HELP CENTER

How do we print at The Canvas Company?

All our prints are 100% ecological, using latex inks that do not harm the environment or the health of the printer. Please note that there may be slight color variations between what you see on screen and the final physical product.

What is our delivery time?

We deliver your order to the address you provide within 5 business days nationwide. Shipping in Bogotá has a cost of $10,000 COP, nationwide $20,000 COP, and international shipping $499,000 COP. National shipping is free for orders over $300,000 COP.

What warranty do we offer?

We offer product warranties only on products that have not been installed and not handled. The warranty is 1 YEAR for manufacturing and material defects. The warranty does not cover normal product wear or damage caused by misuse or improper maintenance. To request a warranty, your product must not have been installed and/or handled. All warranty applications are subject to review by our Quality Control team.

If I don’t like what I received, can I exchange it?

We offer exchanges for orders placed within a maximum of 30 days. It is very important that products have not been installed or handled. The cost of the exchange for each product (roll and/or frame) is $25,000 COP per product. You can only request one exchange per order. For example: you cannot request an exchange, receive the replacement, and then request another exchange. We do not accept exchanges for customized products, discounted products, or items on sale or promotion. Thank you for your understanding.

If I don’t like what I received, can I return it?

We do not offer returns, so please make sure to ask us all the necessary questions before making your purchase. If you do not wish to exchange your product, you can request a gift card from our online store for the equivalent value of your purchase. We do not issue cash refunds.

How should I care for and maintain my Canvas products?

Avoid touching the surface with your fingers to prevent stains. Install your Canvas products indoors, preferably in areas free of humidity. To clean, gently wipe the surface with a damp cloth. Do not use abrasive products or alcohol-based cleaners, as they may cause damage. If you need to store your product, wrap it in bubble wrap for protection.

What type of frames do we use?

We work with imported pine wood, resistant to insects, humidity, and tropical weather conditions. We only use wood from certified sustainable forests.

How should my wall be prepared for wallpaper installation?

We recommend that walls where you will install wallpaper are plastered, sanded, and painted with type-1 paint. They must not have humidity, leaks, cracks, peeling, or other damage. We also suggest patching imperfections or nail holes before installation. Our installers do not repair walls, fix humidity problems, or resurface imperfections.

If I measured wrong and I’m short on material, what should I do?

Since we design and print our wallpapers, there may be slight color variations between print batches. Always double-check your wall measurements or request our Measuring Service. If you still need additional wallpaper, you can order it! We will do our best to match your previous order. However, due to potential color variations, we cannot offer exchanges or warranties on this order. A good alternative is to paint the remaining area with the background color of your wallpaper.

If part of my wallpaper or mural is damaged after installation, what should I do?

If your wallpaper gets damaged and you want to partially remove or repair it, you must remove it yourself. However, you will need to hire a professional to repaint the wall with type-1 paint, as removing wallpaper can damage the wall surface. Because print batches may vary in color, we cannot offer exchanges or warranties on replacement wallpaper for repairs, nor can we provide partial installation services for damaged wallpaper and/or murals.