If your frame has arrived in the wrong size, please send us an email with the following information:

Order Number
Size that was ordered (LxWxH)
Size that received
+ Photos showing incorrect dimensions

Photographs taken like the examples below will help increase the speed of your replacement order.

• If your matboard’s window comes in the wrong size:

  Please take photos of its window dimension. Please note that windows are always built to be smaller by ⅛-¼” than your artwork size to prevent the artwork from slipping out.

  

  Please also provide pictures your artwork, showing its dimension with a measuring tape.

  In circumstances where the artwork size does not match the window size, please tell us how large you want the window to be.

  For example, if you are using the matboard to frame only a section of a much larger art print. In these cases, the more information we have, the better we can make your replacement piece to fit what you need.

• If your matboard does not fit a frame:

  Please take photos of the outside dimension of the matboard, as well as the inside of the frame (see how to measure Traditional Wood Frame above).

  

  

The plexi glass is usually encased with a paper that resembles cardboard. This is help protect the plexi as we cut. Gently peel of the paper, and your plexi will be ready to use.

Bottom: Back view of a frame with plexiglass and backing.

• Damaged item (in full view and close ups)

  
  

• How it was packaged inside the box

  
  

• Condition in which the box or package arrived in

  
  

If you do not see your situation listed here, or have any questions in regards to your item, contact us at orders@keenartmedia.com.