When I got the frame, it had stress fractures out of each corner to the opening of where the picture would go. It could have even happened in the mail. I was one week away from the wedding. I called customer service and they immediately sent out a replacement frame and I got it within a few days. They made sure I had it in time for the wedding. I took pictures of the item and sent it through e-mail and they did not want me to return the old frame for evidence. They had great customer service and the new frame came in perfect condition. It is a beautiful frame.