Help and FAQ
Can I cancel my order?
- We often start processing your items within 24 hours of receiving your order. If you want to cancel the order, please email us, we will try to cancel the order for you, but our cancellation policy has some restrictions. If your items have been shipped, printed by the vendor, or have been sent to the proof of the print backdrop, unfortunately, the order can not be canceled. If you choose to continue to cancel the order, you will need to pay 25% of the order amount for the printed item as cancellation fee.
Has my order shipped?
- Click the "My Account / Order History" at the top of right hand side of our site to check your order’s status. If your order has been shipped, we will send you an e-mail to inform the tracking number.
How do I track my order?
- Click the "My Account / Order Status" at the top of right hand side of our site to track your order.
How do I change my address?
- If you need to update the shipping address and the item hasn't been shipped yet, you can contact our customer service and change the package delivery to any address, for free; But if you want to change your order information such as shipping address after your item has been shipped, you’ll need to pay $13 for this. ( Katebackdrop has no access to change the order information like shipping address for you, once your item has been shipped, we need to pay the third party logistics service providers to do this.)
How do I create an account?
- Click "Create an Account" at the top of the site to enter your name,email address and password. Log in to your account by email address and password.
How do I edit my account information?
- Click "Sign in" at the top of the site to log in to your account and add or modify your address information in "View Addresses"
How do I reset my password?
- Click "Sign in" at the top of the site, click "Forgot your password?" Under the login box, enter your email address, we will send an email to help you reset your password.
How do I use a coupon?
- After adding the products to shopping cart, click the link "Cart" at the top of this website to view your shopping cart and click the "CHECKOUT" button. On the right side of the checkout page, you'll see a box where you can enter your coupon code. Please check How to use coupon code?
Shipping and Return
- Please click "shipping policy" or "return policy" at the bottom of our website.
We ship to all over the world!