QUESTIONS

ORDER PROCESSING TIME: 
All backdrops and floordrops are made to order. Wrinkle Free Fabric, Vinyl, LB Pro and Mat Floor orders will be processed in up to 3 weeks from the date of your order plus shipping time. Orders can take up to 4 weeks for processing if ordered during a sale plus shipping time, due to the high volume of orders.

Neoprene foldable floors will be processed and delivered up to 6 weeks from the date of your order. 

International shipping is available!

RUSH FEE: 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. 

Refunds & Exchanges:
Our Printed Backdrops & Floors are made to order. Unless the item is defective or damaged, the customer will be charged for any/all return shipping costs, subsequently the original shipping costs will not be refunded. Please refer to our STORE POLICY for more information.

Damaged Or Defective:
If your order was received damaged or defective (print error), please send us an email at lillybearstudioprops@gmail.com within 10 business days of delivery. Product must be in its original condition and unused. Photos using your camera and studio lighting of damage/defect must be submitted within 7 days of your initial contact with us. Phone photos or photos under tungsten lighting (pot lighting) will not be accepted as it can make the products appear different.

SALE EXTENSIONS: As Lilly Bear provides sales often to our customers, our policy stands that you will only be eligible for a sale if your order was placed 24 hours prior to the start of a sale. Extensions will not be permitted after a sale is over as we post and email our clients extensively to make them aware of current promotions.

Material Descriptions:

WRINKLE FREE FABRIC: is a best selling material available in all sizes. The ultimate wrinkle free fabric is lightweight with the most vivid and beautiful colours! Wrinkle free fabric is lightweight and foldable which is great for limited storage. These can be clamped to your backdrop stand, tape all corners directly to your studio wall, or use magnetic strips and on your wall for a faster method of changing backdrops.These can also be used as a floordrop for newborns (non-moving subjects), only if you weigh down all corners. This the ideal drop that will last you a lifetime!

VINYL: Our vinyl is recommended to only be used as a floordrop ONLY and is our best floor for cake smashes and easy clean up. Vinyl is a tear-resistant, waterproof, versatile, lightweight and cake smash proof with all icing colours. You can roll it up nice and thin to easily store. Please note vinyl does not have a rubber mat backing. We do NOT recommend using this as a wall backdrop as there can be glare reflected.

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.

NOTE: Neoprene floors will naturally print in a cooler tone due to the raw material used and can print 2-3 shades different then what is seen online. 

**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 floor 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.

Will my backdrop be an exact match if I print the same design on two different materials?
No, We do NOT guarantee matches on the same designed backdrops and floors if they are printed on different materials. When purchasing two different materials for a set, you are knowingly accepting this risk.

If you want to get the same drop that matches the drop MUST be purchased on the SAME MATERIAL and must be purchased within the SAME ORDER, as each print run may result in minor differences.

Our Neoprene, Vinyl, LB Pro & Mat Floors and Fabric Backdrops all use different printers with different colour profiles.  With the use of different printers, materials and colour profiles. Our Neoprene, Vinyl, LB Pro & Mat Floors will usually be two shades different than our Fabric Backdrops. 

We are unable to guarantee a match when purchasing two separate design in 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.

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.

Premium Flokatis:
Presale Flokati orders may not be cancelled for any reason.

While we take special care to make sure colours are represented accurately, every monitor displays colour differently. 
Refunds/exchanges will not be permitted due to how colours appear in person vs. in images.

Can you expedite my order?
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 assistance in expediting your order.
Additional fees may apply. 

Exceptions for processing/delivery times:
Please be advised that delays may occur during heavy storms or major Holidays. Mail can also be delayed if items are sent to a P.O. Box or for those who live in rural areas. 

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.

Copyright Information:

All of Lilly Bear Studio Props and Backdrops backdrop and floor design images are copyrighted. They may not be duplicated, used in or as a digital backdrop, reprinted or copied in any form without written consent from Lilly Bear Studio Props and Backdrops. 

Do you take custom requests?
If you would like to have a custom design printed, please email us at Lillybearstudioprops@gmail.com 
Additional fees may apply.

Still have questions?
Contact us at Lillybearstudioprops@gmail.com for any other questions, we are happy to help!

Office Hours:
Monday-Friday 9:00am - 9:00pm
Excluding all major Holidays