Question 1

Do I need to send you my medal?

Accepted Answer

No, the great news is you don't need to send your medal or bib. All we need you to do is choose the frame that corresponds with the event you ran. If you're ordering a blank frame, we recommend sending us the size of your medal at checkout. Our frames are designed to easily fit your medal yourself, hassle-free.

Question 2

How easy is it for me to add my medal & bib?

Accepted Answer

Very easy! Our framing process is designed to be simple and stress-free. Our frames are tailored to your medal and bib, making self-framing a breeze. And if you ever need assistance, we're just a message away.

Question 3

What countries do you ship to?

Accepted Answer

Worldwide. 🌎 We manufacture in Australia and the UK, with UK-made frames also serving our US and European customers. If you're ordering from outside Australia, your country may charge import duties or taxes on delivery, which are set by your country and not included in your order total.

Question 4

How much is shipping?

Accepted Answer

Free shipping on all frame orders over $150 AUD. Excluding rural locations. Shipping rates to 'rest of world' countries may vary and will display at checkout.

Question 5

When will I receive my order?

Accepted Answer

Every frame is handcrafted to order. On average, orders arrive within 16 days of purchase (production plus transit combined) — though this can range from around 10 days up to 20+ days depending on your location, and may take longer during busy periods after major races or for rural/remote addresses. This is an estimate, not a guaranteed delivery date. We'll contact you if there's a significant delay.

Question 6

Is there a refund policy?

Accepted Answer

Because every frame is custom-made to your order, we're unable to offer refunds for change of mind once your order has shipped. If your frame arrives damaged or with a manufacturing defect, we'll replace or refund it at no cost — just contact us within 7 days of delivery. See our full Refund Policy for details.

Question 7

If I place a pre-order but do not complete the race?

Accepted Answer

We understand race day doesn't always go to plan! You have the option to transfer your order to celebrate another athlete's achievement, or request a refund to your original payment method.

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