FAQs

Questions? Start Here

Find quick answers about our wall panels, shipping, installation, returns, and more all in one place.

1. What shipping carriers do you use?

We ship using FedEx and UPS to ensure safe and timely delivery of your order.

2. How long will it take to receive my order?
  • Order Cutoff Time: 11 PM (EST)
  • Order Handling Time: 0–1 business days (Monday–Saturday)
  • Transit Time: 2–3 business days (Monday–Saturday)
  • Estimated Delivery Time: 2–4 business days in total, depending on your location.
3. Where do you ship?

We currently ship within the United States only.

4. How much does shipping cost?

Shipping fees are calculated based on FedEx/UPS live rates, considering product weight and destination. An additional handling fee of $500 applies to each order.

5. How can I track my order?

Once your order ships, you will receive a shipping confirmation email with a tracking number and tracking link. You will also receive an email notification when your order is delivered.

6. What should I do if my package is delayed or lost?
  • Check your tracking number for updates.
  • Verify your shipping address.
  • Check with neighbors or family.
  • Contact FedEx/UPS with your tracking number.

If your package is officially declared lost, contact us at info@wallpanelmall.com with your order number. We will reship your order or provide a refund.

7. What payment methods do you accept?

We accept:
visa, mastercard, amex, discover, diners club, elo, jcb, union pay, shop pay, paypal, google pay, apple pay.

All transactions are processed in USD.

8. Is my payment secure?

Yes. All payment transactions are encrypted and securely processed to protect your personal and financial information.

9. Can I change or cancel my order after placing it?
  • Changes: Allowed within 2 hours of placing your order.
  • Cancellations: Allowed within 1 day of purchase, as long as the order has not been processed or shipped.
10. What is your return policy?
  • You can return items within 30 business days of delivery.
  • Items must be unused, in original condition, and include tags, packaging, and proof of purchase.
  • Returns without prior authorization will not be accepted.
  • A 20% restocking fee applies.
11. Who pays for return shipping?

Customers are responsible for return shipping costs, unless the return is due to a defective, damaged, or incorrect item.

12. How do I initiate a return?
  • Contact us at info@wallpanelmall.com with your order number and reason for return.
  • Receive return authorization and instructions.
  • Ship the item using a trackable method.
13. Do you offer exchanges?

Yes. To exchange, please follow the return process and place a new orderfor the desired item.

14. When will I receive my refund?
  • Once your return is received and inspected, we will notify you by email.
  • Refunds are processed within 5 business days to your original payment method.
  • Processing times may vary depending on your bank or credit card provider.
15. Are there any non-returnable items?

Yes, the following cannot be returned:

  • Items that are damaged, altered, or show signs of wear.
  • Gift cards or promotional items.
16. What if my item arrives damaged or incorrect?

Please contact us immediately at info@wallpanelmall.com with your order number and photos. We will arrange a replacement or refund at no extra cost.

17. How do I contact customer support?
  • Email: info@wallpanelmall.com
  • Business Hours: Monday to Saturday: 9 AM – 5 PM
  • Sunday: Closed
  • Order Cut-off Time: 11 PM (GMT-05:00) Eastern Standard Time (New York)