FAQs

Explore our organized FAQs for quick answers to your most common questions in a simple format.

Ordering & Payments

Is online shopping on your website secure? Yes, we are committed to ensuring the safety and security of your online transactions. We utilize industry-standard encryption and security measures to protect your personal and payment information.

Can I place a custom order for colors or designs not on your website? Yes, we welcome custom orders! If you have a specific color or design in mind that you don't see on our website, please show us a sample or picture, and we will do our best to source it or find the closest possible option for you. Custom orders are typically subject to wholesale quantity requirements.

What is the minimum order quantity for custom sourcing? The minimum order quantity for custom sourcing usually starts at one pallet, which typically includes around 100 pieces for WPC panels, 100 pieces for PVC marble sheets, 50 pieces for sintered stone tiles, 100 pieces for soft flexi stone, 80 pieces for insulated siding, and 80 pieces for PU foam stone. Please contact us for specific quantities based on the product.

Do you offer discounts on bulk orders? Yes, we offer special discount prices for bulk orders. Please contact us with details of your requirements for a personalized quote.

What payment methods do you accept? We currently accept payments via PayPal, Stripe, and all other major credit and debit card options supported by these services, including Google Pay and more. You can choose to pay in USD or CAD.

Shipping & Pickup

Which products can be shipped? Currently, only WPC Fluted slat panels (for interior use) and Soft Stone panels are available for shipping via express delivery across Canada.

Where do you ship to? We currently ship within the United States and Canada. For shipping outside of these countries, please contact our support team.

What is the typical shipping time for shippable items? Express shipping typically takes 3-6 working days to arrive anywhere in Canada.

How can I track my order? Once your order has shipped, you will receive an email notification from us with a tracking number. Please allow up to 48 hours for the tracking information to become available.

What should I do if my shipment is delayed? If you experience any delays beyond 10 business days from receiving your shipping confirmation, please contact us at info@thewalltherapy.com with your name and order number for assistance.

Can I pick up my order from your warehouse? Yes, you can pick up most items (excluding WPC Fluted slat panels and Soft Stone panels) from our warehouse located at 160 Av. Labrosse, Pointe-Claire, QC H9R 1A1. Pickup is available Monday to Friday from 9 am to 4 pm by appointment only. Your order must be confirmed before you can schedule a pickup.

Shipping for large or heavy items that cannot be shipped normally? For larger or heavier items, such as Sintered stone tiles or PVC marble sheets, you can pay online and arrange for pickup at our warehouse. Alternatively, you can speak to one of our representatives at +1-514-348-3366 to discuss arranging shipping via truck or van. The approximate cost for truck/van shipping is $5 per kilometer, but this is an estimate and prices may vary upon multiple factors. Please contact us for a specific quote based on your order and destination.

Returns & Exchanges

What is your return/exchange policy? We accept returns or exchanges within 14 days of you receiving your order. The products must be returned to our warehouse in the name of Trident Group/Nishan Transport in their original, unused, and undamaged condition, accompanied by the original invoice and all parts. Please ensure the package is well-marked and you provide a tracking number for the return shipment. A 30% handling charge applies to all authorized returns/exchanges.

Are there any items that are final sale? Yes, UV marble sheets and UV marble boards are final sale and cannot be returned or exchanged.

How do I initiate a return or exchange? Please email us your request with your name and order number at info@thewalltherapy.com. We will send you a return form to fill out and attach to your return shipment box.

Where do I send my return or exchange? All returns and exchanges must be sent back to our warehouse at 160 Av. Labrosse, Pointe-Claire, QC H9R 1A1 in the name of Trident Group/Nishan Transport.

How will I receive my refund? Once we receive and inspect the returned product, you will receive a refund to your original payment method (minus any shipping costs and the 30% handling charge) within 1 business day.

Can I return items purchased online to your physical store (warehouse)? Items purchased online must be returned to our warehouse via mail. Items purchased at our physical store can only be returned in-store with a receipt.

Installation & Support

Do you offer installation services? Yes, we can provide installers for customers in the Montreal and Toronto regions. Please contact us at +1-514-348-3366 or email us at info@thewalltherapy.com to inquire about availability in your specific area.

Can you provide assistance with installation if I plan to do it myself? Yes, we offer online assistance via phone at +1-514-348-3366 or via email/chat at info@thewalltherapy.com to help guide you through the installation process.

Do you offer samples of your products? We currently only offer samples at our warehouse located at 160 Av. Labrosse, Pointe-Claire, QC H9R 1A1. We do not ship samples.

Can I see the products before placing an order? Yes, you are welcome to visit our warehouse during our operating hours (Monday-Friday, 9 am-4 pm by appointment). Please contact us at +1-514-348-3366 or email info@thewalltherapy.com to book your appointment. You can also book a video call with one of our representatives to see the products virtually. Please contact us to schedule a video call.

Product Care for Your Wall Therapy Materials. To ensure the longevity and beauty of your wall and ceiling panels from The Wall Therapy, proper care is essential.

For light cleaning, use a damp cloth with mild soap. Avoid harsh chemicals or abrasive cleaners.

For specific stains, please refer to the care guide for your particular material.

Protect your interior panels from excessive moisture or direct sunlight where applicable.

Contact Us

Still looking for answer? Reach out for any questions or assistance regarding our FAQs.

Learn more our products

Visit The Wall Therapy blogs for a wealth of inspiration, information, and expert advice on all things related to wall and ceiling design. Our blog is designed to help you with every stage of your project, from choosing the right materials to installation tips and design ideas.

Here are some of the topics you can expect to find on our blog: