Need answers or assistance? Please view our Customer Service FAQ's to see if your question is answered there. If you can't find an answer, feel free to contact us. It's the best and fastest way to contact our Customer Service Team.
You can quickly check the status of your order by clicking on the My Account link located at the top of every page on the site and by clicking here. You will need your registered email address and password to check your order status. When you place an order at you will receive an order confirmation e-mail immediately that will include your order number and summary. If you do not have your order number please refer to your e-mail confirmation or contact us.

A significant amount of damage:

If your carton shows a significant amount of damage please refuse the damaged package(s) only and notify us immediately via email.

Slightly damaged:

If your carton appears only slightly damaged, write "Package Damaged" on the Proof of Delivery (POD) form and accept the package for further instructions.

If you receive an item that is damaged, defective or incorrect, you must notify us via email within 48 hours of receiving the merchandise. Please keep the original box and packaging materials in the case of damage.

Please include the following details that apply to your case in your email:

1/A photo of the damage to your item(s) and a photo of the shipping box it arrived in. This is for us to evaluate the damage and approve your request.

2/Your order number with a brief description of the damage. Please let us know if you'd like a replacement or a refund.

If your purchase does not meet your satisfaction, West Frames will gladly accept returns within 30 days of your delivery date unless the item is marked as final sale. Once the item(s) is 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. A Return Authorization Number is required.
Yes. Whenever you place an order on our website, your credit card (or other payment) information 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.
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. You will be given the option to keep your order (if back ordered) or cancel for a full refund (in either case).
West Frames 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 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 by phone or e-mail in order to further assist you. Please note: We are not responsible for color variations or measurements that slightly off (one inches or less). All Returns will be subject to our return policies & fees.
There is no sales tax collected on any order shipped outside of California. West Frames will collect the appropriate sales tax for orders shipped within the state of California.
Sorry, but we do not deliver products internationally at this time.
Unfortunately, we don't offer expedited shipping. We currently offer standard ground shipping only. Please allow 3-5 business days for production time. Your order will arrive approximately 2-6 business days after orders are processed, and produced.
Shipping charges for your order are calculated and displayed at checkout.
Unless the product is defective or the return is a direct result of a West Frames error, a restocking fee of 20% will be apply to the purchase price paid less shipping and handling, plus any applicable sales tax, which would be applied through a total reduced refund or credit.
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.
We currently ship only to the contiguous U.S. (lower 48 states) at this time. We regret that we are unable to ship to international addresses including Hawaii, Alaska, and Puerto Rico and apologize for any inconvenience.
We do not offer wholesale pricing, at this time. We offer bulk discounts for orders with 10+ items. Please email us for more information.
Yes, please email us for more details.
For online orders we use standard framing acrylic. In-store, we offer several types of glass and acrylic options to choose from.
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