How do I change my order for any reason?

We want you to have a delightful experience, so let us help.

We produce your order really quickly, sometimes the same day, and on average within 2 business days. So please let us know as soon as you see a problem.

Call us at +1 (888) 513-7263
Email us at support@getsworl.com

We are here 9am to 5pm Pacific Time, Monday to Friday, but we pay attention when you send us a message, whatever the time.

We’ll confirm we received your request, tell you what we are doing, and tell you when we did it.

There is no call center; you’ll be dealing directly with the Sworl Team in Seattle. Find out more about who we are here: getsworl.com/about.html.


What is your return policy?

We want you to love your Sworl framed photo, so if it is not right, let us know within 30 days of purchase.

We will work with you to find the best solution: which may be to reprint, reframe, or refund your order.


Who are you guys?

We formed Industrial Generosity, Inc, the company behind Sworl, in early 2013. We have backgrounds in the framing industry and mobile design, which we brought together to build the Sworl experience. Learn more here: getsworl.com/about.html.


Where are you?

We do the software development in Seattle, Washington.

We can be found at this address:
Industrial Generosity, Inc.
Makers of Sworl
1964 4th Ave S
Seattle, WA 98134

Phone: +1 (888) 513-7263
Email: support@getsworl.com

We print the photos, assemble the frames, and package for shipment from Portland, Oregon.

We can be found at this address:
3625 NW Yeon Ave
Portland, OR 98710


Are there additional costs for gift wrapping or gift message?

No. Every framed photo is wrapped in beautiful wrapping paper for both aesthetics and protection of the product. The optional gift message is included in an envelope.

There is no additional cost for gift wrapping or gift message.


How long does it take to make and ship my frame?

Generally it takes between 5 and 9 business days from the time you order to delivery. Once your order ships you can track your order by using the tracking number in your shipping confirmation email.

Here's the breakdown:

Your photos are printed and custom framed in Portland, Oregon. We produce your order really quickly, sometimes the same day, but on average within 2 business days from the time you place your order.

Then, depending on where the frame is being shipped, most orders will then arrive in 5 - 7 business days.


What kind of prints do you make?

All of your images are printed on Epson Professional Photo Paper using archival inks. Our environmentally friendly SureLab and large format printers provide amazing quality and do not use harmful chemicals.

Learn more here: getsworl.com/products.html


What kind of frames and mats do you use?

All of our frames are contemporary wood frames with custom quality finishes. Mats are acid free paper.

Learn more here: getsworl.com/products.html


What kind of glass do you use?

Desk frames come with premium clear glass and wall frames come with acrylic glazing to protect your image.

Learn more here: getsworl.com/products.html


Is the hardware for hanging wall frames included?

Yes, smaller frames will have sawtooth hangers, and larger ones will have wire.


Does everything have a mat?

Wall frames have a mat; desk frames do not.


Can I adjust my mat size?

You cannot adjust the mat size. One of the features of Sworl is the simplicity. By having a defined mat size, we are able to provide a beautiful product, ideally proportioned, at an extraordinary price.


Why aren’t there more choices?

By limiting frames to what we consider to be the best options available, we are able to supply a great quality framing solution at extraordinary prices.


Can I use photos that were not taken on an iPhone?

Yes, you can. It does not matter where your photo came from. You can use it as long as it is downloaded to your iPhone, and then selected from your Photo Library.


How do I transfer photos to my phone?

There are many ways to transfer photos from your computer to your iPhone.

The easiest way is to email the photo(s) to yourself. Open the email containing the image(s), and click the arrow icon at the bottom of the screen and choose 'Save Image.' Once the item is downloaded, you will be able to view it in your Camera Roll and access it using Sworl.

You can also add photos from Facebook to your iPhone by opening them in the Facebook app, then clicking the '...' icon at the bottom. Select 'Save Photo' and it is now saved to your Camera Roll and can be accessed using Sworl.


Why is my ‘Photo Too Small’?

We analyze your digital photo and only show you sizes we know will look good when printed. If your photo is older, it may just be too low resolution to look good, even in a 4" by 6" print.

The message ‘Photo Too Small’ will show when this happens: Sorry, but it will look blurry if we printed it.

We’ve found that photos taken from any recent iPhone are more than sufficient for most sizes.


Why isn’t Sworl showing me more print size options?

When we digitally analyzed your photo, it will only look good up to a certain size. If we printed it at our larger sizes, it will look blurry. So we only show you the choices that work for each image.


What are your shipping options?

We currently ship all products FedEx ground.

We will have additional options for expedited shipping and international shipping in the future.


How much does it cost to ship my product?

Shipping costs vary depending on the size of the framed photo. Small frames cost $4.99 to ship; our largest frames ship for just $13.99.

The shipping cost is shown on the Order Summary screen prior to ordering.


How long does it take for my Sworl frame to arrive?

Generally it takes between 5 and 9 business days from the time you order to delivery. Once your order ships you can track your order by using the tracking number in your shipping confirmation email.

Here's the breakdown:

Your photos are printed and custom framed in Portland, Oregon. We produce your order really quickly, sometimes the same day, but on average within 2 business days from the time you place your order.

Then, depending on where the frame is being shipped, most orders will then arrive in 5 - 7 business days.


Can you ship the same item to multiple addresses?

Not yet, but we will have an option to do that in the near future. However, it is easy to re-order the same item and send it somewhere else. You can start from the first order that you placed. Select that from your order history or the carousel at app startup, then at the bottom of the summary there is a button to Order More. The app will remember last payment and bill settings, so you should only need to adjust the shipping address for each one.


Can I ship multiple products in one order?

Not at this time. We will add this feature in the near future.

However, if you are placing multiple orders that all ship to the same address, and you don't mind them all boxed together, we can refund any overpaid shipping charges.

Just drop us a line with the order numbers and your permission to box them together, and we will take care of the rest.


How do I change or reset a forgotten password?

You can change or reset your password by clicking the menu in the top right hand corner, then choose profile, log in/account, and select forgot password. An email will be sent to your address with instructions on how to change your password.


How do I see all my saved orders and/or order history?

You can view both your saved orders and order history, by clicking the menu in the top right hand corner, then choose profile, and order history. It’s easy to order one of your saved projects or reorder your favorite photos and share with your loved ones. Simply click on the image and place your order.


How do I delete a saved order?

First you need to select the menu in the top right hand corner, then choose profile, and order history. Here you can view your saved orders; to delete a saved order just swipe to the left and press delete.


Can I use Sworl offline?

Yes, while offline you can use Sworl to create new projects or edit a saved one, but you’ll need to be online to actually place an order.


Why can’t I submit my order?

If you try to submit your order and receive an error, it is either because your phone is offline or your image is taking longer than normal to upload into our system. If this occurs, save your project and give the app a couple of moments to process, or get back online.

Then click the menu in the top right hand corner, choose profile, and then order history. Select the saved project and click order.

If you are still having problems, then exit the app: double press your phone home button, and swipe up on Sworl; this will completely close the app and should resolve your issue. Now reopen Sworl and follow steps above to order your saved project.


How do I cancel an order?

To cancel an order you have already placed, please call us at +1 (888) 513-7263 or email us at support@getsworl.com as quickly as possible, since we begin processing your orders as soon as you place them.


How do I crop my image?

Cropping your photo is fast and easy. It’s the last step before choosing whether to submit an order or save it for later. Just double tap the photo, crop it, position it and press ok.


How do I add a contact to shipping address?

Once you have clicked order, the next screen will be ‘gift + shipping’. You can ship to one of your saved contacts by selecting the orange ‘use contact’ button. Then it’s as easy as selecting the right contact, and the app will automatically pull their information into the shipping fields. If your contact has multiple addresses, those will be presented for you to choose from.


How do I use a Promotional or Gift Code?

You use a Promotional or Gift Code in the Sworl App. On the 'Finish Order' screen, click the orange 'Promo Code' button and put in your one time use Gift Code or Promotional Code. You will be prompted to enter a credit card on the payment screen and you do need to enter one. However, for Gift Codes, you will NOT be charged, UNLESS you choose a larger frame size that exceeds the Gift Code credit.


What are my payment options?

You can pay using PayPal or with any major credit or debit cards. When paying with a card you can either scan it or enter the information manually.