How long does it take to receive my order?
Products shipped from the US: preparation typically takes 1 business day (ships same day if the order is placed before 6 pm CST). Shipping takes 3-6 business days.
Product shipped from overseas: preparations typically takes 2-3 business days for standard kits and 3-5 business days for custom kits. As for shipping, it will take about 7-15 business days to receive your parcel.
Please note, the times above do not include possible delays caused by external factors such as customs backlogs, postal services delays, peak season, bad weather, riots, and causes related to the pandemic.
While we do our best to ship orders timely, there are things we cannot control. Shipping days are always business days. Thanks for your understanding!
USA stock items and Overseas items
You'll notice that some of our products have a [USA Stock] prefix in the product title. These products are shipped from our Texas warehouse and are exclusive to US customers. You can see the full collection here.
What products are shipped from TX?
• No frame and DIY frame paint by numbers kits with the prefix [USA Stock] in the product title (please note framed kits and large sizes ship from the factory overseas regardless of the product title).
• Any accessories with the prefix [USA Stock] in the product title.
The rest of the products without this prefix are shipped directly via direct flight from our factory overseas in Shenzhen, China. These products are:
• Custom paint by numbers.
• Any pre-stretched paint by numbers (they are mounted to order and require special care).
• Any painting kits and accessories without the [USA stock] prefix.
• Any large paint by numbers (above 16x20" or 40x50cm).
We are working hard to add new paintings to our local warehouse to serve you better. Thanks for your patience!
I missed my delivery
The local post service (USPS, Canada Post, etc.) will attempt to deliver your package at the front door or mailbox. If they do not have access to the address or the address provided is wrong, they will take the parcel back to the post office and leave you a notice.
Please, always keep an eye on your tracking information. It is your responsibility to collect the package if the delivery fails for any reason. If the parcel is returned, we will be happy to resend your order, but you will need to cover a reshipping fee that will depend on the shipment's weight.
If you opt for a refund after the package has been returned, we will deduct the initial shipping cost from the amount pending to refund. If you missed your delivery due to a fault on our end, we will resend your order and not charge you anything.
Is my shipment lost?
All our shipments are tracked & insured, which means that even in the sporadic event that your parcel gets lost in transit, we will send you a new kit free of cost. No questions, no hassle.
Please note, it is your responsibility to have a safe place to receive your order. USPS (or equivalent local post of your country) will usually deliver to your mailbox or front door.
If your order is marked as delivered by USPS, but you cannot find the package, please get in touch with them at 1-800-275-8777 as soon as possible and check with family & neighbors. We cannot take responsibility for misplaced or stolen packages. Once the shipment is marked as delivered, we cannot assist if it is missing. Please, ensure you delivery address is totally safe or leave your order to a concierge/reception desk.
Can I cancel my order?
If you wish to cancel your order, please do so in the next 24 hours after payment. You can email us at firstname.lastname@example.org with the subject CANCEL ORDER and your order number.
USA stock items ship same day if the order is placed before the cut time. Please, make sure you consider this when placing your order. If your order has already been shipped, we will not be able to cancel it.
Overseas factory orders typically need 2 business days to be fulfilled, depending on stock and demand. If you request your order cancellation after 24 hours, we may not be able to cancel your order. In that case, you would need to wait to receive them and ship them back unopened and in the same condition received. Once we receive your order, we inspect and issue a refund within 24 hours.
For custom orders, we will need 3-5 business days to produce the kit. We kindly ask to cancel your order in the next 24 hours after payment. If we have already started production, it won't be possible to cancel the order since the time and resources are already in use.