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| A PROBLEM WITH YOUR ORDER?
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| Although we strive to meet our turnaround times while producing the best quality, occasionally mistakes can happen. If your order has arrived in the wrong size, damaged, or not to your expectation, please send us the following information and we do our best to resolve the issue.
Please ensure that photos clearly capture ALL of the item (and measuring tape, if needed) in full view.
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| WRONG SIZED FLOATER FRAMES
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If your frame has arrived in the wrong size, please send us an email with the following information:
Order Number
Size that was ordered (LxWxH)
Size that received
+ Photos showing incorrect dimensions
Photographs taken like the examples below will help increase the speed of your replacement order.
Stepped Floater
To measure a Stepped Floater frame, make sure that you measure between the edges of the steps.
L-Shaped or Tapered Floater
To measure a L-Shaped or Tapered Floater frame, make sure that you measure between the bottom edge of the walls.
Notes of consideration: L-Shaped floater frames are generally built approx ¼” bigger on all sides in order to create the “gap” effect. Floater frames are also built with a thin margin to accommodate any slight variations in size or squareness of the artwork.
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Take clear photos of your frame in full view, and make sure the angle is as clear as possible.
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| WRONG SIZED TRADITIONAL WOOD FRAME
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To measure a wood frame, make sure to measure the inside dimension of the lip. This should fit your artwork’s total size.
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| MEASURING MATBOARDS
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- If your matboard’s window comes in the wrong size:
Please take photos of its window dimension. Please note that windows are always built to be smaller by ⅛-¼” than your artwork size to prevent the artwork from slipping out.
Please also provide pictures your artwork, showing its dimension with a measuring tape.
In circumstances where the artwork size does not match the window size, please tell us how large you want the window to be.
For example, if you are using the matboard to frame only a section of a much larger art print. In these cases, the more information we have, the better we can make your replacement piece to fit what you need.
- If your matboard does not fit a frame:
Please take photos of the outside dimension of the matboard, as well as the inside of the frame (see how to measure Traditional Wood Frame above).
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| MISSING PLEXIGLASS
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If you've ordered a frame with plexi and backing board, often the plexi is already slotted inside the frame for safe keeping. It appears like a sheet of cardboard.
The plexi glass is usually encased with a paper that resembles cardboard. This is help protect the plexi as we cut. Gently peel of the paper, and your plexi will be ready to use.
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Top: Front view of frame, with plexiglass and backing.
 Bottom: Back view of a frame with plexiglass and backing.
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| DAMAGED ITEM
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If an item arrives damaged, please send us photos of the:
- Damaged item (in full view and close ups)
- How it was packaged inside the box
- Condition in which the box or package arrived in
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At KeenArt Media, we believe in high quality workmanship and service. Although we inspect all our products before shipping, occasionally there may be some minor imperfections. This is due to our handmade process, as we personally build, stretch, assemble, or custom-make each art or framing order on demand. Due to the specialized nature of our services, we are not always able to provide full refunds or replacements for certain imperfections.
If you do not see your situation listed here, or have any questions in regards to your item, contact us at orders@keenartmedia.com.
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