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Frequently Asked Questions

When will I receive my order?

It takes us about 4 to 6 business days (not including weekends and holidays) to build and frame your mirror. Shipping takes another 5 to 7 business days (not including weekends and holidays). Most mirror orders should be received after 10 to 14 business days (not including weekends and holidays). If you place the order today, Nov 28th, you should receive it around Dec 14th. For lead time on order of 10 or more mirrors, please contact us.

Is there a tracking number for my package?

Yes, when your order is shipped, we will send you an email with the tracking number to track the status of your package.

What is included in the optional White Glove delivery service?

We can upgrade your order with White Glove delivery service which includes: bringing the package inside your home/office (no stairs), unpacking and taking away all packing materials. Please contact us before or after making the purchase for more details about this upgrade. For residential area, the shipping company will call you to schedule an appointment for delivery. Please note there is an extra charge if you need to have the White Glove delivery service on the weekends. Installation or hanging of the mirror is NOT included with the White Glove delivery service.

When selecting the size of a mirror, is it the inside mirror glass size or the outside of the frame?

The dimensions you are selecting are the outer dimensions of the frame.

Will the final dimension be exactly as specified in the order?

We can come close, between 0.25 inch to 0.5 inch of accuracy, but NOT the EXACT dimension. If you need the item to fit into a particular space, please measure 0.5 inch to 1 inch smaller to avoid fitting issue. We will not be issuing credits/refund/return when an item is within 0.25 inch to 0.5 inch of accuracy.

When will I receive my frame samples?

Frame samples are usually shipped in 1 - 3 business day. The sample package should arrive in 5 to 7 business days depending on your location.

Will you honor the free shipping special or other promotions?

Yes, we will honor any promotion up to 30 days from the date you submitted the sample request form.

Is there a tracking number for my frame sample?

Yes, an email with the package tracking number will be sent to the email address you provided when your samples are shipped.

Can I buy just the mirror, without the frame?

We only sell framed mirrors.

How do I open the package after receiving it?

Please watch the video below:

How do I hang a large mirror to the wall?

Please watch the video below:

How do I secure a leaning mirror to the wall?

Please watch the video below:

How much does a framed mirror weigh?

Weight on the framed mirror will be 5 – 6 lbs per sq ft including packaging. Example: a 30 X 40 framed mirror will be 30 X 40 / 144 = 8.33 X 5.5 = 46 lbs. For any size bigger than 30x30, we recommend having a minimum of two people handling it.

How thick is your mirror and how wide is the bevel on the mirror?

The mirror is 3/16 inch thick. The bevel is cut at 1 inch and 1/4. After we put the frame around it about 1 inch of the bevel is shown.

How big is the box used to ship the mirror?

The carton for the mirrors are 8 inches larger each way from the framed mirror size. The depth of all the carton is 8 inches. Example: a 30 X 40 framed mirror carton will be 38 X 48 X 8.

How to clean my framed mirror?

For cleaning or dusting a frame, ONLY use a clean dry cloth. We DO NOT recommend any cleaning solution to be used on the moulding. The mirror glass part can be cleaned with any glass cleaner on the market and a clean cloth or paper towel.

I plan to buy a mirror for my bathroom, will the humidity in the bathroom damage a mirror or picture frame?

No, the frames we offer are of the highest quality. Every frame finish is sealed with multiple coats of sealant to withstand normal usage in a bathroom.

What is your payment method?

We accept all major credit cards and debit cards: Visa, MasterCard, American Express, JCB, Discover, and Diners Club.

Can I still make changes after submitting the order or cancel the order?

* Order Changes or Cancellation Policy: please check your item dimension, orientation, shipping address, etc. carefully before submitting the order. We might or might not be able to make changes to the order or cancel the order depending on the stage of production of the item. A $25 processing or cancellation fee + any additional fee based on the cost of materials or resources required to make the changes or cancellation, will be applied to your order total or refund.

What is your return and exchange policy?

* Shipment Damages: Please inspect the product immediately upon delivery. In the event that damages occurred in transit YOU MUST CONTACT US WITHIN 2 DAYS OF DELIVERY. If you or your client will be out of town or going on a vacation, let us know within 12 hours of the order confirmation and we can hold the order until you are back in town. We cannot file a damage claim or issue a replacement if you notify us after the 2 day period has expired (no exceptions). We also need photos of the damaged item, box, and packing material as proof to file a claim.

* Return/Exchange/Refund: All return/exchange/refund must be pre-approved before shipping any item back to us. Returned item(s) need to be repacked in its original packaging including interior packing. A 25% restock fee will apply. Customer pays return freight. If you received upgraded service delivery or free shipping special, the actual cost of shipping will be deducted. Upon return, all item(s) will be inspected. Appropriate exchanges, credits and refunds will be issued for the purchase price of the item(s). Orders eligible for refund will be refunded in the original form of tender. Please call our Customer Service Dept. at 1-877-500-1236 with any return/exchange/refund questions.

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Mon - Fri: 9am to 6pm
(Central Time)

500 Canyon Ridge Dr, Ste L200, Austin TX 78753

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