Frequently Asked Questions
General Questions
Where are you guys located?
Our Fractory is located in Gainesville, FL, at 112 SW 6th St, Gainesville, FL 32601. All Fractures are handmade in our facility, so we're happy to declare every Fracture is made in America. Please note that Eastern Standard Time applies to any order deadlines, timestamps, expirations, etc.
What are your hours of operation?
Monday through Friday, 9am-5pm EST.
I live in Gainesville, Florida, can I pick up my order?
Of course! Local pickup is available as a no-cost shipping option. If you're coming to pick up your order, please feel free to show up with baked goods (and only if you've received an email from us confirming your order is ready to be picked up).
Can I reach you by phone?
Yes, but only if we're open. Our number is 1-(888)-675-8044. If you call to ask about your order, get more information, or to prank us, please be patient if our phone line is busy (especially during peak hours).
Why the name Fracture?
It's the combination of the word "frame" and "picture". Also, it just sounded right.
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Ordering Questions
How long does it take to get my Fracture(s) after I order?
We aim to have your order printed within 24-48 hours of when it's placed. But unforeseen delays (and holidays) can extend that time frame. Click here to get the most up-to-date production time frame.
What payment options do you currently accept?
We accept PayPal, 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). To learn about what information we store (and why), please check out our Privacy Policy.
How do I use a Coupon Code / Gift Certificate?
Coupon Codes and Gift Certificates can be applied in your shopping cart, in the field marked "Apply a coupon to your order:"
Are there rules for using my coupon?
Most coupons/discount codes cannot be combined with other coupons/discounts, and no coupon or code can be applied retroactively to an order. If you're having trouble applying a coupon, please contact us before you place your order.
Do you offer gift certificates? And if so, how do I order one?
We do! You can get more information, and order them on our Gift Certificates page.
How can I check the status of my order?
Just login to your account and go to the account history tab. From this page you will see the status of all current and past orders. If your order has shipped, we will email you the tracking number. You can also find your tracking number on in the order details page in your account history.
Why am I getting a warning when I try and choose the Fracture size I want?
If you're seeing a warning with this icon 
that means your image is too small to be printed at the size option with that icon next to it. In this case, we highly 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 I order a custom-sized Fracture?
Absolutely! Currently, the largest size we can produce is 40x60 inches, and the smallest is 4x4 inches (affectionately known as the Fracture Mini). Please visit the Custom Fractures page to place an order, or for more information.
Do you offer wholesale or reseller discounts, or specials for professionals photographers?
Not yet, but soon. Eligibility will be determined by a current, valid business license. Discounts will be tiered by monthly volume. If you'd like to be notified when “Fracture Pro launches, please email pro@fractureme.com.
Do you offer a discount for nonprofits?
Not yet, but soon. Eligibility will be determined by Nonprofits with a current, valid letter of determination from the IRS. If you'd like to be notified when "Fracture for Nonprofits" launches, please email nonprofit@fractureme.com.
Can you produce a no mount or a fully transparent print?
We can do both:
No mount prints are printed glass with the white layer of ink and no foam mounting/backing.
Transparent prints are printed without the white layer of ink and with no foam mount/backing.
To order either option, select "more options" under "Mount Type" in the editor.
Please note that our transparent and no mount prints are not covered in our warranty (please visit our Terms of Service for more information).
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Shipping Questions
What shipping providers do you use?
We offer USPS and FedEx for all standard Fracture sizes. Oversized Fractures have to ship by freight.
Do you ship internationally?
Yes we do! Shipping options will update in your cart when you enter your address. We do not cover any import duty charges.
How much does shipping cost?
We offer Free Shipping on all standard orders of $100 or more!
If your order is under $100 (or you’re placing a non-standard order), then the shipping costs are determined by the size of the order and the destination; and start at around $5.
What happens if my Fracture arrives broken?
Our packaging has been designed to minimize the potential for breaking, but we can't control the level of treatment USPS or FedEx extend to them. If your Fracture arrives broken, Please contact us! We will happily replace it, but we’ll need a picture of the damages.
If I upgrade my shipping, will my order get printed faster?
Shipping options do not affect printing speed. We do offer a rush printing option, for a fee equal to 25% of your total order cost. If you need to rush your order, please contact us, and make sure you select the fastest shipping option.
Other shipping/delivery questions?
Please don't hesitate to contact us with questions about your order.
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Uploading Questions
What types of files can I upload?
We accept jpg, .png, .bmp, and .gif files. Please make sure the format is RGB (CMYK will look distorted). For best results, please don't use images smaller than 1MB. We prefer 300dpi.
What if I want to print in 3:2 instead of 4:3?
Our standard sizes are geared for 4:3, but our editor will give you the ability to resize and crop as needed. If you want to print in exactly 3:2, you'll need to place a custom order.
How many pictures can I upload at a time?
You can only upload one picture at a time. However, you can save as many pictures as you'd like on your My Fractures page.
What is the largest size file I can upload?
The largest size file you can upload is 10MB.
Can I upload from my phone or tablet?
Not yet. But you can complete an order from either device (like an iPad or iPhone for example) if you have images saved in your My Fractures page. So if you are able to upload and save them from another computer, you can finish the order on your phone or tablet.
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Editing Questions
What does your editor allow me to do?
Our editor lets you choose your Fracture size and orientation (portrait, landscape, or square). You can also crop or resize your image, apply a greyscale, or add a border.
How do borders work?
The editor defaults to full-frame prints (borderless), but you can apply a solid color border, and choose the size, in the "Advanced Options" tab of the editor.
Does resizing my picture make it lose image quality?
If you're making it larger, yes. If you're making it smaller, probably not. To ensure the best print quality, please upload the highest quality file you have, and don't ignore warning messages on our editor.
Do you offer custom shapes or size orientations?
Right now we offer landscape, portrait, and square orientations. Other shapes might come in the future. If you want to order a custom size, please visit our Custom Fractures page.
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Printing Questions
Do you really print on glass?
Yes, we REALLY print on glass. Not plexiglass, not Lexan, and no paper involved.
What are your sizes?
We offer 8 standard sizes from Small to Extra Large, at a range of prices from $12 to $125.
Custom sizes are available through our Customs department.
What are the exact dimensions and prices of your Standard Sizes?
RECTANGLES (Portrait or Landscape)
| Size | Print Dimension | Print Resolution | Price |
| Small | 4.8 x 6.4 in. | 1440 x 1920 px | $15 |
| Medium | 7.2 x 9.6 in. | 2160 x 2880 px | $20 |
| "Classic" | 10.8 x14.4 in. | 3240 x 4320 px | $40 |
| Large | 15.6 x 20.8 in. | 4680 x 6240 px | $75 |
| Extra Large | 21.6 x 28.8 in. | 6480 x 8640 px | $125 |
SQUARES
| Size | Print Dimension | Print Resolution | Price |
| Small | 5 x 5 in. | 1500 x 1500 px | $12 |
| Medium | 11 x 11 in. | 3300 x 3300 px | $30 |
| Large | 23 x 23 in. | 6900 x 6900 px | $100 |
What kind of color profile should I use?
sRGB.
Do I need to add a “bleed” area for printing?
Not at all! For best results, please size your images to the EXACT dimensions you intend to print on.
What kind of glass do you use?
Fracture uses 2mm thick, single-strength, ultra clear glass.
How thick is an actual Fracture?
A standard Fracture (glass & foam backing) is about 1/4 inch thick. That’s roughly the same thickness as a standard #2 pencil.
How long do Fractures last?
Fracture prints are not considered archival, but they will last for a very long time if kept indoors and not exposed to extreme humidity or poor handling. We offer a lifetime guarantee on all Fractures. For more information, please see the next section; "Warranty and Returns".
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Warranty and Returns
Do you all have a warranty on your products?
We offer a Happiness Guarantee and a Lifetime Guarantee.
What is your Happiness Guarantee?
Our Happiness Guarantee means if you’re not happy with your order, you’ve got 30 days to let us know so we can try to make it right. For more information, please visit our Terms of Service, or Contact Us.
What is your Lifetime Guarantee?
Our Lifetime Guarantee means your Fractures are protected against any manufacturing defects that might arise during the life of the product. For more information, please visit our Terms of Service, or Contact Us.
What is your policy on refunds?
Refunds are rare, and can only be offered within 90 days of purchase.
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Still have questions?
Feel free to contact us with questions, compliments, general feedback, or to share a good joke.