Free Shipping To The U.S. 🇺🇸 Discounted International Shipping 🌏

Frequently Asked Questions

General

How do I set up my Lightbox?

Please check out this short youtube video we created that shows you how to set up your new MacroFrame Lightbox! 

https://www.youtube.com/watch?v=lnqX7_jFqE8&t=

How do I set up my Rotating Display Stand?

Here is a youtube video on how to set up your new Rotating Display Stand! Make video for how to use RDS

Does a Lightbox Purchase come with a Rotating Display Stand?

 No, the Rotating Display Stand is sold separately from the Lightbox.

When will the bundle be back in stock ?

Due to shipping complications with COVID, our rotating display stands and lightboxes are shipping from different warehouses. However, this doesn’t mean you can’t get all of the items in a bundle. Just order the rotating display stand and the large lightbox as separate items and you will receive them, just as if you ordered a bundle!

Something in my order is missing!

If you only received part of your order, please review your order information page, the link to this can be found in your order confirmation email. Some of your items may have shipped separately. There will be tracking information for each item on your order information page. If you still have an issue, please reached out to support at info@MacroFrame.com with your #MF Order Number.

My credit card is not working.

Please make sure you are using either Chrome or Firefox, refresh the page, and try again. If that does not work, please try using an incognito window (Instructions to use an incognito window). If this does not solve your issue, please check with your credit card company as they may be blocking payment or try a different card. The most common issues are due to an expired card, exceeded credit limit, or authorization denial.

Can I pay with PayPal?

MacroFrame does not offer payment through PayPal, however, all of our credit card payments are processed through Shopify, one of the world’s largest and most secure Credit Card Processors. 



Shipping 

How much does shipping cost?

MacroFrame offers free shipping to all orders in the United State. A small shipping fee will be applied to all other international orders based on your country's location. If you have any additional questions about shipping please reach out to support at info@MacroFrame.com with your #MF Order Number.

Can you ship to my country?

Currently, MacroFrame offers shipping to over 100 countries worldwide. If you attempt checkout and are unable to ship to your country, please reach out to us and we will try to accommodate your order.

How long will it take to get my order?

Orders are processed in 1-2 days. Shipping in the US takes around 4-7 days. International orders take around 11-14 days. Please remember, these shipping times are estimates. If you have any issues with your shipping, please don’t hesitate to contact us at info@macroframe.com and we can help make it right.

Can I change the shipping address after ordering? 

Please make sure that all shipping information is correct before you place your order. Carriers do not let us change your shipping address once the order is placed. 

Has my order been shipped?

Orders are processed in 1-2 days. Once your order is shipped, you will receive an email with tracking information. If you did not receive this email, please reach out to support at info@MacroFrame.com with your #MF Order Number.

My order says it is delivered, but I did not receive it.

Please complete the following steps before reaching out to support.

1. Check with all household members. 

2. Look around the premise of the home for the package, it may be in a different location then where you normally find your packages.

3. Contact your local USPS, UPS, FedEx carrier (your tracking information will tell you the carrier) with your tracking number for more information about the supposed delivery.

Custom fee/import tax (international orders)

Since MacroFrame receives only the payment for products and shipping services through this website. MacroFrame is not responsible for any customs, duties, or import fees associated with receiving your order. All taxes and fees incurred after shipment are the customer’s responsibility. Please contact your local customs office directly for more information before ordering our product.


Returns

We offer a 30 day customer satisfaction guarantee.

If you are not happy with your MacroFrame order, don’t worry. We’ll take it back! Please note, you are only eligible for a return within 30 days from your delivered date. To make a return, please contact support at info@MacroFrame.com with your #MF Order Number.

Am I eligible for a return?

If you wish to return an item, please check the cases below to see where you qualify.

My product arrived damaged/ there is a technical issue with my product. 

Immediately upon receiving photographic proof of the issue, MacroFrame will ship you a replacement piece or brand new product at no cost to you.

The lightbox will not work for my needs/ I am not satisfied. 

If your lightbox has no physical issues, you may make a return to the designated warehouse for your region. Please note that customs are responsible for shipping costs of the return. Once a registered tracking number is presented to MacroFrame, you will receive a refund. To make a return, please contact support at info@MacroFrame.com with your #MF Order Number.

The order was placed but has not yet shipped.

You have 24 hours to cancel your order, otherwise you will have to wait until you receive your order to make a return. Please note that customs are responsible for the shipping cost of the return. Once a registered tracking number is presented to MacroFrame, you will receive a refund. To make a return, please contact support at info@MacroFrame.com with your #MF Order Number.

Are refunds free?

Customers will be responsible for costs to ship the returned item back to their designated warehouse.