Thank you for your interest in OnWall Solutions. We are pleased to respond to any inquiries you may have about our products, services or company. We value your business and are committed to delivering a superior customer service experience. We want you to come back, and recommend us to your friends and family. Please contact Customer Service at customerservice@onwallsolutions.com, or call 1.877.466.9255. Our corporate office is located at 305 Supertest Road, Toronto ON M3J 2M4.

OnWall Solutions offers a lifetime warranty on our services. All of our products come with a manufacturer's limited warranty. The warranty ensures that your product will be free of defects in material and workmanship. You must adhere to the conditions of the warranty for it to remain valid. If for whatever reason there is a problem with the product during the term of the warranty, you must provide your original receipt as proof of purchase. OnWall Solutions will examine the product and repair it, if it is defective, or replace it with the same or comparable product. We will assume the cost of the repairs, spare parts and labour. If you decide to make a warranty claim directly with the manufacturer, please advise us. All of our brands are designed to last and if it is more than one year from the date of purchase, we would like to know.

Warranties do not apply to products that have been stored or assembled incorrectly, used inappropriately, abused, misused, altered or cleaned with the wrong cleaning methods or products. Warranties do not apply to normal wear and tear, cuts or scratches, or damage caused by impact or accidents. The warranties do not apply if indoor products have been placed outdoors or in a humid environment. The warranty applies to the original purchaser and where the product is used for residential use only. Coverage terminates if the original purchaser sells or otherwise transfers the product. To be able to claim the warranty you need to follow the specific care instructions for every product. You will find all care instructions with the product.

If you have placed an online or phone order that you wish to change or cancel, please contact Customer Service at 1-877-466-WALL (9255) 8am-5pm EST Mon-Fri 9am-5pm EST Sun. We make every attempt to cancel an order upon request, however we cannot cancel an order once it has been processed. If an order is in transit when your request is made, cancellation of this order is not possible. Refusal of delivery will not prevent delivery charges, return delivery fees or restocking fees from applying to the refund. Once your order has been returned, you will receive a full refund for the value of the merchandise only (including applicable tax).

If for whatever reason you are not completely satisfied, simply return the unused product to our Toronto warehouse. The product must be in its original packaging, in its original condition, and returned within 00 days from the date of purchase with the receipt to receive a full refund.

If you do not reside in Toronto and return delivery is required, you are responsible for the cost and ensuring that the product is returned in its original condition. We recommend that you use a delivery company that offers insurance. A refund of the merchandise and taxes will be provided, however shipping and handling for delivery or pick up will not be refunded. We will deduct a 15% charge to cover return delivery costs. Refunds will be issued in the same method as the original payment. We cannot accept returns of incomplete packages. For example, if you buy a pack of six hooks, we cannot accept three. If, however, you purchased two packs of six hooks, we would accept one complete pack.

Please contact us before sending any products back to confirm the address of our nearest warehouse that accepts product returns. We will provide return delivery instructions. Visit the Contact Us page on our website for our phone number.

Promotional Terms & Conditions

When a promotional item is included in the original transaction, it must be returned, or the value of the promotional item will be deducted from the refund amount.

If you need help getting your purchases home, we can arrange door-to-door delivery. Standard delivery fees apply and depend on your location. We even offer convenient delivery across Canada.

Most of the products on our website can be purchased online or by ordering by phone. Orders are shipped from our warehouse in Toronto by preferred delivery vendors that are fast, effective reasonably priced and reliable, and the method that is appropriate for the order size and location. Our goal is to ensure that your order is delivered quickly and in premium condition. Certain restrictions may apply.

Questions? Call 1.877.466.9255 for details.
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Professional installation can help you save valuable time, especially when it comes to trickier jobs. OnWall’s team of experts has completed thousands of installations. We will schedule a time to install your customized solution that’s convenient for you to ensure minimal disruption. From carpentry to complex flooring systems, our experienced installation team employs the highest standards of workmanship to transform your space and transcend your expectations. We’ll even follow up and after the work is complete to make sure that you are happy with the results.

Do-it-yourselfers can purchase most of our products direct from our Toronto warehouse, on our website, or on the phone. We ship anywhere in Canada and standard shipping fees apply. Assembly and installation instructions are included. In most instances they are simple to understand, easy to follow, require minimal technical know how, and can usually be completed using standard household tools. If you get stuck and require assistance, and live in Toronto or the GTA, we can send an installation expert to help put it all together, quickly and for a reasonable fee.

If you purchased a product, and your product is missing a piece or hardware, please return to our Toronto warehouse with your receipt and assembly instructions. If you reside outside of the city, please call to let us know what you need. You must have the original receipt and the product must have been purchased within 90 days. Some hardware pieces may be available for replacement at no cost. Product pieces are typically not stocked or sold separately, and can not be replaced. In this instance, the entire product would need to be returned, refunded and purchased again.