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I never received my order. 

We're sorry to hear that your package wasn't delivered. 

Step 1: Check the tracking

When the order shipped, you should have received an email with the carrier and tracking number. Go to the carrier's website and enter the tracking number. 

Step 2: Does the tracking state that the package was delivered?

  • Yes - View the delivery notes and proof of delivery photo to see if you can find where your package was delivered. Check with the neighbor, as sometimes packages are misdelivered. If you live in an apartment, condo, or other community building, please check the general mail room, package room, and front office. 
    • If the tracking shows delivered, but you did not receive your package, please send us an email at sales@frameusa.com. We'll guide you on how to file a missing package claim. 
  • No - If the package is still in transit, please check the tracking page again in a couple of days to see if there are updates. 
    • If the package has been in transit for at least two weeks, please advise us of the issue. We will offer a resolution. You  can call 1-800-577-5920 or email sales@frameusa.com.