Order Status

What happens after I place an order?
You will receive a confirmation email and a Solutions Specialist will contact you about your order. Our normal turnaround time is 2-3 business days, however some displays and items do take longer to produce. Your Solutions Specialist can give you a firm delivery date once the order is placed. If you selected our design services, one of our designers will contact you to discuss your design needs and time needed to complete your display design. If you are uploading print ready art files to our FTP tool, we prefer Illustrator .eps files with all fonts outlined and any images at 150 dpi or greater. Always, feel free to give us a call directly with any questions you may have. We are very happy to be working with you.
How do I know if my order has been shipped?
Once your order has shipped, you will be contacted via e-mail. A link will be provided directing you to the order status section of our website, where you can view your tracking information. Click "My Account" at the top right hand side of our site to check the status of your order.
How do I change quantities or cancel an item in my order?
To cancel and/or change quantities of an order, call Customer Service at 877-963-6873 to discuss the cancellation. A written cancellation request must also be made via fax or email before we are able to process the cancelled order. Cancellation of a custom order may be subject to additional charges. It will be the responsibility of the customer to provide payment for any graphic set-up and/or artwork charges that have incurred prior to final cancellation of the order prior to its completion. In the event that your order has been fully processed and completed, cancellation will not be possible.The cancellation of a production order for which NationalTradeShowDisplays.com has already produced or ordered raw materials may result in NationalTradeShowDisplays.com fully charging for materials and labor or imposing a minimum cancellation fee of up to 50% of the purchase price.
How do I track my order?
As soon as your item ships you will be e-mailed a link to your account. Using this link you will be able to track your package directly from our website 24 hours a day, 7 days a week. You can also call Customer Service at 877-963-6873 to assist you with tracking your order. Click "My Account" at the top right hand side of our site to track the status of your order. If your order does not arrive when scheduled, please contact our Customer Service department immediately. In the event of non-delivery, the tracking number will be used to locate the missing order. Orders not delivered due to address error on our part will be rerouted or replaced immediately. If non-delivery is due to carrier error, a claim must be made against the carrier for replacement costs. While we are not responsible for loss by the carrier, we will do whatever it takes to replace an item in a timely manner at customer cost. It is the customers’ responsibility to file claim with the carrier, however we will assist the customer to expedite the claims process if requested.
What do I do if an item is missing from my shipment?
Please call our Customer Service department at 877-963-6873 if you suspect that some items have been lost during shipping. Keep in mind that items may be shipped from separate warehouses and therefore will arrive in separate shipments. Any item missing due to our error will be corrected immediately.
What do I do if my product has missing/damaged parts?
If there are parts missing or damaged from your order, please contact Customer Service immediately at 877-963-6873. It is important to check your package for delivery condition and parts when your package arrives. Claims must be submitted to our Customer Service Department within three business days of receipt of the product. Any parts missing/damaged due to an error on our part will be corrected immediately. When To submit a shipping damage claim, digital photos may be required to document the damage prior to shipping product back. Parts missing/damaged due to carrier issues will be corrected if the customer reports the damage within three business days, if not, the right for replacement will be forfeited. All packages are insured, however, carrier liability for damages is limited to the day of delivery. Carriers also reserve the right to inspect package damage prior to settling a claim. All returns must be made within two weeks of delivery, once a Company representative authorizes the return. We will do whatever it takes to replace missing/damaged parts.
When will my backorder arrive?
Because everything we produce is custom manufactured, it is rare that an item will be on backorder. Customer Service will contact you with details and an approximate shipping date if a backorder occurs.

My Account

How do I create an account?
At the time of purchase you will be required to create an account. You will be asked to provide your email address and to set up a user password. You will then be prompted to enter billing and shipping information. All information is secured using 128-bit encryption. By logging onto our website and clicking on the "My Account" link, you can change your information at any time.
How do I change my account information?
Account information can be changed 24 hours a day by logging into your account and clicking on the "My Account" link located at the top of every page. To change account information on a pending order, please contact our Customer Service department at 877-963-6873.
What do I do if I forgot my password?
Log onto our website and click the "My Account" link at the top right hand side of our site. Then click "Forgot my password”. Your password will then be emailed to you. Contact customer service at 877-963-6873 if you need further help with or you are unsure of the email address you provided.

Shipping and Returns

Can custom printed orders be returned?
No. We will not accept the return of a used or custom made product or graphic, nor will refunds be given. If there is an error in the product based on the customer’s approval of incorrect artwork, the cost of reprinting the product is the sole responsibility of the customer. It is extremely important for customers to look over the artwork carefully before approving to go to press.
What is your return policy?
If you should return the product(s) for any reason other than a warranty matter, we reserve the right to carry out a full inspection of the items before accepting the return. After receipt of the product(s), condition must be approved by a Company representative, and is subject to a 25% restocking fee. We will not accept the return of a used or custom made product or graphic. Product(s) should be returned in the manner in which it was received. Once payment is received, cancelled orders are also subject to a 25% charge back fee.
When will my order ship?
Once all approval processes and production have been completed, the product will be shipped. Most orders will ship within 3-5 business days once we receive approved artwork, however, because production time for custom products differ from product to product, please allow a minimum of 3 business days for the custom printed product to arrive. See specific product pages for production estimates. Orders with multiple items may shipped separately. You will be emailed a link to your tracking information which can be accessed at any time on our website.
How much is my shipping?
$15 flat rate fee on orders of $100 or less. Ground shipping is free on orders of $100 or more. Any other shipping methods offering a faster delivery will add additional cost to your order. Free shipping excludes truss systems; freight shipping will be quoted separately.
How do I return my product?
To arrange the return of a product, you must call our Customer Service department at 877-963-6873 to obtain authorization for the return. Returned packages will not be accepted without prior authorization.If you should return the product(s) for any reason other than a warranty matter, we reserve the right to carry out a full inspection of the items before accepting the return. After receipt of the product(s), condition must be approved by a Company representative, and is subject to a 25% restocking fee. We will not accept the return of a used or custom made product or graphic. Product(s) should be returned in the manner in which it was received. Once payment is received, cancelled orders are also subject to a 25% charge back fee.
What do I do if I get the wrong product?
If you received the wrong product, please call our Customer Service department immediately at 877-963-6873. We will authorize the return of the incorrect product and will send out the correct product immediately.

Custom Orders

Why is my delivery date important?
Delivery dates are required to begin process of an order. This date reflects the last possible delivery date for your product before your event. Once a date for delivery of finished product is agreed to by both the customer and the Company, we will meet or beat the delivery date you specify. We will obtain your prior approval of any necessary expedited shipping costs.
Do I get an art proof?
Yes. Regardless of whether you create the artwork, or we do it for you, all orders will receive an email art proof. Once the artwork is approved by the customer, production can begin. If a hard proof is required, it can be obtained at additional cost. Contact our Customer Service for details at 877-963-6873.
What is production time?
Standard production time is 2-3 days. Expedited production time is possible – call our Customer Service department at 877-963-6873 for details. Production time does not include delivery time.
What type of artwork do you accept?
For complete details of acceptable file formats for art submission, review "Artwork Guidelines" located on our website. Art templates can be downloaded from the link located on each product's detail page. Using our templates will speed the production process and minimize printing errors. Call Customer Service at 877-963-6873 for details. When ready, you can upload your files by following this link: https://nationaltradeshowdisplays.com/pages/contact-us/upload-files/
Why are art proofs required?
Art proofs are required to ensure that the graphics we are producing in our print studio are exactly what you have requested. When artwork is sent electronically or saved to disk, problems can occur, including problems such as image shifting, font substitution and special effect distortion can occur. Graphics proof approval is the last and most important step in the processing of your order. It is the responsibility of the customer to review their proofs carefully. Once your order approved and printed, your custom product is NOT returnable unless an error was made on our part. Please remember to check your artwork carefully!!

Pricing and Billing

When will my credit card be charged?
Once you have approved the graphics and before production begins, the price which was quoted to you and agreed upon by both client and the Company will be charged to your credit card. Credit card charges must be approved before printing can begin. All credit card information is processed using the high-level 128 bit SSL protection.
Do I have to pay sales tax?
It is our commitment to provide you with the best value, at the best price. We value your business and strive to keep our prices low, and SAVE you money!
Who can answer questions about my credit card charges?
Questions regarding credit card charges should be directed to customer service at 877-963-6873. As with any custom imprinted product, extra charges may apply to your order. We will contact you to discuss any extra charges prior to making changes to your account. Please note that shipping charges provided on this website are estimates. Actual shipping charges may increase due to carrier surcharges and expedited delivery due to in-hand date.
How do I obtain a copy of an invoice?
You can obtain a print and view a copy of your receipts and invoices by logging into your account and clicking on the "My Account" link at the top right hand corner of our site.

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