1. My Memory Frame is a Canadian Company that operates within Canada and the United States and is not responsible for cross-border bank surcharges. Please note - Some banks will charge extra fees (up to 3%) for 'foreign' purchases. If you are unsure if your bank charges extra fees, please review with your bank/credit card company before placing an order.
  2. Due to the personal and custom nature of the products ordered by the customer and created on demand by My Memory Frame, all sales are final and returns are not accepted without prior written authorization from the My Memory Frame Customer Support team.

              • Authorization may be obtained by contacting our Customer Support team (click for Contact Us page).

              • The goods need to be returned via the United States Postal System or Canada Post at the customer’s expense.

              • Ship to address will be supplied at time of authorization.

              • If there were any brokerage fees incurred they would also be at the customer’s expense.

              • In addition, there would be a 25% restocking fee for the returned goods.

              • The initial freight charge would not be included in the credit.

              • Items must be received in good condition.

  1. If your order arrives broken due to unforeseen circumstances with the delivery, we will send a replacement to you upon photographic proof of damage.
  2. If no damage is reported within one week of arrival, it is assumed that your item is in an acceptable condition. My Memory Frame is not liable for any conditions that are subjected to the frame (e.g. How it is hung, environmental temperature and humidity changes, handling and care).

  3. All items purchased from My Memory Frame are accepted in conjunction with a shipment contract. This means that the risk of loss for purchased items pass to you upon our delivery to the carrier. It could take 2-4 business weeks for a shipment to arrive to you, unless otherwise noted.

  4. If you are not satisfied with the quality of our product or the product is defective upon arrival, contact the My Memory Frame Customer Support team (click for Contact Us page) who will work with you to remedy the situation with a replacement, credit or authorized written refund.

  5. There is no right to cancel an executed Sales Agreement in which goods were custom produced as per the customer's specification, or were clearly designed for the customer's personal need. Orders cancelled before completion of order will be subject to $25.00 processing fee. Orders cannot be canceled once the order is completed and in the hands of our shipping company.

  6. We strive to ensure that the frames and matboards depicted on the website are a best graphical representation of the product but cannot guarantee they will look exactly as shown on customers’ individual computer monitors. We reserve the right to substitute a more suitable matboard color choice if we believe a color has been chosen by mistake.  We will make all attempts to contact the customer prior to making the change.

  7. Free shipping applies to Western, Central and Atlantic Canada only. Contact our Customer Support team (click for Contact Us page) for shipping quotes for Canadian Territories (Yukon, NWT and Nunavut).