Customer Support

 

We are committed to give you the best online shopping experience possible. However, if you happen to have questions or a problem, we are here to help.

 

Contact us

You can reach us by phone at (512) 619-4253. We are open from 9am-5pm CST Monday through Friday. We are closed on Saturdays, Sundays and major holidays. If you are prompted to leave a message, please leave your name, telephone number, and the nature of your question. Someone will return your call as soon as possible.

 

You can always reach us anytime via email at customer.service@nameframes.com. Email is the most conveniente way to get quick answers to your questions.

 

 

Frequently Asked Questions

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Shipping & Delivery
How much does shipping cost?
Domestic Orders are shipped via USPS First Class or Priority Mail.

Shipping is $2.95 for your entire order.

 

International Orders are shipped via USPS International First Class or Parcel.

To view your shipping charges, just access your shopping cart page then click "Ship outside U.S." Select or enter you destination country and click "Update" to have your shipping charges calculated.

Tracking your order
All domestic orders are sent with tracking numbers and delivery confirmation. Once your order is shipped, an email will be sent to you with your package tracking number which you can use it to track it online.

 

Coupons & Special Offers
Online Special Offers

We run different promotions throughout the year. While we always strive to give you the best prices, you must order directly from our website during specific promotional time periods in order to receive the special pricing.

Redeeming School Coupons

Single Item Coupon: If a coupon is for a free item. Only one coupon per order per customer.

 

Group Discount Coupon: For group discount coupon, please complete the order form and submit to us with the coupon and payment to:

 

NameFrames.com, Inc.

ATTN: Order Fulfillment

P.O. Box 151193

Austin, TX 78715-1193

 

If you need help with a coupon or special offer, you can contact us at customer.service@nameframes.com and we will be happy to assist you.

Payment
Is your online payment process secure?
Yes. We use PayPal to process our payments because it is easy, fast and secure. PayPal uses SSL for data encryption and safeguards your info with PCI-compliant standards for data protection. You can pay for your order with a credit card and you don't need to be a PayPal member to do so. In fact, your sensitive financial information is so secure that it is kept hidden even to our company. The only information we access is your mailing address, phone and email, which we use to process your order.
What forms of payment do you accept?
We accept Visa, MasterCard, Discover, American Express and PayPal. We also accept Checks and Money Orders. Please be advised, we can not be responsible for lost payments in the mail.
Can I pay for an item by check or money order?
Yes. After you have selected the items you wish to purchase, while in the shopping cart page, enter your destination ZIP code and click the "Calculate" button to calculate shipping and tax. Once it is done, print out this page and write on it your shipping address, telephone number and email. Please make funds payable to NameFrames.com, Inc. and mail your order and payment to:

 

NameFrames.com, Inc.

ATTN: Order Fulfillment

P.O. Box 151193

Austin, TX 78715-1193

 

Orders paid by check are sent only after check clears.

Do you charge sales tax on orders?
Yes, state sales tax of 8.25% is applied to all purchases and shipping charges.
Returns & Refunds
Satisfaction Guarantee
We fully guarantees all of our products for quality, craftsmanship and order accuracy. For personalized products, please verify that the information you provide is accurate before submitting it. We guarantee your personalization will be done as you ordered it.
How do I return an item?

If for any reason you are unsatisfied with your purchase, we will be more than happy to exchange your product or refund the purchase price. However, refunds and exchanges are only issued during the 30 days following your purchase date. Shipping charges are non-refundable. Just follow these simple steps within 30 days of your original order date:

 

Please call us at (512) 619-4253 or email us at customer.service@nameframes.com to receive a Return Authorization Number (RA#). This number is required and we cannot process any product returns or exchanges without one.

 

Write your RA# on your return package and mail the product back to us. Address label should read as follows:

 

NameFrames.com, Inc.

RA # (fill in Return Authorization # Here)

P.O. Box 151193

Austin, TX 78715-1193

 

Security & Privacy
Secure Online Shopping
Online security is very important to us. We chose PayPal to handle our shopping cart and payment process because it is easy, fast and secure. PayPal uses SSL for data encryption and safeguard your info with PCI-compliant standards for data protection. In fact, your sensitive financial information is so secure that it is kept hidden even to our company. The only information we access is your mailing address, phone and email, which we use to process your order.
Privacy Policy
We are committed to safeguarding your privacy online. We do not and will not rent, sell, trade, lease or distribute the personal information of our users. The information you provide us is used for the express purpose of delivering the specific products or services you requested. We maintain appropriate security measures to keep this information private. Occasionally we send our customers company news, and updates via email. Please note, if at any time you would like to unsubscribe from receiving future emails, we include detailed unsubscription at the bottom of each email.

 

Any changes in our privacy practices will be posted clearly on our site. We are confident that your experiences with us will be a success. If you have any concerns about our privacy policy, please contact us by email at: customer.service@nameframes.com

Fundraising
Do fundraisers need to be scheduled?
Yes, all fundraising dates must be pre-approved prior to completing your Fundraising Agreement. Please contact debby@nameframes.com to verify available dates. Please provide your Organization name, # of sellers and the dates you wish to fundraise.
How many people are required to participate in the fundraiser?
The minimum number of sellers is five (5) with no maximum.
Is there a minimum or maximum length of time required for a fundraiser?
Yes. The minimum is seven (7) days and the maximum length is one month.
When will we be notified that our Fundraising Agreement has been accepted?
From the date the Fundraising Agreement is received in our office, the contact person will be notified via email within one week.
What if we want products delivered before a major holiday?
Please allow enough time, as we need three (3) weeks to process, fulfill, and ship your order. Be sure to plan your sales so that you will receive your order at least ten (10) days before the holiday targeted, thereby, giving you enough time to distribute the items to your customers.
Should the money be collected when the order is taken?
Yes. Collecting the money when orders are taken simplifies the entire process.
To whom should buyers make checks payable?
Buyers should make checks payable to your School or Organization.
Is there sales tax on the fundraising orders?
Sales tax requirements vary from state to state. If applicable, sales tax would be collected by your group or organization and paid to your appropriate state agency.
How do we check the shipping status of our orders?
We will notify the contact person via email before your order is shipped, so you will know that your is on the way and it can easily be tracked online.