Frequently Asked Questions
Order Timeframes
How long does it take to process an order?
Backdrop and Cutout production time varies by material. Premium Vinyl and Poly Paper are the fastest materials to produce (from as little as 1-3 business days), and as little as 5-7 business days for Stretch Fabric and Fabric Sleeves with our Express Print & Ship option.
Standard (non-express) production time for Stretch Fabric and Fabric Sleeves is approximately 3-4 weeks as we print in large batches so that we can offer bigger discounts to our customers.
If you are working with a specific timeline, please get in touch and we can advise you on the best option for your needs.
Once your order has finished printing, it will be dispatched by Australia Post or one of our courier partners.
Delivery timeframe depends on your location.
Shipping
Who do you ship with?
Australian Orders
Standard Delivery -Â Your order will be shipped with our standard couriers - Aramex, Couriers Please or Australia Post - depending on the products in your order and your location.
Delivery timeframes vary depending on your location. East Coast metro delivery is approximately 2-3 business days, West Coast and regional areas can take approximately 10 business days or more.
Please allow for delays during peak periods. All Standard Delivery parcels are shipped with Authority to Leave.
Express Shipping -Â Your order will be shipped with Australia Post Express Post, Star Track or TNT, with delivery timeframes of approximately 1-3 business days, depending on your location.
Production timeframes are as per the description on the website and are NOT printed any faster if you select express shipping.
All Express Shipping parcels are shipped with Authority to Leave.
International Orders
All international orders are shipped express with UPS or Australia Post International Express.
Delivery timeframe is approximately 3-5 business days to the US, Canada, UK and NZ.
Please contact us for delivery times to other countries.Â
All orders are shipped with Authority to Leave.
Do you ship internationally?
Yes, we ship to most countries worldwide. Shipping times and rates vary by location.
If you cannot see your country at checkout, please contact us and we will check the available shipping options for you.
Will I have to pay taxes or tarriffs?
Your country may charge a combination of import taxes, duties or tarriffs on imported goods.
Please note that any duties, taxes or tarriffs are the sole responsibility of the buyer and may be payable upon delivery of your order.
These are charges from your government and are not part of the shipping fees that you have already paid.
Product Help
Can I use my backdrop for a Cake Smash?
Our Premium Vinyl backdrops and Infinity Mats are perfect for birthday Cake Smash pictures and newborns! So don't worry about the mess. Just take a damp cloth with water and/or a gentle cleaner (like soap) and wipe clean straight after your photo shoot. Easy!
Our Fabric Frame Sleeves are also suitable for cake smash.
We advise cleaning the backdrop as soon as your photo shoot is over, as it may stain if icing or food is left on it for a prolonged period.
Always test the icing or food on a small area near the edge of the backdrop before using all over to ensure that it does not leave behind any colour, as some colours have more pigment than others and we cannot guarantee that all colours or foods will not stain.
Are your Fabric Frame Sleeves compatible with frames from other companies?
Yes! Our fabric sleeves are compatible with frames from Easiframe, Graceland Designs, and various other silicone edge graphic suppliers.
Please contact us if you wish to confirm compatibility with other brands.
Will the colours be a perfect match between the different materials?
Printing on different materials using different printing processes means that there will be a colour variation between materials.
We cannot guarantee a perfect match if you choose to use a combination of materials, different size backdrops together, or ordering the same prints in different printing batches.
For the closest possible match we recommend ordering your backdrop prints on the same material in the same batch.
Please contact us prior to ordering if you wish to confirm compatibility.Â
How do I remove creases from my backdrops?
For vinyl backdrops, you can tightly roll the vinyl the opposite way to the crease, and leave standing upright to help reduce any creases caused by laying them flat on the ground.
You can also lay the backdrop outside in the sun, or use a hairdryer on the unprinted side of the vinyl to drop any stubborn creases.
For Stretch Fabric backdrops, you can use a handheld steamer to quickly drop out any creases, or put the backdrop in the dryer for several minutes with a damp tea towel to help steam it.
For Fabric Frame Sleeves, we recommend using a handheld steamer if necessary. Do not tumble dry.
Do you use AI to create your backdrops?
Some of our backdrop designers employ the use of Artificial Intelligence technology to create backdrop designs which can result in some oddities appearing in images. The overall image clarity may not be as high as photographed sets or graphically designed images.
AI created backdrops photograph as intended when used at a normal vieweing distance with standard camera settings.
Photography backdrops in general are not designed to be viewed/photographed up close but at a distance where then entire backdrop is visible.
Will I get any glare on my backdrop?
Our vinyl backdrops are printed on a satin finish vinyl material and can be used with both natural and studio lighting.
We cannot guarantee that all of our designs will be glare free in all lighting scenarios, therefore we recommend having a good working knowledge of various lighting techniques in order to avoid potential reflection.
Some darker prints may be more sensitive to certain lighting and may require softer lighting for optimal results. We recommend having a good knowledge of lighting and practicing "feathering" your light, especially when working with dark vinyl backdrops.
You are welcome to contact us with any queries prior to purchasing.
When using lighting with your vinyl backdrops please be aware that you may need to adjust the intensity or placement of your lights and/or backdrop so as to achieve the desired results. Fixed lighting in your studio as well as ambient lighting also need to be taken into account as they may affect your results.
If you are not confident with lighting vinyl backdrops, we recommend trying our Stretch Fabric material instead as this has a completely matte finish.
Order Issues
My order arrived damaged. What do I do?
If your order has been damaged in transit, please email us within 24 hours of delivery with multiple photos of the damaged product and packaging so that we can lodge an insurance claim with the carrier.
If you feel that your order has a manufacturing fault, please advise us within 24 hours of delivery with multiple photos of the issue so that we can assess and arrange for a replacement if necessary.
Do you accept returns?
All sales are final.
We do not accept returns unless an item has a manufacturing fault, in which case we will arrange for a replacement.
If you believe your item has an issue, please contact us within 24 hours of delivery with photos showing the issue.
We do not accept returns for change of mind, minor colour difference, delays in delivery or if the item is not being used correctly according to standard practices.
My order arrived late. What can be done?
Unfortunately printing delays can occur during our peak periods, and courier delays are beyond our control.
We do not accept any responsibility for orders arriving late due to these circumstances.
If your order is required for a specific date, we recommend allowing extra time by ordering early to avoid disappointment.
We do not accept returns or provide refunds in these circumstances.
Can I cancel/refund my order?
All sales are final.
Any order cancellations are at the sole discretion of Oz Backdrops & Props, and cancellation fees may apply.
We begin processing orders as soon as we receive them, and all products are custom printed to order in the material, design and size that you select. Once the printing process has begun, we cannot make any changes to your order.
Please do not plan your photo shoots or events based solely on our turnaround times as they are provided as an approximate guideline, and peak busy periods or unforeseen delays may occur, and shipping times will vary to different locations.
Please wait until you receive your backdrop before scheduling photo shoots with it, as we cannot guarantee an exact delivery date.
Account Info
Do I need an account to place an order?
No, you can check out as a guest.
However, creating an account allows you to track orders, manage returns, save your shipping details, and access Store Credit or rewards more easily.
How do I update my account details?
You can update your name, email, password, or saved addresses by logging into your account dashboard.
All changes are saved immediately and used for your future orders.