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Frequently Asked Questions

Welcome! Below you’ll find answers to the most common questions about our products, rentals, and services. If you still need help, feel free to contact us anytime.

Orders & Shipping

How can I track my order?
Once your order is shipped, you will receive a confirmation email with tracking information.

How long does shipping take?
Shipping times vary depending on your location and product availability. Most orders are processed within a few business days.

Do you offer shipping insurance or protection?
All orders are carefully packaged. If your item arrives damaged, please contact us immediately.

Payments & Pricing

What payment methods do you accept?
We accept major credit and debit cards, along with other payment methods available at checkout.

When is payment due for rentals?
A 100% advance payment is required to reserve rental items and will be applied toward the total. Any remaining balance is due 7 days before the event.

Backdrop, Frame & Fabric Rentals

How long is the rental period?
Exact pickup and return dates and times, or delivery and collection arrangements, will be specified in your rental agreement.

What is included with the rental?
Your rental agreement will list all included items, such as frames, fabric covers, bases, weights, and accessories, with reference photos.

Is a security deposit required?
A separate refundable security deposit may be required. The amount will be disclosed before booking and refunded within 5 business days after returned items are inspected, less any documented applicable charges.

What happens if an item is damaged or missing?
Customers are responsible for reasonable repair or replacement costs for items damaged or lost while in their care, excluding normal wear and tear.

Is cleaning included?
Standard cleaning is included. Additional cleaning charges may apply for excessive dirt, stains, or residue.

What happens if I return an item late?
Items must be returned at the agreed date and time. Any grace period and applicable late-return charges will be specified in your rental agreement before booking.

Can I modify the rental items?
Hot glue, drilling, puncturing, painting, and unauthorized adhesives are prohibited.

Can rental items be used outdoors?
Outdoor use requires prior approval and must follow the agreed setup and weather conditions.

Who is responsible for delivery and setup?
Your rental agreement will specify who is responsible for transportation, setup, dismantling, and collection, along with any associated fees.

What happens if weather affects my event?
Cancellation, refund, and rescheduling terms will be provided before booking. The agreement will also explain the available options if weather or site conditions prevent safe setup.