Policies & Procedures (Updated)

Last updated 5/20/2026


OUR APPROACH

Choosing The Photographer’s Framer is not simply purchasing a product. It is entering a partnership.

We believe the final piece matters just as much as the image itself. Over time, we come to understand your work, your edits, your style, and the way your images are intended to be experienced. That familiarity allows us to support consistency in a way that goes beyond simply producing a frame.

To us, you are not an order number. You are an artist whose work we have the privilege of bringing to its final form.

Just as your clients choose you for your eye, your experience, and the years invested into your craft rather than a corporate alternative, that same philosophy carries through in how we operate. We are intentionally a small team, allowing every order to be handled with care, intention, and understanding.

That directly impacts your client.

The piece they receive is not simply assembled, but considered. It reflects your work as it was intended to be seen and reinforces the trust your clients place in you.

The policies that follow are designed to protect that level of quality, consistency, and care for both you and the clients you serve.

 

 

FINE ART PRINT CERTIFICATION

The Photographer’s Framer is a certified fine art print lab by Canson and Hahnemühle.

These certifications are part of global, audit-based programs in which labs must meet strict standards in materials, color management, archival processes, and production quality. Certification is selective and earned, placing The Photographer’s Framer among a limited group of fine art print providers in North America.

This certification reflects our commitment to archival printing standards, museum-quality materials, and long-term preservation.

For your client, this means:

  • Images printed on museum-quality papers

  • Exceptional color accuracy and detail preservation

  • Artwork designed to last for generations, not just years

This level of craftsmanship supports both the experience and the investment your client has made, ensuring the final piece reflects the same care, intention, and quality as the image itself.

 

 

MATERIALS & CRAFTSMANSHIP STANDARDS

All frames are constructed from solid wood and joined by hand, with the exception of the Ophelia, Olivia, Virginia, Nola, and Leigh collections.

Frame corners are secured using glue and pins to create tight, durable, and long-lasting joins.

We use conservation-grade matting that is acid-free, lignin-free, and pH stabilized to prevent fading and color shifting over time. Matting is available in 4 ply, 8 ply, and double or triple ply options.

Prints are mounted using methods that allow the paper to properly breathe and acclimate to environmental changes, helping reduce buckling or slipping over time.

Backing materials, including foam core, meet conservation standards to support long-term preservation.

We use 2.5-3mm thickness acrylic glazing rather than thinner industry-standard acrylic to reduce bowing and flex while increasing structural stability.

For your client, this means:

  • Archival, museum-quality materials

  • Long-lasting frame construction

  • Reduced risk of yellowing, fading, or warping

  • Greater preservation and structural integrity over time

Every material and process is selected with longevity, preservation, and presentation in mind.

 

 

SAMPLES & COLOR ACCURACY

Test prints, moulding corners, matting, and glazing samples should be ordered prior to placing frame or print orders. This ensures you fully understand how your work translates across various papers and materials.

ICC profiles should be followed to ensure accurate color interpretation.

Digital stock images may appear differently on screen due to lighting, monitor settings, and the nature of handmade materials. 

The Ophelia, Olivia, Virginia, and Nola collections are handmade outside of our facility; therefore, corner samples are not available. 

Please do not place client orders for these mouldings without first seeing the product in person.

 

 

PRODUCT SELECTION & SAMPLE RESPONSIBILITY

Due to the custom nature of our products, returns are not accepted based on personal preference.

It is the responsibility of the photographer to ensure familiarity with the product prior to placing a client order. This includes ordering corners, test prints, mat samples, and frame samples when applicable.

The Lab is not responsible for rejected orders or dissatisfaction resulting from a failure to review samples prior to ordering.

Handmade mouldings and materials naturally contain variation in tone, texture, distressing, and finish. 






Product Line Comparison

FEATURES

LUXE Line 

 Museum

LUXE Line 

Conservation

LITE Line 

 Standard

UV Protection

99% UV Protection

99% UV Protection

60% UV Protection

Thickness

3mm

3mm

2.5mm

Glare / Reflection

Reduced glare and reflection

Standard

Standard

Surface Protection

Anti-abrasion

Standard

Standard

Print Guarantee

Included

Included

Not Included

Backing

Tyvek Backing

Tyvek Backing

Paper Backing

Matting

All matting included

All matting included

4 ply matting included

Paper Types

All paper types included

All paper types included

Cotton Rag only

Moulding Options

All mouldings included

All mouldings included

Select mouldings

Designed to meet different levels of preservation, presentation, and investment. 

 

 

DETAILED STOCK IMAGES

Digital stock images may appear differently on screen due to lighting, monitor settings, and the nature of handmade materials. For best outcomes its best practice to order corners and a finished sample prior to ordering


DOWNLOAD STOCK IMAGES HERE

 

 

PRODUCTION TIMELINES

Standard production time for framing orders is approximately 4 weeks from order receipt to departure from the lab.

During peak season, including October through January, turnaround times may increase by approximately 50% due to demand and our team observing federal holidays. 

Shipping timelines are estimates only and are not guaranteed once a package has departed the lab.

We strongly recommend building margin into your client delivery timelines in the event of shipping delays, damages, corrections, or replacements.

For this reason, The Photographer’s Framer recommends quoting clients 8 to 10 weeks for completed framed artwork.

TURNAROUND TIMES


Order Type

Estimated Turnaround

Prints Only & Test Prints

7–10 Business Days

Matted Prints

10–14 Business Days

Sample Kits

7–10 Business Days

Sample Kits Including Finished Frames

Approximately 4 Weeks

Framing Orders

Approximately 4 Weeks

Shipping time is not included.

 

 

HANDMADE NATURE & EXPECTATION OF PERFECTION

All pieces are handmade.

Variations in color, distressing, grain, texture, and aging are expected and are part of the character of handcrafted products.

Wood mouldings and veneers may naturally change tone over time. Dye lots and finishes may also vary slightly between batches.

While we work with leading manufacturers who maintain strong consistency standards, perfect matches cannot be guaranteed.

For perfectly matched collections, all frames should be ordered at the same time.

 

 

WITHIN NORMAL STANDARDS

Our Within Normal Standards document outlines what is considered standard and acceptable within handcrafted framing and fine art production.

It is the responsibility of the photographer to review and understand these standards prior to purchasing.

A defect is defined as an issue falling outside of the documented standards.

REVIEW OUR WITHIN NORMAL STANDARDS

 

 

IMAGE FILE PREPARATION & SUBMISSION

The photographer is responsible for ensuring files are properly cropped, sized, edited, and approved for print.

If corrections are needed prior to production, the Lab will request updated files from the photographer.

Replacement prints resulting from incorrect file submission are the responsibility of the photographer.

Any requested corrections may delay production timelines.

 

 

IMAGE COMPOSITION & MAT OVERLAP

The Lab does not assume creative intent. All work is produced based on submitted files and established lab standards.

Approximately 3/8 inch of the image is covered on all four sides when matted. Photographers are responsible for accounting for mat overlap during cropping and composition.

While we do our best to identify concerns when possible, final file approval remains the responsibility of the photographer.

 

 

EDITING STYLE & FILE REVIEW

Editing styles vary greatly.

Long-term partnership with The Photographer’s Framer allows our team to become familiar with your work and better recognize when something may appear inconsistent.

While we may flag concerns when noticed, this does not replace the photographer’s responsibility for final file review.

This includes, but is not limited to:

  • Cropping

  • Composition

  • Motion blur

  • Soft focus

  • Grain

  • Retouching

  • Overall image quality

All files submitted are treated as final and approved for print.

 

ORDER CHANGES & CANCELLATIONS

Once an order has been submitted, changes are not guaranteed.

Orders submitted cannot be canceled.

Approved changes may result in additional labor, material, or shipping charges.

 

 

SHIPPING & HANDLING EXPECTATIONS

Shipping is the most delicate part of the process.

While every precaution is taken during packaging, framed artwork remains fragile in transit. Packages move through conveyor systems, multiple facilities, trucks, and aircraft before reaching their destination.

Damage during shipping, while uncommon, can still occur.

 

 

SHIPPING DAMAGE REPORTING WINDOW

Shipping-related concerns must be reported within 7 days of delivery.

If drop shipping directly to clients, we strongly recommend requesting notification within 3 days of delivery.

Claims submitted outside of the 7 day window fall outside of the lab’s reporting period.

Required documentation includes:

  • Photos of outer packaging

  • Photos of inner packaging

  • Clear photos of damage

  • Video if requested

Do not discard packaging if damage is present.

For approved shipping claims reported within the reporting window, return shipping will be covered by the Lab provided the original packaging is retained.

Severe shipping damage may not require product return.

 

 

REPAIRS, REMAKES & ELIGIBILITY

Repairs or remakes are offered when an issue falls within the responsibility of the Lab and fall outside our “normal standards document” 

Requests must be submitted within 7 days of delivery.

Products approved for repair or replacement must be returned in their original packaging.

If original packaging has been discarded, packaging and shipping costs become the responsibility of the photographer.

 

 

REPAIR KITS

When frame needs repair and does not require a full remake, repair kits may be provided as a faster and more cost-effective

 

AFTER DELIVERY

Craftsmanship and materials are guaranteed upon arrival.

Issues related to wear and tear, improper storage, environmental exposure, or accidental damage after delivery are not covered.

After the 7 day reporting window, repairs may still be available; however, all associated labor, materials, packaging, and shipping costs become the responsibility of the photographer.

 

 

PRINT GUARANTEE

Lifetime print guarantees apply only to LUXE orders using:

  • Conservation Acrylic

  • Museum Acrylic

Prints must remain in their original frame to maintain eligibility.  Damages resulting from improper storage, falling, smoke, moisture, dirt, dust, extreme temperatures, or theft are NOT covered by this guarantee.  This guarantee applies to the PRINT ONLY and not the frame or other internal contents.

 

 

INSTALLATION & HANDLING

The Photographer’s Framer is not responsible for damage caused by improper installation, handling, storage, or environmental exposure.

Frames should never be stored in hot vehicles or non-climate-controlled environments.

For storage, frames should be wrapped and protected using corner protectors.

 

 

COMMUNICATION & RESOLUTION PROCESS

We value long-standing, respectful partnerships.

To ensure accurate and thoughtful resolution, all concerns must first be submitted directly to The Photographer’s Framer via email.

Our team requests up to 72 business hours to review and respond.

Please refrain from contacting team members privately or seeking resolution through public forums prior to allowing our team the opportunity to review the situation.

Maintaining respectful communication is essential to the partnerships we build. Public escalation prior to resolution may result in account closure or discontinuation of the working relationship.

 

 

LOYALTY PROGRAM

The Loyalty Program offers 10% cash back issued as redeemable points toward future orders. User must opt in to the loyalty program to receive points. We are unable to back date points.

 

 

PARTNER STATUS

Partner membership discounts are reserved for long-standing TPF clients who were grandfathered into the previous partner structure.

Accounts inactive for 90 days will automatically lose partner status discounts.

 The Photographer’s Framer does not currently offer an ambassador program.

 

 

ACCOUNT DISCRETION & EVALUATION

The Photographer’s Framer continuously evaluates account activity to maintain the integrity and consistency of our work.

Our lab targets a damage and return rate below 5% across all accounts. Rates exceeding this threshold may indicate a breakdown in shipping, process, expectations, or alignment.

In these cases, The Photographer’s Framer reserves the right to review, pause, or discontinue the account in order to protect the quality of service and client experience we provide.

Our goal is always to maintain strong, aligned partnerships built on communication, trust, and mutual respect.