The questions people ask before buying a frame, and the ones they ask on the day the parcel arrives. If yours is missing, email us using the address at the foot of the page.
Choosing a size
The frame says 11×14. What size photograph does it take?
Two different numbers, both on the product page. An 11×14 inch frame used with its mat usually holds an 8×10 inch photograph; used without the mat it holds the full 11×14. Measure the print you already own and match it to the photo size, not the frame size.
What do the numbers on the page mean?
Every product page carries the outside frame size, the photo size it takes with and without the mat, the glazing (real glass or acrylic), the finish, and whether it hangs, stands, or does both. Where a figure is not available we leave it blank rather than invent one.
Glass or acrylic?
Glass is clearer and heavier and can crack; acrylic is lighter and safer around children and survives the courier better. The product page says which one a piece uses. Where we cannot verify it, we write glazing and nothing more.
Buying and delivery
What does delivery cost?
Free on orders of ₹999 and above. Below that, one flat ₹59 covers the whole order — no handling, packing, fragile, fuel or remote-area fees.
How long does it take?
Handling is 1 to 2 business days, then transit 3 to 7 business days — about 3 to 5 business days to metro PIN codes and 3 to 7 business days elsewhere in India. Total from Thane, Maharashtra: 4 to 9 business days. Orders confirmed after 3:00 PM IST join the next working day queue.
How can I pay?
UPI before dispatch, or Cash on Delivery when the parcel arrives. We do not accept cards or PayPal, and we never store payment details. Prices are in Indian rupees (INR).
Is GST added at checkout?
No.The business is not registered for GST. GST registration is not applicable to the business at this time, so GST is not charged separately on orders and we cannot issue a GST tax invoice bearing a GSTIN. An order invoice is included with the parcel; it is not a GST tax invoice. The price shown is the final price — nothing extra is charged at checkout.
Do you ship outside India?
No. We deliver within India only.
On arrival
The glass is cracked. What do I do?
Stop, do not hang it, and do not remove the broken pane. Framed pieces travel with glass. Check the parcel for breakage while the courier is still at your door, and film the unboxing within 48 hours if anything is cracked. We then replace the piece or refund it in full, whichever you prefer, and we pay the return shipping.
Is this normal, or is it a fault?
Normal: a faint smell of new timber for a day or two, a protective film on the glazing that peels off, small differences in grain and tone between two frames of the same finish, and hanging hardware packed loose in a bag rather than fitted. A fault is different: cracked or chipped glazing, a split or bowed moulding, a mat cut to the wrong opening, a backing board that will not sit flush, or a missing hanging fitting. Report a fault within 48 hours of delivery with the unboxing video.
Is anything not included?
Unless the product page lists it, no — we do not supply photographs, printing, mats in non-standard cuts, wall plugs, or hanging tools, because a mat has to match the picture you already own, and the right wall plug depends on your wall. Buy those locally.
Hanging and care
How do I hang it safely?
Fix the hook into a sound wall with a plug suited to the surface, hang anything from 11×14 inches upward on two points rather than one, and keep frames away from beds and cots. We do not supply plugs or tools, and a heavy piece on a hollow wall is a job for someone who fits them for a living.
How do I look after it?
Dust the moulding with a dry cloth, spray glass cleaner onto the cloth and never onto the frame, keep the piece off damp walls and out of direct afternoon sun, and check the hook once a year.
Returns and warranty
What is the return window?
10 days from delivery. The frame must be unhung and unused, complete in the original packaging with the corner protectors, and accompanied by the invoice. Approved refunds are processed within 5-7 business days once it reaches us.
Is there a warranty?
We offer no warranty of our own and we do not claim one on a maker’s behalf. What we stand behind is condition on arrival — glazing intact, moulding sound, mat cut as described, hardware present.
Can I visit and see one?
No — we are online only, with no shop, showroom or framing counter to visit. The registered address is where orders are packed and dispatched. That is exactly why the outside frame size, the photo size it takes with and without the mat, the glazing (real glass or acrylic), the finish, and whether it hangs, stands, or does both are spelled out on every product page.
Still need us?
- Photo Frame Factory — sole proprietorship
- Address: Shop no. 4, Animesh Apartments, Lohar Ali Rd, near karnavat classes, Jambli Naka, Thane West, Thane, Maharashtra, 400601, India
- Phone: +91 90040 79575
- Email: [email protected]
- Hours: Customer service: 10:00 AM – 8:30 PM IST, daily