SHIPPING & RETURNS
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.
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, please contact customer service prior to ordering.
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.
Shipping rates are via USPS Retail Priority. 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.
Please contact our customer service department with any return inquiries.
- You are responsible to open, verify your order carefully for damages, missing or incorrect items, and inform us in a timely manner.
- All return or exchange request must be made within 3 days of receiving your order.
- NO refunds for returned items. Due to the nature of our products, we can only offer store credit and replacement items.
- We will not accept returns for custom items or seasonal items.
- Restocking fees may apply.
- Shipping costs cannot be refunded.
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 noted in writing by one of our representatives, we will refuse your return if the RMA# is not clearly visible on the package.
GOT A QUESTION?
We are committed to promptly answering your questions or resolving any issues with your order. Please contact our customer service with specific questions about your order via our email: admin@PropTrunk.com or by using the chat feature located on the bottom right corner of our website.
In some instances, your email may be received in our spam folder and automatically deleted. If you do not hear from us within 48 hours, please email us again or contact us via other methods. For a more direct line with us, please join our Facebook page: PropTrunk, via our chat feature located on the bottom right corner of our website.