FREQUENTLY ASKED QUESTIONS

WHAT ARE YOUR STANDARD SIZE FRAMES/BOXES THAT YOU SELL?

All XP Retail orders are custom.  You can completely customize the size of any frame/light box that you order.  XP Retail would be more than happy to advise customers on suggested sizes based on product details.  To contact an XP Retail representative please click here.  

WHAT ARE THE DEPTHS OF YOUR FRAME PROFILES?

All of our frame's profile numbers correspond to the depth of the frame in millimeters. Here is a quick reference guide in inches:
Profile 16 - .63 inches
Profile 26 - 1.02 inches
Profile 32 - 1.26 inches
Profile 43 - 1.69 inches
Profile 45 - 1.77 inches
Profile 50 - 1.96 inches
Profile 100 - 3.94 inches
Profile 120 - 4.72 inches
Profile 200 - 7.87 inches

CAN YOUR FRAMES BE CUSTOM POWDER COATED?

Our standard frames come in anodized silver, with our profile 16, 26 are additionally available powder coated black at no extra charge.  For all of our frames we offer a wide variety of standard powder coated colors as well as the ability to custom match for an additional fee.  Please make sure to specify on your order if a color other than anodized silver is required.

ARE MATRIX FRAME LIGHT BOXES UL CERTIFIED?

All Matrix Frame LED lights and power supplies are individually UL certified.

WHAT TYPE OF LIGHTS DO YOU USE IN YOUR LIGHT BOXES?

Matrix Frame light boxes only use low energy consumption, highly durable, no heat, natural white light LED's.  For complete module specifications on our standard Promo LED Lights Click Here, and for our Premium LED Lights Click Here

CAN MATRIX FRAME LED LIGHTS BE LEFT ON CONTINUOUSLY?

Matrix Frame LED lights can be left on continuously.  They are low energy consumption and do not produce heat.  The lights are warrantied for 5 years even with continuous use.

CAN YOU PRINT GRAPHICS FOR OTHER SEG SYSTEMS?

Yes, we can print for other Silicone-Edge-Graphic (SEG) systems including Moss, SEG Systems and others.  When ordering for another frame please make sure to indicate what time of frame they are for so that we can have the correct size silicone attached to your print.

CAN YOU PRINT FABRIC BANNERS?

Yes, we can print fabric banners for your other projects as well.  Contact Us with your project details and we would be happy to help.

WHAT TYPE OF PRINTING DO YOU USE?

XP Retail only uses dye sublimation large format printing.  This ensures you a high-quality print in which the ink is permanently embedded into the fabric.  This prevents ink transfer and allows graphics to stay beautiful for years to come.

HOW LARGE OF A FABRIC PRINT CAN YOU PRODUCE?

XP Retail has one of the largest dye sublimation printers in Charlotte, NC.  We offer seamless print capabilities up to 10’ wide x 300’ long. Each of our graphics is also digitally cut to ensure a precise fit every time.  With a highly skilled finishing department, we can register and sew two or more prints together to make them as wide and long as you like, so the possibilities are endless.

IS YOUR FABRIC FLAME-RETARDANT?

Yes, Matrix Frame's fabrics have been tested to be flame-retarded.  If your project requires a copy of our testing please contact your XP Retail representative.

WHAT IS THE LEAD TIME ON FRAME ORDERS?

Frame lead times vary depending on order size.  Most Frame orders can be shipped within 1-2 weeks of receiving final order approval.  

HOW LONG DOES IT TAKE TO PRODUCE GRAPHICS?

Graphics normally take 3-5 business days to produce after a final proof has been approved.  Proofs are normally submitted to a customer 1-2 business days after artwork has been received.  Please contact XP Retail for lead times on large production runs.  

DO YOU OFFER WHOLESALE AND/OR QUANTITY DISCOUNTS?

XP Retail offers both wholesale and quantity discount programs. For more information please click here.

I HAVE A DISTRIBUTION LIST FOR ALL OF MY STORES.  CAN XP RETAIL SEND THEM DIRECTLY TO ALL OF MY LOCATIONS?

XP Retail is a full fulfilment dealer.  We can handle any distribution list and will send out your orders out directly to all of your locations.

DO YOU OFFER INSTALLATION SERVICES?

XP Retail is a full service dealer and offers trusted partner installation services throughout North America.  

I HAVE ALREADY PLACED MY ORDER, BUT I NEED TO MAKE A CHANGE.  HOW DO I SUBMIT A CHANGE ORDER?

We understand that projects may change during the process.  Please note that all orders are custom manufactured and printed.  If an order has changes made, change order fees will be applied for any material, printing, and labor that has already been utilized prior to the change.  All changes must be provided in writing and must be acknowledged back with a confirmation email.  Customer must also provide a change order form, or a statement in the change order email that they accept any changes in pricing and any change order fees associated with production that has already occurred for their order.  If a change is expected please let your representative know immediately so that we may put your order on hold.  Please note putting orders on hold, or changes made will push back the production timelines.  Any additional rush, or expedited shipping charges are at the expense of the customer.  There will be no change fees if production has not begun, but a new estimate for the updated project will be submitted. Click Here to Submit an Online Change Order Form

HOW DO I ASSEMBLE MY MATRIX FRAMES?

Matrix Frames are easy to assemble with simple tools such as allen keys and wrenches provided with your frame.

For assembly instructions and videos please Click Here.

I RECEIVED MY GRAPHIC CHANGE OUT AND IT APPEARS THAT MY GRAPHIC IS ABOUT AN INCH SHORT/LONG.  WHAT SHOULD I DO?

Our graphics will have some stretch to them.  Often when a customer receives a graphic that they believe to be too short it is often due to the way they are installing them.  To properly install for correct fit, please completely remove the graphic.  Start by installing the top two corners first, but only inserting the silicone-edge 3-4 inches from each corner.  Then stretch down the fabric and install the bottom two corners with only 3-4 inches on each side.  Once the corners are installed then you can continue inserting the remainder of the silicone-edge working from the corner towards the middle.

For More Assembly Instruction Click Here

HOW DO I TAKE CARE OF MY GRAPHICS?

For a complete guide on handling and caring for your graphics please Click Here.

WHAT IS YOUR WARRANTY ON YOUR FRAMES AND GRAPHICS?

For more information on XP Retail's policies including warranty information please Click Here.