Frequently Asked Questions

Ordering Questions

How long does it take to create and ship my Fracture?

Our current production time is approximately 4 weeks (add a few days if landing on a holiday). We'll let you know when your order ships and approximately how long before it arrives.

What payment options do you currently accept?

We accept all major credit cards: Visa, MasterCard, American Express, and Discover.

Is shopping on your site secure? Will personal information like credit card stored anywhere?

Shopping on our site is completely secure. We have 256 bit SSL encryption and use only the most robust credit card processing software (Authorize.net). We will never keep your personal information unless you approve the option (you have this option when you create an account and order a Fracture).

How do I use my coupon/voucher code?

To use a coupon or voucher code simply enter the code in the "coupon code" box in your shopping cart, and click "Apply." Remember to log into your Fracture account BEFORE entering your code (if you don't have an account, click the "register" link and follow the simple instructions). Voucher codes must be formatted correctly in order to work.

Are there rules for using my coupon?

Coupons and discount codes cannot be combined, and no coupon or code can be retroactively applied to an order. So if you have a coupon and are having issues using it, contact us BEFORE you finish placing your order. After the order has been placed, there's not much more we can do (sorry).

Do you offer gift certificates? And if so, how do I order one?

Yes, we do offer gift certificates. Simply email Support@Fractureme.com with your gift certificate request and we'll take care of it (you will need to register for an account first if you do not already have one).

Can I track the status of my order before or after it has been shipped?

Yes, and you can do it all from your Fracture account. Just login to your account, click on account history, and from this page you will be able to see the status of all current and old orders. Clicking on an order brings you to the order details page, where you will see your package tracking number if you order has been shipped.

Why am I getting a warning when I try and choose the Fracture size I want?

If you're seeing a warning with this when trying to select a Fracture size, it's because the size of your image file is smaller than what we recommend for the Fracture size you've selected. In this case, we recommend you try to find a larger resolution file or select a smaller Fracture size. Although you can still order the Fracture you want, there's a really good chance that it will not print well (poor quality, pixelated, blurry, etc.). To avoid this, make sure the file you upload is at least 1-2mb in size.

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Custom Orders

Can you create sizes larger (or smaller) than what's on your website?

Yes we can. Currently, the largest size we can produce is 20x24 inches, and the smallest is 3x3 inches (affectionately known as the Fracture Mini). Please use the Custom Fracture Quote Form to place an order , or shoot us questions at and we'll see what our minds can come up with.

Do you offer wholesale or reseller discounts, or specials for professionals?

Yes we do. Contact our business development team member Matt Santmyers to find out what we can do for you.

Can you produce a semi-translucent or a fully transparent print?

Yes we can. Our semi-translucent prints (we refer to them as prints with "No Mount") are printed glass with the white layer of ink and no foam mounting. Our fully transparent prints (we refer to them as "Transparent") are printed glass without the white layer and with no foam mount. To select either option, look in your cart for the drop down selection menu labeled "Mount". You'll be able to select "No Mount" for semi-translucent print or "Transparent" for the fully transparent print. Please note that our transparent and translucent prints are not covered in our warranty (scroll down to the Warranty and Returns section for more details).

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Shipping Questions

Who do you use to ship, and how much does it cost?

We currently ship through USPS and FedEx. All your shipping options are available in the shopping cart during checkout. Simply click the "Get US shipping rates" link and you will see your options. Basic shipping starts at around $5 for an 8" print, and goes up from there.

Do you ship internationally?

Yes we do, Fracture ships anywhere in the world! International rates apply.
*Fracture is not responsible for any additional import duty charges.

What happens if my Fracture arrives broken?

Contact us at Support@Fractureme.com or call us at the office. We will ask for a picture of the damage if possible (so we can yell at the shipper). *Please do not mail us back your broken Fractures though. Although we'd love to see your great photos again, there's not much we can do with a broken Fracture and we're not responsible for covering your cost of shipping.

If I upgrade my shipping, will my order get printed faster?

Unfortunately no. Upgrading shipping (for example: changing from Fedex Ground to Fedex Overnight) only applies to the actual speed at which your order ships, and not the time it takes for your order to be printed.

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Uploading Questions

Do I need to create an account in order to explore the site?

No. You can create and explore with the Fracture photo editor as much as you like without logging in. You will only be asked to login once you've decided you want to buy something.

What types of files can I upload?

Currently we accept the most common image file formats: .jpg, .png, .bmp, .gif in RGB format (CMYK will look distorted).

How many pictures can I upload at a time?

You can only upload one picture at a time. However, you can save as many as you like on your My Fractures page.

What is the largest size file I can upload?

The largest size file you can upload is 10MB.

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Editing Questions

Do I have to choose a border? What if I don't want a border?

You do not have to choose a border if you don't want one. To go borderless (image reaches all the way to the edge of the frame), simply click the "borderless" option in the editor.
*Please note that if there is a white edge around your image, that IS a border and that WILL print (but clicking the borderless button will take care of that).

Does resizing my picture make it lose image quality?

Typically, enlarging a picture will make it at least a little lower in quality; however, the best guide to use is the print size suggestions that will tell you what sizes will print in acceptable quality. We recommend starting with the highest resolution file (original if possible), and editing through our website. You can use other photo editors to add effects and make adjustments, but again remember to bring the highest resolution image to our site for the best results.

In the editor, some of my photos have different border thicknesses and some don't. Why is that?

The uniformity of your photo's borders depends on the length/width ratio which your pictures were taken with. Our editor is optimized for the standard aspect ratio (4:3) of almost all point and shoot digital cameras. If you have a DSLR or other image source, your aspect ratio settings may be unique. You can use the crop tool to fix this easily (or size your photo to a 4:3 ratio before uploading). Click here to learn more about aspect ratios.

Do you offer custom shapes or size orientations?

Right now we offer landscape, portrait, and square orientations. Other shapes might come in the future, and leave us some feedback as to other things you'd like to see from us.

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Printing Questions

Why are your sizes only listed in diagonals?

We list our sizes in diagonals to make ordering easier for you. Our sizes are made to fit 4:3 ratio images perfectly (which encompass the majority of digital cameras), that means no cropping or resizing to fit your image to any of our sizes. Your image can seamlessly move from our 8" print all the way to our 18", meaning less work for you and hassle for you.

Here are some specifics on our sizes, print dimensions, and print resolutions (we print at 300dpi by the way):

RECTANGLE

Fracture Size	Print Dimension	Print Resolution
8" rectangle	4.8 x 6.4 in.	1440 x 1920 px
10" rectangle	6 x 8 in.	1800 x 2400 px
12" rectangle	7.2 x 9.6 in.	2160 x 2880 px
14" rectangle	8.4 x 11.2 in.	2520 x 3360 px
18" rectangle	10.8 x14.4 in.	3420 x 4320 px

SQUARE

Fracture Size	Print Dimension	Print Resolution
8" square	5.6 x 5.6 in.	1697 x 1697 px
10" square	7.07 x 7.07 in.	2121 x 2121 px
12" square	8.49 x 8.49 in.	2546 x 2546 px
14" square	9.9 x 9.9 in.	2970 x 2970 px
18" square	12 x 12 in.	3600 x 3600 px

What kind of color profile should I use?

If you are interested in color accuracy, please upload your images profiled according to sRGB standards. Please note that our color reproduction is not perfect and sometimes fluctuations occur. If this is something you're concerned about, we recommend requesting a sample print to see how your image will come out when fractured, and then make any necessary adjustments on your end from there.

What kind of glass do you use?

Fracture uses standard thickness (single-strength) ultra clear glass, thats a little more than 1/16th of an inch (or 2mm). The final Fracture piece, glass + foam mount, is about 1/4 inch thick (or the thickness of a pencil). See the "What's a Fracture" page for more details.

How long do Fractures last?

Fracture prints are not considered archival, but if kept indoors under normal conditions, your Fracture print should not fade at all and will probably out last all of us! Try to keep them out of overly damp conditions (like a bathroom) and to of direct sunlight.

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Warranty and Returns

Do you all have a warranty on your products?

We offer a lifetime guarantee against any manufacturing defects. That includes things like the ink fading or chipping, or the foam coming apart from the glass. We don't cover stuff like damage from dropping a print, damage from mounting in unadvised areas (again, places like showers or windows), or doing anything with your Fracture that shouldn't be done with any other glass product (like discus throw). Additionally, our warranty does not cover transparent or translucent prints, since leaving off the foam board increases the chance of scratching and damage to the image and glass. So please purchase at your own discretion.

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General Questions

Where are you guys located?

Our facility is located in sunny Gainesville, Florida! So this means that Eastern Standard Time applies to any order deadlines, timestamps, expirations, etc. 

When are you guys open?

We hold regular office hours: Monday through Friday, 9am-5pm EST. If you're calling after 5pm EST, especially on Fridays, it might be best to shoot us an email as well.

I live in Gainesville, Florida, can I pick up my order?

Yes you can. You can stop by our facility at 110 SW 6th St. to grab your order. You will also not have to pay for shipping, just choose the "Local Pickup from Fracture" option on the shipping page and no shipping charge will apply.

Why the name Fracture?

It was literally one of those eureka moments where Abhi stood up one day and proclaimed "We shall call it Fracture!" (it's also the combination of the word "frame" and "picture", which is what we create!).

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