800-468-4278
	Frequently Asked Questions Where did the name Big Fish, Inc. come from? Do you sell directly to consumers? Does Big Fish sell prints only? Is your entire collection shown on the website? Do you have a printed catalog? Which catalog supplements are current? How do I get a copy of your catalogs? What is your lead time? What is your order minimum? Are the sizes listed online and in the catalog the finished size? I am a new customer. How do I open an account? Can I change a frame or a mat on your pictures? Do you use regular glass, non-glare glass, or plexiglass? What are your mirrors made of? How do I hang a large mirror or oversized art securely? What is the best way to clean my pictures and mirrors? Will extreme temperatures damage a mirror or picture? How do I report a damaged item? Where did the name Big Fish, Inc. come from? We have always wanted to be a very big fish in the small pond of the art world! top Do you sell directly to consumers? No. However, we can put you in touch with some of our fine local retailers or interior designers in your area. Please click on the Preferred Dealer Locator and one of our local sales representatives will redirect you. top Does Big Fish sell prints only? No. We sell only framed pieces. top Is your entire collection shown on the website? Yes. We have our entire collection of 2500 images online. We introduce new product every April and October, and those are online within 2 weeks of their introduction. top Do you have a printed catalog? Yes. We introduce a new catalog supplement every summer. If you are on our mail list, you will automatically receive one. Our entire collection of art is housed in the latest 3 supplements. top Which catalog supplements are current? We keep the latest 3 supplements current at any given time. Click on Order Catalog from the Home Page to see the current 3 catalog covers. top How do I get a copy of your catalogs? Click on the order a catalog link from the Home Page, or fax 877-756-4739. Make sure you have your Federal Tax ID Number handy. Our catalogs are provided free of charge, but only to the trade. top What is your lead time? All of our products are made for your order. We don’t keep any items manufactured in stock. Our lead time varies between 4 - 8 weeks. Call customer service at 800-468-4278 to get current lead time. top What is your order minimum? A first-time order must meet a $750 minimum. Any reorder after that must be $500 or more. top Are the sizes listed online and in the catalog the finished size? Yes. The sizes listed are the fully framed size, width by height. top I am a new customer. How do I open an account? Send a credit sheet (or download an application online) along with your order. It generally can take up to 2 weeks to approve your credit terms. Make sure you include your Federal Tax ID Number. You may skip the credit approval process if you prepay with a check or credit card, but we need your payment information when your order is initially processed. A Tax ID Number is required in either case. A new customer must meet a $750 opening minimum. top Can I change a frame or a mat on your pictures? Yes. Your order must meet a $2000 minimum, and then you may change the framing materials. Of course, any items changed will be subject to new pricing. top Do you use regular glass, non-glare glass, or plexiglass? We use regular glass on most pictures. On very large or oversized pictures, we use plexiglass for multiple reasons. Because plexi is much lighter weight, it is easier for installing and makes your freight charges cheaper. We can quote non-glare glass on request, however, this is considered a design change so your order must meet our $2000 minimum. top What are your mirrors made of? Our mirrors are made of either carved wood or a composite material called polyurethane. Polyurethane is a very dense foam type material. A polyurethane frame looks and feels like wood, but it is lighter weight. Because it can be moulded, we are able to come up with many unique and more ornate designs that would be extremely expensive in a hand carved wood version. And since our hand finishers are so talented, they can create a wood grain finish even on a polyurethane frame. top How do I hang a large mirror or oversized art securely? We use D-rings on all oversized art and mirrors, not wire. D-rings are much stronger than wire, and are designed to keep the nail that goes into the wall at a sharp angle, so that even in drywall, it will stay in place. top What is the best way to clean my pictures and mirrors? Mirror and picture glass can be cleaned with any glass cleaner and a cloth or paper towel. For the frame, do not use any cleaning solution. We recommend only a dry cloth for dusting. Very large pieces of art have plexiglass. A special tag on the back identifies these items. For plexiglass, please use a plexiglass cleaner. Regular glass cleaner can cause streaking. top Will extreme temperatures damage a mirror or picture? Only in the most rare incidents. Big Fish uses only quality materials that are built to withstand extremes in temperature. top How do I report a damaged item? We, at Big Fish, pride ourselves on our exceptional shipping standards. However, damages do occur from time to time. Please report any damage or missing item to Big Fish customer service within 5 days of receipt. Big Fish will file any claim with the freight carrier so that the situation can be resolved quickly and efficiently for you. All products are guaranteed to your satisfaction. top