Policies
Website: www.gracelanddesign.com
——————————————————————
What REMINDERS should I be aware of regarding printed backdrops before purchasing with Graceland Designs®?
Please review the design listings carefully. Before you check-out you have the opportunity to re-review your order once again. Once an order has been submitted to the printer it cannot be cancelled. There are no exceptions to this policy as each order is made to order. We do not offer a restocking service.
We often get asked what size is recommended. We suggest taking measurements of your available space to decide what will best work for your needs. See our sizing charts for added guidance – www.gracelanddesign.com/backdropsizingchart
All computer monitors are not calibrated equally. We have made every effort to display (as accurately as possible) the colours and brightness/darkness of our floors & drops on our website but we cannot guarantee exact colour matching. Due to monitor discrepancies, we cannot guarantee that your display will be accurate, and your backdrop may look different than what you see on your screen. When looking at examples on our website of the backdrops/floordrops ‘in use’ by our customers please note that the look of those images will also vary based on the photographer’s lighting conditions, white balance, and editing techniques. Please note that we cannot offer refunds or exchanges due to slight colour variation as it should be expected with printed products.
Rubber Backed Floor Mats
* Warm Soapy Water & soft broom then hose down – hang to dry in sun
* Vacuum friendly
* Must be stored rolled
* DO NOT TUMBLE DRY
Cake smashes on drops or floors are at your own risk.
Ultra-Premium Stretch Cloth
* Cold Machine Wash
* Steam or Iron Friendly on a low heat (do not leave an iron unattended)
* DO NOT TUMBLE DRY
Cake smashes on drops or floors are at your own risk.
PhoTEX®
* Cold Machine Wash
* Steam or Iron Friendly on a low heat (do not leave an iron unattended)
* DO NOT TUMBLE DRY
Cake smashes on drops or floors are at your own risk.
———————————————————-
Packaging
Rubber Backed Floors will arrive rolled inside of a heavy-duty cardboard shipping box. All other backdrops will be received in a box or satchel/shipping bag.
Customers are responsible for ensuring that cutting any delivery box or satchel is done so with care to ensure you do not cut the fabric or backdrop by mistake. Any damage to the material if not handled with care at delivery due to unboxing is the responsibility of the customer and we will not be held liable.
Once you receive your shipment, we ask that you check your order within 48 hours of receipt of delivery to ensure your purchase is in order. Once the 48hours expire the sale is final.
Accepted payment methods
Returns and exchange details
RETURN/EXCHANGE POLICY:
-Because of the custom nature of our product WE DO NOT ACCEPT RETURNS OR EXCHANGES on products. There are *ABSOLUTELY NO EXCEPTIONS* to this policy.
-Once the order has been processed and sent to the printer, we *CANNOT CANCEL* the order or make any changes to the order. This includes *NOT* being able to change the shipping method.
-Once an order has been printed, it CANNOT BE REFUNDED. There are *ABSOLUTELY NO EXCEPTIONS* to this policy.
-If you have questions about timing needed for the order, shipping method, size/measurements, etc — you *MUST* ask these questions *PRIOR* to placing the order or you risk *NOT* being able to make any changes to the order, whatsoever. As much as we would love to help our customers once the order is “in production” the printer *DOES NOT* allow us to make any alterations to the order.
DEFECTS/ISSUES/DAMAGES POLICY:
We do our best to inspect each drop/floor order that is printed and each prop order that is shipped (before it leaves our shop) to ensure there are no defects:
*If an item that you receive is defective, damaged in transit, or an incorrect design was sent to you in error – please email us at [email protected] within 48 hours of receipt of product with the details of the defect along with photos. If you do not contact us within this time frame, we reserve the right to deny an exchange of the defective/damaged/incorrect item. Please DO NOT use the defective products unless we instruct you to. We are always more than happy to correct any mistakes and send a pre-paid label to have the incorrect items returned to us.
*If there is a defect in the item, that was NOT caused by the mis-use of the item, we will issue you an exchange for the same item and same material you originally ordered.
*We are not responsible for damage caused by not removing all staples from your backdrop shipping tube. You are responsible for ensuring they are removed before pulling the drops out of the tube.
*If your shipment does not arrive by the date estimated by the carrier please check the tracking number we’ve provided you to review the status of the package. If the package appears to be lost after the shipment has gone past the “estimated” arrival date by a few days please contact us and we would be happy to research the issue the best we can, and if necessary put a claim in with the shipping carrier if the package was of insurable value. We only have a small window of time to place claims with couriers. We do not issue refunds for lost packages. We replace the lost items and send out another shipment.
*If you fail to notify us within 48 hours in the case of damage or within a week after “estimated arrival” (should have taken place) for lost packages – your goods may not be able to be replaced.
