Terms of service

Payment Terms

Because of the custom nature of our product, we require full payment by credit card or via Apple Pay at the time you place your order. You may also utilize PayPal's Pay in 4 option for four interest-free payments. 

Changes To Your Order

We hold orders for 24 hours before they enter the production queue in case you need to change any information. 

Shipping

• Ground Shipping:
  • Frames usually ship within 5 business days (except during sales) via FedEx Ground from our facility in Charlotte, NC.
• Second Day Air
  • We hold all orders for 24 hours to allow for changes or cancellations.
  • We ship on second business day. Friday, Saturday and Sunday orders will ship on Tuesday. Monday orders will ship on Wednesday, etc.
  • Not available for areas outside the contiguous United States.

• Extra-long Frames:
  • Some styles can be made for mirrors up to 142 inches with a diagonal splice.

*Estimated shipping time. During sales, shipping times may vary.

Perfect Fit Guarantee

Every MirrorMate frame is custom-cut for your mirror. If it doesn't fit, we'll make you a replacement frame and ship it free. Period.

How to use it: Contact us within 30 days of delivery at (704) 814-0855 or info@mirrormate.com. Send your order number, a photo of the frame held against your mirror, and a photo of a tape measure across your mirror's width and height. We'll confirm the correct size with you before we cut your replacement.

The Perfect Fit Guarantee applies to retail orders placed on mirrormate.com. It does not apply to orders of 10 or more frames, or to business accounts, including dealer, trade, multifamily, hospitality and other commercial customers ordering online or by phone, whose replacements are governed by their account terms. Claims must be made within 30 days of delivery and include the photos described above. The guarantee covers one free replacement frame per frame purchased, for the same mirror and the same style. If a replacement frame doesn't fit because of an error in the measurements provided, an additional frame is available at 50% of the frame price plus shipping. Frames that don't fit because of a MirrorMate cutting error are always replaced free. Style or color changes are handled as exchanges under our return policy. Replacement frames are made for the same mirror shown in your claim photos. If the correct size falls in a higher price tier or requires an oversize fee, you pay the difference between the price paid and the price of the correct size before your replacement is cut. MirrorMate may decline any claim where the photos don't support it or where the replacement appears to be for a different mirror than the one originally ordered for.

Business accounts: Orders placed through dealer, trade, multifamily, hospitality and other commercial accounts are not covered by the Perfect Fit Guarantee. If a frame doesn't fit because of a MirrorMate cutting error, we replace it free. If a frame doesn't fit because of an error in the measurements provided, a replacement frame is available at full price.

Cancellations and Returns

You may cancel your order via email or phone with full refund within 24 hours from when you placed the order. Cancellations after 24 hours are not guaranteed, but will be honored if we have not processed the order. 

To initiate the return/exchange 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 your choice of email or mail. We suggest using the original box/packing material to return your unassembled frame and taping the box securely. 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 and a 15% restocking 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

Phone: 704-814-0855 Monday through Friday, 9 am to 5 pm Eastern.

Email: info@mirrormate.com

E-chat at our website.

Fax: 704-708-5365

Damages: 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.