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Return Policy


Refund policy

MirrorMate wants you to be delighted with your frame and we take care to bring you a flawless product. Do inspect your shipment carefully, however, since it will be impossible for you to send back the frame once it is installed!

Since MirrorMate ® frames are custom fit to your mirror, they are not returnable for any reason except damage or defect.  Please measure CAREFULLY and if you have any questions, please calls us toll free at (866)304-6283 BEFORE YOU PLACE YOUR ORDER!  We carefully inspect each frame individually before it leaves the shop, but in the rare instance a defect is noted, please contact us as soon as possible, but within 14 days.

Once we receive your return, we credit the appropriate account as soon as possible, but no later than 14 days; we also send you an email to let you know the refund is complete.

Color and finish disclaimer

Due to variations on computer monitors and the nature of wood, we cannot guarantee that the displayed image will match exactly to the physical product.  Again, we encourage you to order samples at no charge (except shipping and handling) to help ensure your total satisfaction.  We want you to be thrilled with your MirrorMate custom frame purchase!

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How to return a damaged item

At MirrorMate, we are committed to pleasing you. If you have received a damaged or defective item, please contact us immediately, but no later than 14 days from receipt. We will be more than happy to assist you with a replacement or a credit. Reach us toll-free at (866)304-6283. We are open Monday through Friday, from 9AM to 5PM Eastern Standard Time. Or contact us by email at info@mirrormate.com.
  1. Call or write us regarding your damaged or defective item at (866) 304-6283 or info@mirrormate.com; or fax a message to (704) 708-5365. Please tell us why you're returning the item and how we should refund your money if appropriate.
  2. Pack Your Return: Wrap your item carefully in its original box and enclose the packing slip with your return. You do not need to address the box; just place it where FedEx can pick it up. FedEx will bring the label.
  3. When your package is wrapped, call us toll-free at (866)304-6283 or email us at INFO@mirrormate.com. We will arrange for a next-day pick-up from FedEx.
  4. Check your Email: If we have your e-mail address, we will send you an email to notify you that your return has been processed and the proper account is credited. You should expect the credit in your account no later than 14 business days after we have received your return.

If you have misplaced your packing slip, you can simply send us a note with your full name, email address, order number, and the name/item number of the item(s) you're returning. If you cannot find your order or item number, please note you can access this information on the "my account" area of the site.

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If you do not use FedEx to return your frame

Should you elect to use your own method of shipping your return, MirrorMate recommends you track your return so that you can confirm we have received your package. The U.S. Post Office offers delivery confirmation for a nominal fee. Also, you may consider insuring your return. If you elect to use another carrier to ship your return, we recommend you use a carrier such as UPS or DHL that provides tracking information.

If you have any questions or concerns regarding your order, please contact us via email or phone. You can reach us toll-free at (866) 304-6283. We are open Monday through Friday, from 9AM to 5PM Eastern Standard Time. For all other times, please contact us by email at info@mirrormate.com

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Cancellation Policy

Because of the speed in which your custom order is processed, there are no cancellations BEYOND 24 HOURS FROM THE TIME THE ORDER IS PLACED.  We strongly encourage you to order a sample at no charge (but freight) to help ensure your total satisfaction.

Reach us toll-free at (866) 304-6283. We are open Monday through Friday, from 9AM to 5PM Eastern Standard Time. For all other times, please contact us by email at info@mirrormate.com. We do our best to respond within 24 hours.

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Exchanges

Because each frame is custom-cut to fit your mirror, we do not offer exchanges. To ensure that you can see how our frames work with your décor, we gladly send you samples at a no charge (except freight and packaging).

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