FAQ

Frames Culture - Frequently Asked Questions (FAQ)

General Information

What is Frames Culture?

Frames Culture is a Brazilian Jiu-Jitsu apparel brand that creates clothing for grapplers who value skill over swagger. We make understated, high-quality shirts that blend sharp design with soft cotton fabrics designed to survive sweat, stretch, and real life. Our brand is built on the idea that every detail matters - just like frames in jiu-jitsu create space and set up the next move, the details in our clothing shape how you express the culture you're part of.

Who is your target audience?

Our clothing is for everyone who carries the mats with them: meme-lord white belts, stoic philosophers, gym savages, BJJ parents, and old-school rollers who still show up four nights a week. Different paths, same obsession.

What makes Frames Culture different from other fightwear brands?

We don't make loud, cringey fightwear. Instead, we create clothing for people who know the best signals are subtle, that inside jokes hit harder than submissions, and that good apparel should feel as smooth as a clean guard recovery. Our shirts are roll-tested and community-approved with zero ego.

Contact Information

How can I contact Frames Culture?

  • Email: hello@framesculture.com
  • Phone: +1 (289) 438-9122
  • Physical Address: 187 Lakeshore Road, St. Catharines ON L2N 2V4, Canada

What are your response times?

We typically respond to customer inquiries within 24-48 hours during business days. Quality claims are usually resolved within 24-48 hours of photo submission.

Ordering & Account

Do I need an account to place an order?

While you may be able to browse without an account, creating an account may be required for purchases. You must be at least the age of majority in your state or province of residence to create an account.

Can I change or cancel my order after placing it?

Orders may be difficult to change or cancel after acceptance since we process orders quickly. Please review your order carefully before submitting. Contact us immediately at hello@framesculture.com if you need to make changes.

What information do I need to provide when ordering?

You'll need to provide accurate contact details including your name, email address, billing address, shipping address, phone number, and payment information (credit card or financial account details).

Are orders for personal use only?

Yes, all purchases must be for personal or household use, not for commercial resale or export.

Shipping Information

What are your shipping rates?

Continental United States (48 States):

  • FREE SHIPPING on orders $75.00 USD and up
  • $5.25 flat rate for orders under $75.00 USD

Alaska, Hawaii & U.S. Territories:

  • FREE SHIPPING on orders $75.00 USD and up
  • $5.25 flat rate for orders under $75.00 USD

Where do you ship?

We currently ship to all 50 United States and U.S. territories including:

  • Alaska and Hawaii
  • Puerto Rico
  • U.S. Virgin Islands
  • Guam
  • American Samoa
  • Northern Mariana Islands

Note: We do not ship internationally at this time.

How long does processing take?

  • Processing Time: 1 business day
  • Order Cutoff: All orders are sent to processing at 11:00 PM EST daily
  • Processing Days: Monday through Friday (Monday processing occurs if it's not a federal holiday)

What are the delivery timeframes?

Standard Shipping:

  • Continental U.S.: 2-5 business days after processing
  • Alaska, Hawaii & U.S. Territories: 7-12 business days after processing

Business days are Monday through Friday, excluding federal holidays.

Which shipping carriers do you use?

We use multiple trusted shipping carriers including:

  • United States Postal Service (USPS)
  • UPS (United Parcel Service)
  • DHL
  • Additional regional carriers as needed

Carrier selection is determined by our fulfillment centers for optimal delivery speed and cost-effectiveness.

Do you ship to PO Boxes or military addresses?

Yes! We ship to PO Boxes and military addresses (APO/FPO) via USPS only. The same shipping rates apply: free shipping over $75, $5.25 under $75.

Do you offer expedited shipping?

No, we currently do not offer expedited shipping options (2-day, overnight, etc.).

Will I receive tracking information?

Yes! Tracking information is automatically sent via email once your order ships from our fulfillment center. You'll receive real-time updates through carrier websites.

What if I provide an incorrect shipping address?

If you refuse delivery or provide an incorrect shipping address that results in package return, you are responsible for re-shipment costs. You can either:

  • Pay for re-shipment to the correct address
  • Receive store credit for order value minus original shipping costs

Please double-check your shipping address before completing your order.

Returns & Refunds

What is your return policy?

  • We have a 30-day return policy. You have 30 days after receiving your item to request a return.
  • What are the return requirements?

To be eligible for a return, your item must be:

  • In the same condition that you received it
  • Unworn or unused
  • With tags attachedIn its original packaging
  • Accompanied by receipt or proof of purchase

How do I start a return?

Contact us at hello@framesculture.com to start a return. If your return is accepted, we'll send you a return shipping label and instructions. Items sent back without first requesting a return will not be accepted.

What items cannot be returned?

We cannot accept returns on sale items or gift cards.

Do you offer exchanges?

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

What about EU customers?

EU customers have a 14-day cooling off period to cancel or return orders for any reason without justification. The same return conditions apply (unworn, with tags, original packaging, proof of purchase).

How long do refunds take?

We'll notify you once we've received and inspected your return. If approved, you'll be automatically refunded on your original payment method within 10 business days. It may take additional time for your bank or credit card company to process the refund.

If more than 15 business days have passed since we approved your return, contact us at hello@framesculture.com.

Quality Issues & Defects

What quality issues do you cover?

We cover:

  • Physical damage during shipping
  • Poor print quality or defects
  • Wrong item shipped
  • Misprinted designs or text

Do I need to return defective items?

No! You do not need to ship items back for quality or print defects.

How do I report a quality issue?

  1. Take clear photos of the defective item(s)
  2. Include photos of any packaging damage if applicable
  3. Contact us via email with your order number and photos
  4. We'll review and approve legitimate claims promptly

What's your resolution process for quality issues?

  • Time Frame: Claims must be submitted within 30 days of delivery
  • Photo Evidence: Simply contact us with clear photos showing the issueR
  • esolution Options: We provide either a free replacement or full refund for genuinely defective items
  • Quick Response: Most quality claims are resolved within 24-48 hours of photo submission

What about lost packages?

Lost packages are handled directly by the shipping carrier (USPS, UPS, DHL, etc.). Contact the carrier using your tracking number for investigation. We're happy to assist you in contacting the carrier if needed.

Pricing & Payment

Can prices change?

Yes, prices, discounts, and promotions are subject to change without notice. The price charged will be the price in effect when the order is placed, as shown in your order confirmation email.

Do prices include taxes and shipping?

Unless otherwise stated, posted prices do not include taxes, shipping, handling, customs, or import charges.

What payment information do I need to provide?

You need to provide current, complete, and accurate purchase and payment information including credit card numbers and expiration dates. You represent that:

  • Credit card information provided is true, correct, and complete
  • You are authorized to use the credit card for the purchase
  • Charges will be honored by your credit card company
  • You will pay all charges including shipping and applicable taxes

Privacy & Data

What personal information do you collect?

We may collect:

  • Contact details (name, addresses, phone, email)
  • Financial information (payment card details, transaction information)
  • Account information (username, password, preferences)Transaction information (items viewed, purchased, returned)
  • Communications with us
  • Device information (IP address, browser details)
  • Usage information (how you interact with our services)

How is my information used?

We use your information to:

  • Provide and improve our services
  • Process payments and fulfill orders
  • Send account notifications and marketing communications
  • Prevent fraud and ensure security
  • Provide customer support
  • Comply with legal requirements

Do you share my information with third parties?

We may share information with:

  • Shopify (our platform provider)
  • Service providers (payment processing, shipping, customer support)
  • Marketing partners (for advertising purposes)
  • When legally required or to protect our rights

What rights do I have regarding my personal information?

Depending on where you live, you may have rights to:

  • Access your personal information
  • Delete your personal information
  • Correct inaccurate information
  • Data portability
  • Opt out of targeted advertisingManage communication preferences

To exercise these rights, contact us at hello@framesculture.com.

How can I opt out of marketing emails?

Use the unsubscribe option in our emails. We may still send non-promotional emails about your account or orders.

Website & Account Use

What are the age requirements?

You must be at least the age of majority in your state or province of residence to use our services and create an account.

What are prohibited uses of your website?

You cannot use our services for:

  • Unlawful or malicious purposes
  • Violating any laws or regulations
  • Infringing on intellectual property rights
  • Harassing or harming others
  • Transmitting false or misleading informationSending spam or promotional material
  • Impersonating others
  • Uploading viruses or malicious code
  • Collecting personal information of others
  • Interfering with website security

Can my account be terminated?

Yes, we may suspend, disable, or terminate your account at any time without notice if we determine you have violated our terms of service.

Who owns the intellectual property on your website?

All content including trademarks, text, images, graphics, and design are owned by Frames Culture, our affiliates, or licensors and are protected by intellectual property laws. You may only use our services for personal, non-commercial use.

Technical Issues

What if there are errors on your website?

We reserve the right to correct any errors, inaccuracies, or omissions and to change or update information or cancel orders if any information is inaccurate, even after you've submitted your order.

Do you guarantee your website will always work perfectly?

No, we provide our services "as is" and "as available" without warranties. We don't guarantee uninterrupted, timely, secure, or error-free service.

Legal Information

What if there are disputes?

These terms are governed by federal and state laws in the jurisdiction where Frames Culture is headquartered. Any disputes will be resolved in courts in that jurisdiction.

Can you change these terms?

Yes, we may update our terms of service at any time. We'll post changes on our website and notify you of material changes as required by law. Your continued use of our services constitutes acceptance of any changes.

What about liability limitations?

We limit our liability for damages to the fullest extent allowed by law. We're not liable for indirect, incidental, or consequential damages including lost profits or data.

Feedback & Reviews

Can I submit feedback or reviews?

Yes! When you submit feedback, you grant us rights to use it for promotional and business purposes. Your feedback must be honest, comply with our terms, and not violate any third-party rights.

Do you monitor or edit feedback?

We may monitor, edit, or remove feedback that we determine to be unlawful, offensive, or in violation of our terms, but we have no obligation to do so.

Still Have Questions?

If you don't see your question answered here, please don't hesitate to contact us:

Email: hello@framesculture.com
Phone: +1 (289) 438-9122

We typically respond within 24-48 hours during business days and are committed to making sure you have the best possible experience with Frames Culture.

This FAQ is based on our current policies as of September 2025. Please refer to our individual policy pages for the most up-to-date information, as policies may be updated from time to time.