FAQ

ABOUT US:

Were you (SGA) Sports Gallery Authenticated before?

We are the same framers from the legendary (SGA) Sports Gallery Authenticated which sadly closed their doors in July 2020 after 20 years in business. Same business model, but a new name.

SHIPPING POLICY:

Shipping Time/Expedited Shipping   

Shipping Policy

Behind the Glass, LLC ships to all 50 United States. We ship international, additional shipping fees will apply for all international orders.  The majority of our products ship out 1-2 business days if ordered by 2:00 PM Pacific Time Monday - Friday excluding US Holidays. Display cases can take 5 - 7 business days for processing.

Shipping Options (Rates & delivery dates are calculated at checkout)

  • USPS Priority Mail, or UPS Ground shipping (4 - 6 business days)
  • Expedited 2 Business Day (2 business days) 
  • Signature confirmation is required for all orders over $300.00. 
  • Most products will ship within 1 - 2 days of your order, depending on the day of the week in which the order is placed. Orders are not shipped on Saturday or Sunday.
  • Once your order is shipped and a tracking number is obtained, we will provide the tracking number and expected delivery date via automated e-mail from info@behindtheglassllc.com.

 

FRAMING:

How much will framing my project cost?

The cost of your project depends largely on the size and materials chosen. We can give you some rough pricing ideas by phone or email, but for best results, is to schedule an appointment with us (virtual or in-person) with the item you would like framed. We’ll show you designs at any price point for your budget. It’s just much easier for us to help you when we can see the actually item(s) you'd like framed.

How quickly can you frame my project?

Our normal turn-around time is 5-10 business days. Need it yesterday? Call us at 650-283-4711

Do you call when the order is ready?

When we say 5-10 business days turnaround, we mean it! We only call if there is an issue. We will call you if your order involves some special materials and/or a longer time for completion than stated above. 

What if I don’t like it once I get it home?

Let us know! You will be looking at your framed art every day, and we want you to be happy with what you see. We try our best to design the perfect combination, but every now and then things may need to be tweaked. Bring your piece back in and we’ll be happy to work with you to make some adjustments.

What’s the turnaround time for JUST a custom plate?

Orders of frame bits and parts can often be done same day or within a couple of days depending on your requirements.

What’s the craziest thing anyone has asked you to frame?

You name it, we've framed it. In our opinion, there’s no request too odd. Let your freak flag fly—or bring it to us to be framed! Throughout the years, we have framed a lot, so here are a few of our favorite framing projects showcasing just a sample of our enormous selection.

How do you take care of my art?

Each piece we take in is wrapped individually and stored flat on special racks until your order is ready to go in the frame.

I left my art there for framing over three months ago—do you still have it?

Yes. Your order is safely stored until you come to pick it up, however we would prefer you to begin enjoying your artwork in your home as soon as possible. We send a few gentle reminders and will be genuinely worried about your wellbeing after about two weeks. Call us at 650-283-4711 or ataylor_520@hotmail.com to make arrangements for delivery or pick-up.

How do I hang my picture?

Your picture comes with a set of standard picture frame hooks for the appropriate weight. We recommend two hooks per picture. Call 650-283-4711 if you need some hanging advice or to schedule our top-notch installation team.

MEMORABILIA

What is an "Engraved Series"?

Our engraved series collection is our exclusive line of memorabilia that is an affordable alternative to expensive athlete/celebrity hand-signed signatures and includes an inset plate with laser-engraved signature facsimile(s).

What is an "Impact Series"?

Our impact series collection is our exclusive line of memorabilia that has a cut-out v-groove wording in the matting. Impact Series are custom laser mat cut designs. This is a perfect blend for achieving and artistic touch with a BIG IMPACT. These specialty mat cuts enhance the look of any product.

What is your return policy?

The standard return policy for items purchased directly through Behind the Glass, LLC for new or as-delivered condition can be returned within 30 days of delivery.   

*Prior to return, please contact Behind the Glass, LLC at ataylor_520@hotmail.com  to initiate your return and receive a label. 

After your return is processed, you’ll receive your refund in about a week. The refund amount should be for the full value of the items returned, but won’t include shipping & service fees.

We may charge a return delivery fee for each return shipping label required, for the following return reasons:

  • Better price found
  • Changed mind
  • Doesn't fit
  • No longer needed
  • Ordered wrong item

When the package with your return arrives at our return center, it may take up to 7 additional business days to process. You can check the status of your refund with the return tracking number found on return label copy.

Remember these points when you request a return:

  • Items must be returned within the 30-day return period from purchase date.
  • For certain products, refunds can be issued without a return. Make sure to add only the items listed on your packing slip when you return your order.
  • If you aren’t satisfied with your purchase, return the products in the exact condition they were received.
  • If your item isn't returned in the exact condition it was received, unless the case of damage was due to mishandling by the courier. You may get a partial refund. This includes items that are missing nonessential parts or tags, or have other signs of use. 
  • Make sure to choose the correct return reason when you initiate your return.
  • Custom framing, fundraising & auction items cannot be returned.

FUNDRRAISING & AUCTION SERVICES:

How does it work?

For details on our NO-RISK + STRESS-FREE Fundraising Services CLICK HERE.

How do we know what items to choose?

We make it easy for you. We'll create a suggested items list based on the HOTTEST current selling auction items and your special requests. This list will be a detailed breakdown of the description of the item, your discounted cost (if the item sells), and suggested starting bid price. Need photos? We've got you! Just let us know.

How do we get the items after we select?

You can pick-up your items from our Hayward warehouse by appointment, or we can schedule a  local delivery (within a 40 mile radius) before or on the day of your event?

Do we pay for anything to get your items?

Only if it sells. There is NO COST to take the items. Everything is given to you based on consignment. We only charge based on what sells and we only charge the discounted price of the sold item.  If something doesn't sell, simply return back to us at no charge.

How do we display your items?

We'll take care of it. We provide table easels, jersey easels and cases for all our items. We just ask that you please return them.

Can you help me with our bid sheets?

Yes. We'd be happy to! Just email us your organization's logo and we'll take care of it.

Do you offer framing services for our fundraising event?

ABSOLUTELY! Framing is our life! Just let us know what you'd like frame and we will match the framing price based on your auction discount.

What is your travel & experience packages?

Through our partnerships, we offer several different types of travel & experience packages (i.e. a trip to the Emmy's or the ESPYS, lunch with Serena Williams in LA, a wine trip to Napa, or a weekend in Las Vegas, and many, many more). Just let us know what type of travel or experience you're looking for and we'll send you a list of all the current packages we have available.

CUSTOMER SERVICE POLICY:

Our commitment to be a valued and trusted business and make every interaction with us a positive experience.

INTRODUCTION AND SCOPE

It is very important to us that we get things right. Our Customer Service Policy has been established to be reflective of our shared values. These values set forth basic principles for working with our customers, and include integrity, empathy, customer care, passion, and teamwork. Our commitment to high standards is reinforced in this Customer Service Code of Conduct. Customer Service is really about human dynamics and communication. It goes far beyond the technical aspects of product or service offerings. The real differentiator is people. We want you, our customers and partners, to be able to trust us, confident that our decisions and procedures are ethical and beyond reproach. This code provides clear direction on conduct expected in support of our customer. It applies to all employees, contractors and others acting on behalf of Behind the Glass, LLC.

CUSTOMER SERVICE CODE OF CONDUCT

Behind the Glass, LLC expects the highest possible standards of integrity and conduct in all matters. True partnership with our clients is our mantra, supported by the following Code of Conduct:

  • We put you, the customer, first. Your concerns are taken very seriously, with the appropriate sense of urgency, attention and empathy. This means listening intently, making notes, and confirming understanding before taking action. Issues that are unable to be resolved immediately will be escalated to a manager for timely resolution.
  • We embrace your complaints as opportunities to impress you. Instead of reacting defensively, we commit to resolving your issue or request with urgency, clarity, and to your complete satisfaction.
  • We provide honest responses, and do not make promises we cannot keep. We conduct ourselves with integrity. We will deliberate carefully before making commitments or promises, because we understand nothing annoys customers more than a broken one.
  • We demonstrate thorough knowledge of Behind the Glass, LLC’s products and services so that we can address your unique situation with optimal solutions. We make sure you have all the information you need to get the best experience and value from our partnership. To give you the best experience with products, services, or the Behind the Glass, LLC team, we will inform you of our unique approaches, client support systems, feedback channels, and other important avenues for maximizing your experience with us.

CONSULTATION, FEEDBACK and COMPLAINTS

Our primary goal is to surpass your expectations in every interaction. Comments and feedback from you regarding how well your expectations are being met are welcomed and appreciated. While we take utmost care to ensure that we provide our services efficiently, courteously and to a high standard, we understand that complaints may occur. A complaint, however it is made, will be investigated, resolved, and used as a means to improve our standards of service. If at any time during your interaction with Behind the Glass, LLC you are not happy with the level of service you experience, please submit a detailed summary of your concern(s) by phone at 650-283-4711 or in writing to ataylor_520@hotmail.com. All concerns will be appropriated to the person or department best suited to respond. We will acknowledge all written concerns within 1 business day of receipt, followed by a thorough investigation into the issue involved. Resolutions will be discussed with you, and then implemented to ensure your complete satisfaction. Your request will be given the utmost attention and courtesy, with open two-way communication until the issue is resolved.

COMPLIANCE AND RELEVANT INDUSTRY REQUIREMENTS

Behind the Glass, LLC fully complies with applicable laws and regulations everywhere we do business. Particular care to ensure compliance is and must always be taken by employees or sub-contractors acting on Behind the Glass, LLC’s behalf when working outside our core territory.

PRIVACY POLICY:

We value our customers and their privacy.  All personal information used is to ensure efficient processing of your order.  This information is only used for contacting and identifying customers’ needs.  We will not give, sell, rent, or loan any identifiable personal information to any third party, unless we are legally required to do so.

Have a question that wasn't answered? Contact us  and we'll be happy to answer it for you!