Shipping Policy

 

Shipping Policy

Thank you for shopping with True Backdrops.

We print and ship each order as quickly and reliably as possible. Please review the details below before placing your order.

Order Processing Times

• Custom printed backdrops typically ship within 3–5 business days after your artwork is approved.
• In-stock items ship within 1–3 business days.
• Business days are Monday to Friday, excluding Canadian statutory holidays.
• Production time is in addition to shipping time.
• These timeframes are estimates, not guarantees. Large orders or peak seasons may take longer.

Shipping Carriers

We ship using Purolator, UPS, FedEx, or Canada Post, depending on your location and the size of your order.

• All shipments include tracking.
• You will receive a tracking number by email once your order has shipped.

Delivery Times

Delivery times depend on your location and the shipping method selected at checkout.

• Typical delivery within Canada: 1–5 business days after the order ships.
• Typical delivery to the United States: 3–10 business days after the order ships.

Once a package leaves our facility, carrier delays are outside of our control. Weather, customs, and operational issues with the carrier can extend delivery times.

Shipping Rates

• Shipping rates are calculated at checkout based on your order weight/size and destination.
• Free local pickup is available in Ottawa, ON by appointment. Instructions will be provided after checkout.

International Shipping, Duties & Taxes

We currently ship throughout Canada and the United States. For other countries, please contact us before ordering.

For all shipments outside Canada:

• Your order may be subject to import duties, taxes, brokerage fees, and other customs charges set by your country.
• These fees are not included in our product prices or shipping charges and are the customer’s responsibility.
• If a shipment is refused, returned, or abandoned due to unpaid duties/taxes or incorrect information, any fees charged to us by the carrier or customs (including return shipping and tariffs) will be deducted from any eligible refund, if applicable.

Address Accuracy & Delivery Responsibility

Please ensure your shipping address is complete and accurate at checkout.

• True Backdrops is not responsible for delays, losses, or extra fees caused by incorrect or incomplete addresses.
• Once an order is marked “Delivered” by the carrier at the address provided, responsibility for the package transfers to the customer.

If your package is missing after a delivery scan:

• Check with neighbours and household members.
• Look around doors, porches, mailrooms, and alternate entrances.
• Contact the carrier directly with your tracking number.

We are happy to assist you in opening a claim with the carrier, but we are not responsible for packages that are lost or stolen after delivery.

Damaged Shipments

If your shipment arrives damaged:

• Contact us within 48 hours of delivery.
• Include clear photos of the damaged product, the packaging, and the shipping label.

We will review the issue and work with you on an appropriate resolution in line with our Returns & Refunds Policy.

Need Help?

If you have any questions about shipping or your order, email us at info@truebackdrops.ca or use our Contact Us page.