faq

1.  Place Your Order Online

Upon receiving your online order, we will ship your items within 24 hours.  If your order contains Graphics, you must proceed to the next step.

2.  Upload Your Graphics

All of our graphic products contain graphic templates that can be found in the "Specifications" tab located just beneath the master image of each page.  Utilize these templates, and pass them down to your designer to ensure your graphic files are designed in the correct layout and format pertaining that that particular product.

After you have placed your order, simply upload your files by clicking on the UPLOAD FILES tab located at the top of our website.  You may also upload artwork by clicking here.

Please reference your order number in the "message" section when attaching and uploading your artwork to our system.

Once the upload is complete, you will receive an auto-confirmation stating that the transfer has successfully been uploaded.  Our graphic department will then download your artwork, and generate proofs for your approval. You will receive these proofs via email within 24 hours of artwork submission.  It is then your responsibility to review the proofs, and reply back with an approval to trigger the production. 

*ARTWORK PROOFS MUST BE APPROVED BY 12PM PACIFIC TIME TO BE SENT INTO PRODUCTION THE FOLLOWING BUSINESS DAY* If proof approval does not meet this deadline, production will roll over to the following business day.

3.  Production, Lead-Times, Delivery

Upon your approval of the graphic proofs, your custom graphics will go into production for the duration of the listed lead time.  On the final day of production, your products will ship from our production facility.  Please make sure the delivery address you stated when you first placed the order is accurate.  Should you require to rush shipping, you must let a member of our team know prior to the final day of production when your product is scheduled to ship..

Estimated production and lead time can be found on every product’s page under “Product Details.” Any order that includes a printed component must receive approval on all artwork proofs before production can begin. Standard lead times follow artwork approval, based on approval time. Orders without a printed component will ship within 1 business day (contingent on current inventory and stock levels).

Absolutely. All orders that include a printed component are looked over by our design team before they are sent to print. Artwork proofs will be emailed to you for approval before we move forward with the order. Production and lead times are based on client approval on proofs, and artwork must be approved by 12pm PT in order to begin production the following business day.

Based on the parameters set by the Wayfair Decision in 2018, many states require us to charge sales tax. You may use the "Shipping and Tax Estimator" in the shopping cart for a tax quote. If you believe you qualify as a tax exempt reseller, please submit your qualifying documents to info@backdrop.com BEFORE placing your order so that we may update your tax settings in our system.

Our hard cases are specifically designed for transportation by hand to and from events. If you're planning to ship your display, we suggest reusing the cardboard shipping carton that your kit comes in. If you're planning on checking as luggage on a flight, we suggest wrapping the display in saran wrap to protect the package from damage.


For more information on hard case care, CLICK HERE.

Our Free Ground Shipping promotion for orders over $1000, covers FedEx or UPS Ground shipping to all 48 states in the contiguous US. To better serve our customers, we warehouse products across the United States, allowing most orders to generally arrive anywhere in the country in 2-5 business days after the production or lead time. Note that there may be additional shipping charges for other products, and/or Rush orders.