ABOUT YOUR PRODUCTS
DO YOU HAVE SIZE GUIDE?
Yes we do! Click here to consult our size guide. It will give you a better understanding of our product formats and dimensions.
WHAT ARE YOUR FRAMES MADE OF ?
Our Oak Frames are made out of FSC-certified oak wood.
Since the Solid Oak Frames are not stained or painted, their colours can slightly differ from one frame to another.
The Dark Oak Frames are stained.
The Black and White Oak frames are painted.
Our metal frames are made of aluminum sourced from BSCI certified and trustworthy suppliers.
All our frames come with shatterproof plexiglass.
HOW DO I MOUNT THE POSTERS IN THE FRAMES?
It's quite simple! First, you'll need to remove the frame's back by unlatching the small metal clips placed on every side. Remove the protective film from the plexiglass and place it back in the frame. Next, insert your print face down and reattach the back of the frame, securing it in place with the metal clips.
Click here for a short video demonstration.
HOW DO I HANG THE FRAMES?
Start by measuring the empty space on the wall you want to decorate. Head to the gallery wall template section of our website and select the layout that works best for your decor project. Browse through our website and select your favourite posters in formats that fit your chosen wall art template.
Next up, choose matching frames or poster hangers. You'll also need support devices to hang your new wall decor, we recommend a simple nail or screw. Depending on the wall, you may also need a plastic anchor to keep the screws from loosening over time. To place the framed prints on your wall, simply drill screws or hammer nails on the areas of your wall where frames will be displayed and easily hang frames using the small metal hook attached at the back.
These hooks allow you to hang frames vertically as well as horizontally. For more information on what the back of our frames looks like, please refer to each frame's product page for details and pictures.
Click here for a practical video on how to frame your posters.
DO YOU SHIP FRAMES INTERNATIONALLY?
We ship posters internationally. However, our frames, poster hangers, picture mats, shelves and letter boards are currently only available to customers in Canada and the USA as the bulkiness and weight of these items make international shipping too costly.
HOW DO THE SIZES WORK?
For the Frames: The sizes displayed (ie: 8x10 in or 20x25 cm) refer to the inner sizes of the frame. The frame itself is slightly larger. In the case of an 8x10in frame, the width of the frame is 0.6 in or 1.52 cm. This can vary slightly depending on the frame format. You can find out the exact dimensions of your frame on the product’s page directly.
For the Posters: The sizes displayed (ie: 8x10 in or 20x25 cm) are the poster's
exact dimensions. When posters are printed with a white border, the sizes displayed will always include said borders. Exact poster sizes are included on each product's page and matching frame formats are available in our frames section.
WHAT KIND OF PAPER ARE YOUR POSTERS MADE OF?
Our posters are made with acid-free, archival quality paper. We use a premium, smooth and vellum finish 216 GSM paper. Our paper is also FSC certified and sustainably sourced by a mill located in Canada that respects SFI® standards.
DO YOU OFFER CUSTOM FRAMES, POSTERS, SIZES OR DESIGNS?
We don’t currently offer any custom services. The sizes and styles mentioned on the product pages for our posters, frames, picture mats or poster-hangers are the only ones available. However, if you'd like a specific style or format that we don't hold, feel free to reach out to us with your suggestions!
ARE THE FRAMES INCLUDED WITH POSTERS?
No, frames are not included with poster purchases. If you wish to get frames with your posters, you will need to purchase them separately. If you want a perfect fit, the posters' size and the frames' size should match, for example: 8x10 in poster and 8x10 in frame.
MY DISCOUNT CODE ISN'T WORKING / I FORGOT TO ENTER MY DISCOUNT CODE. WHAT DO I DO?
If your discount code is not working, it might be because:
- You misspelled the code. In this case, please verify the spelling. If it doesn't work, send us a screenshot of your cart with the discount code used.
- You are trying to use 2 discount codes on the same order. Unfortunately, we have a limit of 1 discount code per order.
- You are using a discount code that expired. Discount code dates are displayed in Montreal Local time, if you are outside this time zone and the code expired, you may reach out to our customer service for assistance.
- You do not meet the requirements. Some of our codes require the subtotal to reach a certain amount in order to be applied. Please verify the requirements of the discount you are trying to use before reaching out to us.
If you encounter the aforementioned issues, please contact customer service. The representatives will happily help you and add the discount code manually. Once they have refunded you a % of your order, the amount refunded will be available within 3-5 business days.
WHAT ARE MY PAYMENT OPTIONS?
We accept payments by:
- American Express
- Shop Pay
- Google Pay
Prices will appear in the currency matching your location between Canadian Dollars, US dollars, and Euros.
HOW DO I USE A GIFT CARD?
Once you're ready to checkout, simply enter the discount code mentioned on your gift card in the "discount code" line.
HOW DO I BUY A GIFT CARD?
You can purchase a gift card from CA$25 to CA$300 on our gift card page. A discount code equivalent to the chosen value will be sent to you by email.
RETURNS / CLAIMS
WHEN WILL I RECEIVE MY REFUND?
A refund may take 3-5 business days to be processed. If you haven’t received a refund after this time, please make sure to double-check the billing on the card or payment method with which your purchase was made. You may reach out directly to the bank or company linked to your card or payment method or contact our customer service representatives.
HOW WILL I RECEIVE MY REFUND?
The refund will automatically be applied to your original payment method 3 to 5 business after the refund request. You should receive a confirmation email shortly after your
refund has been processed.
WHAT SHOULD I DO IF A PRODUCT IS DAMAGED OR DEFECTIVE?
DO I NEED TO RETURN THE DAMAGED PRODUCT I RECEIVED?
If you've received a damaged item, you may dispose of it. You will not be asked to return the item.
Please reach out to our customer service with pictures showing the damages in JPEG, JPG or PNG format. We will make up for the inconvenience.
HOW DO I EXCHANGE AN ITEM?
Unfortunately, we don’t offer product exchanges. If you would like to return an item, please contact customer service. Once your item has been returned you will be able to place a new order.
HOW DO I RETURN MY ORDER?
Returns from Canada:
To return an order, your items must be unused and in the same condition as when you received them. After contacting our customer service team at firstname.lastname@example.org, you will receive a prepaid return label to be placed on the original packaging. Finally, you can bring the package to your local FedEx Office. We will process your refund 5 to 10 business days after receiving your package. The $9.95 fee will be deducted from your refund.
Returns from outside Canada:
To return an order, your items must be unused and in the same condition as when you received them. Please reach out to our customer service to know the next step.
IS THERE A FEE FOR RETURNS?
If you want to return an item from Canada, the return fee is CA$9.95.
If you wish to return an item and live outside Canada, please reach out to our customer service.
SHIPPING / DELIVERY
WHAT IS THE SHIPPING COST?
Shipping for orders over $99 is free, in Canada orders are Delivered Duty Paid (DDP).
If your order total is below $99, the fixed shipping costs are as follows:
United States: US$9.95+tx
International below CA$100 CA$15+tx
For our US customers, depending on your order, it may be subject to customs and duty fees. Opposite Wall does not have any responsibilities for these additional charges, please find more information here.
WHAT ARE THE DELIVERY DELAYS?
We ship the orders from our warehouse located near Montreal, QC. The shipping delays increase proportionally with the distance from our warehouse and your shipping address.
For instance, a package can be delivered in as little as one day if you're located in Montreal but could take up to 10 business days if you're located in California.
The accurate delivery delays should be mentioned at checkout right after entering your shipping address.
HOW ARE PACKAGES SHIPPED OUT?
We ship your packages with various carriers depending on the shipping address. Your order's tracking number will be included in the shipment notification you'll receive once your order has shipped.
WHAT HAPPENS IF I DON'T COLLECT MY PACKAGE?
If you do not collect your package, it will be returned to sender* and you will be charged a $15 handling fee.
*With the exception of international orders.
WHAT SHOULD I DO IF I HAVEN'T RECEIVED MY ORDER?
If you haven't received your order and it's passed our normal shipping delay, please use the tracking number we sent you in the shipping notification to get more information on your shipping status. If you haven't received one or there's no further information on it contact our customer service team.
WHAT DO I DO IF I ONLY RECEIVED HALF OF MY ORDER?
Chances are that your order has been divided into 2 packages to take better care of your products. Find your tracking number and notice if a second package was assigned to it. You can then reach out to our customer service team. They'll be able to tell whether a second package is on its way. In the event that an issue occurred with your order, they'll also let you know what happened and fix the issue.
HOW DO I KNOW IF MY ORDER WENT THROUGH?
Once an order goes through, a confirmation email is automatically sent to the email address provided. It should mention your order number as well as a summary of your purchase.
If you didn't receive an email confirmation, please contact our customer service they will look into it.
WHAT SHOULD I DO IF I HAVEN’T RECEIVED AN ORDER CONFIRMATION?
If you did not receive an order confirmation, there are two possibilities:
- Your order never actually went through
- You misspelled your email address
In any case, please reach out to our customer service team with as much information as you can and they will correct your email address or confirm that you did not place the order.
HOW CAN I TRACK MY ORDER?
An automatic email will be sent to you once we ship your order. In this email, you can find your tracking number and link. Click on the link to locate your order. Make sure to scroll to the bottom of the page to see where each package is located.
If you have not yet received a shipment notification, this means your order is still being prepared for shipping.
CAN I CANCEL MY ORDER?
You can cancel your order if it has not been shipped out or processed, we will simply refund your order. However, if you already received it you will have to send back your products. You can send back your purchase up to 60 days after submitting the payment.
A refund generally takes 3 to 5 business days to go through.
CAN I MAKE CHANGES TO MY ORDER AFTER SUBMITTING THE PAYMENT?
We can't really make any changes to an order once the payment has been submitted. However, we can cancel an order for you as long as it has not yet been processed.
If you need to change your order, please reach out to our customer service, and they will let you know if cancelling your order is possible.
WHAT HAPPENS IF I ENTERED THE WRONG INFORMATION?
In the event that one of the following details was wrongly entered, please reach out to our customer service with an email specifying your order number as well as the correct information.
- Phone number
- Shipping address
If your order has already processed, we will not be able to change your shipping address. You will have to contact the transporter to notify them of the address modification. Any
additional fees will be at the customer’s charge.