Customer Service

If you are looking for information on how to make a payment, check order status, find your school rep or make changes to an existing order, please check out our Top Questions FAQ page.

I ordered a Grad Pack that included a frame and I haven’t received it.

We are happy to check on your order. Contact us at 1.800.677.3726.

What do I do if I don’t see my school or organization listed on your website?

We serve over 2,800 schools and organizations. If you don’t see yours listed, visit our Frame Creator to create your own custom frame, or contact our Customer Service department at 1.800.677.3726 to discuss Special Order options.

What is your return policy? I’d like to know before placing my order.

If frame is purchased directly from Framing Success and you are not completely satisfied with your purchase, simply call us within 30 days of receipt for a replacement frame, or a full refund of your purchase price, minus shipping and handling charges. For product return information, please contact customer service 1.800.677.3726. For frames purchased through a college bookstore, please refer to the store’s return policy.

How long will it take to receive my frame order?

All frames are handcrafted. Standard Orders are shipped within 2-4 weeks from receipt of order. Frame Creator and Special Orders require up to 4-6 weeks from receipt of order.

Can I purchase the mat or medallion separately?

No, licensing requirements do not allow us to sell the mats or medallions separately.