Shipping & Frequently Asked Questions

Where are you located?

Our head office is located in Toronto, Ontario Canada.

What countries do you ship to?

We currently sell only to Canada.

What currency are your prices?

When shopping online all of our prices are listed in the currency of the country where you reside.

How long does the order process take?

Due to the personal and custom nature of the product we strive to complete your personal custom framed My Memory Frame within 5-7 days of the order being placed.

How are your products shipped?

Our shipping included orders are shipped via Canada Post Expedited Parcel Service. 

Do you offer free shipping?

All prices shown on the website include shipping charges. Our shipping included pricing applies to the Contiguous US and Western, Central and Atlantic Canada only. Contact our Customer Support team (click for Contact Us page) for shipping quotes for Alaska, Hawaii, Puerto Rico and Northern Canada (Yukon, NWT and Nunavut).

How long does shipping take?

You will be notified by email with a tracking number as soon as your My Memory Frame order is processed for shipping. This will allow you to track your order to see when it will be delivered. We use Canada Post Expedited Parcel Service for all of our shipments with the approximate delivery time schedule listed below . If you require your order sooner please contact our Customer Support team (click for Contact Us page) who will be glad to quote for rush service delivery.

The following guidelines can be used for approximate shipping times from date of receiving a shipping notification email and tracking number.

Canada                                                               1-2 Business Days*

North Eastern United States                              1-2 Business Days*

East Coast                                                          4-5 Business Days*

Mid-West                                                            5-6 Business Days*

West Coast                                                         6-7 Business Days*

*approximate shipping guidelines only

How are the manufacturer emblem/logos created?

We use the latest laser technology to engrave the manufacturer emblems/logos into the matboard that surrounds the picture.

"LASER" stands for "Light Amplification by Stimulated Emission of Radiation".

Lasers amplify light by absorbing and radiating energy. The laser radiation is generated by a laser source. For this, concentrated energy is supplied to a special gas mixture (CO2). This energy can be supplied in the form of light (flash lamps or diode laser) or by electric discharge (comparable to a fluorescent lamp). The crystal rod or the laser active gas is arranged between two mirrors. This generates a light resonator that directs the laser light into a specific direction and amplifies it in this manner. A defined percentage of the laser light is emitted through the partially transmissive mirrors and is available for engraving the material.

Why can I not find the car emblem or band logo?

We set out to include the car emblems and band logos that cover the majority of vehicles in the market. If you cannot find the emblem/logo you are looking for contact our Customer Support team (click for Contact Us page) who will research your request and have your the emblem/logo added to our selection if possible.

Do you engrave custom emblems/logos?

Absolutely, we consider ourselves custom framers and love creating unique one-of-a-kind custom framed artwork. Contact our Customer Support team (click for Contact Us page) to discuss your ideas and pricing.

What printing materials do you use?

We print your uploaded picture on an Epson large-format printer with archival inks on Epson Premium Gloss paper.

What type of matboard do you use?

Our white core matboards are true custom framing Conservation quality acid free matboards that are FCA certified. Our black core matboard are custom manufactured just for My Memory Frame. These custom frame quality matboards are buffered to an alkaline PH, have a rich, smooth, bleed resistant black core and conservation backing.

What type of moulding do you use?

We source our moulding from state of the art North American manufacturers that supply Certified Forest Friendly mouldings and use only Carb-2 and FSC certified Light wood which provides a beautiful, durable and environmentally friendly product.

What type of glass do you use?

We use only the highest quality custom frame quality glass products.

  • Our recommended glass is TruVue UltraVue Anti-Reflective glass. State-of-the-Art technology allows UltrVue to have the lowest visible light reflection, precisely tuned for unparalleled clarity and color correctness.
  • Our regular glass Tru Vue Premium Clear custom framing quality defect free float glass.

Are your pictures mounted?

We mount all pictures on MountCor Acid Free Foam Board with its specially formulated neutral pH adhesive that incorporates special air release technology to ensure a permanent and completely bubble-free mount.

How are your products packaged?

We believe glass is better than plexiglass or acrylic so shipping glass and having it arrive without breakage is our goal. We have researched and designed our custom packaging to ensure that your My Memory Frame is well protected and will arrive damage free. If by chance however your My Memory Frame arrives damaged, we will duplicate and replace your order as fast as possible (upon photographic proof of damage). Please contact our Customer Support team (click for Contact Us page) if you receive a damaged product. 

Can I pick up my order?

Unfortunately, we cannot accommodate pick up orders at this time.

My question has not been answered who do I call?

If you have not found the answer to your question in this FAQ’s page, please contact our Customer Support team (click for Contact Us page).