FREQUENTLY
ASKED QUESTIONS
OurFAQ’S
Are your mats dual sided?
All of our mats come with a durable, natural cotton canvas backside so you don't have to worry about damaging a delicate fabric face you're meant to shoot on, or have to buy additional accessories for protection. We also believe you should be in complete control of every color added to your thoughtfully curated kit without having to buy a color you aren’t wild about.
How can I expedite my order?
Email info@chasingstone.com with your deadline and we’ll get back to you no later than the next business day. You can also checkout first, then email us with your confirmation number and we’ll discuss your shipping and processing options.
Do you ship internationally?
Yes we do! Please email info@chasingstone.com to explore your options.
How do I clean and store my backdrops or surfaces?
We recommend keeping some of the following items in your kit for quick and easy touch ups:
- White art gum eraser
- Soft-bristled brush or chip brush
- Terry cloth rag (the texture is key)
- Lint roller or masking tape
More info on how to use these basic tools for each specific surface can be found in our Care and Cleaning guide.
Ordering
Processing & Shipping
Please allow 1 - 2 business days to process Fabric Flat Lay surfaces, 3 - 5 business days for Hand Painted Flat Lay surfaces and 5 - 7 business days to process backdrop orders. Orders containing both flatlay mats and backdrops may ship separately and at different dates based on lead time. The shipping time noted at checkout is in addition to the processing time.
Business days are Monday through Friday, excluding U.S. Federal holidays. Orders placed after 4:00 PM PST will begin processing the following business day. Updated lead times and temporary delays due to high order volume will be noted in the pop up message on our home page. Orders are fulfilled in the sequence they are received.
Need your order sooner? Email info@chasingstone.com with your deadline and we’ll get back to you no later than the next business day. You can also checkout first, then email us with your confirmation number and we’ll discuss your shipping and processing options.
Packaging
Flatlay Surfaces arrive rolled on a cardboard core, secured with a retaining band and ribbon, and packaged in our signature branded packaging tube. Orders containing up to 3 same-size painted surfaces will be combined onto a single core and packaged in one branded packaging tube.
If part of your order is a gift and needs to be packaged individually, or you are in need of replacement packaging, add the “Individual Packaging” listing to your cart.
Backdrops arrive individually taped to a cardboard core and shipped inside a reusable, telescopic tube for proper storage.
Returns & Exchanges
Because items are made to order, returns are kindly declined. Exchanges are welcomed within 30 days of purchase if the item is unused, undamaged, and returned in its original condition with all packaging materials which include the inner cardboard core, white retaining band and branded packaging tube.
Customers are responsible for the return shipping costs on exchanged merchandise.
Email info@chasingstone.com to initiate an exchange.
Care & Cleaning
Hand Painted Backdrops
- Always store and transport your backdrop tightly rolled and taped to the cardboard core provided.
- Never crease or fold your backdrop. Light dents and creases can be minimized by ironing the backside on high heat without steam.
- Dry debris and powder can be effortlessly removed with a soft-bristled brush or sticky lint roller.
- We recommend treating stains immediately for best results. Footprints and other oil-based stains can be removed with a dry rag or sponge first, then finished with gentle use of a white art gum eraser. Most water-based stains can be removed by spot cleaning with a damp cloth.
- Avoid using excessive friction, heavy detergents, or saturating the backdrop.
- Do not consume food that has been placed on backdrops as they are not food-safe.
Hand Painted Surfaces
- Always store and transport your mat tightly rolled around the cardboard core provided.
- Never crease or fold your painted styling mat. Permanent damage such as cracking or denting may occur as a result. Light dents and creases can be minimized by ironing the backside of your mat on low to medium heat.
- Your painted mat may stiffen slightly when exposed to cold or freezing temperatures. Simply roll your mat in the opposite direction to minimize stiffness or curling.
- Although our durable canvas and unique paint blend is far less susceptible to stains than others, we recommend treating stains immediately for best results. Gently spot clean with a damp cloth or sponge -- no soap needed for most water-based stains. Avoid using excessive friction, heavy detergents, or saturating the mat. Debris and powder can be effortlessly removed with a soft-bristled brush or sticky lint roller. For footprints and scuffs, a white art gum eraser will work like magic!
- Do not consume food that has been placed on painted mats as they are not food-safe.
Fabric Surfaces
- Allow liquid spills to roll off your mat, then blot dry before storage.
- For best results, spot treat stains immediately with a damp terry cloth rag. Hydrogen peroxide can be used to help lift a stubborn stain.
- Dry debris can be removed with a lint roller.
- Scuffs on the canvas backside can be removed with a white art gum eraser.
- Either side can be steamed or ironed as needed on the highest setting.
- We recommend storing your fabric surfaces tightly rolled on the cardboard core provided to eliminate creases.
Linen Bag
Dry clean or hand wash cold with a mild detergent and hang to dry. Iron or steam as needed. Bags are made from 100% flax linen.
