Step and Repeat FAQ - Common Questions

Below are answers to some of our most frequently asked questions.

Getting Started

I don't know where to start.

Don’t worry! Our sales team will walk you through the process from start to finish. From helping you find the right product to instructional videos and more, we will ensure that you have all the information you need to succeed.

I don't know what to put on my backdrop.

When considering what to put on your backdrop, we suggest you focus on the following three things:

  1. How can you best amplify your message?
  2. How can you showcase your sponsors/brand?
  3. How can you engage your audience and invite them to share their experience?

Still unsure? Let us know what you’re looking to achieve and our amazing designers will work with your sales representative to turn your idea into a reality.

I have wacky or high coverage artwork.

Our system often gets used for step and repeats, but can have anything you can imagine printed on it at no extra cost. We don’t charge based on the number of colours used or coverage.

I don't see your product used in the way I'm envisioning.

We do so many projects that it’s impossible for us to highlight them all. If you have a unique idea, talk to one of our sales representatives. They will help you find the best product to bring your vision to life.

I'm looking for so much more than just a backdrop.

We may be a national leader in photo-friendly fabric backdrops, but it doesn’t stop there. We offer a wide array of red carpet accessories including stanchions and ropes, red carpets, lighting, life-size cutouts, and easel boards.

We also offer a comprehensive selection of other display solutions, both big and small, as well as the ability to provide custom solutions to meet your needs.

I don't see the size I need.

We are able to offer seamless fabric prints up to 10′ high with running lengths of 50′ or more. If you are looking for a specific size to meet your needs or your venue, talk to one of our sales representatives. We have a variety of hardware configurations, suppliers and custom solutions that we can work with to help your vision become a reality.

How much is this going to cost me?

Unfortunately, this isn’t a question with one answer. Your final cost will depend on the specific product you’ve ordered, whether you fit within our standard production timeline, if you’ve included any addons, and shipping costs.

The best way to get an idea on price is to talk to one of our sales representatives. They will be able to help you find the right solutions for your needs and provide you with a quote based on your specific order details.

How long before I can have my product in hand?

How quickly we can deliver your product depends on three things:

1) Artwork – We can’t create your product until the artwork has been finalized. We find that this is the longest part of the process for first-time buyers. You can speed this process up by coming to us with a detailed idea of what you’re looking for and ensuring that you provide feedback on proofs promptly.

2) Production – Our standard production turnaround is 3 business days from artwork approval. If you’re on a tight timeline, you can request RUSH service. For more information on RUSH service, talk to your sales representative.

3) Shipping – How long this takes depends on where your product is going. Your sales representative will give you an estimate of expected transit time. For most urban areas in Ontario, shipping is overnight. Depending on your location, expedited shipping may be available outside Ontario.

Designed By Us

I don't know how to design one of these.

We understand that not everyone is a designer. That’s why we have amazing designers on staff who can help turn your vision into a reality. Basic layout with provided elements is included in your purchase price.

*Intensive designs that require a high number of revisions or sourcing of images/elements may incur an additional design fee.

What do I need to provide?

We will require any logos/images/text that you would like on your backdrop and any thoughts you may have on the layout.

Vector-based images are always preferred as they can be scaled without loosing quality. They often come as .ai, .eps, .svg, or .pdf files.

Pixel-based images may also be acceptable depending on the size of the image. For large format printing, it is recommended that these images have a resolution of 150 ppi at print size.

I don't have all the elements I need / Poor quality elements.

Not sure if you are going to be able to gather all the logos you need to create the design you’re envisioning? Don’t sweat it. We have access to a large database of logos and can work with you to help get the right logos/images from sponsors. If we are unable to find an element at the size we need, our designers may be able to recreate it!

Do I get to see a proof?

We never move an order into production without final confirmation on artwork. We will construct a proof with your provided elements and send it to you. Then you provide feedback on the design; What you like and what doesn’t work. Try to be as complete as possible in your feedback on the design. Our team takes your feedback and makes some changes, you get a new proof and provide more feedback. When we’ve gotten it just how you want it, you just have to let us know that the artwork is approved for production.

*Designs that require a high number of revisions may incur an additional design fee, charged hourly.

Designed By You

Do you have templates for your products?

We are able to provide graphics templates for our products. If you are designing your own artwork, you can request a template for your specific product(s) from your sales representative.

What are your artwork requirements?

To ensure best results with your artwork, please follow the guidelines below:

  • Your design should be in CMYK colour mode.
  • If you are using Pantone colours, please leave them as a spot colour or provide a list of Pantone colours with your design.
  • All images and files should be embedded into the document.
  • Images should have a resolution of 150 ppi at print size to maintain detail and clarity.
  • Lower quality images may provide acceptable results depending on application.
  • Outline all text to ensure that there is no change in appearance.
  • File should be created at scale if possible.
  • If designing at half-size, please ensure that you will meet the necessary resolution requirements.
What kind of files do you accept?

We can accept working files built in Adobe Suite products, including Illustrator, Photoshop, and InDesign. We can also accept PDF and TIFF files that have a resolution of 150 ppi to scale.

I don't understand this design jargon. Can you talk with my designer?

If the requests from our design team come across as pig latin, have no fear. We can get your designer in touch with a member of our design team to let them work out the kinks, no translation required.

My file is huge! How can I get it to you?

In the large format printing industry, it is not unusual for files to become quite large, especially if your design is using images. We can accept larger files through file transfer or cloud services such as WeTransfer, DropBox, and GoogleDrive.

Will you still proof my artwork?

We always proof artwork and require your approval on the proof before allowing it to move into production.

Things we check for when we proof print-ready artwork:

  • Accuracy of dimensions
  • Spelling and grammatical errors
  • Colour consistency
  • Image quality

We ask that you do not flatten artwork unless absolutely necessary. Once artwork is flattened, it becomes difficult for us to check individual elements for quality issues.

Shipping

How will my product ship?

The majority of our products ship with Purolator or FedEx. This allows us (and you) to track your shipments with ease and brings your parcel right to your door.

RUSH orders in the Toronto area may be delivered with a private local courier service.

How much does shipping cost?

Your sales representative will quote shipping cost and transit time to your desired delivery address early in your order process. The best way to keep this cost down is to allow enough time for ground shipping. Tight timelines may require expedited shipping.

Can you ship using my shipping account?

If you are interested in using your company’s shipping account to ship your product, talk to your sales representative.

Can I pick up my product?

Unfortunately, we are unable to offer pickup at our production facility. We ship our items with courier services that deliver to your door. If you have concerns about someone being present to accept your delivery, we may be able to have your package held for pickup at a local-to-you courier outlet.

Can you ship internationally?

We ship across North America. It is recommended to allow an additional day of travel time in case there is any delay at the border. In order to ship into the USA, we will require a company tax ID for the commercial invoice. The receiver is responsible for any duties or fees that may be incurred.

Payment

How much do I have to pay to get started?

You don’t have to pay anything to start the order process, but due to the custom nature of our industry, we do require payment of the full invoice amount before beginning production.

Which payment methods do you accept?

We can accept payment with Visa, MasterCard or cheque.

If you are paying by cheque, we require a preauthorization on credit card if you would like the product to ship before receipt of payment. Talk to your sales representative for more information.

We are no longer able to accept payment via American Express. 

Why aren't your invoices Net-30?

Due to the custom nature of our products, we are unable to offer net day terms. Repeat customers may be eligible for our credit application. Talk to your sales representative for more information.

Guarantees

Customer Service Guarantee

We want you to be amazed with the turnaround times and quality of products Kick Ass Media offers, excited by the innovation in displays and branding it provides and satisfied with our team’s level of service, availability and reliability. Our singular goal in service is to consistently provide Kick Ass Experiences.

In order to achieve this we ask that you:

  • Request delivery of products at least 2 days in advance of your event
  • Supply either Pantones or existing branding collateral to match colour
  • Provide clear delivery instructions at a location which is staffed
On Time Guarantee

We will deliver to the requested address in any large urban centre on all paid for products by the date promised. If we fail, we’ll automatically credit your account $100. If the delay results in the product no longer being of value, we will take back the product and return the original purchase price including shipping to the customer. This commitment does not apply to situations where we make an explicit statement that we cannot guarantee a timeline or the means of delivery within a particular timeline. In any and all cases we will do everything in our power to expedite rush orders and/or delayed deliveries.

*Subject to some conditions. Please talk to your sales representative for further details.

Colour Match Guarantee

We will get your colours right either by matching existing brand collateral or by using your preferred spot colour matching system (ie. Pantone Color Match). In the event that you do not provide either a Pantone match or are supplying graphics we will ensure that the machines used will be colour tested in advance of printing to ensure colour accuracy. If you are concerned about print quality or colour accuracy but are unable to provide Pantones or are using primarily graphics, we will run on request a sample print for you to review. If you are not satisfied with the result, we will either reprint or if the delay results in the product no longer being of value to you, we will return the original purchase price including shipping to you.

*Subject to some conditions. Please talk to your sales representative for further details.

Product Guarantee

We will sell you the right product and material for your particular application based on your event lighting and the particulars of use. If you don’t love the product or it fails to perform to the expectation set by our sales team we will return the original purchase price including shipping back to you and give you a $100 credit towards a product that better fits your needs.

*Subject to some conditions. Please talk to your sales representative for further details.

Step and Repeat Backdrops Amplify Your Event Message

Since we’ve spent so much time working with experiential marketing agencies and understanding their goals and audiences, consumer brands love working with us. In fact they love us so much that we are Canada’s top step and repeat backdrop supplier. We just get it. We’re not just a printing company, we’re a print company for experiential marketing. Our customers use step and repeat backdrops to inform, engage, entertain, celebrate, and showcase everything from products to signature occasions. They are the perfect fit for any venue, either indoors or outdoors.

Do it right the first time. It will save you!

Call today and let's discuss your event options.

Toll-Free: 1.877.958.7809