Frequently Asked Questions

Order Status

Why didn't I receive my order confirmation email?

  1. Check your "junk mail" folder or "spam" folder in your email inbox to make sure that the Larson-Juhl order confirmation is not located in these folders.
  2. To ensure that future Larson-Juhl order confirmations will be delivered to your email inbox, add the email address orders@larsonjuhl.com to your address book.
    Many anti-spam systems check your email address book to know which senders are allowed to send you email messages.
  3. If you are still not receiving order confirmations, be sure to verify your email address on the Contact Information page on LarsonJuhl.com.
  4. Contact Customer Care toll-free at 1-800-438-5031 Monday - Friday, 8 AM-9 PM EST, send us an email or check order status on LarsonJuhl.com® (see next question for instructions).

How can I view my order status?

  1. Please use the Contact Us form or email LJConnectCustomerService@Larsonjuhl.com

When is my order confirmed?

  1. Your order is confirmed as soon as it is submitted. Please look for your order confirmation email.

How do I ensure I have all the information on my orders?

  1. There are two locations to leave information for a Customer Care Representative; on the individual line or in the order notes location.

What do the statuses on my order really mean (shipping and pending)?

  1. Pending means your order is currently being assembled, collected or prepared. Shipping means it has been completed and is ready to be delivered.

Ordering

How can I order Items on LarsonJuhl.com

  1. Add items to your cart.
  2. Click the “Cart” link in the upper-right side of any page. Click “Proceed to Checkout”.
  3. Proceed through checkout, clicking “Next” along the way to move to the next step.
  4. Asterisks indicate required fields during checkout – be sure to fill in these required fields so that we have all the information needed to process your order.
  5. When you reach the Order Review page, click “Submit Order” to submit your order for processing.
  6. Once your order has been submitted, you’ll see an Order Confirmation page with your web order number and order details. An email order confirmation with your final availability, pricing, and order number will be sent to the email address associated with your user ID in the My Account area.

I'm in a rush and have a list of the Larson-Juhl item numbers I need. Can I easily submit an order for these items on LarsonJuhl.com?

  1. Yes, through our online ordering option. Orders can be placed 24/7 at your convenience.

I’m a registered user who thought I had an open account with LarsonJuhl.com. Why am I not able to login?

  1. Please use the Contact Us form or email LJConnectCustomerService@Larsonjuhl.com
​Can I place an international order on LarsonJuhl.com?
  1. Please use the Contact Us form or email LJConnectCustomerService@Larsonjuhl.com
    1.  

How do I return or cancel products?

  1. Please use the Contact Us form or email LJConnectCustomerService@Larsonjuhl.com

How do I make a claim?

  1. All third party freight claims should be made through that freight provider.

Signing In

What is my User ID?

If you have forgotten your user ID you can request to have it emailed to you. Here’s how:

  1. Click on the Contact Us form in the Footer.
  2. Provide the required information.
  3. We will send your user ID to the email address stored in the Personal Information section of Your Account.

Note:The information you enter must be identical to the information submitted on your registration. If it is not identical, you will be asked to contact Customer Care.

What is my password?

If you have forgotten your password you can create a new password by resetting it on your own. Here’s how:

  1. Go to the Sign-In/Register page.
  2. Click on Forgot Password link and Provide the required information.
  3. We will send instructions on how to reset your password to the e-mail address stored in the Personal Information section of Your Account.

Note:The information you enter must be identical to the information submitted on your registration. If it is not identical, you will be asked to contact Customer Care.

Are my User ID and/or password case sensitive?

Only your password is case sensitive (e.g. password or PASSWORD). It must be entered the exact same way it was entered during registration.

If you cannot remember how you entered it, Click Forgot Your Password found under sign-in fields and provide the required information.

We will send instructions on how to reset your password to the email address stored in the Personal Information section of Your Account.

Why can't I sign in?

Please follow these steps to ensure that you are logging in with the correct information:

Are you registered on our Web site? If not, register. Enter your user ID in the User ID field and your password in the Password field. Both fields can be found in the Sign In/Register link on every page of the site. Check your user ID and password. They must be entered exactly the same way as they were during registration. Note: Your password is case sensitive (e.g. password or PASSWORD).

If you cannot remember your login information, go to Forgot your User ID? or Forgot Your Password? and provide the required information. We will send an email with your User ID to the email address stored in Your Profile, and a separate email with instructions on how to reset your password.

Updating My Account

How do I update my address/account information?

  1. Please use the Contact Us form or email LJConnectCustomerService@Larsonjuhl.com

How do I change my email address?

  1. Please use the Contact Us form or email LJConnectCustomerService@Larsonjuhl.com

How do I change my password?

  1. Please use the Contact Us form or email LJConnectCustomerService@Larsonjuhl.com

Product Information

Who do I contact for specific product questions?

  1. Please contact Customer Care toll-free at 1-800-438-5031 and if they will redirect you to the  appropriate team member.

What matboard brands do you carry?

  1. Crescent, Bainbridge, Artique

What glazing brands do you carry?

  1. TruVue and our Private Brand

What foam brands do you carry?

  1. Bainbridge and our Private Brand

How do I request a sample of your product?

  1. Contact your local sales representative for more information or use our Contact Us form.

I have a quality issue with my order, who do I contact?

  1. Contact your local sales representative for more information or use our Contact Us form.

What steps are involved in manufacturing the mouldings?

  1. Up to 18 steps dependent on the finish and design treatment! Steps can include profile milling, design compo applied, color or gilding then shellac, multiple patinas and final topcoat applications.

How does Larson-Juhl sell moulding?

  1. Moulding is sold in five different ways based on product: Length, Chop, Wedge, Join, or Boxed.

What are different types of moulding profiles?

Square or Flat:
This is the most basic of all profiles. This shape is often used, both on contemporary mouldings where the clean lines are desired, and on more rustic mouldings where simplicity is the key. Elegant veneers are also applied to this basic shape.

 

Half Round:
Left plain, the Half Round usually looks contemporary. Carving, embossing, or Compo can alter the look. Such is the case with Bamboo.

 

Box Stem or Cap Stem:
Like a Flat or Half Round in their simplicity, these Caps are just deeper. Caps are often used on canvases where the depth is helpful, but also look great on flat art to project them from the wall.

 

Double Rabbet:
The Double Rabbet profile was created so glass could fit in the upper lip and the art and backing in the lower lip. When this is done, the glass needs to be secured in place. More often, a Double Rabbet is chosen just for its surface appearance, and the art is placed in the upper rabbet.

 

Reverse Scoop:
When a concave shape reverse is small, it is called a Conge, but mouldings with larger concave reverses are called Reverse Scoops.

 

Shallow Scoop or Deep Scoop:
Unlike Reverse profiles, Scoops are higher at the outer edge and taper down to the art. Some scoops are fairly shallow, while others are dramatically deep.

 

Borghese:
Borghese only refers to mouldings shaped up to 112" wide.

 

Scoop with Round Back:
This profile has been around a long time. Sometimes the look is camouflaged under Compoornamentation.

 

Scoop And Straight Back with Panel:
Some people refer to this profile as a Panel. Since Panel mouldings vary, this name is more descriptive of the overall shape.

 

Scoop And Straight Back with Panel:
These mouldings are generally used around canvases. Unlike other frames, the art is dropped into the Float from the front. It sits down on the lowest step, leaving a space between the canvas and higher outside step of the frame.

What different types of Glass does Larson-Juhl offer?

Reflection Control (Non-Glare) Glass:
This glass has been single sided etched to reduce glare to less than 4%. Light hitting the surface is broken up so it does not reflect and give a distracting mirror effect. Traditional non-glare glass will visually distort the art when positioned more than a single mat away from it. 45% UV Protection.

 

Conservation Clear Glass:
Conservation glass filters up to 97% of ultraviolet light by means of a coating bonded to the inner surface. Ultraviolet light is one of the most harmful forms of light sources and will cause extensive fading and deterioration of artwork. Fluorescent lighting generates the most amount of ultraviolet light, other than sunlight!

 

Conservation Reflection Control Glass:
Filters up to 97% of ultraviolet light while reducing glare and reflection.

 

Museum Glass:
Glass that has been coated with a quartz-like substance that blocks almost all UV light without loss of clarity. This product provides the highest level of protection from UV and has the lowest anti-reflection rating.


 

What is Glazing?

  1. Glazing is a term that describes the protective covering used in picture framing. It refers to either glass or acrylic.

What is a lite of glass?

  1. A lite of glass is simply a piece of glass, regardless of size or thickness.

What is the difference between paper-packed and powder-packed glass?

  1. Powder-packed glass has fine powder material on the surface of the glass (usually alum) that must be removed prior to use. Cleaning powder-packed glass can be very labor intensive, impacting a framer's productivity. Paper-packed glass has been cleaned and packaged with paper interleaving material so that requires very little cleaning. Is there a recommended thickness for picture framing glass? Professional picture framers use either 2.0mm or 2.5mm glass. Recently, the trend has been toward the 2.5mm product as it is more resilient, reducing chipping and making it easier to handle. 2.5mm thick glass is about 25% stronger than 2.0mm.Powder-packed glass has fine powder material on the surface of the glass (usually alum) that must be removed prior to use. Cleaning powder-packed glass can be very labor intensive, impacting a framer's productivity. Paper-packed glass has been cleaned and packaged with paper interleaving material so that requires very little cleaning. Is there a recommended thickness for picture framing glass? Professional picture framers use either 2.0mm or 2.5mm glass. Recently, the trend has been toward the 2.5mm product as it is more resilient, reducing chipping and making it easier to handle. 2.5mm thick glass is about 25% stronger than 2.0mm.Powder-packed glass has fine powder material on the surface of the glass (usually alum) that must be removed prior to use. Cleaning powder-packed glass can be very labor intensive, impacting a framer's productivity. Paper-packed glass has been cleaned and packaged with paper interleaving material so that requires very little cleaning. Is there a recommended thickness for picture framing glass? Professional picture framers use either 2.0mm or 2.5mm glass. Recently, the trend has been toward the 2.5mm product as it is more resilient, reducing chipping and making it easier to handle. 2.5mm thick glass is about 25% stronger than 2.0mm.

What is non-glare glass?

  1. Non-glare picture framing glass has been etched to diffuse reflected light. The etching process does not leave any acid residue because the glass is thoroughly washed at the factory. Etching gives the glass surface a matte finish.

Is all non-glare glass alike?

  1. There are basically two different types of non-glare glass. Reflection Control products are etched on one side only. The one-sided etching process provides greater resolution and clarity while effectively controlling reflection. Some brands are etched on both sides. This tends to cause a fall-off in the clarity of the image the father the glass is from the art.

What is the ideal mat depth for non-glare glass?

  1. Nor more than two mats are recommended when using double-sided etched non-glare glass. As the newer Reflection Control products have greater resolution, they can be used with up to four mats.

How does anti-reflective glass eliminate reflections?

  1. The thin film coatings on anti-reflective glass disrupt the energy contained in light waves causing them to flow out of sync. This disrupted wave pattern virtually eliminates all reflections off the glass surface.

Why does artwork look more vibrant behind anti-reflective glass?

  1. Anti-reflective glass allows over 97% light transmission to the art with less than 1% reflection off the glass. In comparison, clear glass transmits about 91% of light to the artwork and reflects about 7% of the light.

What is the effect of ultraviolet light on artwork?

  1. The energy in ultraviolet light rays is high enough to sever the organic bonds of paper-borne art. In addition, UV light contributes to severe color loss, paper embrittlement and deterioration of artwork. These effects are both cumulative and irreversible.

What is ultraviolet light-filtering glass?

  1. Picture framing glass designed to block or repel damaging ultraviolet light is commonly referred to as UV-filtering glass.

Is all UV-filtering glass the same?

  1. No. Each company manufactures its UV-filtering glass differently. One company for instance, applies a silica-based UVB-inhibiting coating on the glass surface. This can be cut and handled just like regular glass. Other firms apply a thin laminate material between two lites of glass that, while effective, require special cutting techniques.

When should UV-filtering glass be used?

  1. UV-filtering glass should be used whenever there is a concern about ultraviolet light damage to the artwork. Conservation framing materials and techniques should always be used on sentimental, valuable, limited edition and one-of-a-kind artwork.

What type of cutter is recommended for cutting/scoring conservation glass?

  1. Since all scoring/cutting of conservation glass is done on the uncoated side, any glasscutter that is used for scoring/cutting clear glass may be used.

Are there special cleaners for conservation glass?

  1. In keeping with conservation framing techniques, an ammonia-free cleaner should always be used.

Which side of Museum glass should be framed toward the artwork?

  1. It is recommended that the side of the glass that carries the coating face the artwork. The inkjet printing that appears along the edge of the lite can identify this side. However, the UV-blocking capabilities are in no way diminished by the placement of the lite. Is there a picture framing

What glass that offers both anti-reflective and UV-blocking benefits?

  1. Museum Glass combines the benefits of anti-reflective glass with the UV-blocking capabilities of conservation glass coating. Museum Glass does require any special care when handling, cutting or cleaning

Shipping & Delivery

Where do I find tracking information on my order once it ships?

  1. Please visit the order status page under the My Account section of your online profile.

General Information

How do I get marketing material?

  1. Contact your Larson-Juhl Representative to have a catalog sent to you.

How can I learn about current job opportunities and apply for a position?

  1. Visit the Careers section on the home page to learn about Larson-Juhl's culture and available job opportunities. Apply directly from this link and you will be contacted by our Talent Acquisition team.

How do I get added to Find a Local Framer listing?

  1. To update your retailer listing or be added, visit our Find Local Framer page and click on "Contact Us". Your changes will be reflected on the website within 72 hours.

How can I unlock the icons on the website?

  1. You must be logged into the LarsonJuhl.com website to unlock and view our resource section. If you are not prompted, hit the "Login" button at the top right of your screen.

How do I become a Gallery Moments retailer?

  1. You must be a Larson-Juhl customer to become a retailer. Enter your information into the online form and upon approval by your Sales Rep, you will be activated as a retailer.

Who do I contact about my Gallery Moments retailer listing?

  1. Please email inquiries@ljgallerymoments.com to update your Gallery Moments retailer listing.

Who do I contact for questions or issues with my Gallery Moments order?

  1. Please email inquiries@ljgallerymoments.com or call 800-438-5031 with questions about your Gallery Moments order.

Technical Questions

What are the supported browsers for LarsonJuhl.com?

The site currently supports the following browsers:

  • Internet Explorer 11.0
  • Internet Explorer 10.0
  • Microsoft Edge most current version
  • Firefox most current version
  • Safari for Mac most current version
  • Google Chrome most current version

Internet Explorer—visit microsoft.com
Firefox—visit mozilla.com
Safari—visit apple.com
Google Chrome—visit google.com

To upgrade your browser to the latest version of:

  • Edge/Internet Explorer—visit microsoft.com
  • Firefox—visit mozilla.com
  • Safari—visit apple.com
  • Google Chrome—visit google.com

Why doesn't LarsonJuhl.com recognze me even though I am a customer?

There can be several reasons why the site is not recognizing you:

  1. You are not using the computer you registered on.
  2. If you click the Sign Out link or if the cookies are deleted from your computer, then the “Remember Me" feature will be automatically disabled.
    If you wish to enable the feature again, simply select the "Remember Me" checkbox the next time you sign in to the site.
  3. Your browser is set to reject cookies. To change your browser to accept cookies, go to Tools > Internet Options > Privacy > Advanced and make sure that both the first party cookies and third party cookies are enabled to “Accept”.

What are cookies and why do I need them?

Cookies are little bits of information stored by your browser. Cookies allow web sites to remember features and preferences (such as your login information, purchasing behavior, etc.) between visits to web sites. They cannot divulge personal information about you and are totally harmless.

LarsonJuhl.com uses cookies so that when you come back to visit us, we can automatically offer you a link to your Personal Page. If you are using the site from your own computer, enable Automatic Log In for this feature.

How do I make sure I am viewing the most up-to-date content?

The browser cache stores copies of the Internet pages you visit. The advantage of a browser cache is that it makes revisiting and re-loading quicker. The disadvantage is that the pages retrieved with your browser cache may not contain the latest version of the page. For example, if the page content has recently been changed, the cache can cause the page to load with the previously stored version of the page or with errors.

To clear your cache in Internet Explorer:

  • Go to the top of your browser window and click on Tools > Internet Options > General.
  • Go to “Temporary Internet files” (located in the middle section of the page).
  • Click on “Delete Files…” and then click ”OK”. Next, click “Delete Files…” again.
  • Check the box “Delete All Offline Content” and click “OK” again.
  • To ensure you see the latest content, go to Tools > Internet Options > General.
  • Go to “Temporary Internet files”. Click on “Settings”. Set “Check for newer versions of the stored pages” to at least “Automatically”.