Frequently Asked Questions (FAQs)

What's your turnaround time?

Design drafts are sent 1-3 business days after the date of purchase. Designing business hours are Monday-Thursday from 10:00am-6:00pm central standard time.

After designs are approved:

Digital products (anything not physically printed) will be released on the same day,

CUSTOM backdrops, retractable banners, and floor banners require 3-5 business days for shipping,

PREMADE backdrops require and table covers require 5-7 business days for shipping, and 

Blankets require 7-9 business days for shipping.  

Rush shipping is available, BUT you must contact us prior to ordering at shop@thebackdropplug.com

When will my backdrop order ship? Will i receive a tracking number?

Your order will be printed on the next business day AFTER your design has been approved. Tracking will be received the day it prints or the following day. 

My order arrived damaged! What can i do?

It's very rare since we use durable materials and sturdy packaging, but sadly sometimes USPS, UPS, or FedEx will beat up a package. In this case, it is best to contact the carrier as we provide insurance with our shipping. 

Can I get a refund?

ONLY IF your first design proof has NOT been sent to you. Refunds cannot be issued once the design is sent. After receiving your design proofs, please be sure to triple check your design.

What are you backdrops made out of? 

Either 100% polyester, which is lightweight, or 13 oz. vinyl, which is heavier and must be spot-cleaned. 

I want to order but my need-by date is sooner than the allotted turnaround time, what should I do?
Please email us at Shop@TheBackdropPlug.com BEFORE purchasing to see if there is availability. If approved, you will then be invoiced through PayPal. If you proceed to purchase before confirmation, a refund will be issued immediately.

Are backdrops machine washable?

Only the polyester/fabric backdrops. Vinyl backdrops can be wiped clean. 

Do backdrops come with grommets or pole pockets?

Yes, grommets and pole pockets are available if selected. 

Do you print and ship flyers and invitations?

No, we only make the design. You will be in charge of getting them printed  

Can you do this theme?
We can do any theme, on any item we make, for any event or occasion as long as there is not a copyright issue. If there is, we will notify you immediately. 

How can I hang my backdrop? 

A backdrop stand from Amazon will be best for vinyl. If allowed, you can hang polyester or fabric on the walls with tacks or staples.

Will the backdrops last long? What if they get wet?

The backdrops will last for years if they are taken care of. The polyester backdrops are machine washable. The vinyl backdrops can be wiped clean/dry AND must be rolled up for proper storage. 

Can you send me a sample of my theme before I order?
No. That will take time from paid orders. We have galleries within the website for all items. If you do not see your theme, that is OK! We can do any theme. AFTER PAYMENT, you will receive a draft to approve or modify for a total of three (3) drafts. But no, we will not create samples of anything BEFORE payment. 

Well what if I do not like the design?

Drafts are sent out to approve. We will work with you and make up to 2 additional changes before finalizing the design.

It is your responsibility to be as detailed as possible when ordering. You are welcome to email pics of your theme as well so we can easily coordinate. Please be specific as we create only what you ask for. 
If after 3 drafts, you still don’t like, you will be refunded less $40 to compensate for time spent to design. 

Can you call me to discuss my order?

No. All communication is done through email or the website only so that accurate records of conversations are kept and can be referenced to if need be.

I saw this design online, can you duplicate it?

No, not exactly. We do not copy the work of others. We can design something similar in style, but we will not copy any work belonging to other designers. We take pride in original designs.

Can I DM you on Twitter, SnapChat, Facebook or Instagram?

Sure BUT we direct all traffic from posts to our website. Please email Shop@TheBackdropPlug.com for assistance.