Return Policy
Return & Replacement Policy
Return Policy
Free replacement if it never arrives. Free replacement if it arrives damaged. A free reprint if we got it wrong. Every claim reviewed within 1–2 business days, and every reprint put on priority production.
- Free replacement if it never arrives
- Free replacement if damaged
- Free reprint on our error
- Claims reviewed in 1–2 business days
The Backdropsource Promise
Your order arrives right — or we make it right.
For 22+ years and more than 100,000 orders, we have built this business on one idea: you should not have to worry about whether your display turns up, or whether it looks the way you approved it. That is our job, not yours. We ship across Canada and the USA, and we stand behind every order in both.
Covered, Start to Finish
No deductible, no restocking fee, no store credit workaround. If one of these happens, this is exactly what we do about it.
| Situation | What we do |
|---|---|
| Never arrived | We reproduce and reship it. Free. |
| Arrived damaged | We replace it. Free. |
| Our print error | We reprint it. Free, with free shipping. |
| Every claim | Reviewed within 1–2 business days. |
| Every reprint | Priority production. You do not go to the 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 cannot find it — you are covered. We reproduce and reship your order at our cost.
Just let us know and we will take it from there. You will not need to chase the courier. We do that.
Report within 7 days of your expected delivery dateIf It Arrives Damaged, We Replace It
Send us three things: your order number, photos of the damage, and a photo of the outer packaging. The replacement goes into production straight away, and in most cases you will not need to return anything.
Report within 7 days of deliveryIf We Made the Mistake, We Reprint It Free
Every order is checked against the proof you approved. If what arrived does not match it — wrong size, wrong file, something missing — that is our error, and we own it.
Free reprint, free shipping, priority production. No restocking fees and no store credit workarounds.
How We Verify (Fast, and In Writing)
Four steps, and you always hear the outcome either way.
Order number, photos and a short description of what is wrong.
Within 1–2 business days, against your approved proof and our production records.
The reprint goes to production immediately and we email your dispatch date the same day.
We explain what we found in writing, and still help you put it right.
If the Mistake Wasn’t Ours, We Still Have Your Back
A typo that was in the proof, artwork supplied at the wrong size, a change of mind after approval — none of that is covered, but we do not just walk away either.
Our design team corrects the artwork free of charge, the corrected reprint is produced at cost with our margin waived, and we prioritise it so you still make your date.
Delivery Timelines — Straight Talk
We control production. Couriers control the last mile. Here is the honest split, because you should know it before you order rather than after.
- The dispatch date on your order confirmation. Miss it and we upgrade you to expedited shipping at our cost — you do not have to ask.
- Print quality and finishing against your approved proof.
- Daily tracking on every order, with carrier escalation the moment a shipment stalls.
- Honest advice on whether your timeline is realistic, before you place the order.
- Exact delivery dates once a parcel is with the courier.
- Weather, customs holds, strikes and peak-season backlogs.
- Refunds or compensation for courier delays — though we will chase them hard and keep you updated until it lands.
- Shipping and customs charges, which are non-refundable once an order has shipped.
Ordering for a dated event? Tell us the date when you order. We will build in buffer, flag the risk honestly if it is tight, and recommend an expedited option rather than let you gamble on a deadline.
A Note on Colour, Size & Finish
Dye-sublimation on fabric is not a photocopier. These are the tolerances we work to, so you know exactly where the line between normal variation and a defect sits.
A shift between what you see on screen and what comes off the fabric is normal, and small variations are not defects. If colour accuracy is critical, ask us for a printed swatch before we run the full order — we are glad to send one.
Fabric relaxes and shifts under heat. A variation of 1–2% is standard across the industry and invisible once the graphic is tensioned in its frame.
Seams, hems and silicone edging are placed to spec, and minor variation between production runs is normal.
Anything that falls outside these tolerances is a defect, and a defect is covered. Send photos and we will assess it.
Standard (Non-Custom) Returns
Standard, non-custom items can be returned within 7 days of delivery, provided they are unused, in their original packaging and in resaleable condition. Return shipping is free, and we refund to your original payment method once the item reaches us.
Custom-printed graphics are made exclusively for you and cannot be resold, so they are not returnable for a change of mind after proof approval. They remain fully covered for damage, non-delivery and print error.
Hardware & Frames
Frames and hardware carry a one-year warranty against manufacturing defects.
Missing or faulty components — poles, feet, clips, connectors — are replaced free. You never need to return a whole unit for a single part.
What We Can’t Cover
- Damage that happens after delivery, during setup, transport or handling at the venue.
- Normal wear from repeated use over multiple shows.
- A change of mind on custom-printed graphics after proof approval.
- Content errors that were present in the proof you approved — though we will still help you put it right.
- Courier delays, and shipping or customs charges once an order has shipped.
GST, HST, PST or QST is applied according to your province and is the customer’s responsibility. Orders shipped to the USA may attract import duties and taxes set by the destination authority, charged separately by the carrier and payable by the customer.
Start a Claim
Send us two things — your order number and photos. That is all we need to open a claim. We usually reply the same business day, and every claim is reviewed within 1–2 business days.
A real person reads these, and you will hear the outcome either way.
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