Shipping policy

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