Frequently Asked Questions
What are your hours of operation?
We answer all emails sent to [email protected] within 1-2 business days.
Where are you located?
We are a small business co-founded by two women. We live in Vancouver, British Columbia.
Will your wallpaper work for my project?
Wallpaper works best on smooth surfaces. We don’t recommend you use wallpaper on surfaces that are very textured such as orange peel, knockdown or popcorn. We recommend to ordering swatches to try on your particular surface, which you can order directly on each pattern page!
For best results, ensure that the paint you’re using is semi-gloss, eggshell or satin (preferably not matte), and is painted at least four weeks before you intend to install the wallpaper to allow for enough time for the paint to cure. Otherwise, bubbles may appear underneath the wallpaper.
Do you charge any tax?
Yes, we charge taxes depending on where you are located. Please note that orders that ship outside of Canada may incur duties. These fees are set by your federal government and are subject to change; we recommend searching your government’s website for up-to-date information.
If I place an order, when will I be charged?
All orders are charged at the time the order is placed.
What types of payment do you accept?
We accept all major credit cards, PayPal and Sezzle.
Is my order secure?
Do you accept returns?
All of our products are print-on-demand and cannot be returned under any circumstances. Before any customers purchase our products, they are required to manually agree and accept the terms of our return and exchange policy upon checkout. If you have any questions regarding this policy, email us at [email protected].
Where do you ship?
Currently, we ship to Canada, USA, Australia and the UK. If you live outside of any of these countries, we’d love to stay connected with you. Sign up for our newsletter to get updates. For commercial inquiries, please contact us at [email protected].
How long will it take to receive my order?
In order to be environmentally-friendly, all orders are printed-to-order. We print orders Mon-Fri, and aim to have them printed within 7-10 days. Then, we pack orders and drop them off to our shipping partners. Shipping may take between 1-2 additional weeks, depending on destination, and you will receive an email confirmation once the package is on its way to you
We ship via Canada Post, USPS, Purolator and DHL. For full panel orders, we provide a link to track each order. For all swatch orders, we also provide tracking for each order.
If you need your order urgently, please email us at [email protected] and we will do our best to work with your timeline. You can also opt for the ‘express’ shipping option when checking out which will cost more but will allow us to ship the order to you sooner.
How can I find out if my order has been shipped?
You can refer back to the confirmation email where you will have the option to track your order. If you’re having a hard time finding your original confirmation, please email us at [email protected] and we will be more than happy to update you on the status of your order.
If I made multiple purchases at different times, will I be charged extra for shipping?
Email us at [email protected] and we will see if we can combine the orders – only if the first order has not yet shipped.
Do I need to pay duties or customs on my order?
Please note that orders that ship outside of Canada may incur duties. These fees are set by your federal government and are subject to change; we recommend searching your government’s website for up-to-date information.
How can Otto Studio guarantee the colour tone of the products that I am purchasing?
Please note that all computer screens register colour differently, and your screen may represent colour in a way that is different from the physical product. We will ship the colour and style of the product as stated on the order invoice. All of our products are print-on-demand and all sales are final.
We strongly recommend ordering a sample prior to placing an order, as that’s the only surefire way to know what the product will look like in your space. There are limitations to how accurate any website can represent colour of a physical product, and variables such as room lighting that can cause what you envisioned to not line up with the product that arrives.
To ensure colour accuracy, we strongly recommend customers to purchase all the materials required for their projects at the same time – each panel is printed to order, and separate print runs can have slight shifts of colour.
What exactly is peel and stick wallpaper?
Peel and stick wallpaper is removable wallpaper that doesn’t require the typical glue used for traditional wallpaper. This makes the process easier to install and easier to remove.
You said that it’s easy to remove. When does the wallpaper start to bond to the wall?
Even the most removable adhesives will begin to crystalize or harden after 2 years. For easier removal, we highly recommend that you remove the wallpaper within 2 years.
Are your materials safe for my home?
We design our wallpaper products to be family-friendly, and they are safe to use in both residential and commercial spaces. We only print with water-based latex inks which are non-toxic.
Product safety includes:
- Contains No – IARC Group 1 Carcinogens
- Contains No – OSHA Regulated Toxic metal or Carcinogens
- Contains No – USEPA Toxic Release Inventory Substances
- Complies with European REACH Standards.
- ASTM E-84 Class A approved (Type II)
Is your wallpaper water resistant/washable?
All our products are water-resistant and can be cleaned. Only use warm water and a non-abrasive cloth when cleaning. Don’t use harsh chemicals while cleaning to avoid ink fade on your wallpaper.
Where would you recommend using peel and stick wallpaper?
It’s best to install peel and stick wallpaper where the environment is not too moist. If you would like to install in a kitchen or bathroom, turn on the fan or open a window regularly for optimal results. For optimal adhesion, install the wallpaper at room temperature.
Could you use peel and stick wallpaper as a flooring option?
For special applications like flooring, please contact us at [email protected] for more information.
Are any of your products fire retardant?
All of our products are fire retardant rated and safe to use in any residential or commercial spaces.
Any suggestions on how to remove the wallpaper if it has already bonded?
Peeling the wallpaper 180 degrees back on itself will ensure the least damage to the wall. However, because all walls are prepped and painted differently we cannot guarantee that any removal will not pull paint. We highly recommend that you work with a professional if you have any concerns.
What is the lifespan of peel and stick wallpaper?
As long as you would like! Our product is dimensionally stable and doesn’t shrink over time, like a lot of other products on the market. Our Premium Paper products are reinforced with natural fibers for strength and durability, and Premium Vinyl is designed for high durability.
Where is your product manufactured?
We are proud to say that we print our products in British Columbia.
What type of paint should I use before installing my wallpaper?
For best results, ensure that the paint you’re using is semi-gloss, eggshell or satin (preferably not matte), and is painted at least four weeks before you intend to install the wallpaper to allow for enough time for the paint to cure. If paint is not fully cured, or you are using a matte paint, you run the risk of air bubbles forming or paint peeling off.