They said it was not significant enough that they would replace it, because they said I would be unhappy with it as well. There was a dent in the frame, and there was a bubble in the paint of the frame. I sent pictures and they immediately sent me a replacement that was also damaged. When the ballast frame arrived there were gaps in the corners of the frame, marring from the tools they used, and the cork on the back was protruding to where you could see it from the front. It arrived and I loved it so much, I ordered the same photo to be printed in the ballast frame. Great customer service is hard to find now-a-days, but Keepsake is everything you need: great quality, selection, prices, and customer service. The email wasn't generic (at least it didn't seem like it was) and when I responded, I got another personal reply back. The special touch I really appreciated was the follow up email that was sent to me directly to verify my satisfaction. They made and delivered the canvas in 5-7 business days as promised. Keepsake will send you an email to help you track your package and gives you updated. Make sure to add a picture because the card could be a momento too! The packaging was great and I love how each canvas is made by hand. She was surprised and fell in love with the gift! On the day the package was delivered it was raining, but the canvas was still in great shape. I bought the canvas 16x20 photo for a present and told my friend to FaceTime me so I could see her reaction and see what the canvas looked like.
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