Important Notice: Please add our email address: admin@PropTrunk.com to your safe senders list to make sure you receive our responses, order confirmations, shipping updates and other important communications. If you are expecting a reply, please check your spam folder or other folders. Although sometimes immediately, we normally respond to your inquiries within 24 hours during regular business days. For faster responses please join our Facebook Group here and message an admin.

 

SHIPPING & RETURNS

SHIPPING POLICY

Orders are processed Monday through Friday with a cutoff time of 2pm EST. Orders are not processed or shipped on weekends or holidays. Please keep this in mind when ordering. We will notify you if there is an issue with fulfilling your order. There may be delays on certain occasions, mainly during promotions or sales. 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 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.

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 10 days to produce unless otherwise noted, plus transit time.
Props ship the very same day or next day unless otherwise noted on the product details page or promotion details.

Orders usually ship via USPS priority mail and usually take 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, next day air shipping, or if you need your items for a specific event with tight time-frame, please contact customer service prior to ordering.

SHIPPING RATES

Shipping is free on PROP orders over $199.00 after discounts and credits unless otherwise noted. This applies ONLY ON PVC PROPS and excludes any item on sale (promotions), international destinations, oversized items (including oversized props), backdrops, stands, roll-ups, table covers, etc. If your order qualifies and the cart still shows a shipping fee, please proceed with your order and contact us immediately after for a shipping fee refund (on pvc props only).

Shipping rates are via USPS Retail Priority. A 7.5′ x 7.5′ backdrop typically ships for under $20 within the USA. Some oversized 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.

RUSH SERVICE

Please contact our customer service department prior to ordering.

Unless otherwise noted all orders ship via USPS priority mail. Oversized 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.

RETURN POLICY

Please contact our customer service department with any return inquiries.

Due to the nature of our products, we can only offer store credit and replacement orders.
NO refunds for returned items.
We will not accept returns for custom items or seasonal items.
All return inquiries must be made within 3 days of receiving your merchandise.
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?

Please contact our customer service with specific questions about your order at: admin@PropTrunk.com
Contact requests are processed  10 am – 6pm EST Monday – Friday not including holidays.

Response Times

We are committed to promptly answering your questions or resolving any issues with your order. Although we usually respond immediately, please allow up to 48 hours for a response. In some instances, your email may be received on our spam folder and automatically deleted. If you do not hear from us in 48 hours, please email us again or contact us via other methods. For a more direct line with us, please join our Facebook group: The Photo Booth HookUp