FAQ

Shipping is a flat $17 per order anywhere in the United States, and free on orders of $65 or more. The charge is shown at checkout before you pay.

Unusually large or heavy orders may need a freight quote — if that applies to your order, we'll contact you before shipping it.

Orders are processed within 1–2 business days, then take about 5–7 business days in transit — so most orders arrive within 6–9 business days of being placed.

We process and ship Monday to Friday, excluding U.S. holidays. Orders placed after our daily cutoff, at a weekend or on a holiday begin processing the next business day. During major sales and holidays, processing can take a little longer.

Delivery estimates are not guaranteed — transit times come from the carrier and can be affected by weather, delays or peak-season volume.

Almost certainly not. We ship from three fulfilment centres — Edison NJ, Hardeeville SC and Fontana CA — and route each order from whichever location can fill it best. An order with several items may ship in more than one package, from more than one location, and arrive on different days.

Give the remaining parcels a couple of business days. If they still haven't arrived, email help@americanflat.com with your order number and we'll track them down.

When your order ships you'll get a confirmation email with a tracking number and link. You can also look it up any time on our Track Your Shipment page.

If you haven't received tracking within a few business days of ordering, email help@americanflat.com.

Check around your property, with neighbours, and any safe-drop spots the carrier may have used — most packages turn up within a day.

If it doesn't, tell us within 10 days of the marked delivery date so we can file a claim. Claims submitted after that window can't be honoured.

Not at this time. We ship within the United States, including U.S. P.O. boxes.

The frame size is the size of the frame itself. The mat opening is the window cut in the mat — the size of the artwork it's designed to display.

On a matted frame these are different numbers. A 16x20 frame with a 12x16 mat hangs as a 16x20 piece and displays a 12x16 print. As a rule of thumb the mat opening is one standard print size down from the frame, and the mat overlaps the edge of your print by about ¼ inch so nothing shows through.

Most of our matted frames can also be used without the mat — lift it out and the frame displays a print at its full size.

Our full pairing table is in the Size Guide.

Measure the artwork you want to display, not the wall. Then either pick a frame in that exact size for an edge-to-edge look, or pick a matted frame whose mat opening matches your art.

Full instructions, standard print sizes and a pairing table are in the Size Guide.

The size in the product name is the frame size — the outer edge measures slightly larger, because the moulding sits outside it. Exact outer dimensions and moulding depth are listed in the Product Details section of every product page.

If you're framing a poster with text near the edge, check the moulding width there too — a wide moulding will overlap the outermost part of the print.

Our frames use shatter-resistant glazing — impact-safe and clear, and safer around children and pets than traditional glass. The glazing type for a specific frame is listed in its Product Details.

New frames arrive with a protective film on both sides of the glazing. Peel it off before hanging — it's easy to mistake for a scratched or cloudy surface.

Yes — hanging hardware is included in every box, and most frames arrive with sawtooth and D-ring hardware already attached.

Hanging orientation varies by frame and by size. Some smaller frames are pre-fitted to hang in one orientation only, or to stand on a desk. The Product Details section on each page states what that frame supports. If you need a specific orientation and the page isn't clear, email us before you order.

Yes. Our mats are acid-free and archival, so they set off your art without yellowing your print over time.

We're sorry — email help@americanflat.com within 14 days of delivery and include:

• Your order number
• A photo of the damaged item
• A photo of the box it shipped in

Both photos matter — the box tells us whether the damage happened in transit, and it's what lets us file the carrier claim. Once we have them we'll ship a replacement. Damage claims outside the 14-day window can't be honoured, so please open the box and check the contents even if you're not hanging it right away.

First check whether the rest of your order is still in transit — orders often ship in several packages from different fulfilment centres and arrive on different days.

If everything has arrived and something is still missing, email help@americanflat.com with your order number and what's missing, and we'll send it out.

Email help@americanflat.com with your order number and a photo of what arrived. We'll get the right item to you and tell you what to do with the wrong one.

Returns are accepted within 30 days of delivery. Items must be unopened, unused and in their original packaging, and must include the original packing slip so we can identify the sender. Items returned in unsuitable condition will be refused and not refunded.

Return shipping is the customer's responsibility. You can buy a flat $12.95 return shipping label from us. Original shipping charges are non-refundable.

Refunds go back to your original payment method within 7–10 business days of us receiving the return.

Full details: Return & Refund Policy.

Washed or used items, final sale items, and wall art. Product-specific return eligibility is shown in the Shipping & Returns section of each product page.

Damaged or defective items are handled separately — see the damage question above. You don't need to return a damaged item to get a replacement.

We don't offer direct exchanges. To swap an item, return it within the eligible window and place a new order for the one you want.

We begin processing orders immediately, so cancellations can only be accepted within one hour of placing the order. Email help@americanflat.com straight away with your order number.

The same applies to changing a shipping address — once an order has been picked or shipped we can't redirect it, and you'd need to contact the carrier directly.

Restock timing varies by frame, size and colour. Email help@americanflat.com with the exact frame, size and colour you're after and we'll tell you what we know.

Yes. Many frames have bulk tiers built into the product page — buy 3 units and save 5%, 6 units and save 8%, or a full case of 8 and save 15%. The exact tiers are shown on each product page.

For larger volumes, see Wholesale & Bulk Orders or email help@americanflat.com.

We don't currently make custom-cut frames. We do carry an unusually wide range of standard sizes — some collections offer more than 80 — so it's worth checking the size list on the product page before ruling us out.

No — offers can't be combined, and a discount code can only be used once per order and once per customer. Codes must be applied at the time of purchase and aren't valid on past orders. Additional restrictions may apply.

Yes — 25% for students, teachers and academia, military and veterans, nurses and first responders, and seniors and caregivers.