The Backdropsource Promise

Your order arrives right — or we make it right.

For 21 years and 100,000+ orders, we've built our business on one simple idea: you shouldn't have to worry about whether your display shows up, or whether it looks the way you approved it. That's our job, not yours.

---

Covered, Start to Finish

Never arrived?	We replace it. Free.
Arrived damaged?	We replace it. Free.
Our print error?	We reprint it. Free.
Every claim	Reviewed within 1–2 business days.
Every reprint	Priority production. No back of the queue.

---

📦 If Your Order Never Arrives, That's On Us

Lost in transit, delivered to the wrong address, or the courier simply can't find it — you're covered. We reproduce and reship your order at our cost.

Just let us know within 7 days of your expected delivery date and we'll take it from there. You won't need to chase the courier. We'll do that.

---

🛡️ If It Arrives Damaged, We Replace It

Open your package as soon as it lands. If anything is torn, crushed, or broken in transit, send us:

• Your order number
• Photos of the damage
• A photo of the outer packaging

Report it within 7 days of delivery and we'll get a free replacement into production. In most cases you won't even need to ship anything back to us.

---

🖨️ If We Made the Mistake, We Reprint It Free

Every custom order goes out against a proof you approved. If what arrived doesn't match that proof — wrong size, wrong file, missing element on our end — that's our error, and we own it completely.

Free reprint. Free shipping. Priority production. No arguing, no restocking fees, no store credit workarounds.

---

✅ How We Verify (Fast, and In Writing)

We check every claim — not to find a reason to say no, but so we can fix the actual problem and stop it from happening again.

Here's exactly how it works:

1. You send us your order number, photos, and a line about what's wrong.
2. We review within 1–2 business days against your approved proof and our production records.
3. If the error is ours, your reprint or replacement goes straight into production — free. We'll email you the new dispatch date the same day.
4. If the error isn't ours, we'll show you exactly what we found, and we'll still help you fix it.

---

🤝 If the Mistake Wasn't Ours, We Still Have Your Back

Sometimes an approved file has a typo, a low-resolution logo, or a size that doesn't fit the venue. It happens — and you're still not stuck.

• Our design team will correct your artwork free of charge
• We'll produce the corrected reprint at cost — we waive our margin
• We'll prioritise your production slot so you still make your date

It isn't free, but it's as close as we can honestly get. Talk to us, and we'll work out the fairest option for your situation.

---

🚚 Delivery Timelines — Straight Talk

We control production. Couriers control the last mile. So here's the honest split:

• We guarantee our dispatch date. If we miss it, we upgrade you to expedited shipping at our cost.
• We track every order daily and escalate with the carrier the moment a shipment stalls.
• We can't refund for courier delays — but we will chase them, hard, and keep you updated until it lands.

Ordering for a dated event? Tell us the date when you order. We'll build in buffer, flag the risk honestly if it's tight, and recommend an expedited option rather than let you gamble on a deadline.

---

🎯 A Note on Colour, Size & Finish

So there are no surprises:

• Colour: Screens are backlit; fabric is not. A small shift between your on-screen proof and the printed fabric is normal in dye-sublimation printing and isn't a defect. Need an exact brand match? Ask us for a printed swatch before production — we're happy to send one.
• Size: Fabric relaxes and shifts slightly under heat. Finished sizes can vary by roughly 1–2%, which is standard across the industry and invisible in a finished setup.
• Finish: Seams, hems, and silicone edging are placed to spec, with minor variation between production runs.

If something falls outside these ranges, it's a defect — and it's covered.

---

🔁 Standard (Non-Custom) Returns

Ordered a frame, stand, case, or accessory that isn't right for you?

• Return within 7 days of delivery, no questions asked
• Item must be unused, in original packaging, and resaleable
• Return shipping is free
• Refund issued to your original payment method once the item reaches us

Custom-printed graphics can't be returned for a change of mind — they're made only for you and can't be resold — but they're fully covered by the damage, delivery, and print-error protections above.

---

🔧 Hardware & Frames

All display hardware carries a 1-year warranty against manufacturing defects. Missing a pole, foot, clip, or connector? Tell us which part and we'll ship a replacement free — you'll never need to return a whole unit for one component.

---

What We Can't Cover

Being upfront so you're never blindsided:

• Damage from setup, transport, or handling at the venue after delivery
• Normal wear from repeated use
• Changes of mind on custom graphics after proof approval
• Content errors that were present in the proof you signed off on (we'll still help — see above)

---

📧 Start a Claim

We usually respond the same business day.

• Email: sales@backdropsource.com
• Phone: +1 (650) 614-1888
• WhatsApp: +1 (737) 204-1523

Include your order number and photos and we'll move fast.

---

Real people, real accountability. If we get it wrong, we fix it.