Frequently Asked Questions

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.

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