I live in New York City and only dealt with Frame Factory from a distance. An artist friend of mine in Chicago made a piece for my wedding. Once he brought it to be framed here, it was between me and them, via email and phone, to get it framed and shipped to Atlanta within 6 days. While I was freaking out, their communication was top-notch. Not to mention their work. It looked great, and was shipped in a way that would put any middle-school egg drop grand champion to shame.