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FAQ - Frequently Asked Questions

What is your production timeline?

All custom orders will have a proof sent within 48 hours. Please note, we will not submit your order until we have your approval and any approval delays will result in delivery delays. We make all of our items to order, so please allow for the following production timeline:

Vinyl Backdrops: 10-14 business days
Fabric Backdrops: 10-14 business days
Table Cloths: 10-14 business days

Table Runners: 14-20 business days
Vinyl Banners: 14-20 business days

We make every effort to get your merchandise to you as soon as possible, however, quality workmanship takes time, so please be patient.

All stands are ordered from our drop ship suppliers and can take 2 weeks to receive.

Do you offer Rush options?

Yes! Please reach out to us at info@customparty.com so that we can work out if we can meet your deadline. Please note, we still require 5 Business Days for production and might request an overnight label from you or send an invoice for Express Shipping. Once Rush Production starts, cancellations or refunds cannot be processed. If there are issues with your shipment, we would be happy to work on a solution with you!

What is your return policy?

Due to the nature of our products, all merchandise has been custom made for your specific order and is non-refundable. When a customer places an order in our store, they has agreed to purchase their customized order as-is with no exceptions.

We send proofs for any wording and design work that must be approved before the order is sent into production. This is an agreement that your order is correct and thus any errors that might occur are the customer's responsibility. We only replace items if they are damaged. Please send us an email at info@customparty.com with images of the damage that occurred to the product and box. 

If we make an exception, your item must be unused and in the same condition that you received it. It must also be in the original packaging. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Only exceptions with an issued RMA number will be accepted. 

What should I do if my item arrives damaged?

Please email Customer Service with photos of the damaged item and box condition it was received in and we will work with you to file a claim with USPS. You might also be requested to file a damaged mail claim, so please keep those photos handy. Another item will be shipped out to you as a replacement as soon as it can be produced. We are open Monday – Friday 9-4:00pm PST (closed national holidays) and you can reach us at info@customparty.com

What's an RMA?

RMA stands for Return Authorization Number. Without this number, packages will be refused. This helps us locate your information when we get your shipment. Mark on the outside of the package so we will be able to process your credit or exchange as quickly as possible.

How are your backdrops measured?

All backdrops are measured in feet unless noted otherwise. The first number will be the width while the second number will be the height/length. For example a 6x8 will be 6 feet wide and 8 feet tall/long.

Will my backdrops be the exact size I ordered?

Most of the time your backdrop will be the same size, however, backgrounds may lose up to 10% in width and height during production due to sewing. This is minor loss and not noticeable while the backdrop is in use.

Do you provide tracking?

Yes! Once your order is packed and ready to leave our warehouse, or is shipped by our drop ship suppliers, we will send you a shipping email with tracking for the items in the shipment. We only ship USPS Priority, which is usually a 2-5 day ship time, unless arrangements are made for another carrier. Please contact us if that is something you wish to do. All orders over $99 will have free Priority USPS Shipping

What image requirements do you need?

The larger the better, but on average 96in x 96in at 300dpi will print clearly for an 8ft x 8ft backdrop. Cell phone photos do not always turn out great. Please keep in mind that we will do our best, and send you a proof before production, but they are more than likely to print blurry.

What if I want to add a picture to a design without one?

We would be happy to work with you to add a photo to a design that does not support one for an additional charge. Please let us know, or add this product to you cart and email the photo to us at graphics@customparty.com with your order number. 

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