TPF products are backed by a 100% SATISFACTION GUARANTEE. If there is ever an issue related to craftsmanship or damage due to shipment, we will stand behind our products and ensure they meet museum quality standards. To notify our team of quality related issues that need addressing, please complete the REPAIR REQUEST FORM.
TIME IS OF THE ESSENCE in this process! ALL Repair Requests received within 72 hours of delivery AND meeting the requirements of this policy, WILL be corrected FREE OF CHARGE. If a repair request is received after 72 hours of delivery, Shipping / Handling and/or Production Fees MAY APPLY.
Repairs / Re-Frames due to ANY OTHER REASON, including, but not limited to the following, are outside the scope of this policy:
- Product Selections (paper type, frame skew, matte color/ply, etc.) by Photographer/Designer
- Variations in Frame moldings (color, distressing, graining). We work diligently to evaluate frame lots for consistency and quality, however, many frame skews are “hand-distressed” and occasionally vary in wood species. Wood is a natural product and absorbs stains, paints, enamels with variability depending on grain density and wood softness/hardness. As a result, variations should be expected from time to time and lot to lot. Some frame skews are more prone to this variation than others. Please read the descriptions!
- Variations in Mat Color / Texture. Mat board is made of natural wood/cotton fiber and is subject to subtle variation in texture and color. Dye lots of colored mat board are more prone to color variation, however, ALL mat board can have variation in texture.
- Poor Image Quality. We highly recommend saving ALL digital image files from RAW directly to TIFF format. TIFF files retain significantly more data than the compressed jpeg or jpg file type and render a better photographic print. We will print jpeg or jpg files as a standard as well (if saved at 300 dpi and taken with appropriate camera settings, the result should be satisfactory). The printers of today are HIGHLY efficient and render images according to the data provided in the file. If the photo is poorly captured, the printer can do little to make it better. *Please also take into consideration the limits of your own camera; ie. Most cameras with less than 24 MP start showing pixelation with prints 16x20 or larger (@ 300 dpi) unless significant post processing in PS or Lr has taken place. This is even more pronounced when zoomed/cropped in post-processing from a larger image.
- Color Variances between our printers and client computer screens. We highly recommend screen calibration and soft-proofing with our ICC profiles prior to submitting ANY orders for print.
- Incorrect shipping information
- Customer handling / treatment