This guide is designed to answer all your questions about ordering, receiving, and setting up your Aura Frame. Whether you're considering a purchase or need help after placing an order, this article covers essential information, including shipping, technical requirements, returns, and more. Use the headings below to quickly find the answers you need.

Before You Order

Shipping

How quickly can I expect a frame delivery?

• During checkout, enter your shipping information to view the estimated delivery window. Delivery options shown are the only ones available, and we cannot expedite orders further.

Does Aura ship to PO Boxes?

• No, we do not ship to PO Boxes as delivery cannot be guaranteed.

Does Aura ship internationally?

• Yes, we ship to the US, UK, Canada, Germany and France. through local Aura Frames websites, Amazon Aura Stores, or retail partners. Learn more in our article: Using Aura Frames Abroad.

Can I ship to two different addresses?

• On our US website (auraframes.com), you can ship frames to multiple addresses. To do this, simply click the “Want to ship to multiple addresses?” link on the checkout page. If you don’t see this option, we recommend placing separate orders for each address. Feel free to contact us if you have any questions!

   

   

Aura Frame Models

How can I compare different frames?

• Check out our article: Overview of Aura Frame Models. Some frames may be retail-exclusive or limited editions, with specifications available on the retailer's website.

Discounts

Why is my discount code not working?

• Aura frames are competitively priced, but we also have a number of ongoing and limited-time promotions. Please be aware that our discount codes are not stackable with other discount codes or existing website promotions.
• Learn more here: Promotions & Discount Details.

Privacy

What is Aura's privacy policy?

• Find all privacy details in our article: Aura’s Privacy and Data Collection Practices.

Technical Requirements

Do I need a Smart Device to operate an Aura frame?

• We recommend using a smart device and the Aura App to set up and manage your frame, as the app is required to adjust settings and manage content. 
• The Aura App also allows you to upload photos and manage frame settings remotely, even when you’re away from the frame. However, you can also upload photos from a desktop computer. For more details, check out our article: Uploading Photos with the Web Uploader.

Do Aura Frames need WiFi?

• Yes, our cloud-connected frames require a constant WiFi connection to enable unlimited photo uploads and ensure your frame stays updated. For more details, check out our article: Technical Requirements.

Warranty

What is Aura's Warranty Policy?

• All Aura Home Inc. products are protected by a one-year warranty covering any manufacturing or hardware defects.
• You can find more information in our article Aura's Warranty Policy.

After you order:

Editing or Canceling Orders

How can I cancel my order after placing it?

• You can cancel your order within 30 minutes of placing it via your confirmation email or by visiting auraframes.com/purchases.

Can I change my shipping address after placing an order?

• No. But you can follow the steps above to cancel your order for a full refund, then place a new order with the correct address.

Order Status

Where can I find my order information and tracking number?

• Order information is provided in your order confirmation email that is sent shortly after purchase.
• You can find more information on checking your order in our article Where is My Aura Frames Order?

Refunds and Returns

What is Aura's return policy?

• We offer a 120-day Happiness Guarantee on frames purchased auraframes.com (our US website). You can find all our return policy information in our article Aura Return Policy.

When will I receive my refund?

• Refunds are typically processed within 14 business days after the returned item is received and inspected.

Can I exchange my frame?

• To exchange your frame for a different model, you'll need to return your frame for a full refund.
• You can find more information in our article Can I Exchange my Frame?

Gifting 

How can I gift the frame I ordered?

• All orders placed on Auraframes.com (our US website) will receive an email titled "Giving Aura as a Gift?" This email will guide you through our in-app gifting process.
• If you ordered from a non-US website or another retailer (including Amazon), you can prepare the gift the same way through the Aura Frames App. 
• You can find more information on gifting Aura in our article Gifting a Frame: Overview & Preparation.

Price Matching

Does Aura offer price matching?

• No. The only place you will find our frames for a lower price than Auraframes.com is at membership clubs. These frames are sold at lower prices due to their membership fees.

What should I do if the price drops after I purchase?

• Contact customer support to inquire about a price adjustment. Please allow us up to 5 business days to review and reply. 

Online User Manual

Is there a manual?

• Yes. You can find a physical user manual within your frame's box, as well as a more detailed manual for all of our frames in our article Online User Manual.