shipping has been exceeded. For instance, if you order 75 sheets of mat board the cart doesn't know that this will be shipped in 3 separate boxes and it sees this order as being to heavy to ship so it gives "Store Pickup" as the only option.
If this happens you can either call 800-334-9060 and place your order over the phone or you can place multiple online orders.
- Why is glass so expensive to ship? Why does glass ship motor freight?
Glass is rather heavy and fragile so it is shipped on a pallet by motor freight carrier. This is to help ensure that it arrives to you intact. The cost for this is determined by how many boxes of glass you order and your location. Because of this shipping method, glass cannot be ordered through our website but must instead be ordered by phone, 800-334-9060.
- Why did my order incur an additional shipping charge after the order went through?
Unfortunately no shipping estimator is perfect. Generally we get accurate shipping charges. However sometimes with items that are considered oversize or that must ship motor freight we have to charge additional shipping charges.
We wish that we could always go with the charges the website gives you but rarely we must add additional charges. If this happens, we will contact you before adding any additional charges to your credit card.
- Why is there no shipping to my area?
Unfortunately due to product limitations we are unable to process international orders through our website. Please contact us by phone, 800-334-9060, to place your international order. Some restrictions may apply.
Questions about Returns
- I received the wrong product. May I send it back?
Merchandise that is unused and in resalable condition is acceptable for return. If we made an error in size or color, you may (within 5 days) call us for correction, credit or refund. Call us at 800-334-9060 and state the problem, order date and invoice number. You will be given an RMA Number (Return Merchandise Authorization), which should be labeled clearly on the outside of the package.
No returns will be accepted without an RMA Number. Merchandise returned as a result of customer error (if unused and resalable) could be subject to a restocking charge. Any merchandise returned without an RMA Number, if accepted, will be subject to a restocking charge. Any claims against an order must be made within 5 business days after delivery. Please check your order upon arrival. If you have any problems, please let us know immediately.
Books, videos and any custom cut merchandise are not returnable.
- I ordered the wrong frame/frame size (or cut mat/mat size). May I return it?
All frames and mats are custom cut to your specifications and therefore are non-refundable.
- My order was damaged in shipping. What do I do?
- For a FedEx order that was damaged in shipping:
If your order has sustained damage in shipping, contact us to get a claim filed with FedEx.
Please send an email to email@example.com with your name, the phone number on your account, the order's invoice number (if you have it), a brief description of the damage and photographs of the damage.
We will file a claim with FedEx and once the claim is processed we will replace the damaged items. It can take 7-10 days for a FedEx claim to be processed. If you need items to be replaced sooner than that, please reorder the necessary items and when the claim is processed we will issue a refund instead of replacement.
- For a motor freight order that was damaged in shipping:
If your order has sustained damage in shipping, the shipment must not be accepted until the transportation company makes not on the bill or delivery receipt indicating the extent of the damage or shortage. File your claim directly with the carrier.
To properly handle a claim, please keep all shipping cartons, packing materials and damaged merchandise for inspection by the shipper. Otherwise, the shipper may not honor your claim.
Notify us that you have filed a claim with the shipper and we can initiate arrangements for replacement.