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Frequently Asked Questions

General Questions

What is a Fracture?

A Fracture consists of a picture and foamcore mount all in one and is 100% opaque. Our name "Fracture" is actually a play on words for "Frame" and "Picture". Also, it just sounded right. To see a Fracture in action, please visit our Product Gallery.

Where are you guys located?

Our Fractory is located in Gainesville, Florida, in the heart of Innovation Square. 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. Our facility is located at 112 SW 6th St, Gainesville, FL 32601. 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?

You can catch up during our office hours M-F 9am-5pm at 1-(888)-675-8044. If you call to ask about your order or get more information, please be patient if our phone line is busy (especially during peak hours). All orders must be placed through the website.


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Ordering Questions

How long does it take to get my Fracture(s) after I order?

All Fractures are printed and hand assembled in our Gainesville, FL Fractory. For current production times, click here.

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.

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

Definitely! You can get more information and order them on our Gift Certificates page.

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:"

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.

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 () when trying to select a size, it's because the size of your image file is smaller than what we recommend for the size you've chosen for print. 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 1MB in size.

Can you produce a no mount or a fully transparent print?

A Fracture is a complete product: a picture, frame and mount, all in one. We do not currently offer the ability to purchase a Fracture as transparent or no mount, as they are incomplete products not covered by our Lifetime Warranty. We are working to develop a better solution for these types of products because we understand there is a healthy interest in them.

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

Yep! Eligibility will be determined by a current, valid business license. Discounts will be tiered by volume of orders. If you're interested, please email pro@fractureme.com.

Do you offer a discount for nonprofits?

We do! Eligible 501(c)3’s can apply to be in our Fracture Nonprofit program that offers a standing discount on all orders and tax free purchasing (eligibility is determined by Nonprofits with a current, valid letter of determination from the IRS). Click here if you’d like to apply to our Fracture for Nonprofits program.


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Bulk Orders

Do you offer discounts on large quantities?

Absolutely. Our minimum order amount for bulk orders is $2,500 and we automatically give you a 10% discount on these orders. Please visit our Business page and fill out a quote request if you wish to place a bulk order for your company.


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Shipping Questions

What shipping providers do you use?

We offer USPS and FedEx for all Fracture orders. All available shipping options are displayed in your cart during checkout. Simply click on "Get Shipping Rates" to see your options. Bulk Fracture orders ship by freight.

Do you ship internationally?

Totally! Shipping options will update in your cart when you enter your address. We do not cover any import duty charges (i.e.- VAT, custom fees as they can vary by destination).

How much does shipping cost?

We offer free shipping on all standard, domestic orders of $100 or more!


If your order is under $100 (or you’re placing a Bulk/Custom order, or are shipping international), then the shipping costs are determined by the size of the order and the destination. International shipping prices tend to start at around $20 USD.

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.

Do you offer rush production?

For the added fee of $19.95 we will push your Fracture order to the front of our production schedule queue.

Rush order processing applies only to our team production schedule, not expedited shipping. If you need your order even faster, please choose from any of our faster shipping options.

Other shipping/delivery questions?

Please don't hesitate to contact us with questions about your order.

What happens if there is a problem with my shipping address?

First, please make sure your shipping address is 100% accurate.

If you haven’t placed your order yet, or you’ve placed your order but it hasn’t left our facility, then you can contact us to fix it.

If you’ve placed your order, and we’ve given it to your shipping carrier, then you’ll have to contact them to address it.

Unfortunately, we cannot be responsible for reshipping an order that is returned to us due to an incorrect shipping address.


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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 is the smallest file size I can upload?

For best results, please use images that are at least 1MB in size, with 300ppi. Anything smaller risks being pixelated and generally disappointing. We will issue a warning for images below 100ppi, and refuse to print any images below 60ppi.

What is the largest file size I can upload?

We store all our images indefinitely for purposes of reprinting and to reduce server strain, we limit to 20MB images files. Based on our print sizes, a 20MB file is more than enough for the highest achievable print quality.

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.

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 in your account.

Can I upload from my phone or tablet?

The best way to order a Fracture is by using a computer, however, you can create an account from your mobile device and upload any images you have in your My Fractures page. Please use the original file for best results. Then, from a computer, you may log into your account, edit photos, select the quantity, and place your order.


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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 (black and white), or add a border.

How do borders work?

The editor defaults to full-frame prints (borderless) for images in 4:3 aspect ratio, and defaults to apply a border for images that aren’t 4:3. You can add/remove/modify any border (including its size and color) 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.

In the editor, some of my photos have different border thicknesses than others. What’s happening?

The uniformity of your photo’s borders depends on the aspect ratio (ratio of length x width) of your photos. Our editor is optimized for 4:3 and 1:1 aspect ratios, (4:3 tends to be the standard for most consumer digital (non-SLR) cameras). If you have a DSLR, or images with an alternate aspect ratio, then our editor will attempt to preserve the aspect ratio at the expense of border uniformity. You can use the crop tool to modify your image once it’s uploaded to modify the aspect ratio.

Do you offer custom shapes or size orientations?

Our standard sizes are available in square and rectangle shapes only. Rectangular Fractures may be selected as portrait or landscape orientations.


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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 $15 to $125.

What are the exact dimensions and prices of your Standard Sizes?

RECTANGLES (Portrait or Landscape)

Size Print Dimension Weight Print Resolution Price
Small 4.8 x 6.4 in. 0.26lbs 1440 x 1920 px $18
Medium 7.2 x 9.6 in. 0.38lbs 2160 x 2880 px $40
"Classic" 10.8 x14.4 in. 1.26lbs 3240 x 4320 px $65
Large 15.6 x 20.8 in. 1.64lbs 4680 x 6240 px $85
Extra Large 21.6 x 28.8 in. 5.21lbs 6480 x 8640 px $125

SQUARES

Size Print Dimension Weight Print Resolution Price
Small 5 x 5 in. 0.26lbs 1500 x 1500 px $15
Medium 11 x 11 in. 1.13lbs 3300 x 3300 px $55
Large 23 x 23 in. 5lbs 6900 x 6900 px $115

What kind of color profile should I use?

sRGB aka standard RGB.

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. Similar to what you’d typically find in a picture frame.

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".

What is the best way to clean my Fractures?

Cleaning your Fractures is easy! All you need to remove any fingerprints, sneeze marks or dust is a regular household glass cleaner, such as Windex, used on the front of the glass. A microfiber cloth can also help your glass print sparkle.


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Warranty and Returns

Do you all have a warranty on your products?

Yes! In fact, we offer a Happiness Guarantee and a Lifetime Warranty.

What is your Happiness Guarantee?

We want you to love your Fractures. If you’re not happy with your order, you’ve got 60 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 Warranty?

Our Lifetime Warranty covers manufacturing defects. This means your Fractures are protected against any manufacturing defects that might arise during the life of the product, like ink fading/chipping, or foam backing separation.


Our Lifetime Warranty does not cover damages resulting from improper use (dropping it, mounting it on a window) or from user error (and other non-traditional uses). 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. For more information, please visit our Terms of Service, or Contact Us.


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Still have questions?

Feel free to contact us with questions, compliments, general feedback, or to share a good joke.



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