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Frequently Asked Questions

Product Questions | Pricing and Ordering | Design Files | Shipping | Graphic design service | Warranty and Return Policy 

Product Questions

Q. How long does it take to set up?

A. Triple Discount Displays trade show displays are quickly set-up on site and quickly pack-up at the conclusion of your event. Awe retractable banner stands take about 1 minute to set up. Just take it out of the carry bag, pull it up and set the collapsible pole in place. Graphic panel 10-foot pop-up displays take about 10 minutes to assemble after you are familiar with assembly. The first time to set it up might take 30 minutes. Fabric 10-foot pop-up displays take about 5 minutes to assemble and 5 minutes to pack-up.

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Q. Are your products easy to transport?

A. Yes! Our products collapse into a compact form and expand to full-display size on-site. Most products come in a carry bag for easy transport in a car. Photomural popups include a roller wheeled hard case. Brilliant Fabric popups include a duffel bag. Please see the specific product page for a description or photo of the carry bag / case.  You can buy an optional small hard roller case for fabric popup displays.

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Q. Are the stand/frame and graphics mural/banner included together in the price?

A. Yes! What use is the stand without your graphics mural or graphics fabric on it? Unlike others who separately sell these, we include both stand/frame and mural/banner graphics in the price unless specifically noted. This is a significant discount off the total price!

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Q. Can you do custom work?

A. Yes! Perhaps you have rented a trade show space spanning multiple booths or have several retail stores to upgrade, please contact us with your design. You are buying from our factory store, and will save both the retailer and distributor markups.

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Pricing and Ordering

Q. How do I order?

A. Please use our secure website to order your products. Your information is encrypted in transit and secure. After placing your order, please send us your graphics designs. Upon confirmation of your design(s) to print, your display is custom manufactured and then shipped.

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Q. What payment methods do you accept?

A. We accept Visa, Mastercard, Paypal payments and payment through other cards that Paypal accepts as payment. 

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Design Files

Q. What format should I save my file in?

A. Please see the GRAPHICS link at the top of the site.  Please submit print-ready TIFF files.  Files should be CMYK/8 color space, to the exact 100% print-size, no bleed past the borders, all layers flattened, saved as TIFF for PC, then zipped before uploading. 

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Q. Can you tell me the print size to design my files to, and how to send them to you?

A. Please see the GRAPHICS link at the top of the page for the specifications for most products.  For other products, the print area is listed on each product's description page.  After receiving your order we will send you an email with your order number.  Using your order number, please upload your files to the UPLOAD FILES link at the top of the site.  Alternatively, you can send your TIFF files to us via an online file-sending service (noting your order number), or request a dropbox shared folder.  If the files are small of under 15MB, feel free to just email them to us.

Q. I am not a designer, can you create my display or banner design for me?

A. Yes, this is our "Design Service Time" product listing.  Please see our "Graphic Design Service" below.

Shipping

Q. Can I ship to a PO Box?

A. The carriers that we ship by (Fedex, UPS, DHL) all require a physical shipping address, for example your company street address. 

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Q. How long does it take for my product to arrive?

A. For most products, your delivery date is about 7 business days from the time your graphics design is received and confirmed by us.  This is 3 business days for production and generally about 4 business days for shipping transit by the carrier.  Production for most products (not fabric products) can usually be rushed with a priority rush fee, reducing the production time from 3 business days to 24 hours.  For Package Deal #1 or non-fabric pop-ups, this is $200.  To Rush, add the Rush item found in the Services category of the Product List.

For dye-sublimated fabric displays such as Package Deal #2 or the 10 foot Brilliant Fabric display, production is 3-6 business days, and generally 4 business days for shipping transit by the carrier, totaling about 7-10 business days.  Fabric displays and Package #2 can be rushed, a total of about 5-6 business days instead of 7-10 business days, for a rush fee of $250.  Please see the rush fee add-on found in the Services category of the Product List.

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Q. How much is shipping?

A. Because of our high volume air shipping, we have obtained discounted rates and pass the savings onto you. Shipping is a flat rate depending on the item and is listed on each specific product’s page. Quoted shipping prices do not include shipping insurance. If you wish to purchase shipping insurance, an additional charge will apply.  Listed rates are to the entire US (including Alaska and Hawaii) and Canada.  We do ship to Puerto Rico.  

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Q. Do you ship internationally or directly to my trade show?

A. Yes. If your company is in another country other than the US or Canada, we can still ship to you.  The shipping rate will be slightly different.  Please send us an email listing the products you want to order, and we will calculate the shipping to your door. 

We have 220V-240V lights available on the site.

Any import or European / EU VAT duties (if any) should be paid by the receiver as we cannot pay the import or VAT tax (if any) on your behalf in advance.   Be aware that carriers deliver within a window of time, and we cannot guarantee a precise delivery date/time by the carrier.  A show's crowded receiving dock's hours may be limited, and your show organizer may charge you for receiving your package.   Please ensure that your shipping address is correct when placing your order as your order will be shipped to the shipping address that you indicate on when you checkout online.  We suggest that you ship directly to your company well ahead of time.

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Graphic design service

Q. Do you have graphic designers that create our design for us?

A. Yes! If you don’t have your own graphic designer on staff, we can help you. From some basic materials such as your logo, product photos and text, etc, our in-house graphic designers can create your design. Our rates are $225 for 3-4 hours which is usually enough to design a package deal or 8-10 foot display based on your mockups/layouts, high resolution photos/images, logo and text. 

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Q. Does a Package Deal's or booth package's component contents need to produce and ship at the same time to the same address?

A. Yes.  The Package Deal or booth package is considered a single item that cannot be broken up in time or shipping destination.  Package Deals are specially discounted based on production of all the items at the same time, and shipping together to one address.  Separate processing, production and/or shipping of items left off will incur additional processing/production/shipping charges, so please design and submit everything ahead of time.  

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Warranty and Return Policy

Q. What is the warranty?

A. We test install every display before we ship it to you. We are committed to quality materials and workmanship and understand that you want to be up and running from the moment you receive your trade show displays. As such we provide a limited 30-day warranty against production workmanship and materials under normal indoor trade show use, excluding any abuse, modification, repair by 3rd parties, accident, or misuse.  Use not in accordance to the instructions is not covered by the warranty.  Popup display frames are provided with a 3 year warranty.  This limited warranty does not cover any incidental or consequential damages and is in lieu of any other implied or expressed warranty. Any repairs that are done under this warranty do not include shipping and handling; all shipping and handling is at the expense of the purchaser. 

Pop-up frames are very simple, and basically made from aluminum poles and connectors.  In the rare event you need a part, as we are a manufacturer, parts are readily available for all current and immediate previous models.

For repair or exchange warranty service, you must obtain a Return Merchandise Authorization number (RMA number) from customer service and then return the entire product include all the original packaging, accessories, instruction manuals, hardware, graphics, and promotional items.  At our option we will choose whether to repair or replace the items sent for warranty service.  Shipments must be sent by Priority Mail or Express Mail, include a tracking number and arrive within 5 days of the original return request. We recommend that you pad, carefully pack and insure your return package.  If we find that the product was not used in accordance to the instructions or otherwise is not under warranty, we will not send the product back to you.  Use not in accordance to the instructions is not covered by the warranty. 

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Q. Can and how do I return my purchase?

A. All orders with the exception of those listed in the next section below may be returned within 3 days of delivery for a full refund of the product cost. Shipping and handling charges are excluded from refund, and any return shipping shall be borne by the purchaser.
To return or exchange products, you must contact customer service for an RMA number. All product returns must be new, unused and in the original packaging. You must return all included materials such as instruction manuals, accessories, cables. Any and all free or promotional bonus items that were sent in conjunction with the order must also be returned.  Return requests must be made within 3 days of product receipt. Returns must accompany a completed RMA form, and the RMA number needs to be clearly written on the package. The RMA form is available from customer service when requesting the RMA number. We cannot provide exchange or credit without confirmed receipt, and cannot be responsible for damage during shipping. Shipping and handling charges cannot be refunded. A return shipment must include the entire product and include all the original packaging, accessories, hardware, graphics, and promotional items.  Shipments must be sent by Priority Mail or Express Mail, include a tracking number and arrive within 5 days of the original return request. We recommend that you pad, carefully pack and insure your return package.  

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Q. What products can be returned?

A. Customized orders are excluded from refund and may not be returned. Customized orders include any graphics design service, graphics, custom printed products, custom altered or custom built products.  For items which are composed of a non-customized frame/other hardware, and printed graphics, the non-customized frame/hardware is 50% of the value of the product.  The customized printed material is the other 50% of the value of the product.  Any returns of non-customized hardware incur a 15% restocking fee and must be new and unused.  After the time you submit graphics files for custom printing and production, production may start immediately and may ship at any time before the production time listed; once graphics are submitted an order cannot be canceled, and will be considered a return.  

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