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CUSTOMER CARE
Shipping & Returns
Everything you need to know about shipping, returns, and caring for your order.
Order Processing
We typically begin production within 2–3 business days of receiving your order. Custom orders are generally expected to ship within 5–7 business days.
If an unexpected delay occurs, we'll notify you by email.
Shipping Carriers
We ship orders through USPS and UPS. Once your order is on its way, you'll receive tracking information so you can follow its progress.
Backordered Items
If an item you've ordered becomes unavailable or is placed on backorder, we'll notify you as soon as possible.
Custom & Personalized Orders
Because custom and personalized products are made specifically for you, they are not eligible for standard returns.
However, we stand behind our workmanship. If an item does not meet reasonable quality expectations, we will repair or replace it as appropriate.
Non-Custom Items
Non-custom items may be returned within 5 business days of receipt, provided they meet the following conditions:
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The item is unused and in its original condition.
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The item is returned in its original packaging.
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A receipt or proof of purchase is included.
Please contact us before returning an item so we can assist you with the process.
Return Shipping Costs
Customers are responsible for return shipping costs. Shipping charges are non-refundable, and the original shipping cost will be deducted from any applicable refund.
Refund Processing
Once we receive your return, we'll inspect the item and notify you of its status. If your return is approved, we'll issue a refund to your original payment method. Refunds are generally expected to appear within 5–7 business days, depending on your payment provider.
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We carefully package orders to help protect them during shipping.
If your order arrives damaged, please retain the item and all original packaging materials, as the shipping carrier may need to inspect them.
Our current shipping terms are FOB Worland, Wyoming, and customers are instructed to file shipping damage claims with the carrier as soon as possible.
If you experience shipping damage, please contact us so we can help you identify the appropriate next steps.
We're happy to help with questions about shipping, returns, or an existing order.
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Rocky Mountain Framing & Engraving
1600 Big Horn Avenue
Worland, WY​
Phone: (307) 347-9352
Email: rmf@rtconnect.net