Frequently Asked Questions
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1. Do u make custom projects?
Yes, we can made custom project, with your own device or with your logo in frame.
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2. Do you also sell the template as a digital file?
Yes we can made custom template for you.
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3. Is it possible for me to ship my devices over to you and pay you to grid it?
Yes u can shipp device and we will made custom project for you.
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4. Are your products made from original mobile phone parts?
The products we sell include all the original parts of the mobile phone.
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5. Is the battery in the frame safe?
We are using fake batteries, there will be no danger of explosion or expansion.
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6. Are all frames made from Walnut?
No, only some from unique collctions are made from walnut.
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7. Where the objects are dispatched from?
Our studio is located in Serbia, with warehouses in Canada.
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8. Do you have plans to do other models?
We are designing other models of old retro devices, also other classic phone models.
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9. What are the measurements?
Currently our products are available in two sizes, 20x30 and 30x40cm.
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10. What if my items are damaged or incorrect?
If the product has a fabrication problem, you can return or exchange it only if it is returned in its original condition and packaging.
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11. Do you ship internationally?
We ship internationally, also u will get tracking number.
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12. I don't have PayPal account, do you accept other payment methods?
If you don't have a PayPal account, we accept all credit cards, just select "PayPal" and click the "Pay with Debit or CreditCard" button.
Shipping policy​
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Verification:
A confirmation email will be sent to you once the order is authorized and verified. We begin preparing your order immediately after it is verified. With this sort of time frame, it makes it difficult for us to change or cancel your order, however, we will do our best to support your request.
Processing:
It normally takes 2 business days for us to process your order. Please note that this does not include holidays and weekends.
Shipping Info:
We have put a lot of focus on making sure the items get delivered to our customers as quickly as possible. Due to the fact that the product is handmade, it will take about 2 weeks to receive it.There might be delay due to COVID-19.
Please submit a ticket within 6 months of shipment if the package does not arrive in time, our representative will get back to you within 24 hours. Note that overdue requests may not be accepted.
Refund policy
Cancellation:
We accept order cancellation before the product is shipped or produced. If the order is cancelled you will get full refund. We cannot cancel the order if the product is already shipped out or produced.
Returns (if applicable)
Due to the fact that our products are Made To Order, the item cannot be returned unless its a fabrication fault. If the product has a fabrication problem, you can return or exchange it only if it is returned in its original condition and packaging, within 30 days from the delivery date.
Refunds (if applicable)
Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at retroframezinfo@gmail.com