Important Update
Our studio is temporarily closed due to a recent fire. Thankfully, no one was injured, but the damage to our space and equipment was significant. We are still accepting orders, and we truly appreciate your continued support. We’ll keep you updated by email as we make progress.
If you’d like to support our recovery efforts more directly, please consider donating to our GoFundMe campaign. Your generosity will help us replace essential equipment, support our team, and get back to doing what we love, giving second chances to people and the planet.
Thank you for your patience, compassion, and solidarity during this time.
Refund policy
Returns
We want to make it right for you. If you aren't happy with your purchase, please let us know at info@theformr.com.
Our return policy lasts 30 days. If more than 30 days have passed since you received your item, we unfortunately can't offer a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition you received it.
Partial refunds
In some cases, only a partial refund will be granted:
- Item shows obvious signs of use
- Item is damaged or missing parts for reasons not due to our error
- Item is returned more than 30 days after delivery
Custom frames
Custom frames are made to order and cannot be returned or exchanged, except in the case of a defect or shipping damage (see below).
If you need to make changes to your order, contact us immediately at info@theformr.com. We can only accommodate changes before production begins. Additional fees may apply.
Damaged on arrival
Each order is inspected and carefully packed before shipping. If the box arrives damaged, note any visible damage on the carrier's delivery slip before accepting the delivery, then inspect all contents right away. Shipping damage must be reported within 3 days of delivery — this window applies regardless of our standard 30-day return policy. To report damage, email info@theformr.com with clear photos and keep all original packaging materials. If the damage is confirmed, we will arrange a replacement or refund.
Refunds
Once we receive and inspect your return, we'll email you to confirm receipt and let you know whether your refund is approved. If approved, your refund will be processed and a credit applied to your original payment method within 7 business days.
Late or missing refunds
If you haven't received your refund yet:
- Check your bank account again.
- Contact your credit card company — it can take time for a refund to post officially.
- Contact your bank — there's often processing time before a refund appears.
If you've done all of this and still haven't received your refund, contact us at info@theformr.com.
Exchanges
We replace items that are defective or damaged in transit. Custom frames are not eligible for exchange for any other reason. To request an exchange, email us at info@theformr.com. We'll issue an RMA number and provide return instructions.
Return shipping
Mail returns to:
Formr, 1917 Mission Street, San Francisco, CA 94103, United States
You're responsible for your own return shipping costs, and these are non-refundable. If you receive a refund, return shipping costs will be deducted from it. Please pack your item carefully.
Delivery time for exchanged products may vary depending on your location.
For items over $100, we recommend using a trackable shipping service or purchasing shipping insurance. We can't guarantee that we'll receive your returned item.
