Below are the most frequently asked questions from customers visiting Sign-Frame.com. If your question is not addressed in the following please give us a call.
ORDER STATUS
Has my order shipped?
Production times vary based on the products ordered (see Shipping Policy). The FedEx or UPS tracking information is emailed to you when the signs are about to ship. If you have not received an email the products have not shipped and are most likely still in production. If you need further details please give us a call on our toll free number 866.299.9933.
My order never arrived
Click on the tracking number sent to you to confirm that your products were delivered. If the shipper indicates they were delivered please check the premises to locate them. If you are unable to find them please call 866.299.9933 for assistance.
My order is incomplete
Based on the products purchased you may receive two separate shipments. Restroom signs will typically ship separately from frames, ADA signs and paper inserts. If you have any questions please call toll free 866.299.9933 for assistance.
MY ACCOUNT
How do I create an account?
Click on “My Account” at the top of the page and simply follow the prompts to complete setting up your account. Your information is never sold to any other company and kept completely private. Please view our Privacy Policy for more information.
How much is my shipping?
Shipping is calculated prior to submitting your order. Simply add items to your cart and proceed to the Checkout page where your shipping amount will appear. For more information on shipping please see our Shipping Policy.
I forgot my password
Click “My Account” at the top of the page. Click on the “Forgot your password?” link next to the login prompt. You will then be sent an email to reset your password.
What is your return policy?
Vista System Frames, ADA Lenses and Paper Inserts: We will replace products that have been damaged during shipping, however you must contact us within 7 days of receiving your shipment. All products sold on the site are custom-made and built to order. Unless a documentable error has occurred, the products ordered are the property of the purchaser and are neither refundable nor returnable. To avoid or mitigate these situations, please review your specifications and ensure your order is correct prior to submission. With respect to sign frames only, at our sole discretion, if the product purchased is an extremely popular item, we may accept unused, returned merchandise however, a 15% restocking fee will apply. ADA lenses and paper inserts are neither refundable nor returnable. We are here to help so should a problem arise call us immediately for assistance.
Restroom Signs: We will replace products that have been damaged during shipping, however you must contact us within 7 days of receiving your shipment. All products sold on the site are custom-made and built to order. Unless they are defective as determined by us the signs are the property of the purchaser and neither refundable nor returnable – no exceptions. We want you to be 100% satisfied, and if for any reason you are not happy with our products or services, we will attempt to resolve any issues to assure your complete satisfaction.
PRODUCT QUESTIONS
Are your signs ADA compliant?
Yes, our ADA signs meet ADA requirements. We follow best practices for the manufacturing of all our ADA braille signs to assure that they are in compliance with ADA. Since we cannot keep track of all state and local sign codes, please check with your local and state authorities if you are unsure about additional sign codes that may affect your signage.
Can I use your signs outdoors?
Vista System Frames: Vista System frames are rated for both indoor and outdoor use. While paper inserts are typically used for indoor applications, frames used outdoors must use weather-resistant lenses. Acrylic lenses in combination with applied cut or printed vinyl is the most common outdoor application but other weather-resistant materials may also be used.
ADA Signs/Lenses: Our ADA signs are rated for indoor use only. This includes Rowmark and painted acrylic lenses. We recommend photopolymer or thermoformed ADA for outdoor use. Should you need more information or pricing on outdoor ADA signs please call us at 866.299.9933 and we’ll be glad to assist.
What signs require Braille and tactile characters?
In general, signs that identify permanent rooms and spaces in publicly accessible buildings require Braille and tactile and must be ADA compliant. Sign types include room number signs, restroom signs, and room ID signs. Some examples would include: Maintenance Room, Electrical Room, Communications Room, Vending, Gymnasium, Chapel, Cafeteria, Lunchroom, Library, Conference Room, Janitor, all Restroom signs, Room ###, Office ###, Suite ###, Fitness Center, Exam Room, Choir Room, Storage, etc. Signs that do NOT require braille include Informational Signs, Directory Signs, Suspended Signs, Hallway Signs and temporary signs.
What will my sign look like?
For all signs designed online your proof will be the actual design you created. You will be asked to approve that design before you add it to the cart. For all other insert and ADA signs we will email you the proofs for your review/approval. We will not produce and sign without your approval.
Will your sign color match those on my computer screen?
Colors on your computer may appear different than actual physical material colors due to differences in computer monitors, bandwidth limitations, graphics cards, hardware, etc. If you are unsure about ADA colors after looking at the Rowmark color chart we can provide the CMYK and PMS values. For projects involving a large number of signs we typically recommend getting a Rowmark color chart to ensure you’re 100% comfortable with your color choices and the material you choose. Please contact us at 866.299.9933 for information on how to receive one.
Do you warranty your products?
Vista System provides a limited lifetime warranty to be free of defects in material and workmanship at the time of shipment. Our liability shall be limited to replacement of the product if it can be determined that the product was defective at the time of shipment. Defective products, subject to inspection, will be replaced or repaired on a no charge basis. Damage caused by accidents or improper use is the responsibility of the Buyer. We are not responsible for misuse of the products, or if the Buyer is unable to use the product.
Where can I find high quality photos or images for my sign?
If you’re looking for free, high-quality stock photos or images you may consider the following sites: Pexels.com, Unsplash.com, DepositPhotos.com, Pixabay.com or Pikwizard.com.