Need help? Get in touch!

Our support time is available Monday to Saturday. You can expect a response within 24 business hours. On exceptional occasions, it might take up to 48 business hours. Please, check the FAQ below before reaching out. The answer you're looking for might be there!

Frequently Asked Questions

Can I get an update on my order?

Please, note. Regular paint by numbers can take 2-3 business days to be made unless you purchased a US stock product, which usually ships within 24 business hours. Custom kits typically need 3-5 business days to be made.

We always email you the tracking information in your shipping confirmation email. Search your inbox for an email with the subject "Here's your tracking information!" from support@canvasbynumbers. Additionally, you can track your order here by entering your order number.

If you don't see any information other than "shipping label created" or "shipment information received," your order has not been shipped yet.

My order is stuck in transit!

We have two different catalogs. One shipping from Texas and one shipping directly from our factory overseas. When it comes to international shipments, it is common that the tracking information will not update for a few days. Even a week. This is due to customs inspection or possible carrier delays.

Once you see "custom clearance completed" in the tracking information, please allow a few days for USPS to collect, scan, and update the parcel status.

To better understand the overseas shipping process, you can read this short article here.

I purchased a US stock product. Why is it coming from overseas?

As stated on the product page (shipping information tab), all pre-stretched frame kits will ship from the factory. These are made to order, so you can receive a brand new stretched canvas in pristine condition. You can pay expedited or ask us to switch your order to a DIY frame kit (if the image is available in our Texas warehouse) if you want faster shipping and the order has not been shipped yet.

I need more paints or I'm missing a color/s. Can you help?

Sure thing! Contact us and let us know the exact color codes that you need. These codes will be printed on the paint pots, and the legend color card provided with your painting kit.

My order is damaged

We are very sorry to hear that! Please, email us at support@canvasbynumbers.com and include your order number with a picture of the fault or issue.

Can I send you my picture for a custom kit preview?

Yes! We will make a sample free of charge so you can order if you are happy with it. However, creating samples is time-consuming. Please, make sure you check the requirements to choose a suitable picture (info in the recommendations tab) before contacting us. Additionally, you can send us no more than 2 images.

My card is being rejected

On some occasions, the payment might not go through as intended. This can be due to multiple reasons, from entering the wrong CVV to having no funds in the account. But assuming all info was entered correctly, and you have enough funds, your bank might block international transactions. Our payment gateway (Stripe) is based in the EU, so this is a remote chance of affecting the transaction. We recommend reaching out to your bank to double-check or using a different card or payment method such as PayPal.

When will I receive my refund?

Once processed, you'll receive your funds back, usually in 4-5 business days, depending on your financial institution.