Collapsible content

Q: My backdrop arrived damaged. What can I do?

A: If you receive a damaged product, you must contact us within 48 hours of receiving the product. 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, we will provide you with instructions on to proceed.

Q: My package appears to be lost. What can I do?

A: If your package does not arrive within 14 days from the date that it shipped, please reach out to us. It is most likely just delayed but we can file a missing package search after 14 days (for U.S. orders). International orders,
we can file a missing package claim after 20+ days. Replacement backdrops will not be shipped until after a missing package claim has been filed and we have received a response from the shipping carrier (a minimum of 20 days from the date that it shipped for U.S. orders; 25 days for packages going to Canada; 35 days for all other countries).

Q: Which materials are glare free?

A: Poly paper, canvas, and all of our fabric options.

Q: Which materials are not glare free?


Q: Which material has the most vibrant print?

A: Poly paper.

Q: Which material is the lightest weight?

A: Poly paper.

Q: Do you offer canvas, vinyl, or poly paper in larger sizes, like 8'x10'?

A: Poly paper, canvas and vinyl are only available in up to 5' wide (5'x5', 7'x5', 10'x5', etc.). Our larger sized backdrops are available in fleece and dream fabric, which can ship folded (and greatly reduces shipping cost).

Q: Which material is wrinkle free?

A: Fleece is wrinkle free. If it does get a crease in it for some reason, just toss it in the dryer for around 10 minutes on low heat. Dream fabric is very wrinkle resistant. To remove any fold lines or wrinkles just toss it in the dryer on low heat for about 10-15 minutes with a wet cloth. A hand steamer will also remove wrinkles quickly.

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. Coupons cannot be combined with any other sales or discounts.

Q: How do your sizes work?

A: A 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.

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: Yes. We do custom designs. You can submit your ideas for custom design on our “Customize Your Backdrops” page.

Q: When will my product be shipped?

A: Please read about our turn round time and our shipping policies on our shipping policy page.

Q: How are your backdropsshipped?

A: Poly paper, canvas and vinyl backdrops are shipped rolled inside a heavy-duty shipping tube. The end caps may be stapled on and taped to prevent the caps from popping off. You may need pliers or a similar tool to open the cap. Please be sure any 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 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. 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 forward to the new address, the customer is responsible for fees to reship the package once it's returned to us.

Q: What are yourbusiness hours?

A: Business hours are M-F from 9 am – 5 pm PST. 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 see the Backdrop Color Policy page for more details.

Q: What is your return policy?

A: The details are provided on our return policy page.

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 and 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 mybackdrop?

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?

A: The copyright information can be found on our copyright page.

Q: How do I contact Kiarah Backdrops if I have a question that I cannot find an answer to on this page?

A: You can reach us using the information on our Contact Us page.