Help & FAQs
Please view our Customer Service FAQ’s to see if your question is answered there
Pre Sale Questions
Q: What is your Production Time?
Our frames & mirrors are made to order. Please allow 5-7 business days for production time. Your order will arrive approximately 2-8 business days after orders are processed and produced, depending on your delivery location. Delivery time does not include Saturdays, Sundays, or holidays. Items purchased together will not necessarily be shipped together. All ship times are on business days.
Q: Do you charge sales tax?
There is no sales tax collected on any order shipped outside of China. Sunflower price do not include custom tax at your side.You must undertake the custom tax when frame delivery to your address.
Q: Can I cancel or change my order once it is placed?
To cancel an order, you must email us within 48 hours of placing your order to process the cancellation. Any orders placed on weekends will be processed and canceled the following business day. Requests to cancel your order can be accepted by email & Whatsapp.
Q: Do you offer Samples?
We do not provide samples, if you have batch order and want a sample to see the quality, you can please one pc order here.
Q: Do you offer picture frame mats?
We offer frame matting by request, as an add-on to your frame order. Please message us for a price quote.
Q: Is it safe to use my credit card online?
Yes. Whenever you place an order on our website, your credit card information (or other payment method) is protected by Secure Sockets Layer (SSL), a sophisticated technology that encrypts all your private information as it travels over the Internet. For details on this and other ways we protect your security, see our privacy statement.
Q: Do you offer any discounts for corporate or bulk orders?
We offer bulk discounts for orders with 10+ items. Please email us for more information.
Q: What kind of glass do you use for picture frames?
For online orders, we use plexigalss. In-store, we offer a variety of glass and acrylic options for you to choose from.
Q: Can I order a frame without plexiglass but still include the backing and framing tabs?
Yes! Simply select the frame-only option when placing your order. You can request that we include a backing board and/or install flexible framing points, so your frame arrives ready for you to add your own glazing (such as glass).
Custom Size Framing
Q: Do you offer custom-size framing?
We offer custom-size framing for our frames. except for our baroque & plein air picture frames. We have many differnt kinds of type frame.Please download catalogue.
Q: How do I request a custom-sized frame or mirror?
Please contact us for a custom size price quote by whatsapp or email. Please provide the frame style name, color, and size for a price quote. A customized quote will be emailed to you, usually within one business day.
Q: Do you offer custom colors?
Yes, we offer custom colors.Please contact us if you want custom colors
Orders
Q: How do I check the status of my order?
You can easily check the status of your order by clicking on the “My Account” link located at the top of every page on our website. To access your order status, you’ll need to enter your registered email address and password. After placing an order at sunflowerframe.com, you will receive an immediate confirmation email that includes your order number and a summary of your order. If you cannot find your order number, please refer to your email confirmation or contact us for assistance.
Q: What if my product is back-ordered or discontinued?
We do our best to ensure products are in stock, but they can, from time to time, become back-ordered or discontinued by our suppliers. We will notify you as soon as we become aware of a backorder or discontinuation of the product. You will be given the option to keep your order (if back-ordered) or cancel for a full refund (in either case).
: Do you use a standard allowance for your picture frames?
Yes, our frames have a standard allowance of 1/8″ inch. To help your art fit securely inside the frame without being too tight, we typically allow for an extra 1/8th of an inch allowance. So, your frame will be just slightly larger than your art.
Q: What is my picture frame's viewable area?
Most of our frames have a standard rabbet width, also known as the frame lip, of 1/4″, thus the front viewable opening will be slightly smaller. For example, an 8″ × 10″ picture frame is to fit an 8″ × 10″ photo with a viewable opening of 7-1/2″ x 9-1/2″ inches.
Q: Will my item look exactly like the pictures?
Sunflowerframe makes every effort to provide high-quality images and measurements to assist you in selecting your order. However, images may vary in color depending on your monitor’s color settings. Sometimes measurements are rounded off, and occasionally they will vary slightly from the description. If precise dimensions or colors are critical to your order, we suggest contacting us in order to assist you further. Please note: We are not responsible for color variations or slight discrepancies in measurements.
Shipping
Q: Where do you ship?
We currently ship North America country and some Europe country. Next, the ship countries will
more and more.
Q: Do you offer expedited shipping?
Unfortunately, we don’t offer expedited shipping. We currently offer standard ground shipping only. Please allow 5-7 business days for production time. Depending on your delivery address, your order will arrive approximately 2-8 business days after orders are processed and produced.
Q: How much is Shipping?
We offer-free shipping service for sales countries
Q: Which carrier will ship my Order?
We ship by DHL/Fedex/UPS and others.
Q: Why is a signature required for my order?
For certain high-value orders, we require a signature at delivery to protect your purchase. This ensures your package is securely received and not left unattended. If you’re not home, the carrier will provide instructions for redelivery or pickup.
Q: My order was returned to the sender. What do I do?
If an order is returned to us due to an incorrect address, refusal by the recipient, or failure to sign for a high-value delivery, it will be considered an unauthorized return. Unauthorized returns may be subject to a 20% restocking fee, plus the original shipping cost.
Returns
Q: What is your return policy?
If sunflowerframe purchase does not meet your satisfaction, We will gladly accept returns within 30 days of your delivery date unless the item is marked as a final sale. Once the item(s) are received by us, in the original packaging with no damage, in new condition, we will process a refund to your original payment account within 2 business days. Retrun Shipping Cost will be responsibled by yourself
Q: What items are non-refundable?
We do not accept returns/exchanges on custom-made or special order items. These types of sales are Final Sale and are non-refundable and/or exchangeable.
Q: How long does it take to process a refund?
You should expect to receive your refund within two weeks of giving your package to the return shipper; however, in many cases, you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (2 to 3 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
Q: Can I exchange my order?
Please follow the standard returns procedure to return the items you do not wish to keep and place a new order for the replacement item.
