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Customer Help

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Common purchase questions... answered

Orders and Shipping

Pretty quick in our opinion! Fulfillment and shipping times vary per item. For example, in stock props are normally fulfilled the same or next day and arrive in about 3 days. Some backdrops items, on the other hand, are custom made to order. Most items have their shipping details listed right on their detail page. Please visit our shipping details page here for more shipping times frames.

Creating an account is a breeze. Just head over to our registration page here. Once there, fill up the email field and click register. You will then receive a confirmation email. Click the link, create a password, then log in.

Changing your shipping, or billing address is easy. Just head over to your account by logging in, click on the address link, then the edit button. Please keep in mind that if you need to change the shipping address after placing an order, you must do so immediately and notify us. Once the shipping label is created, you will incur in extra shipping charges to create the new postage label. 

Like most actions on PropTrunk.com, this is pretty easy as well. Once you place an order, you will be redirected to an order confirmation page. You should also receive an email with your confirmation and receipt. Please check your email as well as your spam folder. If our email ended up in your spam folder please mark it not spam and add us to your safe senders list. Your order will be fulfilled according to our shipping and fulfillment timeframes listed on the product page itself or here. A shipping label will be created when the items are ready to ship and the tracking number will post under the order number within your account. You will also receive the tracking number via email. Please check your spam folder again. 

For security reasons, we do not save any financial information at PropTrunk.com. However, there are various payment options available for checkout. Your payment is processed through the payment processor of your choice (ie. PayPal, ApplePay, Google Pay or Stripe for credit card payments). These payment processor may keep your financial information if you allow them to. 

We do charge taxes when the destination jurisdiction requires it. For international orders, import duties and fees are paid by the customer as required by their specific countries. 

PropTrunk.com ships to virtually every country around the world. There are some occasional limitations as set by your country or the carrier selected. The shopping cart automatically calculates the shipping amounts to each country. We may be able to find more economical international shipping options in some circumstances. If in doubt, please reach out. 

It depends. There are some items that very likely will ship together. Props for example. If Props need to ship from our various warehouses due to availability, you will receive various packages. Backdrop items usually ship separate from props. If in doubt, please reach out.

Shipping rates vary by product. Many items are shipped via a flat rate amount. Others ship via USPS Retail Priority Mails Service. As an example; A 7.5′ x 7.5′ backdrop typically ships for under $20 within the USA. Some oversize items or ‘ship freight’ may incur additional shipping charges.

International orders or orders outside of the continental USA may be subject to extra shipping charges due to size and weight of packages and its destination. We will notify you of any additional shipping costs prior to shipping. You may cancel your order at that time and receive a full refund is you do not agree to any additional shipping costs.

Yes! We do on most items. Please contact customer service prior to ordering for rush orders, 2nd day or next day air shipping, or if you need your items for a specific event with a tight time-frame. A rush fulfillment fee may apply as well as additional postage for the service selected. 

Unless otherwise noted all orders ship via USPS priority mail. Oversize items may ship via UPS, DHL or FedEx.

There may be up to a five day delay during peak seasons for shipping, transit times and processing as listed above, unless otherwise noted. Please read promotion details carefully.

Overnight shipping charges will apply when necessary. Rush service may be unavailable due to seasonal demand, custom items, weather conditions or special promotions.

Here’s an outline: Orders are processed Monday through Friday with a shipping cutoff time of 2pm EST. Orders are not processed or shipped on weekends or holidays, unless otherwise coordinated in advance. Please plan accordingly for future events. We will notify you as soon as possible if there is an issue with fulfilling your order. Please keep in mind that there may be delays on certain occasions, mainly during promotions or super sales (ie. black Friday / PBX). Any expected delays are usually posted on promotion details or product pages.

Shipping fees are based on your order’s weight, dimensions, and destination. Shipping transit times are not within our control and cant be guaranteed. We make every effort to get your items to you as soon as possible. Some orders may arrive in separate boxes and this may affect shipping rates and times.

Expected processing and shipping times as per the shipping policy above:

  • Props ship the very same business day or next business day unless otherwise noted on the product details page or promotion details.
  • Backdrops may take up to 15 business days to produce unless otherwise noted, plus transit time.
  • Photo Booth Roll Ups and/or X-Banners may take up to 15 days to produce unless otherwise noted, plus transit time.
  • Custom items may take up to 15 business days to produce unless otherwise noted, plus transit time.
  • Back-order items ship as soon as they become available. 

Orders usually ship via USPS priority mail and take approximately 2 to 4 days in transit (within USA) not counting the date the tracking number is created / sent to you (unless its before 2pm EST) or weekends and holidays.

If you need to swap an item

Returns and Exchanges

The easiest way to get answers to most of your questions is right here, on this page. Most common questions are answered here. If you still can’t find the answer to your question, please head over to our contact page here. We are always happy to help.

For faster replies, head over to our facebook business page here. We are pretty active and you will very likely receive an reply the quickest. Please note that we are located in the east coast of the United States. Our operating hours are Monday through Friday from 10am to 4pm Eastern Standard Time. We will anyways  make every attempt to replay outside of these business hours.

Here’s some guidelines regarding our return process. 

  • You are responsible to open, verify your order carefully for damages, missing or incorrect items, and inform us within 2 days of delivery.
  • There is no returns on b-stock or clearance items or items that are noted.
  • We do not offer refunds for returned items. Due to the nature of our products, we can only offer store credit and replacement items.
  • We cannot accept returns for custom or seasonal items.
  • All backdrop items are considered custom items and cannot be returned. Please contact us within 2 days of delivery to discuss any concerns regarding the item.
  • a 20% restocking fees may apply.
  • Shipping costs cannot be refunded or credited.
  • You are responsible for any return shipping fees.

IMPORTANT NOTE: If you are returning an item, you must clearly, in large print, mark your package with the RMA# (Return Merchandise Authorization Number) you received from us unless otherwise directed. Also, unless otherwise noted in writing by one of our representatives, we will refuse your return if the RMA# is not clearly visible on the package.

Although we make every attempt to ship accurately, errors in fulfillment may occur. Please reach out if you receive the wrong item. We will sort it out.

Here’s some guidelines to follow should an item be damaged in transit. 

  • You are responsible to open, verify your order carefully for damages, missing or incorrect items, and inform us within 2 days of delivery.
  • Due to the nature of our products, we cannot accept any returns on items damaged on arrival that are not reported to us within 2 days of delivery.  
  • We do not offer refunds for damaged or returned items. Due to the nature of our products, we can only offer store credit and replacement items as long as it is reported to us within 2 days of delivery as reported through the tracking system by the shipping carrier. 
  • If one or more pieces of a prop collection  arrive damaged, we will, at our discretion, either replace it or offer a refund or store credit a prorated amount for that particular piece.
  • Please note that B-Stock and/or Clearance items are clearly marked as such on the items detail page or a promotions T&C. B-stock / Clearance items may have blemishes or are otherwise not in perfect conditions. perfect items. These items are sold as is and the sale is final. We cannot accept returns for these items.
  • All backdrop items purchases are final. We will make every effort to make it right if a backdrop item is damaged on arrival. We will only offer returns on these items if we are not able to offer a suitable solutions. PLEASE NOTE: Although we make every attempt to provide perfect items, some custom items may present irregularities. We are human after all. Irregularities that do not affect the usability of the item are considered acceptable and no refund or return will be accepted.  
  • Damaged items or otherwise returned reposted after 2 days of delivery will incur a 20% restocking fee, were a store credit may be offered in this case.
  • Shipping costs cannot be refunded or credited regardless of the situation.
  • You are responsible for any return shipping fees.

IMPORTANT NOTE: If you are returning an item, you must clearly, in large print, mark your package with the RMA# (Return Merchandise Authorization Number) you received from us unless otherwise directed. Also, unless otherwise noted in writing by one of our representatives, we will refuse your return if the RMA# is not clearly visible on the package or an item is not reported within 2 days of delivery.

You will receive all the information required to return an item when you receive the RMA #. 

If you need to change the shipping address after placing an order, you must do so immediately within your PropTrunk.com account and notify us. Once the shipping label is created, you will incur in extra shipping charges to create the new postage label. 

Changing your shipping or billing address is easy. Just head over to your account by logging in, click on the address link, then the edit button. 

Please reach out should you need to cancel or change an order.

You may cancel or change an order only is it a shipping label has not been created yet.

We are not able to cancel or change and order if the shipping carrier already has possession of the order. You may however reach out to us within 2 days of delivery.

We will offer you options if the shipping label has been already created or the ordered has been delivered.

Restocking fees may apply.

On certain occasions we may allow the purchase of backordered items. Backordered items are items that are currently being manufactured or produced, or will be soon.

Pre-ordering backordered items may be a great opportunity to save as most of them will have price reductions. 

It is very important to note that backordered items can sometimes take time to produce. You should only order backordered items if you don’t have an immediate need for them 

Contact Us!

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We are always happy to hear from you. Drop us a line with any inquiries or if you need any assistance, or to just say HI!

We love hearing from our friends.

For a quicker response, please head over to our facebook business page here and message us directly. We often reply immediately. If we don’t, we are likely fulfilling orders or  assisting another customer. But worry not! We will reply as soon as we see your message.

Although we attempt to assist you at all hours, day or night, we are located on the east coast of the USA, working from 10am to 4pm Eastern Standard times. You may receive a reply the next business day.

IMPORTANT NOTICE: Please add our email address (admin@PropTrunk.com) to your emails’ safe senders list to ensure you receive our responses, order confirmations, shipping updates and other important communications. If you are expecting a reply, please check your spam folder or “others” folders for our response. Although we normally respond to your inquiries immediately, please allow up to 48 hours for our team to reply. For a faster response please join our Facebook Page here and use the message button.

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