Refund policy

Online 'In-store' Refund and Exchange Policy:

All merchandise purchased online can be brought back to our physical store for a refund or exchange within 30 days from the original date of purchase. Items must be in original packaging, unopened and in selling condition to be eligible for a refund or exchange. Items brought back damaged (applied to interior product and or packaging of merchandise) is not applicable for refund or exchange. Refunds and exchanges are not applicable on items labelled as final sale'. All paint is final sale and cannot be returned or exchanged once tinted (see our Paint policy below). All merchandise in our "Curated Collection" is final sale.

Online Refund and Exchange Policy:

Merchandise purchased online is available for refund or exchange within 30 days from the date your order is delivered. All paint purchases are final sale (see our Paint policy below). Refunds, exchanges or store credit is NOT applicable on sale and clearance items, such items will be labelled as “FINAL SALE” or exchange only. If there is a manufacturers defect in the merchandise purchased please contact us within 48 hours of receiving your order and our team will assist you in resolving the issue.

Wallpaper – Manufacturer’s Warranty and Defect Claims:

Wallpaper is covered against printing and production defects by the manufacturer’s warranty. Please note that this coverage is strictly limited to the cost of replacing and installing a maximum of three (3) strips (“drops”) of wallpaper. For this reason, it is essential that you inspect your wallpaper carefully upon delivery and continue to examine each drop before and during installation.

If you discover a printing defect, or the pattern does not line up from one drop to the next (known as being “out of registration”), STOP installation immediately and do not hang any further drops. Take clear photographs of the defect and of the roll labels (including the batch/run numbers), then contact us at wallpaper@wallsalive.com so our team can open a warranty claim on your behalf.

Continuing to install wallpaper after a defect has been discovered, or reasonably should have been discovered, constitutes acceptance of the product. Once wallpaper has been fully or substantially installed, it is no longer eligible for a refund, exchange, or store credit, and the manufacturer will not accept a warranty claim, as the three (3) drop replacement limit will have been exceeded. In short: if a defect appears within the first few drops, we can make it right – but neither Walls Alive nor the manufacturer is able to compensate for defective wallpaper that is reported only after the entire order has been installed.

Walls Alive is not responsible for lost or stolen merchandise once it leaves our store. We do our absolute best to ensure your package arrives to you in a reasonable time frame. We take steps to minimize the likelihood of theft by shipping our products in discrete packaging without prices or flashy labels indicating the contents of shipped goods.

Paint – Refunds and Exchanges:

All paint is FINAL SALE. Because paint is tinted to order, we are unable to offer refunds, exchanges or store credit on any paint purchase, including C2 Paint and Farrow & Ball. Please double-check your colour, sheen and quantity before completing your order. Our team is happy to help with colour questions or quantity calculations before you buy – contact us at paint@wallsalive.com or (403) 244-8931.

If your paint arrives with a manufacturer’s defect (e.g. damaged or compromised cans), please contact us within 48 hours of receiving your order and our team will assist you in resolving the issue.

Paint – Shipping:

Paint is temperature-sensitive and cannot be exposed to freezing conditions in transit. Due to Calgary’s unpredictable weather, all paint shipments are reviewed and processed personally by our team rather than shipped automatically. To have paint shipped, select the shipping request option at checkout and provide your full address details, and one of our associates will contact you by phone to arrange shipping at a time when weather conditions allow safe transit. During extended cold periods, shipments may be delayed until a suitable weather window opens.

Please note: paint is excluded from our free shipping offer. Shipping charges for paint are confirmed with you by our associate when arranging your shipment. In-store pickup is always available as a free alternative.

In-store Calgary Pickup: 

We currently offer free in-store pickup within 24-48 hours of purchase. If you require expedited pickup, please contact us directly at (403) 244-8931 or via email at paint@wallsalive.com or wallpaper@wallsalive.com from 8:00am-6:00pm MST Monday-Saturday. We'll do our best to assist you in an expedited pickup. You will be sent an email notification or phone call letting you know when your order is ready for pickup. 

Our 30 day Refund/ Exchange policy comes into effect from the date the order is ready for pickup and not when the customer picks up their order. *Certain exemptions apply.

Please note: despite our best efforts we may not be able to accommodate an expedited pickup request if there is a high volume of expedited request orders in que ahead of your order. Our team will do our absolute best to accommodate your request within reason and during regular business hours. Although we are open until 6pm, expedited order requests placed after 5:30pm will not be available for expedited same day pickup. 

Our brick and mortar store is located at 1328 17 Ave SW, Calgary, AB T2T 0C3 (Free customer parking at the back of the store) open Monday- Saturday 8:00am-6:00pm.

Shipping:

We currently offer shipping Canada wide! Orders for wallpaper totaling over $200.00 (before applicable taxes) are eligible for free shipping, subject to availability in rural and remote areas. Please allow 1-2 business days for processing.

Customers are responsible for accurately imputing their shipping and billing information and we will fulfill orders based on the information provided. Please ensure all your details are accurate and up to date before finalizing and submitting your order to Walls Alive. Walls Alive is not responsible for any orders sent out or shipped to incorrect addresses provided by customers. Walls Alive is not liable for lost or stolen merchandise after it leaves our store. We do our best to mitigate and avoid unnecessary interest in our packages by sending them out in plain and discreet exterior packaging to avoid theft and "porch pirates".

Our Shipping Rates:

Shipping rates are calculated at checkout providing with relevant delivery timeframes based on shipping option(s) selected.

Free Canada wide shipping on all orders $200 (before applicable taxes) is provided to all Canadian Provinces and Territories. Paint is excluded from free shipping – please see our Paint – Shipping section above.

*Exclusions apply to remote and rural locations. Shipping timeframes provided at checkout may be less accurate and subject to an additional shipping fee to remote and sparsely populated towns and communities that have infrequent mail service accessible to our mail couriers. To avoid disappointment please contact us directly at hello@wallsalive.com with your shipping inquiry and we'll be happy to help.

Questions? We’re happy to help:

Paint questions: paint@wallsalive.com

Wallpaper questions: wallpaper@wallsalive.com

General inquiries: hello@wallsalive.com or (403) 244-8931, 8:00am-6:00pm MST Monday-Saturday.