FAQ

WHAT IS YOUR ORDER PROCESSING TIME?
All backdrops and floors are made to order.
Production turnaround times are as follows:

• Wrinkle-Free Fabric, Versatile Fleece, Studio Flex, and Fleece: 7–14 business days

• Carpet Top Mats, LB Pro Floors, and Neoprene Floors: 14–21 business days

Please note that these timeframes are from the date of your order and do not include shipping time. International shipping is available!

WHAT IF I AM CANADIAN AND I ORDER: Fleece, Studio Flex & Versatile Fleece Fabric?
At this time, fleece, studio flex and versatile fleece are printed and shipped from the the United States. Customs charges may apply upon delivery to Canada. By agreeing to our Terms & Conditions at checkout, you acknowledge that Lilly Bear Studio Props & Backdrops is not responsible for reimbursement of any customs fees incurred.

WHAT IF I MISS A SALE?
Promotional sales are only valid for orders placed within 24 hours prior to the sale's start date. Extensions or retroactive discounts are not permitted after a sale ends, as we extensively notify customers of promotions via email and social media.

DO YOU HAVE A RUSH FEE?
Yes! We will absolutely do our best to offer you expedited services if time allows. Please contact us: lillybearstudioprops@gmail.com prior to placing your order to see if we are able to assist you in expediting your order. Additional fees may apply. 

WHAT IS YOUR REFUNDS & EXCHANGES POLICY?
Our Printed Backdrops & Floors are made to order and final sale. Items are not eligible for return unless the item is defective or damaged. Please refer to our STORE POLICY for more information.

WHAT ARE YOUR MATERIAL DESCRIPTIONS?

WRINKLE FREE FABRIC: The ultimate wrinkle free fabric, lightweight with the most vivid and beautiful colours! These can be used clamped to your backdrop stand, tacked to the wall, or used with a magnetic wall/strips on your wall for a faster method of changing backdrops. These can also be used as a floor for newborns (non-moving subjects) if you weigh down all corners. This the ideal drop that will last you a lifetime!

STUDIO FLEX FABRIC: Meet our new Studio Flex Fabric—built for simplicity, speed, and savings! A featherweight material, that delivers a smooth appearance with a  stretch, very similar to our Wrinkle Free Fabric . Making setups effortless, whether you're magnetizing, pinning or clamping into place. Great for on-the-go creatives, or anyone looking for a budget friendly solution.  Also available as an SEG print (Silicone Edge Graphic).
RECOMMENDATIONS: If you have dark or colourful walls, metal strips etc. For optimal use, select mid-to-deep toned designs when working in such settings. As this material is lighter and thinner. It will be semi-transparent, therefore we advise to steer clear of pale or white designs.

SIGNATURE FLEECE: Crafted with versatility in mind, this fabric combines the cozy feel of fleece with a lightweight thin profile just like our Wrinkle Free Fabric. It offers a gentle texture and just the right amount of stretch, making it easy to work with, store, and reuse. Designed to provide quality at an accessible price, this material is a smart addition for photographers looking for dependable performance without the premium cost and available in ALL sizes!

FLEECE BACKDROPS: This is a a thick high quality polyester matte fleece fabric (non-glare). These print with stunning bold colours! It is hemmed on all 4 sides, wrinkle free, foldable, durable and easy for transport. These can be clamped to your backdrop stand, tacked to a wall, or used with magnetic wall/strips for a faster method of changing backdrops. These are great to use on top of our mat floors, as it limits movement of the fleece to allow photos of newborns or kids.
***Fleece backdrops will loose an overall 1-1.5 inches on each height & width due to the hemmed edges. Only available in sizes 60x50, 80x60, 8x6, 8x8 and 10x8.***

CARE: Wrinkle Free Fabric, Fleece, Signature Fleece & Studio Flex Fabric backdrops can all be folded for easy storage. These may be washed using a delicate or cold water setting and dried on low heat. If you need to remove any crease lines, simply place it in your dryer for 10 minutes or use a steamer prior to hanging

WHAT IS THE BACKDROP & FLOOR ORIENTATION?
Our Products are all listed in Canadian Measurements. All sizes shown will be shown as WIDTH x HEIGHT. 
Example Of Backdrop: 7x5ft backdrop is 7 feet wide and 5 feet tall.

WHAT ARE YOUR FLOOR DESCRIPTIONS?

NEOPRENE FOLDABLE FLOORS: These Neoprene Foldable floors have it all; highly durable, wrinkle free, foldable for easy storage. No more sides rolling up on you! Can be folded and stacked for easy storage or rolled and secured. It is advised to fold your neoprene loosely for storage.

**ADVISORY**: Cakes are highly advised to be used on DARKER neoprene floors. Use on lighter colour floors with a white cake at your own risk. For it to clean effectively it must be cleaned right after, ONLY using the grandmas secret stain remover.

MAT FLOORS:
Our Mat Floors are extremely durable, tear resistant and feature a non-slip rubber backing with a soft fabric felt style carpet topping. We highly recommend these floors for continual use based on their durability and amazing use for a multitude of sessions. Mat Floors are printed on a raw material, therefore will take time for the material to relax and lay flat after arrival. The floors will print showing every design detail, which may include small imperfections/markings, this is not a mistake or flaw. 
NOTE: Mat Floordrops may vary in shade once printed due to the print colour tone on the raw material used.

LB PRO FLOORS: The revolutionary new floor for the photographer who wants the very best! These new pro floors have it all; highly durable, wrinkle free, rolled for easy storage, and most importantly, completely wipeable! No more scrubbing fabrics or washing. Super easy to clean with regular household cleaners.  Water resistant. The absolute perfect floor for your cake smash and bubble bath sessions! 

**ADVISORY**: We do not recommend leaving any icing overnight. For best results, clean as soon as possible.

Pro Floor CARE: We recommend any household cleaners for easy clean up. Baby Wipes, Lysol wipes, dish soap, Mr. Clean, Multi purpose floor cleaners, Magic Eraser, have all been tested and work very well to clean up any mess. We DO NOT recommend using bleach as it may strip colour from printed floors.

Please ensure the floor is completely dry before storing.

NOTE: LB Pro floors are true to colour, however will print very matte.

WILL MY BACKDROP & FLOOR LOOK EXACTLY THE SAME IF I PRINT THE SAME DESIGN ON TWO DIFFERENT MATERIALS?
We do not guarantee an exact colour match between backdrops and floors printed on different materials. When purchasing two different materials for a set, you acknowledge and accept the risk of potential color variation.

To achieve the closest possible match, both items must be:

• Printed on the same material, and

• Purchased within the same order,
  as variations may occur between different print runs.

Please note that our Fabric, Fleece Backdrops and Neoprene, LB Pro, Carpet Top Mat Floors, are produced using different printers, materials, and colour profiles.
As a result designs will typically appear different in colour or shade between different materials.

No refunds, exchanges or returns will be allowed in the event that your set does not match.

DO YOU SHIP INTERNATIONALLY?
We absolutely ship World Wide! International Shipping is available at check out. If there are any issues with selecting a shipping option upon checkout , please email us at: lillybearstudioprops@gmail.com for further assistance.

EXCEPTIONS FOR PROCESSING/DELIVERY TIMES?
Please be advised that delays may occur during heavy storms or major Holidays. 

Most couriers will not deliver to a PO Box. Please make sure your provide a proper shipping address that does not include a PO Box. If this is an issue, please email us at lillybearstudioprops@gmail.com

Please email customer service at lillybearstudioprops@gmail.com if you need assistance expediting an order. 

Please reach out before placing your order if you have questions regarding our processing times, as your order cannot be canceled once placed.

DO YOU TAKE CUSTOM REQUESTS?
If you would like to have a custom design printed, please email us at: lillybearstudioprops@gmail.com. A custom file setup fee of $25 will apply.

WHAT ARE YOUR OFFICE HOURS?
Monday-Friday 9:00am - 4:00pm
Excluding all major Holidays