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Frequently Asked Questions

The application does not work - who can I call? You may call 1-877-784-2733 or email quinco@quincoandco.com


PRODUCT

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.

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.

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.

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? Yes, whether it is an Apple or Android device, all you have to do is download the application. The Wall Stories app can be installed on up to three different mobile devices.

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.

Can the products be used outside? No, the products are not resistant to rain, snow and cold.

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.

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.

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.

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.

 

SHIPPING

Do you ship outside of Canada or the USA? We currently ship within Canada and the USA.

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.

 

PAYMENT

What are the payment methods available? We are happy to offer a wide range payment methods. We currently offer Visa, MasterCard, American Express, Apple Pay, Google Pay and PayPal. Note that the transaction may appear in Canadian dollars (CAD$) and could be subject to international processing fees from your financial institution if you are outside of Canada.

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 quinco@quincoandco.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 quinco@quincoandco.com.

Sale items

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

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 quinco@quincoandco.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.