Help and FAQ

Have a question before or after placing an order? This page brings together the most common answers about Ubackdrop products, custom orders, shipping, returns, and product use, so you can find what you need more quickly and order with more confidence.

Before You Order

Does the product include the stand, cover, or backdrop?

It depends on the product listing. Some products may be sold as stand only, cover only, backdrop only, or stand and cover bundles.
Please check the product title, option selector, product photos, and description before ordering so you know exactly what is included.

How do I choose the right size for my event setup?

Choose the size based on where the product will be used and how much space you want it to cover. Smaller sizes can work well for cake tables, dessert tables, welcome areas, product displays, and tight photo corners. Larger sizes are better for photo booths, ceremony areas, stage displays, party entrances, and full guest photo setups.
For arches, covers, flower walls, shimmer walls, stands, inflatables, or photo booth displays, always check the product page because sizing and included parts may vary by product type.

How are Ubackdrop backdrops measured?

All backdrops are measured in feet unless noted otherwise. The first number is the width, and the second number is the height or length.
For example, a 6x8 backdrop is 6 feet wide and 8 feet tall or long.

Will the product look exactly like the photos?

Product photos are shown as clearly as possible, but color, scale, texture, and finish may look different because of screen settings, lighting, venue space, material type, and product size.
For wedding color themes, brand colors, custom logos, and event palettes, please allow for slight color differences.

Custom Orders & Design Files

What file types are recommended for custom design upload?

Acceptable formats include JPEG, TIF, BMP, GIF, PCX, TGA, EXIF, SVG, ICO, and PNG.
For large custom prints, avoid thumbnails, low resolution JPGs, small GIFs, screenshots, or compressed web images because they may become blurry when enlarged.

How can I avoid blurry custom printing?

Use a file with enough resolution for the final print size. PSD, JPEG, and TIFF files may become blurry when enlarged if the resolution or pixel size is too low.
Please follow these file guidelines:
  • 100% scale, full size output, at 100 dpi
  • 50% scale at 200 dpi or higher
  • 25% scale at 300 dpi or higher
  • 10% scale at 600–1200 dpi
  • Vector files are preferred for line art, logos, and text because they can scale without losing resolution
Vector files can be submitted in any size as long as they are in proportion to your banner or backdrop size.

What should I check before submitting a custom order?

Please check all names, dates, logos, spelling, punctuation, image quality, size, and layout details before submitting your order or approving a design proof.
If the issue comes from the submitted or approved custom file, it may not qualify for return or replacement.

Can I change or cancel a custom design after placing the order?

Please contact support as soon as possible. Ubackdrop often starts processing items within 24 hours of receiving an order.
If your item has already been shipped, printed by the vendor, or sent to the proof stage, the order cannot be canceled. If you choose to continue canceling an order after the printed item has entered production, you will need to pay 25% of the order amount as a cancellation fee.

Shipping & Delivery

How do you ship orders?

Unless otherwise noted, orders ship via DHL, DPD, or UPS. Most orders take about 7–20 days from processing to delivery.
Shipping time may vary by location, product type, order size, carrier availability, customs clearance, and address details.

What should I do if my event date is close or my package is delayed?

Check the tracking information first if your order has already shipped. If the tracking has not updated for several days or your event date is approaching, contact support with your order number and event date.
For time sensitive events, we recommend contacting support before ordering if you are unsure whether the product can arrive in time.

Will I need to pay customs fees or import taxes?

No. Customs duties, import taxes, and handling fees are already included in the product price, so customers do not need to pay separate customs fees for Ubackdrop orders.

Materials, Setup & Care

What materials are used for Ubackdrop products?

Ubackdrop products use different materials depending on the product type. These may include printed fabric for backdrops and covers, flower wall surfaces, shimmer panels, inflatable materials, metal or support structures, display covers, banners, and other event decor materials.
For printed fabric backdrops, Ubackdrop commonly uses microfiber fabric. It is soft, wrinkle resistant, reusable, machine washable, and can be lightly ironed. For flower walls, shimmer walls, inflatables, stands and photo booth displays, please check the product page for the exact material, finish, and included parts.

Can I wash, iron, or reuse Ubackdrop products?

Many microfiber fabric backdrops can be reused, machine washed, and lightly ironed. Use gentle care, avoid harsh cleaning, and do not overheat the printed surface.
Care instructions may vary for shimmer panels, flower walls, inflatables, metal stands, and other event display products, so always check the product details before cleaning, folding, or storing.

Can I use Ubackdrop products outdoors?

Some products may be used outdoors depending on the product type, weather, surface, and setup method.
Avoid strong wind, heavy rain, sharp surfaces, and unstable installation areas. Stands, arches, inflatables, flower walls, shimmer walls, and display pieces should always be secured safely during outdoor use.

Returns & Order Issues

What is Ubackdrop's return policy?

Due to the nature of Ubackdrop products, returns are handled through store credit or replacement orders only. Refunds are not offered for returned items.
All returns must be made within 15 days of receiving your merchandise.

What should I do if my backdrop or event decor product has a problem?

Please contact support within 14 days of receiving your product. Include your order number and clear photos so the team can review the issue.
If the product has no confirmed problem, it may not be eligible for refund or replacement because of the special nature of the products.

What should I do if my item arrives damaged, incorrect, or different from expected?

Contact support@ubackdrop.com as soon as possible with your order number and clear photos of the item, packaging, and shipping label.
Please compare the received product with your order confirmation, approved proof if applicable, and product page details. Keep the original packaging until the issue has been reviewed.

Need More Help?

Still have questions? Contact us before ordering or as soon as an issue appears.
Email: support@ubackdrop.com
For faster support, please include your order number, product link, event date if relevant, and photos or screenshots when the question is about damage, design, size, color, shipping, or delivery.