I'm Diana. I wrote this page myself, and it's short on purpose: how your piece gets to you, what you can send back, and what I do if it arrives damaged. If something here doesn't answer your question, email me at diana@blankwall.ca or use the form on the contact page, and I'll answer it myself.
How much is shipping, and how long does it take?
Shipping is free across Canada on orders over $499 and a flat $29 below. Everything ships from Canada and is priced in CAD, so there are no duties or brokerage fees at your door.
If a studio has its own terms, you'll see them on the product page and beside the piece in your cart before you pay. We ship everywhere in Canada.
Every piece is boxed with corner guards and a hanging guide, and the courier asks for a signature. Each order goes by courier straight from the studio to your door; we don't offer in-person collection or our own delivery.
Timing depends on the piece; the product page shows it before you add to cart:
- Made to order: 3 to 4 weeks. Pieces are printed and framed for you by our Burlington studio (why it takes weeks), and leave the studio in 3 to 4 weeks, then go by courier to your door.
- Ready to ship: 2 weeks. Pieces are studio editions waiting in our Montreal studio's warehouse, and leave it within 2 weeks, then go by courier to your door.
Order both and they ship separately, with one shipping charge and a tracking email for each.
Can I return a piece?
Ready-to-ship pieces, yes: within 30 days of delivery, unhung and in the original box, with a 10% restocking fee and return shipping on you. Made-to-order pieces are custom-made for you, at the size and finish you chose, so they can't be resold, and they're final sale. If you're unsure about a size, ask me before you order.
Ready to ship: email me at diana@blankwall.ca or use the form on the contact page with your order number, and I'll send the return address. The restocking fee applies to the price you paid. Your refund goes back to your card within 1 business day of the piece reaching the warehouse.
Made to order: final sale, because the piece is custom-made to your size and finish and can't be resold. Unsure about a size? Try it on your wall with Your Blank Wall, or send me a photo of the wall first.
Can I cancel an order?
A ready-to-ship order can be cancelled until it leaves the warehouse. A made-to-order piece can be cancelled or changed within 24 hours of ordering, before the studio starts on it. After that it's being made, and it can't be stopped.
What if my piece arrives damaged?
Send me a photo within 5 days of delivery: one phone photo of the damage and one of the box is enough, with no forms. I reply within one business day and order your replacement, and the courier collects the damaged piece. You don't pack anything or pay for anything.
Even a well-packed box is sometimes damaged on the road. When it happens, I make it right.
In order:
- I reply within one business day.
- I file the claim with the studio and order your replacement.
- The courier collects the damaged piece.
- I keep you posted until the new piece is on your wall, with tracking as soon as it exists.
If you'd rather have your money back than wait for a replacement, say so and I'll refund you in full.
Questions
The FAQ answers the rest, or email me at diana@blankwall.ca, or use the form on the contact page. I read every message and answer it myself, and I usually reply the same day.
Diana, founder, The BlankWall Company