Frequently Asked Questions

Jackson Frames University Frames Jackson Frames University Frames
Contact: +61 2 9999 1805
We’re happy to talk through any and all of your questions. Below are some of our more frequent queries but feel free to contact us if you can't find what you're looking for and a sales representative will be in touch.

Framing

Which types of materials do you use for framing?

We source the highest quality components for all our frames.   Every frame features solid wood moulding or Australian aluminum, acid-free backing paper to protect and preserve your document, a premium acid-free mat board (bevel cut in our factory using a computerised mat cutter), an acid-free foam core board and non-reflective glass with ultra violet light protection (an acrylic option is also available).

Pricing

Why are your prices slightly higher than your overseas competitors?

We only use quality products to manufacture our frames in Australia.  These include quality timber and aluminum components. 

Environmental commitment

How do I know you’re an environmentally responsible company?

At Jackson Frames we’re dedicated to preserving the environment through responsible and eco-friendly practices.  We continue to focus on waste reduction methods during the manufacturing process, including the use of recycled materials for packaging and shipping.  We rely on Forest Stewardship Certified (FSC) timber mouldings and support the reforestation efforts of our major suppliers.

Refunds and returns

Do you offer any satisfaction guarantees?

In cases where you’re not 100% happy with the quality of your frame, we’re happy to refund or replace it at no extra charge.  We just ask that you notify us within 30 days of receiving your order.

What if my frame or plaque arrives damaged?

We work to the highest standards possible but sometimes incidents do happen during transit.  We’ll replace any damaged frames unconditionally and immediately at no extra cost to you.  Please contact us within 14 days of receiving your frame to report a fault.

Shipping

How are frames packaged for shipping and delivery?

All frames are packaged for transit in a dust-free environment. Each item is individually covered in bubble wrap and recycled paper then secured in an A grade cardboard box.

How are my items shipped?

All deliveries are sent via Australia Post.  A courier service is also available at an additional cost.

How much does shipping cost?

Deliveries within Australia are a standard rate of $15.00 per single frame parcel. International prices will vary from country to country.

What happens if my parcel can’t be delivered?

If there are any issues with the delivery of your parcel it will be returned to our factory.  We will then contact you to confirm the address and make arrangements for delivery.  Additional charges may apply.

How long does it take for goods to be shipped once my order is placed?

During normal periods we will dispatch your frame within five working days. Order times may be longer during graduation and/or heavy production periods, however we’ll let you know about any delays when you place your order.  Plaques ordered at the time of graduation will take between four and six weeks for production and delivery.

How do I frame my degree?

 Framing  Instuctions will be included in your order but you can also view our  framing instructions here.

Finding us at your graduation

How do I find out if you’ll be at my graduation ceremony?

In most cases, your university or institution will distribute information about our whereabouts on the day. Please feel free to contact us if you have any questions or would like to know more. 

General product information

What’s a double mat frame?

A double mat is a combination of two different coloured mat boards. The top mat is the main colour while the bottom mat gives an enhanced appearance to your framed degree or document.  Double mats are also available with your university emblem incorporated into the design.

Where’s the best place to hang my frame to avoid environmental damage?

We recommend hanging your degree out of direct sunlight as some ink can fade over time, even with UV protection.

Can I frame my own degree?

Absolutely.  Below are four simple steps for framing your degree.  You can also view our framing instructions  for more information.

  1. Take out the backing by lifting the metal  tabs and removing the frame’s mat board and backing foam core.
  2. Place invisible removeable tape at the top of your document.
  3. Place the mat board squarely over the document.
  4. Return the mat board to the frame, replace the backing and secure the tabs.

 

Can I buy a new frame to match my old one?

We always endeavor to stock popular frames to ensure our customers can buy identical or similar products as they attain more qualifications over time.  If you have an old frame you'd like to match, you can always send us a photo from your phone so we can match it immediately

Can I visit your showroom?

We’re more than happy for you to visit our factory in Mona Vale and chat about your framing requirements, however we don't have full showroom facilities.  Our sales consultants are often out at graduations so it's a good idea to contact us before your visit to ensure we don’t miss you.

Payments

How will I know my payment has been processed?

You will receive a confirmation email once your payment has been received and your order is ready to be dispatched. 

How will the charge appear on my bank statement?

When your payment has been processed the charge will appear on your bank or credit card statement as Jackson Frames Pty Ltd, Mona Vale.

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