FREQUENTLY ASKED QUESTIONS
Q: I HAVE A HIGH VALUE ART PIECE. ARE YOU INSURED?
A: SecondMoonshot has insurance to cover "Items in Trust" for over $50,000 (we regularly increase it). Additional insurance is available for any items which exceeds the maximum. Please note that you must have a recent appraisal by a reputable firm for any claims.
Q: WHAT IF MY ITEM GETS DAMAGED DURING FRAMING OR STORAGE?
A: This is probably a framer's worst nightmare. Any damage due to an accident during the framing process or mishandling is the responsibility of SecondMoonshot and not covered by insurance. While we take every measure to protect the object being framed during the process and handle as little as possible, unforeseen events can occur. We have no issue confessing accountability to a mistake or accidental issue and will work with you should this occur to rectify or compensate. During the quoting process, we will document an agreed upon value and document if any item is irreplaceable.
A: Generally the time to complete comes down to backlog of work, materials availability, and complexity of the job. Given that we are a low-volume production shop, let's set the backlog aside for now. If you pick moulding, mat boards, and glazing (glass) which we have in stock, your framing job should be completed within 3-5 days. Any special order mats, moulding, or glazing/glass) could add an additional 2-3 business days. If there is a high level of complexity to the job (such as object mounting, fabrication of work product, etc), 10-14 days might be expected. If needed, we can complete a job in as little as 1-2 days upon request provided you select materials which we have in stock (and with no "rush charge"). These are general guidelines, and there may be exceptions. If you request a quote from us, we will provide an estimated turnaround for your order along with your pricing estimate/quote. If there is anything that will notably impact the expected turnaround of your order, it will be communicated to you at that time.
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The ultimate completion timeline mostly comes down to backlog of previously committed work and job complexity.
Q: WHAT IF I'M NOT SATISFIED WITH WHAT I RECEIVE?
A: SecondMoonshot is committed to 100% customer satisfaction. If you are not fully satisfied with your purchase, you should feel comfortable bringing any concerns to our attention. Our priority will always be to address any issues with workmanship, design or material defects at no additional cost to you. If there was a difference in expectations, we will work with you to resolve. In the case of any concerns, we prefer to focus the conversation constructively on solutions, as opposed to pointing fingers.
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In the event we are unable to offer a solution that addresses your concerns, you always have the option to return the materials you have purchased from SecondMoonshot in order to receive a full refund.
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We offer a Lifetime Workmanship & Materials Guarantee.
Q: WHAT OTHER SERVICES DO YOU OFFER BEYOND CUSTOM FRAMING?
A: Beyond custom framing, we also offer:
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Custom framing of art, viny records, posters, prints, photos, jerseys, needlepoint and more
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Preservation Museum-tier framing options (as well as Conservation and below)
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Canvas stretching with handcrafted stretcher and strainer bars
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Custom Folio Boxes
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Glass and mirror cutting. Bring your own glass or mirror, pull from our recovered glass or we can also provide new glass in many finishes and quality levels (standard, non-reflective, conservation/UV, museum).
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Mat board cutting ; you can bring your own mat board, select from my inventory, or we can order pretty much anything offered from Crescent and Peterboro. We do not use computerized mat cutters and take immense pride in precision cuts by hand.
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Pack and Ship your art work. We are highly skilled packers and shippers of artwork and can safely get your own framed piece shipped globally.
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Anything else that we have the tooling and skills to do, just ask.
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A list of current services offered can be found here.
Q: DO YOU HAVE A RETAIL STOREFRONT? WHERE ARE YOU LOCATED?
A: To keep overhead low, we do not have a traditional retail store front, but have our shop (warehouse) located behind Main Street Collective located in Rolesville, NC with all samples available to design your custom framing project.
You can visit us at 100-B N Main St, Rolesville, NC 27571. A white Nissan Xterra should be in front of the building; you can park next to it or any available spot.
​​Directions.
A: SecondMoonshot does not have a traditional retail brick-and-mortar store front, although we do have a shop for custom frame design sessions and to drop off and pickup orders. We are normally there from 9am to 5pm daily Monday - Saturday. We always keep our hours updated on our Google Maps Business Profile with permanent and temporary hours.
An appointment is not required and walk-ins are welcome.
You can also text or call me with your ETA at 919-520-2577 before you leave if you are coming from out of town.
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If you want to book an appointment, use the "Book Appt" option in the menu under Contact.
A: No, never.
Instead, my pricing starts with a baseline price list, and then once I work through all the options, the final price will get adjusted to provide you with a better than fair price and a small profit for me to keep the lights on. I am totally transparent on my pricing and encourage customers or prospective customers to take my quotes to the competition for price and quality comparison - I am that confident I am offering extremely high value that will be difficult to match.​
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I am in a unique position to have extremely low overhead and fully own every piece of equipment in our leased shop - I kid you not...we are a ZERO DEBT business. This is a large part of why we don't have a high rent retail store as those costs could triple or more and that cost would have to go somewhere...to you. We have one (1) employee for now - me, and my goal is not to extract maximum profit, but to provide maximum pleasure to the customer from the products I produce. As I have stated in many other forums and blog posts...this is a non-traditional business who's sole purpose is to make me happy.
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Here is a sample quote/work order:​​​​​
A: Yes, this is a common thing we do. In the Contacts page, you will find the MAILING ADDRESS (not the shop address) to be used. You can send us your art work or even buy elsewhere and have it shipped directly to us for framing. You should send an email to john@secondmoonshot.com so that we can expect it and contact you upon arrival. Include full name, email and cell phone number. When it arrives, I will review to ensure no damage and reach out to you for design selections.
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We are highly skilled at packaging and shipping of artwork and can get it to you safely, even works as large as 36" x 48" using our exclusive "Cocoon Method".