Frequently Asked Questions

General

We are an Australian, family-owned and operated business which has been manufacturing quality, timber picture frames in Sydney for over 45 years. Click Here to learn more about us.

Our search bar is located on the top left corner of all pages of our website. Just click the magnifying glass icon and type any search word or phrase and a list of relevant products and information relating to your search query will come up in the results. 

You can also click here on this link to search as well.

We accept Visa Card, Mastercard and Paypal. We don’t charge any additional fees for these options.

Customer Service

Sure! Our friendly Customer Service team is available Monday to Friday 8am - 5pm (AEST) on 02 9476 4568 or via email info@profileproducts.com.au and emails will typically be responded to within 24 hours (sooner if possible). We’d be delighted to help you.

We’re sorry and we want to make things right. Click here to complete our claims request form so that we can get back to you with a solution as quickly as possible.

Returns/refunds are subject to the saleable condition upon our office receiving the returned goods.

Please refer to this page for information on our returns policy.

Please contact us so that we can assist with this.

Product FAQ's

We've created a guide in our How-To Library to help explain the difference between frame size and opening size when measuring your photo or art:

- Photo Frame Measuring Guide

We've also created a handy convenient size conversion chart and diagram as well:

- Photo Frame Size Conversion Chart

We've created a couple of different step-by-step guides in our How-To Library to help explain this easy process, which also include videos. Click on the options below:

- How to Insert Your Photos Into a Matted Photo Frame

- How to Insert Your Photo Into an Unmatted Photo Frame

We've created a step-by-step guide in our How-To Library to help explain this easy process, which also includes a video:

How to Attach our Hanging Pack and Attach Wire String to the Back of Your Photo Frame

We've created a step-by-step guide in our How-To Library to help explain this easy process, which also includes a video:

How to Attach a Photo to a Mat Board

We've created a helpful step-by-step guide in our How-To Library to explain this process:

How to Hang a Picture Frame on Your Wall

We've created some helpful online guide in our How-to Library help explain the different types of Photo Albums:

Understanding Different Types of Photo Albums

Shipping

Click here to visit our information page regarding shipping costs.

We have extensive experience packaging our products to ensure they arrive at your designated delivery address in perfect and pristine condition. All items are carefully packed using environmentally friendly bio-fill made from corn-starch (bio-degradable, water-soluble) and recyclable packaging cartons which are Australian Conservation Foundation approved.

We can deliver Australia-wide to most destinations. We can also deliver internationally to selected countries. Please click here to learn more about our shipping information.

All orders are shipped directly from our factory in Sydney. Some framed products like decorator framed prints are custom made to order. Please allow up to 1 week for your order to be produced. Then allow additional time for shipping to you, depending on your location.


Shipping times to most major metropolitan cities is usually less than 1 week.


Please allow up to 1-2 weeks more for regional and remote locations.


Please allow more time during peak seasonal periods e.g.: Mother's Day, Black Friday, Christmas, etc.


Once your order has been dispatched you will receive an email from us confirming you order has been shipped.


We will also provide you with a tracking number to follow your delivery.

We recommend that someone is home to receive your delivery, but our default delivery option is to provide authority to leave your order in a safe place. If you or a friend/family member is not home during working hours, we suggest you arrange for delivery to your place of work. This ensures your goods are delivered as soon as possible without any delays.

Express Post is more expensive and can also be limited depending on the size of the product(s) you have ordered. Please note that we cannot ship any picture frames that are A2 size or larger via Express Post.
Contact our customer team on 02 9476 4568 and let us know what is required and we will do our best to accommodate you.

Please note that additional shipping charges may apply.

Once your order has been dispatched you will receive an email from us confirming you order has been shipped, and we will also provide you with a tracking number to follow your delivery to your designated delivery address.

Yes, we will send you an email with your tracking number in which you can track your item via the courier service.

In most cases, your order is either delayed due to peak periods or it could also be awaiting collection from your local Australia Post shop. If not, please click here to contact us and we will assist you further.

Our logistics systems are not designed for collection from our factory/warehouse, so in most cases, no, pickup is not available.

Our default delivery option is to provide authority to leave in a safe place, but we do recommend that someone is home to receive your delivery. You will also receive notification of when your order is being delivered.

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