FAQ

What are the payment methods available?

We currently accept Visa or MasterCard. Note that the transaction could be subject to international processing fees from your financial institution if you are outside of Canada.

What are the delivery delays?

If the item is in stock, you should expect to receive your order within 7-14 business days. If the item is not currently in stock, we will give you an approximate ship date.

The application does not work - what can I do?

1. Start by deleting the app from your device, and reinstalling it.

2. Make sure to enter your activation code with capital letters to access your item. (No activation code in your box, contact us!)

3. Always be less than 18’’ away when you first scan your image (for the initial setup!).

4. If your Wall Stories app still doesn’t work, you may call 1-877-784-2733 or email service@wallstories.com.

Sale items

Only regular priced items may be refunded, unfortunately sale or discontinued items are considered final sale.

Returns

If more than 30 days have gone by since your purchase, we cannot offer you a refund or exchange. A return authorization number is required at all times. To obtain the return instructions and authorization number, please send an email to service@wallstories.com and you must include a receipt or proof of purchase.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

There are certain situations where only partial refunds are granted such as, but not limited to, any item not in its original condition, is damaged or missing parts for reasons not due to our error. We reserve the right to determine if an item is in resellable condition.

Refunds (if applicable)

Once your return is received and inspected to be in resellable condition, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 45 days after the receipt of the return.

Late or missing refunds

If you haven’t received a refund within 45 days after we have received your return, please contact us at service@wallstories.com.

Is the adhesive repositionable?

Yes, the adhesive is removable and repositionable. Certain silicone-based paints may affect the adherence of the sticker. We do not recommend installation of Wall Stories directly on Zinsser primers as the chemical components react to our adhesive.

Is the adhesive dangerous for my child?

The components of the adhesive do not contain potentially dangerous or harmful chemicals. However, during installation, make sure that the child does not put pieces of the adhesive into their mouth.

I threw away my packaging and I no longer have the code

You must send us your proof of purchase and a photo of your visual by emailing service@wallstories.com

I see the hippo, but I don't see the zebra games.

The packaging is designed so that each character has a special skill (numbers-music-colours-letters). In order to enjoy another character, you have to buy another box.

I have a CODE 18 error message

You are trying to use the application more than 18 inches from the image. You will need to be closer to the visual for the initial setup.

I cannot find the app to download

follow this link from your mobile device: https://wallstories.com/en_ca/download-app

I bought an item and the app asks for a code that I can't find it

Most of the activation codes are inside the box. If you don't have a sticker with an activation code, please contact us!

I bought a Wall Stories item and it no longer works

Start by deleting the app from your device. Next, make sure that your device has all recent updates completed. Then reinstall the application.

How can I clean my stickers or wallpaper?

We recommend using a mild non-abrasive cleaner with a soft cloth. Make sure that the surface is dried after cleaning.

Does the application work even if you are not standing in front of the sticker character on the wall?

They work in game and reading mode, but you have to stand in front of the decorative adhesive (character) in order to enjoy the creation program.

Do you ship outside of Canada or the USA?

We currently ship within Canada and the USA.

Damaged items

While we exercise great care when preparing your items to ship, damages in transit can occur. If you receive any items that have been damaged by the carrier, please reach out to us at service@wallstories.com with pictures of the package as well as the damaged goods so that we can initiate a claim with the carrier on your behalf.

Can we come to pick up our order?

No, the items are only available online or in various stores. We cannot guarantee the stock levels or availability in store.

Can the stickers be installed on any surface?

We strongly suggest that the surface be smooth and sleek, otherwise the texture of the wall will show through the surface. For walls that have been painted recently, it is advisable to wait between 3 and 6 months before installing your adhesive.

Can the products be used outside?

No, the products are not resistant to rain, snow and cold.

Can the application be used offline?

Once the application is activated and downloaded, you can use it offline.

Can I use the app on different devices at the same time?

All you have to do is download the application on App Store . The Wall Stories app can be installed on up to three different mobile devices.

Are the stickers easy to remove without causing damages to the wall?

Yes, they are easy to remove. Simply use a blow dryer to soften the adhesive, then peel it off slowly from the wall.