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SHIPPING INFORMATION

The Design Aglow Frame Shop currently offers shipping only within the U.S. and Canada**. Because of the prohibitive costs of shipping frames internationally, we are currently researching cost-efficient options that will allow Design Aglow frames to be sent worldwide. That means for now, only customers with a valid US or Canada address can create an account to purchase items at the Design Aglow Frame Shop. 

All frames are shipped from Los Angeles, CA via UPS. Shipping costs are based on weight and delivery location. The shipping charges will be calculated upon checkout.

If you are placing an order with a specific deadline, we recommend giving yourself a 5-7 day buffer in case of any unforeseen circumstances, such as shipping damage or delays due to inclement weather.

*Please note: From October 1st through December 31st please allow for an extra 2-3 business days of processing time (7 business days total) due to the high volume of orders during this season. Thank you for your understanding.

**We recommend that customers placing orders from Canada place separate orders for digital downloads and physical products. As you may already be aware, Canadian customers are charged additional fees on shipping from the United States, which is based on the total purchase amount. Because of this, we recommend keeping physical products separate from digital products so there are no extra shipping fees for you to pay on digital products, as we are unable to separate the invoiced amount and are not responsible for any extra charges incurred because of this.

Canadian Orders - About Customs, Duties & Taxes:

When ordering from the Design Aglow Paper Shop, you are responsible for assuring the product can be lawfully imported to your country of residence. 

The recipient is the importer on record and must comply with all laws and regulations of the destination country. International orders may be subject to import taxes, customs duties and fees which are determined by the destination country. The recipient of an international shipment may be subject to these taxes, customs duties and fees, which are charged once the shipment reaches the destination country. Additional charges for customs clearance must be borne by the recipient; DesignAglow.com has no control over these charges and can't predict what they may be. Unfortunately, sellers in the US do not have any means to control or assume these fees. Customs policies vary widely; you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

For your protection, please open and inspect all packages for damage immediately upon delivery.

Using A Shipping Consolidation Service To Ship Overseas:

Please keep in mind that we do not recommend using any type of shipping consolidation service in order to lower the cost of shipping products overseas. If you do decide to move forward with this option, Design Aglow is not responsible for any potential loss or damage to items while in their hands. It is the customer's responsibility to pay for any replacement products.

Help! My order has shipped but I need to change the address:

We cannot guarantee any changes to shipping addresses once the frames have gone through production and left our warehouse. However, if we are able to catch them, any address changes made after the order has been processed will be assessed a $20 change fee.

RETURN POLICY

Damages and Defects:

All of our frames are crafted with the utmost care and packaged with premium handling to ensure that they make it beautifully and safely into you and your clients’ hands. Rarely, mishaps within the shipping process or the handmade nature of our products can cause your frames to arrive damaged or with slight imperfections. While we do our best to package our frames as safely as possible, shipping real glass has the risk of damage. If the glass is damaged during shipping, we can replace the frames with the same shipping terms as your original order, but any expedited shipping becomes the responsibility of the customer. Please make sure to immediately inspect your package upon arrival. Design Aglow is not responsible for any damages that may take place after your order has been delivered. This includes, but is not limited to: weather, pets, vandalism, and theft.

If product damage or imperfection is found or suspected, please follow these steps:


1. Save all packing materials. This includes inner and outer boxes and everything inside.
2. If possible, take pictures of the damaged product and outer packaging box.
3. Notify us within three (3) business days of delivery.

*Due to the limited time span for us to file a shipping damage claim, any damage not reported within three (3) business days of delivery becomes the responsibility of the customer.

All other returns:

Please feel free to contact us if you have any questions or concerns regarding your purchase, as we strive to maintain the highest level of customer satisfaction with our products. If you are unhappy about something specific with your purchase, please let us know! If we are unable to meet your needs, you can return the products to us by following the steps below: 

Returns in perfect condition (no used merchandise) are accepted within 14 days of delivery. Please contact us to initiate your return.

• All returned items must be repackaged and returned in their original packaging and condition. If products are not returned in original condition and packaging, they are subject to a 10% repackaging and restocking fee.
• We are unable to accept returns of partial sets or collections. All returns must include the full a-la-carte set (set of 3 or 4 frames) or full Grab & Go Gallery Collection that was purchased. 
• The customer is responsible for any damage that occurs during return shipment.
          - Packages being returned should be insured by you for your protection.
          - Return merchandise received damaged will not be credited.
          - If you are shipping an item over $75, please consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
• Please allow up to 2‐3 weeks to process your return and refund. A return and refund receipt will be emailed to your address on file.

• If an order is cancelled after it has gone to production, then it is subject to a 10% restocking fee. 

Late or missing refunds:

When a refund is processed, it can take up to 7-10 business days to post to your account. If your refund has not been received after 10 business days, please contact us at returns@designaglowframeshop.com.

Exchanges:

At this time, we can only process exchanges for products that are defective or damaged. If a product does not meet your satisfaction, we will issue a refund so that you may repurchase a replacement. Please see Damages and Defects, or Refunds (above) for specific instructions.