Returns & Revisions
Every order is custom designed and printed with your names, photos, and colors, so nothing is returnable in the usual sense. What protects you instead is the proof: you see your piece and approve it before anything is printed.
Proofs and revisions
Every order includes a free digital proof for your review and approval before we print. Every order also includes 2 free revision rounds so we can get it exactly right. You can put as many changes as you like into a single round. Each additional round after the first two is $10.
Canceling your order
Because the design work happens before anything is printed, where you are in the process decides what can be refunded.
- Within 24 hours, before your first proof is sent: cancel for a full refund.
- After your first proof has been sent, before you approve it: you can still cancel. We refund your order minus a design fee for the work already completed, and we send you the finished design file so you keep what you paid for.
- After you approve your proof: printing begins and the order can no longer be canceled or refunded.
The design fee depends on the piece: $75 for the Grand Event Backdrop Set and X-Large dance floor wraps, $50 for Seating Charts and Storybook boards, $35 for Photo Boards and Milestone boards, $25 for the Accordion Photo Wall and 3D Event Cubes, and $10 for Cutouts, Dance Floor Wraps, and Floor Decals. The Jumbo Easel Back Stand is a stock item and is not subject to a design fee.
Sending an item back
If we do accept an item back, like the Jumbo Easel Back Stand or any return we've agreed to, the cost of shipping it back to us is yours. Please send it with tracking so we both know where it is. Once it reaches us and we've confirmed it came back undamaged, we'll process your refund to your original payment method. If it arrives damaged, we'll get in touch with photos before we do anything else.
Changes after you approve
Approval locks production, and changes after approval mean a reprint at cost. If the finished piece matches the proof you approved and you simply do not like it, a reprint is at your cost. This is why we send a proof and include two free revision rounds, so please check names, dates, spelling, and the quality of the design carefully before you approve.
Damaged in transit
The fold down the middle is not damage. Large boards are built to fold so they ship flat and safe, and opened out fully the fold line disappears. The fold is how the piece is made rather than something that happened to it in transit.
Real damage is a puncture, a tear, a crushed corner, or anything else the packaging or the courier did on the way. Contact us within 3 days of delivery with a photograph of the damage and a photograph of the box, and we print a replacement and ship it to you free. The photographs come before the replacement, so please keep the box until we have both. Full detail is on Shipping & Turnaround.