Frequently Asked Questions

General
What are your hours of operation?

We answer all emails sent to [email protected] within 1-2 business days.

How do I know how much to buy for my project?

Please review our how-to guide for more information. We also have resources on our blog that may be of interest.

If you still have questions or doubts, please email us at [email protected] and we’d be happy to assist you!

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, particularly drywall. We don’t recommend you use wallpaper on surfaces that are very textured such as plywood, brick, orange peel, knockdown or popcorn. Read our guide on textured surfaces for more information.

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.

Payments
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?

Your privacy is very important to us. We host our store on Shopify.com where customer information is kept strictly confidential, and will not be sold, disclosed to third parties, or reused without your permission. The only case where we break confidentiality is if a customer disputes a charge or takes any legal action against Otto Studio Inc. For more details, please review our privacy policy.

Returns
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].

Shipping
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 .

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  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. 

Colour
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.

Wallpaper
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?

We recommend installing our wallpaper on smooth surfaces, such as drywall, that has been painted with a satin or eggshell paint. We do not recommend installing on highly textured surfaces, such as orange peel, popcorn, brick, plywood or cement. For more detail on wall surfaces check out our blog post.

We always recommend ordering a swatch first, in order to test out on your particular surface. 

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.

Tiles

Are the tiles really removable?

Yes! All our tiles are renter-friendly, easy-to-remove and are low-tack. This allows the tile to be installed easily and removed easily.

How thick are the tiles?

Our tiles are 7.2 millimetres thick.

Which surfaces would not work with your tiles?

We do not recommend installing our floor tiles on:

  • Loose, uneven and bumpy flooring 
  • Wood flooring
  • Areas that may be exposed to excessive moisture and outdoor spaces that are not covered 
  • Textured flooring 
  • Concrete textures 

 

If you do decide to install over grouted tiles, we highly recommend to fill in all grout lines and to smooth out the grout to create a smooth, flat surface. This does require additional time and materials before any tile installation could take place.

Are the tiles waterproof?

Our tiles are water-resistant but not waterproof. If excessive amounts of water cover the tiles and for long periods of time, this will significantly impact the performance of the tiles. We only recommend having a mild cleaning detergent come into contact with the tiles.

If you are installing over an uneven surface and/or over grout lines, these gaps will allow water to seep in underneath the tiles. This will cause a reduction in adhesion and will result in the tiles peeling from the surface.

How do I clean the tiles?

We need to ensure that the tiles have fully adhered to the floor before applying any cleaning products to the surface, which takes 5 days. After 5 days, you can sweep, dust and vacuum. Once you have cleaned up any debris, use a mild cleaning solution to mop and wipe the surface. 

We do not recommend using harsh chemicals, bleach, strong detergents or using large amounts of water. When you are cleaning, ensure that any large amounts of moisture is removed as quickly as possible.

Can I install the tiles on top of my ceramic tile kitchen backsplash?

Installing on top of backsplash would technically work but our tiles won’t cover up the texture of the backsplash. If there are grout lines, these may be visible underneath the tile. We highly recommend ordering a tile sample to test out our products in your space.

Can I use tiles on walls?

We do not recommend installing floor tiles on any wall surface such as drywall.

Are the tiles safe for homes?

We print our tiles on water-based latex ink which contain zero hazardous air pollutants (HPAs), are non-flammable and non-combustible. They do not require any special ventilation as there is no off-gassing with our products.

Are the tiles fireproof?

Our tiles are fire-resistant and are categorised as Class 0. Class 0 is the highest standard of fire resistance.

Can I install tiles around a fireplace?

We do not recommend installing tiles around a working fireplace.

How much area will the tiles cover?

Tile packs come in 10, 25 or 50. Each tile is 12×12”. 

10 will cover 10 square feet, 25 will cover 25 square feet, and 50 will cover 50 square feet.

How do I trim the tiles?

We recommend using an exacto-knife or another type of knife with a sharp straight edge. 

Are the tiles textured and slip-resistant?

Our tiles are visibly matte and textured to the touch. 

Otto Studio tiles are designed with safety in mind, in both wet and dry conditions, our tiles meet a low-slip potential rating meaning they are slip-resistant. (Dry: 64; Wet: 36).

Can I install tiles in exterior spaces, or an RV?

We do not recommend installing our tiles in exterior spaces. Our tiles are meant to be used for interior spaces.

We do not recommend installing our tiles in an RV as it is different to control the temperature throughout the year. This may result in shrinkage and/or expansion of the tiles in the RV.

Can I order tile samples?

Yes! We highly recommend ordering tile samples so you can test them in your space. On each tile pattern page, there is an option to order swatches under the “Quantity” section.

Installation
I’ve never done a DIY project like this before. What tips do you have?

Before you install, read the how-to guide. Our blog also has some really great content as well that may be helpful.

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.

Custom Orders
What if I want custom colours? Or prints? Or sizes?

If you have a commercial project you are working on, please email us at [email protected].