How can we help?
Here are answers to our most commonly asked questions.
If you can't find what you're looking for here please contact us.
How long does it take to receive my order (US)?
We use the United States Postal Service, because it is convenient, and offers the lowest price, which we pass on to you. Standard Shipping is First Class Mail or Priority Mail depending on package weight. Shipments will get to you in 2-5 business days (from ship date, estimated delivery, not guaranteed) depending on your proximity to Nashville, TN. If you need Expedited shipping we offer that as well with delivery time of 1-3 business days (from ship date, estimated delivery, not guaranteed).
Orders with Gallery Frames ship UPS Ground and Fedex Ground. Each piece is custom framed at the time of purchase, and shipped direct from our framer. Thus orders that include Gallery Frames will take two weeks to process + shipping time. If you choose "Expedited" shipping at checkout this option gives an expedited framing service, but still ships Ground Service.
How long does it take to receive my order (International)?
If you live outside the United States, we use First Class Mail International and it generally takes 2-5 weeks. If you require faster shipment we offer International Priority Mail which has an expected delivery time of 10-15 business days for major markets (NOTE: these are not guaranteed delivery times, but expected delivery times).
However in some cases it can take up to 6 weeks. International shipments can have many factors that slow it down, primarily the customs process, and collecting of any taxes or duties on receipt. This is out of our control, and the US Postal Service itself does not guarantee any delivery times internationally, thus neither can we. We will not consider your order "lost in the mail" until at least 6 weeks from shipping date.
Often what we have found in slow delivery times is that carriers have attempted delivery, but the recipient was not available to receive it. Many carriers must collect customs fees upon receipt. If you have not received your package after a few weeks it is most likely being held at the local post office or customs office awaiting you to pay the customs fees and pick it up.
Gallery Frames are not available to ship internationally.
Will I have to pay sales tax?
If you live in the U.S., in Tennessee, you will be charged sales tax automatically at checkout.
Will I have to pay International duties or customs fees?
Most likely. If you live outside the United States you may be responsible for any customs fees, taxes, and possibly even an additional delivery fee imposed by your country's postal service. Often these fees must be paid before you can receive your package. These fees are not included. Please take this cost into consideration when purchasing. Visit Duty Calculator for an estimate.
My item is defective or was damaged in shipping. What do I do?
Keep the damaged item, and the damaged packaging. Take pictures of them and contact us. We will file a claim with the shipper, and send you a replacement if available. If a replacement is not available we will offer you a refund or another item of equal value.
Non defective and resalable items may be returned within 30 days of purchase. A refund will be issued minus shipping cost. Please contact us for returns, and we will issue you a return shipping label. Gallery Frames are made custom to order and cannot be returned.
Will you reprint an item that is out of stock?
Maybe. Sometimes we will do a reprint if there is demand for a certain item. Other times we retire items permanently to focus on creating new work. The best way to let us know you want something that is sold out is to contact us. Then signup for the mailing list to find out when it is available again.
Do you offer wholesale?
Yes we do. Please fill out our contact form and select "wholesale" with some introductory info and a link to your store. We'll be in touch quickly with our wholesale information.
Can I license one of your illustrations for use on my product?
We do offer licensing, but because there are so many factors we like to talk specifics about your project instead of addressing them all here.
Can I work for Familytree?
We are not currently hiring any full time positions (but that can change). You are welcome to reach out for an internship or send a resume, which we will keep on file.