Commonly Asked Questions
Q: Where do I enter my coupon code?
A: After you add products to your cart, click "checkout". On the next page, in the top right corner, there will be an option to enter a coupon code. Enter your coupon code and click "Apply". **Coupon codes are not valid with clearance backdrops, digital backdrops or gift cards. Cannot be combined with any other sales or discounts. Coupon codes are not valid at our Etsy store.
Q: How do your sizes work?
A: An 5'W x 8'H (5x8) design is 5 feet wide and 8 feet tall (portrait crop). An 8'W x 5'H (8x5) design is 8 feet wide and 5 feet tall (landscape crop). The width is always listed first and height second. Backdrops may have a thin white border around the design, depending on the material ordered, and is part of the size of the backdrop. Please allow approximately 1/8 of an inch, give or take. The crop of the design will vary, depending on the size ordered, and may be cropped differently than shown in the example(s) on our website. Designs are cropped at our discretion.
Q: What are your backdrops made of?
A: We offer vinyl, poly paper, canvas, knit fabric and polyester fabric. You can read all about each material that we offer here.
Q: How are your backdrops printed?
A: Our Backdrops/Floordrops are printed using state-of-the-art printer and eco-friendly inks.
Q: How can I hang my backdrops?
A: Backdrops can be hung with clamps onto a backdrop stand. Clamps can be purchased inexpensively at a hardware store, if your stand does not come with clamps. Using thumbtacks or tape on a wall is another option. Polyester fabric and dream fabric backdrops include a pole pocket.
Q: Do you do custom designs?
A: We are not accepting custom design orders at this time.
Q: When will my product be shipped?
Q: How are your backdrops shipped?
A: Poly paper, canvas and vinyl backdrops are shipped rolled inside a heavy duty shipping tube. The end caps are stapled on and tape to prevent the caps from popping off. You will need pliers or a similar tool to open the cap. Please be sure the staples are fully removed before sliding out the backdrops so that they do not get scratched. Customers are responsible for removing all staples from the shipping tube before attempting to remove backdrop(s) from the tube. If you do not remove ALL of the staples you can scratch and damage the material. You will be responsible for any damaged caused by not removing the staples. Fabric backdrops will ship folded or rolled.
Q: Do you ship internationally?
A: Yes! Please contact us for a shipping quote. We are currently shipping to the U.S., Canada, Mexico, Australia, Germany, New Zealand, Spain and the United Kingdom. International customers, please note that your order total does NOT include any customs fees or duties. These fees are the responsibility of the buyer and are not included in your shipping total. If a package is refused, the customer will be charged the customs fees, duties and a return fee. No refunds will be issued for the order or shipping. International customers are responsible for scheduling a delivery day/time. If the package is returned because of unsuccessful delivery attempts, the order and shipping will not be refunded and the customer is liable for shipping costs to resend the package again.
Q: I accidentally sent my package to an old address?
A: If a package is sent to an old address, we recommend that you immediately put in a forwarding address with USPS. If the package does not successfully forwarded to the new address, the customer is responsible for fees to reship the package once it's returned to us.
Q: What are your business hours?
A: Business hours are M-F from 9 am – 5 pm MST. We are closed major U.S. holidays.
Q: I'm ordering two of the same backdrops for a hung background and floor, any advice?
A: Each material uses different ink and a different printer. Because of all the different variables, the colors will not be identical, if ordering the same design on two different mediums. If you are planning to pair the same design together, we highly recommend ordering both designs in the same material (at the same time) to be sure they're a perfect match.
Q: My backdrop looks different than the example online:
A: Please read about color variation here.
Q: What is your return policy?
A: Please read our return policy here.
Q: My backdrop arrived damaged. What can I do?
A: If you receive a damaged product YOU MUST CONTACT US WITHIN 48 HOURS OF RECEIPT. We will need photos of the damage to the shipping tube and damage to the backdrop. These photos are required for us to file a claim. After we have received the photos of the damage, you may receive an affidavit that needs to be signed an returned. Once the images and affidavit are received, a replacement backdrop will be shipped out immediately. *INTERNATIONAL ORDERS: You MUST file Form 2856 with USPS, and email us a copy, if your order arrives damaged and we will need a copy of that form. Replacement backdrops will be sent for international orders after Form 2856 is sent to us and damage photos are received.
Q: I received the wrong backdrop. What can I do?
A: We sincerely apologize if this happens. All orders are checked twice before shipping but sometimes there is a mix up. Please check your order as soon as it arrives. If you receive an incorrect design, please email us a photo of the design you received. Once that is received, we will create a new order for the correct design, rush process it and ship it Priority Mail. PLEASE CONTACT US WITHIN 7 DAYS OF RECEIPT.
Q: Can I do a Cake Smash on my backdrop?
A: To avoid any staining, we recommend using a piece of non-glare plexiglass over your backdrop. Vinyl backdrops can be wiped with a damp cloth but frosting and liquid can still stain or ruin the backdrop.
Q: How do I store my backdrop?
A: We recommend storing your vinyl, poly paper and canvas backdrops rolled, and stored inside the shipping tube, to avoid creases, scratches or damage. Fabric backdrops can be stored folded.
Q: Is there a difference between backdrops and floor drops?
A: There is no difference. Backdrops can be used as floor drops and vis versa.
Q: Can I use your backdrops to create digital backdrops for sale?
A: No. We retain the copyright for all our designs. Our backdrops cannot be used for digital backdrops for sale or to create stock art. Selling digital backdrops, using our backdrops, is a copyright violation.
Q: Where can I find the copyright notice for digital backdrops?
A: The copyright information can be found here.
Q: How do I contact HSD Backdrops if I have a question that I cannot find an answer to on this page?
A: Please click HERE to fill out our contact form. We will contact you as soon as possible.
HSD Backdrops reserves the right to alter these FAQs & Policies or any other Site policies at any time, so please review the policies frequently. We reserve the right to decline your order for any reason. By purchasing from HSD Backdrops you agree to all of the policies above.