How much does shipping cost?
The shipping costs and transit times will depend on the item(s) in your shopping cart and their associated production lead time(s), the Zip Code that your order will ship to, and the shipping method that you select. You can preview the available methods and costs at any time from your shopping cart page. To quickly preview the shipping rates, simply enter the Zip Code that your order would ship to in the ''Preview Shipping'' box, like this:
NOTE: The shipping preview will show the rates for delivery to a commercial address in the Zip Code that you entered. If you enter a residential shipping address when going through checkout, please note that the rates will be slightly higher than the Preview rate, as UPS/FedEx have residential delivery surcharges.
If I place my order today, when will it ship?
Each item details the production and packing lead time in the "Shipping Time" tab. You can also add items to your shopping cart to display an estimated delivery date range, for each available shipping method, based on the Zip Code or Postal Code that you enter. In general, most orders ship within 4 business days, but please note that larger orders, orders with storage carts and/or black powder coated products, or orders where ECONOMY SHIPPING is chosen (when available) may have an additional production time. We start packing up all of the component parts and cut and sew the drapes once your order is placed. If you have a specific time frame for your order, we urge you to contact us to ensure that we can meet your deadline.
Once my order has shipped, how long will it take to be delivered?
When you add items to your shopping cart, you are able to see an Estimated Delivery date range based on the Zip Code or Postal Code that you enter. Below are general transit times. Certain areas, especially remote locations, may have an additional transit time. For the most accurate shipping speed to your location, please contact us and we'd be happy to assist. The estimated transit times are once an order has shipped (after the lead time for production and/or packing).
East Coast = 1-3 business days
Central and Plains = 2-3 business days
Mountain and Southwest = 3-4 business days
West Coast = 4-6 business days
Alaska and Hawaii = 5-7 business days
Freight (with or without a Lift Gate):
Most locations are within the range of the Ground transit times above, though some areas have an additional transit time (typically +1 business day).
USPS Priority Mail:
1-3 business days. The USPS does not guarantee transit time, and it can vary widely. This is not a recommended shipping method for orders with an urgent or specific in-hand date.
Any time up to 2 weeks from the following business day after the date that you place your order, but not including weekends or carrier holidays.
International (outside of the United States)
2-7 business days
1-3 business days
Your ECONOMY SHIPPING says to allow 2 full weeks for delivery. My event is sooner than that...will I get it in time if I choose it at checkout?
When we offer an Economy Shipping promotion, it is not recommended for customers with an event date that is less than 2 weeks from the following business day after the date of their order. We produce and pack Economy Shipping orders as fill-in work, after orders where shipping was paid for have been completed. We basically offer economy shipping in exchange for having a bit more time to work on your order.
It's also important to note that 2 weeks for delivery begins on the following business day from your order date, and does not include delivery on a weekend or carrier holiday.
Weekend example: if you place your order on a Saturday or Sunday, your order may not be delivered on a Saturday or Sunday that is 2 weeks from that date -- it would potentially be delivered on the Monday after 2 weeks (and only if that Monday is not a carrier holiday; see below).
Holiday example: if you place your order during the work week (Monday - Friday), but 2 weeks from the following business day of your order date falls on a carrier holiday in which they are not delivering packages (such as Thanksgiving Day, Christmas Day, New Years Day, etc.), then your order may be delivered on the next business day when the carrier resumes delivery operations, and that could result in delivery slightly past 2 weeks. If your 2 week delivery window includes multiple carrier holidays in that time frame (such as Christmas Day and New Years Day), then you would not include any of those days for either transit or delivery, and as a result, delivery could end up being a couple of business days beyond 2 weeks from your order date.
Can I pick up my order from your warehouse?
Yes, when you start the checkout process, there is a checkbox for pick up at our Roswell, Georgia warehouse. It looks like this:
When that box is checked, it will automatically populate our warehouse address in the address fields. All you'll have to do is enter your information in the remaining required fields (your name, your phone number, and your email address), and then you'll continue through the checkout process.
If you have checked the pick-up box, but then change your mind (and decide that you'd rather have your order shipped to you), simply uncheck the box and it will clear the address fields for you to enter your shipping address.
Please keep in mind that we'll need to produce the items in your order (particularly any sewn items), and then pack the items in your order. Please see the 'Shipping Time' tab in any product page for the average lead time for each item. We'll update you by email once your order is ready for pick up.
And of course, if you have any questions, we're always happy to help!
What shipping methods are available? Do you ship internationally? How about APO/FPO? PO Box?
During checkout, most orders will display a variety of shipping carriers (UPS/FedEx and Freight Truck), though available carriers & methods vary based on the total size and weight of your order.
If you qualify for ECONOMY SHIPPING, we would choose the carrier and method as long as delivery will occur within 2 weeks after your order is placed. A freight truck (also known as an 18 Wheeler, Tractor Trailer, or Big Rig) may be the method that we use; if so, you will be contacted before your order ships. Likewise, for some orders, especially those with any oversized items that cannot ship by regular Ground service, a freight truck may be the only available shipping option to choose during checkout.
International - we ship to select countries* outside of the United States using a common carrier such as UPS/FedEx or DHL. The shipping rates that are calculated during checkout reflect the transportation fee only. Any miscellaneous delivery fee, such as any applicable duties, tariffs, brokerage, etc., are not included and would be the responsibility of the customer.
*We currently ship our pipe and drape to the following international countries / territories:
Australia, Canada, Denmark, Finland, France, Germany, Iceland, Ireland, Italy, Japan, Netherlands, New Zealand, Puerto Rico, Spain, Sweden, Switzerland, and the United Kingdom.
APO/FPO - we apologize, but because of restrictions from the primary shipping carriers that we use, we cannot ship to an APO/FPO address. A physical street address is required for delivery.
PO Box - we do not ship to a PO Box. During checkout, please provide a physical street address for delivery.
I see options for Freight (With Lift Gate) and Freight (No Lift Gate)....what is a Lift Gate?
If you select a Freight shipping option at checkout, it means that your shipment will be delivered by a freight truck (you might also refer to these trucks as "18-wheelers", "tractor trailers", or "big rigs").
If you have a high loading dock available for freight truck deliveries -- one where a freight truck can back-up flush to the loading dock area -- then you wouldn't need Lift Gate service. However, if you do not have a high loading dock, you will probably want to choose the Freight (With Lift Gate) option*.
A Lift Gate is a motorized platform on the back of a freight truck that will physically lower pallets, and any other items that are able to fit on the Lift Gate, down to the ground so that you can then take your items inside.
*For smaller orders, such as a handful of oversized pipes that can't otherwise ship by a standard Ground method due to the box size, you may not need a Lift Gate for delivery. However, keep in mind that if you choose a freight option that does not include a Lift Gate, it would be your responsibility to take all of your items off of the freight truck by hand. If you have any questions about how your shipment will be packed (on pallets, etc.), please contact us and we'll be happy to help.
One last note: a freight truck delivery does not mean that the freight company or driver will bring the items inside for you. If you choose the method with a Lift Gate, they will drop off your shipment at the ground level outside. If you will require any additional freight services, such as Inside Delivery, Delivery Appointment, etc., please contact us for the cost.
How do I apply a Coupon Code to my order?
Throughout the checkout process, simply locate any of the "Apply Coupon" boxes and enter your code in any of them. Let us know if you need any assistance!
How are your prices so low? I received a quote from another company and it was WAY more than yours.
It's easy to offer the best pricing when you are the manufacturer of the majority of the products that you sell! For any item that we don't manufacture in-house, we make sure we are getting a great price, and in turn we are happy to pass those savings along to our customers.
Can I place my order over the phone?
We use an electronic ("e-sign") software for manual ("offline") orders, but please note that we do not accept payment or verbal orders over the phone. If you would like to receive a no-obligation quote, please give us a call at 770-442-8777 (Monday - Friday, 9:00 AM to 5:00 PM Eastern) or email us and we'll be happy to assist.
What payment methods do you accept?
We accept credit card payments by Visa, MasterCard, Discover, and American Express. PayPal is also offered during checkout. We also offer a "Prepay By Check" option during checkout, where production would begin once your check is received and cleared in our account (at this time, check payments are limited to the United States only).
Qualified academic institutions and government agencies with a subtotal of $250.00 (merchandise / items; not including shipping and/or taxes) may issue a Purchase Order on Net 15 terms (payment is due 15 days after receipt of order). Please contact us for Purchase Order instructions.
We are tax exempt. What do you need from us?
Sales tax is charged to orders that are shipped to states that require us to collect and remit sales tax. This list of states will likely continuously evolve under the guidelines set forth by each individual state as it pertains to their criteria for sales volume, transaction totals, collection start dates, etc. Although at this time we are only collecting sales tax for orders shipping within these states - or picked up at our physical location in Georgia - you may be subject to a user tax in your state or physical location. Please consult an accountant for details.
Any organization that is tax exempt must provide us with a completed Tax Exempt Certificate and any other required documentation (for example, in Georgia we are required to retain a copy of GA Form ST-5).
Please visit this link to follow the steps for creating an account and submitting your Tax Exempt Certificate (if you have an existing account on our website, please upload your form and enter the email address associated with it). Once we receive your documentation we can mark your account as "Non-Taxable", so that all orders placed on our website (as long as you are logged in to your account) will not be charged sales tax. Please contact us for assistance, we would be happy to help!
We are a U.S. government agency. Are you a member of SAM? What do you need from us?
We are an approved U.S. government vendor through the System for Award Management (SAM). Please reach out to us by phone, email, or live chat and we'll be happy to help!
What is your Return Policy?
Please note that this applies to return-eligible items that are being returned to us. Claims for Damaged, Missing, or Incorrect Items follow a different policy, which is detailed in a separate FAQ.
If you find that you don't love the items you purchased, we do accept returns as follows:
All eligible* returned items must be received back at our warehouse within 30 calendar days of delivery and be pre-approved by having a Return Authorization Number (RA#). Please note that some items are not eligible for a return; any such item will be designated as such on the product page via a required checkbox.
*Please note that we do not accept returns on any product that has been customized to a non-standard item (including custom sized items), cut yardage of fabric, Storage Carts, Stage Skirting (Stage Skirts), and/or items purchased from our Clearance section.
All eligible returned items must be in the same new, unused, and unlaundered condition as they were originally shipped, and returned in and with all original packaging.
All Drapes that are eligible for a return (i.e., does not have a required checkbox on the product page designating it as "No Returns") will have a 50% return fee assessed on such items.
For any order with a paid shipping method (Ground, Expedited / Air, or Freight), there is no Return Fee on metal / hardware items. However, the original shipping cost is not refundable.
For any order with our Free / Economy shipping method, there is a 15% Return Fee assessed to any eligible metal / hardware items returned items. This is to compensate for a portion of the outbound cost of the shipping that was paid by us.
For any order that is picked-up at our warehouse (i.e., selected "Pick Up At Our Roswell, GA Warehouse" during checkout and picked up items directly from our location), there is a 20% return fee on all eligible metal / hardware items received back at our warehouse. This is to compensate for the extra labor and steps involved on our end in completing pick-up orders.
Unless prior arrangements have been made, the customer is responsible for arranging the return of all products and any associated costs of returning the items.
What happens if an item is damaged, missing, or I received the wrong product?
We ask that you please open and inspect all contents immediately upon delivery. We must be notified within 10 calendar days of delivery for any claim of damaged, missing, or incorrect items that were shipped. In order to file a damage claim with the shipping carrier, please retain all packaging and materials for any potential inspection by the carrier.
We will correct any such instance at our expense, with any replacement items being shipped only using the same method (or equivalent in transit time) that was chosen by the customer in their original order.
Can I see a fabric and color swatches before placing my order?
Absolutely -- we encourage it, especially since different electronic devices can display colors differently. The samples are free, and the USPS First Class Mail postage is paid for by us if mailed within the United States.
For international samples and/or expedited sample requests (Next Day Air / Overnight, for example), you will be subject to the cost of shipping only.
Please note that we don't give samples of an entire finished product. That is, we don't send out an entire 8 foot tall drape when you request a swatch sample. The fabric samples are for you to get a feel of the texture and see the color(s) in person, prior to placing an order. Please contact us to request fabric samples.
I'm looking to rent pipe and drape. Do you offer rentals?
At this time, all of our products are available for sale only (we do not have a rental program). However, if you repeatedly rent pipe and drape, we encourage you to take a minute and check the price that you typically pay for each rental. Often our prices are very competitive with rental prices, especially if you rent a couple of times a year or more. And by choosing us, you'll own your pipe and drape!
How do I set up my pipe and drape backdrop?
Setting up your display is an easy and fast process. Please see our guide to Setting Up Your Display for photos and instructions. Contact us with any questions and we'll be happy to help.
I already have some pipe and drape, and I just need to add to it. Can I order individual parts, or do I have to order an entire package (kit)?
We list packages (kits) on our website to make the process easier for those who have little to no experience with purchasing pipe and drape, or need the pieces required to start a new run of pipe and drape, but we also offer every component part (hardware) and drape for individual sale!
What is the difference between Complete Packages and Connecting / Extender Backdrops?
Good question, and the difference between the two is important in making sure that you are ordering the correct items. For more information check out our brief article. If you still have questions please let us know -- we are more than happy to help!
How should I clean / launder my drapes?
Please see our Laundering Instructions for details.
What are base edge protectors?
For those of you that have worked with pipe and drape before, you know that bases without edge protection on the edges can be sharp and raw. Edge protecting helps protect your hands and flooring from the rough edges. All of our silver bases are available with edge protecting for $7.00 per base. If you choose to not have edge protecting, we suggest wearing work gloves when handling the silver bases (which a good practice in general when handling pipe and drape). Note: our black powder coated bases do not have the same rough edges as the silver due to the powder coating process.