Policy at a glance
- Direct retail orders are final sale. We do not accept returns for change of mind, color preference, ordering the wrong finish, or other preference-based reasons.
- Retail remedies are available only for an approved shortage, transit-damage, wrong-item, or manufacturing-defect claim, subject to the reporting periods below.
- Wholesale orders: final sale after written confirmation, except for an approved shortage, transit-damage, wrong-item, or manufacturing-defect claim.
- Custom color or logo orders: final sale after written production authorization, except for an approved manufacturing-defect claim.
- Every return requires written authorization from FRAME 101 NYC before it is shipped back.
Direct retail orders
All direct retail sales are final unless FRAME 101 NYC approves a claim for a shortage, item damaged in transit, wrong item, or manufacturing defect. We do not offer exchanges or refunds because a customer changes their mind, dislikes a color or finish, orders the wrong product, finds a lower price, or no longer wants the item.
If a retail claim is approved and a return is required, the product must be complete and returned with its original packaging and included components. FRAME 101 NYC will provide return instructions and cover reasonable return shipping for the approved affected item. Original shipping charges are refundable only when required by law or when the entire order is cancelled before shipment.
Cancellations and shipping delays
A direct retail order may be cancelled for a full refund only before it has entered fulfillment or shipped. After dispatch, the order is final sale and only the approved-claim rules in this policy apply. Wholesale and custom order changes or cancellations after written confirmation require written approval and may be subject to documented, non-recoverable production or freight costs stated in the quote or invoice.
If we cannot ship within the promised time, we will offer a revised date and request your consent to the delay, or allow cancellation for a full refund of the unshipped order, as required by applicable law.
Damage, shortage, wrong item, or defect
- Shortage, wrong item, visible defect, or transit damage: report within seven calendar days after delivery.
- A manufacturing defect not reasonably visible at delivery: report within 30 calendar days after delivery.
- Include the order number or quote reference, item and finish, affected quantity, clear photographs or video, the shipping label, and photographs of the retained packaging.
- Keep the product and all packaging until we complete our review or provide written disposal instructions.
Wholesale and custom orders
Confirmed B2B orders are final sale except for approved claims or a return separately authorized in writing. Custom colors, logo applications, and other made-to-order work become final sale once the buyer gives written production authorization. A proof, sample, or anodized-metal reference is a color guide; reasonable production and finish variation is not a defect.
Order-specific minimums, freight, deposits, production milestones, cancellation terms, and remedies shown in an accepted quote or invoice take priority over this general policy.
Review and available remedies
We inspect the information submitted with each claim. For an approved issue, FRAME 101 NYC may replace the affected product, repair it where practical, issue B2B account credit, or refund the amount paid for the approved affected unit. The selected remedy will reflect product availability and the nature of the issue.
For an approved retail refund, we issue funds to the original payment method within five business days after the authorized return is received and inspected. Your bank or card provider may require additional time to post the credit. An approved refund for a cancelled, wholly unshipped order is issued promptly and within the time required by applicable law.
What is not covered
- The collectible card, grading slab, grading fee, lost market value, loss of use, or indirect or consequential loss. FRAME 101 is a display accessory, not insurance for the collectible.
- Damage caused by a drop, impact, misuse, improper installation, unauthorized modification, unsuitable storage, chemicals, or cleaning outside the care guidance.
- Scratches or wear after protective-film removal, ordinary cosmetic wear, or reasonable variation in anodized color, grain, texture, or metal finish.
- Fit issues involving grading holders other than the stated supported standard PSA slab, or a slab that is warped, altered, damaged, or outside normal dimensions.
- A promise of complete UV blocking, prevention of fading, or archival preservation. UV-reducing performance is based on supplier specifications and does not eliminate ultraviolet exposure.
How to start a return or claim
- Email partners@frame101.cards with the subject line “Return request” or “Order claim” and include the required order and evidence details.
- Wait for written approval, a return authorization, and the correct return address. Do not send product to a business, warehouse, or fulfillment address without authorization.
- After approval, pack the product securely and use tracked shipping. Unless our authorization states otherwise, ship it within seven calendar days.
- This policy does not limit any non-waivable rights available under applicable law.