Return & Cancellation Policy
Please select below based on your customer type.
The number one priority at MirrorMate® is to delight customers with our product and service. We offer the ability to return most frames within 30 days of purchase. The frames must be in original condition and unassembled. Due to the custom nature of our product, we cannot accept returns of oversize frames (those 91 inches or longer). See “Return a Frame” section below for restocking fees and detailed process.
Avoid a Return
- Order samples to be sure of your choice. Do not depend on your computer monitor to select color, since monitors show colors differently and we cannot guarantee that the displayed image will match exactly to the physical product.
- Check your order confirmation. If you see an error or wish to cancel or change your order without being charged a restocking fee, please contact us within 24 hours of placing your order.
Cancelling an Order
You may cancel your order via email or phone with full refund within 24 hours from when you placed the order. Cancellations after the 24 hours are not guaranteed, but will be honored if we have not processed the order.
Open Your Package and Inspect it Promptly
If You See a Frame Defect: We carefully inspect each frame individually before it leaves the shop, but in the rare instance a defect is noted, please notify us within two business days. Email a picture of the frame defect along with your order number to info@mirrormate.com. We will be more than happy to assist you with a replacement. Due to out of stock situations, we cannot guarantee an exact replacement if you notify us beyond the two business days.
If the Box and Frame are Damaged: Please tell us if the outside of your box is damaged and your frame is damaged. Please do not discard the box or packing materials for 15 days. Because Federal Express policy allows us only 48 hours to report shipping damage, we cannot guarantee your frame will be replaced at no charge unless you notify us within this time frame and retain the frame and packing material.
Email us a picture of the box damage and the frame damage along with your order number to info@mirrormate.com. We will be in touch with you to initiate a replacement.
Returning a Frame
Due to the custom nature of the product, oversize frames (those 91 inches or longer) are not eligible for return.
To initiate the return process, please contact us within 30 days of purchase at 704-814-0855 or info@mirrormate.com.
MirrorMate® will send you a prepaid return label and return instructions via email. You should use the original box/packing material to return your unassembled frame and tape the box securely. While we do everything we can at MirrorMate® to minimize waste, the custom-cut dimensions of our frames often require disposal of returns. As such, we charge a 15% fee to cover handling and restocking/disposition of returns. Once we receive and inspect your return (within 72 hours of receipt), you will be refunded the amount you paid for your frame(s), less your original shipping costs, return shipping costs (same as the original shipping costs) and a 15% restocking and disposition fee. Your refund will be processed on your original credit card within 7 days. Please note that depending on your credit card company, it may take an additional 2-10 business days to post returns to your account.
Contact us
Toll-free phone: 866-304-6283 Monday through Friday, 9AM to 5PM EST.
Email: info@mirrormate.com
E-chat at our website.
Fax: 704-708-5365
Let us know
- Your name
- Order number
- If you ordered more than one frame, which frame(s) is damaged or defective, or which you would like to return.
- How you would like us to contact you, and your contact information.
NOTE: Dealer and Trade customers may not return frames for reasons other than damage or defect. We will work with you, however, to make you and your customer happy!
Cancelling an Order
You may cancel your order via email or phone with full refund within 24 hours from when you placed the order. Cancellations after the 24 hours are not guaranteed, but will be honored if we have not processed the order.
Open Your Package and Inspect It Promptly
If You See a Frame Defect: We carefully inspect each frame individually before it leaves the shop, but in the rare instance a defect is noted, please notify us within two business days. We will be more than happy to assist you with a replacement. Due to out of stock situations, we cannot guarantee an exact replacement if you notify us beyond the two business days.
If the Box and Frame are Damaged: Please do not discard the box or packing materials for 15 days. Because Federal Express policy allows us only 48 hours to report shipping damage, we cannot guarantee your frame will be replaced at no charge unless you notify us within this time frame and retain the frame and packing material.
Contact us
Toll-free phone: 866-304-6283 Monday through Friday, 9AM to 5PM EST.
Email: info@mirrormate.com
E-chat at our website.
Fax: 704-708-5365
Let us know
- Your name
- Order number
- If you ordered more than one frame, which frame(s) is damaged or defective, or which you would like to return.
- How you would like us to contact you, and your contact information.
NOTE: Commercial customers may not return frames for reasons other than damage or defect. We will work with you, however, to make sure you are happy!
Cancelling an Order
You may cancel your order via email or phone with full refund within 24 hours from when you placed the order. Cancellations after the 24 hours are not guaranteed, but will be honored if we have not processed the order.
Open Your Package and Inspect It Promptly
For Shipments by FedEx:
- If You See a Frame Defect: We carefully inspect each frame individually before it leaves the shop, but in the rare instance a defect is noted, please notify us within two business days. We will be more than happy to assist you with a replacement. Due to out of stock situations, we cannot guarantee an exact replacement if you notify us beyond the two business days.
- If the Box and Frame are Damaged: Please do not discard the box or packing materials for 15 days. Because Federal Express policy allows us only 48 hours to report shipping damage, we cannot guarantee your frame will be replaced at no charge unless you notify us within this time frame and retain the frame and packing material.
For Palletized Shipments, Contact Us Immediately if You See Damage
Contact us at:
Toll-Free: 866-304-6283 Monday through Friday, 9AM to 5PM EST
