Effective Date: 8/27/25

Welcome to Family Frame. These Terms of Service ("Terms") constitute a legally binding agreement between you ("Customer," "You") and Family Frame Digital Frames LLC, doing business as Family Frame("Family Frame," "We," "Us"). By purchasing a product from familyframe.co or using our hardware, you agree to be bound by these Terms.

IF YOU DO NOT AGREE TO THESE TERMS, DO NOT PURCHASE OR USE OUR PRODUCTS.

1. The "Dual-Service" Nature of Our Product

To ensure full transparency, you acknowledge that the Family Frame product consists of two distinct components provided by separate companies:

1. The Hardware: The physical digital frame, power adapters, and packaging are sold and warranted by Family Frame.
2. The Software (Uhale): The operating system, mobile app, cloud services, and any in-app subscriptions are provided by a third-party partner, Zeasn/Uhale ("Software Provider").

By using the device, you agree that your use of the software is separately governed by Zeasn/Uhale’s Terms of Service and Privacy Policy. Family Frame is not a party to the user agreement between you and the Software Provider.

2. Orders, Pricing, and Payments

• Order Acceptance: Placing an order is an offer to buy. We may accept or decline orders at our discretion. A contract is formed only when you receive a Shipping Confirmation email.
• Pricing: Prices are listed in U.S. Dollars. We reserve the right to correct pricing errors (e.g., a $0.01 glitch). If a pricing error occurs, we will cancel the order and refund you.
• Taxes: Sales tax is calculated at checkout based on your shipping address.
• No Order Cancellations: All orders are final. Once an order is submitted, it is immediately sent to our fulfillment center for processing and cannot be canceled or modified. This strict policy ensures we meet our fast shipping guarantees.

3. Shipping & Risk of Loss

• Delivery Estimates: Shipping times are estimates and are not guaranteed. We are not liable for delays caused by carriers (UPS, USPS, FedEx).
• Transfer of Title: You own the hardware once the carrier marks the package as "Delivered" to your address. We are not responsible for package theft after delivery ("Porch Piracy").

4. Returns & Warranty (Summary)

This section summarizes our separate policies, which are incorporated into these Terms: 

• 2-Year Limited Warranty: We warrant the hardware against manufacturing defects for 2 years.
• No Accidental Damage: We do not cover cracked screens or damage caused by drops/mishandling.
• Review Full Policy: Please read our full Return Policy and Warranty Policy for detailed instructions.

5. App Subscriptions & In-App Purchases

IMPORTANT: The Uhale App may offer optional "Paid Accounts" or cloud storage subscriptions handled via Apple Pay or Google Play.

• We Do Not Manage Subscriptions: Family Frame does not have access to your billing for in-app purchases.
• No Refunds for Apps: We cannot refund charges made through the Uhale App. All subscription disputes, cancellations, or refund requests for software features must be directed to Apple, Google, or Zeasn/Uhale.
• Auto-Renewal: If you subscribe to a service within the App, you acknowledge it is an agreement between You and Uhale, subject to their auto-renewal terms.
• Future Third-Party Pricing Changes: Any marketing claims regarding "No Subscriptions" or "Free App Usage" refer to the state of the service at the time of your purchase. You acknowledge that the Software Provider (Uhale/Zeasn) is an independent third party that reserves the right to change their business model, introduce premium tiers, or charge fees for future features at their sole discretion. Family Frame guarantees that we will never charge a subscription for the hardware itself, but we are not liable if the third-party software provider introduces fees for app usage in the future.

6. User Conduct & Content

You are responsible for the photos and videos you upload to your frame.

• Prohibited Content: You agree not to upload content that is illegal, pornographic, violent, or violates the intellectual property rights of others.
• Right to Disable: Family Frame and its Software Provider reserve the right to disable accounts that violate these standards, without refund.

7. Software Availability & Updates

• No Guarantee of Uptime: While we strive for perfection, Family Frame does not guarantee that the Uhale App or Cloud Servers will operate 100% of the time without interruption.
• Mandatory Updates: The Software Provider may automatically install firmware updates to secure your device. You agree to these updates as a condition of using the product.
• End of Life: Family Frame guarantees software support for the duration of the 2-Year Warranty. We are not liable for software incompatibility arising after the warranty period (e.g., if future smartphones are no longer compatible with old frame hardware).

8. Limitation of Liability

TO THE FULLEST EXTENT PERMITTED BY LAW:

1. Hardware Liability: Family Frame’s total liability for any claim related to the purchase or use of the physical product is limited to the amount you paid for the product.
2. Data Loss: Family Frame is not responsible for the loss of any photos, videos, or data stored on the device or in the cloud. You should always keep backups of your photos on a separate device.
3. Indirect Damages: We are not liable for any indirect, incidental, or consequential damages (e.g., loss of profits, emotional distress, or loss of data) arising from the failure of the hardware or software.

9. Dispute Resolution (Binding Arbitration)

Please read this carefully. It affects your rights.

• Governing Law: These Terms (regarding your purchase of Hardware) are governed by the laws of the State of California.
• Binding Arbitration: Any dispute arising between You and Family Frame shall be resolved exclusively by binding arbitration in Sacramento, California, administered by the American Arbitration Association (AAA). You waive the right to a trial by jury or to participate in a class action lawsuit.
• Software Disputes: Disputes specifically regarding the Uhale App software or data privacy (which are governed by Zeasn’s Terms) may be subject to arbitration in Beijing, China, per Zeasn’s separate Terms of Service.

10. Force Majeure

Family Frame is not liable for delays or failures in performance caused by events beyond our reasonable control, including but not limited to acts of God, war, strikes, global supply chain disruptions, internet service provider failures, or server outages at the Software Provider.

11. Mobile Messaging / SMS Program

By opting into our SMS/text messaging service (e.g., via our website pop-up or checkout), you agree to receive recurring automated promotional and personalized marketing text messages (e.g., weekly photo prompts, cart reminders) from Family Frame.

Your participation in our SMS program is explicitly governed by our separate [Mobile Terms of Service], which are incorporated by reference into this overarching agreement. Consent is not a condition of any purchase. Reply STOP to cancel anytime. Message and data rates may apply.

12. Contact Information

Legal notices or questions regarding these Terms may be sent to:

Family Frame Digital Frames LLC

Business Address: 2108 N ST #14002 SACRAMENTO CA 95816

Shipping & Return Address: 5627 TELEGRAPH AVE #178 OAKLAND CA 94609

Email: support@familyframe.co

Phone: 510-616-7474

For questions specifically regarding the Uhale App, data servers, or app account deletion, please contact the software provider directly at privacy@zeasn.com.

Mobile Terms of Service

Effective Date: 3/18/26

The Family Frame mobile message service (the "Service") is operated by Family Frame Digital Frames LLC, doing business as Family Frame ("Family Frame," "We," "Us"). Your use of the Service constitutes your agreement to these terms and conditions (“Mobile Terms”). We may modify or cancel the Service or any of its features without notice. To the extent permitted by applicable law, we may also modify these Mobile Terms at any time and your continued use of the Service following the effective date of any such changes shall constitute your acceptance of such changes.

By consenting to Family Frame’s SMS/text messaging service, you agree to receive recurring SMS/text messages from and on behalf of Family Frame through your wireless provider to the mobile number you provided, even if your mobile number is registered on any state or federal Do Not Call list. Text messages may be sent using an automatic telephone dialing system or other technology. Service-related messages may include updates, alerts, and information (e.g., order updates and weekly photo prompts). Promotional messages may include promotions, specials, and other marketing offers (e.g., cart reminders).

You understand that you do not have to sign up for this program in order to make any purchases, and your consent is not a condition of any purchase with Family Frame. Your participation in this program is completely voluntary.

We do not charge for the Service, but you are responsible for all charges and fees associated with text messaging imposed by your wireless provider. Message frequency varies. Message and data rates may apply. Check your mobile plan and contact your wireless provider for details. You are solely responsible for all charges related to SMS/text messages, including charges from your wireless provider.

You may opt-out of the Service at any time. Text the single keyword command STOP to +18882448975 or click the unsubscribe link (where available) in any text message to cancel. You'll receive a one-time opt-out confirmation text message. No further messages will be sent to your mobile device, unless initiated by you. If you have subscribed to other Family Frame mobile message programs and wish to cancel, except where applicable law requires otherwise, you will need to opt out separately from those programs by following the instructions provided in their respective mobile terms.

For Service support or assistance, text HELP to +18882448975 or email riley@familyframe.co.

We may change any short code or telephone number we use to operate the Service at any time and will notify you of these changes. You acknowledge that any messages, including any STOP or HELP requests, you send to a short code or telephone number we have changed may not be received and we will not be responsible for honoring requests made in such messages.

The wireless carriers supported by the Service are not liable for delayed or undelivered messages. You agree to provide us with a valid mobile number. If you get a new mobile number, you will need to sign up for the program with your new number.

To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the Service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.

We respect your right to privacy. To see how we collect and use your personal information, please see our Privacy Policy.

Legal notices or questions regarding these Terms may be sent to:

Family Frame Digital Frames LLC

Business Address: 2108 N ST #14002 SACRAMENTO CA 95816

Shipping & Return Address: 5627 TELEGRAPH AVE #178 OAKLAND CA 94609

Email: support@familyframe.co

Phone: 510-616-7474

For questions specifically regarding the Uhale App, data servers, or app account deletion, please contact the software provider directly at privacy@zeasn.com.

Effective Date: 8/27/25

At Family Frame Digital Frames LLC, doing business as Family Frame ("Family Frame," "we," "us"), we aim to deliver your order quickly and safely. Please read our shipping terms below to understand processing times, costs, and responsibilities.

1. Processing Time & Order Modifications

• Order Confirmation: You will receive an email confirmation immediately after placing your order.
• Processing & Packing: Orders are typically packed and dispatched from our facility within 1–3 business days. This standard processing time applies even if you are utilizing our multi-address shipping feature or have added gift wrapping to multiple frames.
• Peak Seasons: During holidays or high-volume periods, processing may take slightly longer. We will notify you via email if there are significant delays.
• Order Modifications (1-Hour Grace Period): Because our system processes orders quickly, you have a strict 1-hour window after placing your order to email us at support@familyframe.co with any address corrections. After 1 hour, we cannot cancel or change orders (including address modifications).

2. Shipping Destinations, Rates & Tracking

We currently ship exclusively to the United States and Canada. We do not offer shipping to other international destinations at this time.

• United States (Primary Market): We provide Free Standard Shipping on all orders delivered within the contiguous United States. Estimated delivery is 2–7 business days after dispatch.
• Canada: Shipping to Canada requires a flat $10.00 fee per unique Canadian address entered at checkout. Estimated delivery is 7–21 business days. Delivery times vary significantly based on local customs processing speed.
• Multi-Address Tracking: If you utilize our Multi-Ship cart feature to send frames to different addresses, you will receive separate shipping confirmation emails. Each email will contain a specific tracking number and clearly list the individual frame(s) associated with that particular shipment.

3. Customs, Duties & Import Taxes (Canada)

Items shipped to Canada may be subject to import duties, taxes, and customs fees (VAT/GST).

• Recipient Responsibility: These fees are determined by your local customs office and are not included in the checkout price. They are the sole responsibility of the recipient.
• Refused Packages: If a package is refused due to unpaid customs fees, we will deduct the original shipping cost and any return shipping fees from your refund.

4. Damaged Items (72-Hour Reporting Window)

We take great care in packaging your frame and gift wrapping. However, accidents can happen during transit.

• Inspection Required: Please inspect your package(s) immediately upon arrival.
• How to Report: If an item arrives damaged, you must contact us at support@familyframe.co within 72 hours of delivery.
• Required Evidence: Your email must include your Order Number and clear photos of both the damaged box and the damaged product.
• Resolution: Claims made within 72 hours with valid proof will be eligible for a free replacement. Claims made after 72 hours may be denied, as shipping carriers generally do not accept late claims.

5. Lost or Stolen Packages

• Transfer of Title: Title and risk of loss pass to you once the shipping carrier marks the package as "Delivered" to the address provided.
• Stolen Packages: Family Frame is not responsible for packages that are stolen after delivery ("Porch Piracy"). We recommend tracking your shipments closely to ensure someone is home to receive them.
• Missing but "Delivered": If your tracking says delivered but the recipient does not have it, please check with neighbors and your local post office. Carrier GPS scans can often verify exactly where the package was dropped off.

6. Address Accuracy & Returned Shipments

It is your responsibility to ensure the shipping addresses entered in the cart are 100% correct. Note on Multi-Ship Orders: If you are shipping frames to multiple addresses, Shopify will still ask for a general "Delivery" address on the final payment screen. Please enter your own primary/billing address there; our system will route the individual frames based on your in-cart selections.

• Incorrect Addresses: We are not responsible for orders shipped to an incorrectly entered address.
• Return to Sender: If a package is returned to us by the carrier due to an incorrect address, missing apartment number, or failure to claim the package, we can re-ship the item to the correct address for a $15 Re-Shipping Fee per returned package. Alternatively, we can refund the returned item minus a $15 Return-to-Sender processing fee to cover our incurred shipping costs. (Please note: This applies to carrier-returned packages, not our 30-Day Guarantee returns. See our Return Policy for standard return instructions).

7. Contact Us

For questions about your order, warranty, or website privacy:

Family Frame Digital Frames LLC

Business Address: 2108 N ST #14002 SACRAMENTO CA 95816

Shipping & Return Address: 5627 TELEGRAPH AVE #178 OAKLAND CA 94609

Email: support@familyframe.co

Phone: 510-616-7474

Effective Date: 8/27/25

At Family Frame Digital Frames LLC, doing business as Family Frame ("Family Frame," "we," "our," or "us"), we are committed to helping you stay connected. We provide a comprehensive 2-Year Limited Warranty to protect against manufacturing and software defects.

1. The 30-Day Money-Back Guarantee

We know buying tech for your family is a leap of faith. If you are not completely happy with your Family Frame, you can return it within 30 days of the delivery date for a full refund of the product price.

Please note: We do not offer exchanges or replacements during this 30-day return window, only refunds.

• Condition: The frame must be returned in its original packaging with all included cords and accessories.
• Return Shipping: Simply email us at support@familyframe.co. We will provide a prepaid return shipping label, the cost of which will be deducted from your final refund.
• Original Shipping: Please note that original shipping costs (such as the $10 Canadian shipping fee or multi-ship routing fees) are non-refundable.

2. Strict Exclusions (What is NOT Covered)

This warranty applies only to manufacturing and software defects. It does not cover:

• Accidental Damage: Damage resulting from drops, spills, cracked screens, mishandling, or improper storage by the customer. We do not cover accidental breakage under any circumstances.
• Network Issues: Connectivity issues arising from the customer’s home WiFi network, firewall settings, or internet service provider speeds.
• Third-Party Business Changes: Changes made by the software provider (Uhale) regarding third-party app integrations, feature discontinuation, or interface updates that do not render the device functionally unusable based on its capabilities at the time of purchase.
• Unauthorized Modifications: Any attempt to open, repair, or modify the hardware or software by anyone other than Family Frame support.

3. Software Troubleshooting & Liability

Because our frames rely on software to function, we require a verification process to distinguish between device failure and user-error/network issues.

• Mandatory Troubleshooting: Before a replacement is approved for software issues, you must complete a mandatory troubleshooting session with our Support Team.
• Verification: If the troubleshooting process determines that the issue is caused by the customer’s network, mobile device settings, or incompatible WiFi router, a replacement will not be granted.
• Functionality Scope: We warrant the software functionality as it existed at the time of purchase. We are not liable for incompatibility with future third-party mobile devices (e.g., new smartphones released after the warranty period) or updates to the Uhale platform that are outside of Family Frame’s control.

4. Privacy & User Data

Your Family Frame stores personal photos and memories. Protecting your privacy is your responsibility.

• Factory Reset Required: You must Factory Reset the device to wipe all personal data before mailing it back to us, using the given instructions.
• Liability Waiver: Family Frame and its partners are not responsible for any personal data, photos, or information left on returned devices. By sending a device to us, you acknowledge that any data remaining on the device may be irretrievable and accessible to our refurbishment team.

5. How to Request a Return or Warranty Claim

To initiate a return or warranty claim, please follow these steps or visit our Warranty Policy:

1. Contact Support: Email support@familyframe.co with your Order Number and let us know if you are requesting a 30-Day Return or a Warranty Replacement. (If it's a warranty issue, please attach photos/video of the defect).
2. Approval & Shipping: We will provide you with a Return Merchandise Authorization (RMA) and a shipping label.
3. Inspection & Refund: Once received, our team will inspect the frame. For 30-day returns, we will issue your refund to the original payment method within 5-7 business days. For warranty claims, we will ship your replacement. Please note: Warranty claims are eligible for replacements only. No refunds will be issued for warranty claims after the initial 30-day window has passed.

6. Contact Us

For questions about your order, warranty, or returns:

Family Frame Digital Frames LLC

Business Address: 2108 N ST #14002 SACRAMENTO CA 95816

Shipping & Return Address: 5627 TELEGRAPH AVE #178 OAKLAND CA 94609

Email: support@familyframe.co

Phone: 510-616-7474

Effective Date: 8/27/25

This Limited Warranty applies to physical goods, and only for physical goods, purchased from Family Frame Digital Frames LLC, doing business as Family Frame ("Family Frame," "we," or "us") (the "Physical Goods").

1. What Does This Warranty Cover?

Family Frame warrants that the hardware components of the Physical Goods will be free from defects in material and workmanship under normal use for a period of two (2) years from the date of delivery (the "Warranty Period").

During the Warranty Period, Family Frame will replace, at no charge, products or parts of a product that proves defective because of improper material or workmanship, under normal use and maintenance.

2. Software Coverage & Limitations

Your Family Frame relies on software provided by a third-party partner (Uhale). Our warranty regarding software is limited to the following:

• Functionality: We warrant that the software will be functional and allow the device to operate as intended at the time of purchase.
• Support Life: We guarantee software support and functionality for the duration of the 2-Year Warranty Period.
• Troubleshooting Requirement: All software-related warranty claims require the customer to complete a mandatory troubleshooting session with Family Frame support. If the issue is determined to be a result of the customer’s network (WiFi), mobile device incompatibility, or internet service provider, the warranty claim will be denied.

Disclaimer: Family Frame does not warrant that the operation of the software will be uninterrupted or error-free. We are not liable for feature removals, interface changes, or service interruptions caused by the third-party software provider that do not render the device completely unusable.

3. What Does This Warranty NOT Cover?

This Limited Warranty does not cover any problem that is caused by:

• Accidental Damage: Conditions, malfunctions, or damage not resulting from defects in material or workmanship. This includes, but is not limited to: dropping the frame, cracked screens, water/liquid damage, and broken ports due to aggressive handling.
• Misuse: Damage caused by using the frame outside of the published user manual guidelines (e.g., using an incorrect power adapter).
• Change of Mind / Buyer’s Remorse: Returns requested simply because you changed your mind, no longer need the item, or ordered by mistake. We do not offer returns or refunds for buyer's remorse; returns are only accepted for hardware defects or operational failures as outlined in this policy.
• Unauthorized Modifications: Any damage resulting from attempts to open, repair, or modify the hardware or software by anyone other than Family Frame.
• Cosmetic Damage: Scratches, dents, and broken plastic on ports that occur after delivery.
• Third-Party Business Model Changes: This warranty covers hardware defects and software functionality (bugs/crashes). It does not cover changes to the third-party software provider’s business model, such as the introduction of subscription fees, paywalls for previously free features, or the removal of free cloud storage tiers.

4. Your Remedy (Replacements)

If a defect arises and a valid claim is received within the Warranty Period, Family Frame will, at its option, exchange the product with a new or refurbished product that is functionally equivalent to the original product.

• No Refunds: No cash refunds will be issued. The sole remedy under this warranty is a replacement unit.
• Warranty on Replacement: A replacement Physical Good assumes the remaining warranty of the original Physical Good or ninety (90) days from the date of replacement or repair, whichever is longer.

5. Data Privacy & Responsibility

Family Frame is not responsible for any data, images, or personal information left on a device returned for warranty service.

• Customer Responsibility: It is the customer’s sole responsibility to Factory Reset the device and wipe all personal data before returning the device.
• Data Loss: You acknowledge that any data on the returned device may be irretrievable. Family Frame is not liable for the loss of any photos or data during the replacement process.

6. Limitation of Liability

PLEASE READ CAREFULLY: TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, FAMILY FRAME SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR ANY LOSS OF PROFITS OR REVENUES, WHETHER INCURRED DIRECTLY OR INDIRECTLY, OR ANY LOSS OF DATA, USE, GOODWILL, OR OTHER INTANGIBLE LOSSES, RESULTING FROM (i) YOUR ACCESS TO OR USE OF OR INABILITY TO ACCESS OR USE THE PRODUCT; (ii) ANY CONDUCT OR CONTENT OF ANY THIRD PARTY INCLUDING THE SOFTWARE PROVIDER.

IN NO EVENT SHALL FAMILY FRAME’S AGGREGATE LIABILITY FOR ALL CLAIMS RELATING TO THE PRODUCT EXCEED THE AMOUNT YOU PAID FOR THE PRODUCT.

7. How to Obtain Warranty Service

To obtain warranty service, you must first contact us at support@familyframe.co to determine the problem and find the most appropriate solution.

1. Provide your Order Number.
2. Provide photos or video evidence of the defect.
3. Complete the required troubleshooting steps.
4. If approved, ship the device in its original box and packaging (or packaging providing equal protection) using the provided prepaid label.

8. Contact Us

For further questions about your order, returns, or our warranty:

Family Frame Digital Frames LLC

Business Address: 2108 N ST #14002 SACRAMENTO CA 95816

Shipping & Return Address: 5627 TELEGRAPH AVE #178 OAKLAND CA 94609

Email: support@familyframe.co

Phone: 510-616-7474

Family Frame is committed to ensuring that our website and digital services are accessible and user-friendly for everyone, including people with disabilities.

If you have difficulty viewing or navigating any content on our site, or if you notice a feature or functionality that you believe is not fully accessible, please email support@familyframe.co with “Accessibility” in the subject line and describe the issue or provide suggestions for improvement.

We take your feedback seriously and will review it as we continue to improve accessibility for all visitors. While we do not control third-party content or services, we strongly encourage our partners and vendors to provide accessible and user-friendly digital content.

Legal name: Family Frame Digital Frames LLC

Trade name: Family Frame

Phone Number: 510-616-7474

Email: support@familyframe.co

Business Address: 2108 N ST #14002 SACRAMENTO CA 95816

Shipping & Return address: 5627 TELEGRAPH AVE #178 OAKLAND CA 94609