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Shipping & Delivery
How long does shipping take?
Most orders ship within 3–5 business days. Delivery times vary by location — allow 1–5 business days for delivery in Canada.
What carriers do you ship with?
We ship with Purolator, UPS, FedEx, or Canada Post. Tracking is always provided. Shipping rates are calculated at checkout.
Do you offer rush or expedited shipping?
In some cases yes — we can ship UPS Express for certain in-stock items. Contact us with your event date and we'll confirm what's possible.
Can I get a backdrop this weekend if rushed?
Most custom items won't be ready that fast. We may have limited in-stock designs available — message us for current availability and your event date.
How long do pre-order items take?
Pre-order items typically take 3–4 weeks to arrive. The product page will indicate pre-order status.
Do you offer free local pickup?
Yes! Free local pickup is available in Ottawa, Canada. Message us to arrange a time after your order is placed.
How do I track my order?
Use the "Track my order" option in chat or check your order confirmation email for the tracking link. Have your order number and email ready if asked.
Returns, Cancellations & Order Changes
What is your return policy?
All sales are final since our products are custom-made. If you receive a damaged or defective item, contact us within 48 hours with photos and we'll either replace it at no cost or issue a full refund if replacement isn't possible.
Do you offer exchanges?
We do not offer exchanges since our products are custom-made. Please review artwork proofs carefully before approval — we are not responsible for approved errors.
Can I cancel my order?
Orders can only be canceled within 12 hours of placement. After that, production begins and we can't cancel.
Can I modify my order after placing it?
Message us as soon as possible. If we can accommodate the change before fulfillment, we'll send a revised invoice for any balance owing.
Can I order two sizes and return the one that doesn't fit?
We don't offer returns or exchanges on custom items. Please confirm sizing before ordering or message us for help choosing.
Backdrops & Sizing
What backdrop sizes do you offer?
Our two main sizes are 7.6 × 7.6 ft (standard) and 8 × 8 ft. The 8×8 is recommended for larger events like bat mitzvahs. Note: an 8×8 will not fit a 7.6 stand and vice versa.
Are your backdrops wrinkle-free?
Yes! Our backdrops are wrinkle-free with a matte finish.
Do your backdrops fit on standard photo booth stands?
Yes — our backdrops fit standard photo booth backdrop stands (such as PB Backdrop stands). Just make sure the backdrop size matches your stand size.
Do your backdrops come with a stand?
No — pillowcover backdrops do not include a stand by default. You can purchase a stand separately or get a stand + cover bundle (with free storage bags).
If I order a backdrop and frame, do they need to be the same size?
Yes — the cover and the frame must be the same size (e.g., both 8×8 or both 7.6).
Are your backdrops double-sided?
If a backdrop is double-sided, it will be clearly listed as such on the product page. We also offer Double-Sided Backdrop Bundles for mix-and-match pairings.
How does the Double-Sided Backdrop Bundle pairing work?
For the 3x bundle you select 6 backdrops, and we typically pair them randomly on the same pillowcase. If you want specific pairings, add a note at checkout — we'll confirm before printing.
Are storage bags included?
Yes! Storage bags are included for free with bundle purchases.
Custom Designs & Artwork
Can I order a custom-designed backdrop?
Yes! We can print any color, texture, or design you provide. There are no extra charges for custom prints on a standard backdrop.
What are your artwork requirements?
We prefer a high-quality PDF, or image files at least 5000px. We can print any color (Pantone or hex codes welcome) and can attempt to upscale lower-quality images. We also hold an iStock license and can print iStock images.
How do I submit my custom artwork?
Attach your artwork to your order at checkout, or email it to us at info@truebackdrops.ca.
Keychains & Stations
What's included in the Keychain Station Starter Pack?
The Keychain Station Starter Pack includes a pop-up counter with fabric, a handling keychain cutter for round keychains, and 100 pre-assembled keychains.
What types of keychain cutters do you offer?
We offer the 1x3 Photo Strip Keychain Cutter, 35mm Handling Cutter (round keychains), 35mm Button Paper Cutter, and a Rectangular cutter. Some are pre-order only — check the product page.
Pricing & Discounts
Where can I see accurate pricing including tax and shipping?
The cart page is the best place to see accurate pricing after tax, shipping, and any discounts are applied.
Do you offer first-time buyer discounts?
We sometimes offer welcome codes. Note that welcome codes work on our pre-made bundles only, not on custom bundles built from individual product pages.
Do you offer bulk or wholesale orders?
For bulk or wholesale inquiries, please email us at info@truebackdrops.ca with your needs and we'll get back to you.
Company & Contact
Where are you located?
We're based in Ottawa, Canada. We don't have a public store, but local pickup or delivery can be arranged after an order is placed — just message us first.
Do you have a physical store?
We're online only, based in Ottawa, Canada. Free local pickup is available in Ottawa after placing an order.
How can I contact you?
Email us at info@truebackdrops.ca or message us through the chat on our website.
I created two accounts by accident — how do I delete one?
Contact us at info@truebackdrops.ca and we'll help merge or resolve the duplicate account.
Still have questions? Email us anytime at info@truebackdrops.ca or message us through the chat — we're happy to help!