Return & Exchange Policy
The number one priority at MirrorMate® is to delight customers with our product and service. We confidently offer, therefore, the ability to return your custom frame or READYFrame® within 30 days of purchase. The frames must be in original condition and unassembled. See “Return or Exchange a Frame” section below for restocking fees and detailed process.
NOTE: Dealer and Trade customers may not return frames for reasons other than damage or defect. We will work with you, however, to make you and your customer happy!
Avoid a Return
- Order samples to be sure of your choice. Do not depend on your computer monitor to select color, since monitors show colors differently and we cannot guarantee that the displayed image will match exactly to the physical product.
- Check your order confirmation. If you see an error or wish to cancel or change your order without being charged a restocking fee, please contact us within 24 hours of placing your order.
Cancelling an Order
You may cancel your order via email or phone with full refund within 24 hours from when you placed the order. Cancellations after the 24 hours are not guaranteed, but will be honored if we have not processed the order.
Open Your Package and Inspect it Promptly
If You See a Frame Defect: We carefully inspect each frame individually before it leaves the shop, but in the rare instance a defect is noted, please notify us within two business days. We will be more than happy to assist you with a replacement. Due to out of stock situations, we cannot guarantee an exact replacement if you notify us beyond the two business days.
If the Box and Frame are Damaged: Please tell us if the outside of your box is damaged and your frame is damaged. Please do not discard the box or packing materials for 15 days. Because Federal Express policy allows us only 48 hours to report shipping damage, we cannot guarantee your frame will be replaced at no charge unless you notify us within this time frame and retain the frame and packing material.
Returning or Exchanging a Frame
To initiate the return/exchange process, please contact us.
MirrorMate® will send you a prepaid return label and return instructions via your choice of email or mail. We suggest using the original box and packing material for the return, and taping box securely. Once we receive and inspect your return (within 72 hours of receipt), your refund will be processed on your original credit card (less a shipping/ restocking fee of $17.95) within 7 days. If you were charged an oversized frame fee, the restocking fee will be $36.95 to cover additional shipping costs. Please note that depending on your credit card company, it may take an additional 2-10 business days to post returns to your account.