Here are some of the questions that our customers most frequently have for us.
Where is my order?
Our items are sourced in bulk from international suppliers, so packages usually arrive at your doorstep between 12-30 days after you place your order. In extremely rare cases, it may take a bit longer. Factors such as bottlenecks in shipping and delays at customs may impact delivery time.
You can track your order here by simply entering your order number and email into the box. Additionally, we will send you your Tracking ID in your shipping confirmation email.
Why did I only receive part of my order?
We ship our items from multiple locations overseas, so orders with multiple items may arrive separately and at slightly different times.
Why did I receive two separate tracking numbers?
Because we ship from multiple locations, your order may arrive in multiple packages. Each package is assigned a different tracking ID.
This is totally normal - we ship from different warehouses, so if you order 3 paint by number kits and one of them is not in stock in warehouse A, we'll ship it from warehouse B so you don't need to wait.
What shipping provider do you use?
You can expect to receive your package(s) through your local carrier (USPS if you are located in the US) once it passes through customs. Times will vary depending on multiple factors, including seasonality, backlog, and the speed of your local carrier.
What is your Refund Policy?
We offer a 60-day money back guarantee. If you are not 100% satisfied with your purchase simply contact us at firstname.lastname@example.org and we will gladly walk you through returning your order to us for a refund. Please note, we do not offer free return shipping and this is a cost you will incur if you choose to return your item to us for a refund.
All you'll have to do is ship the item(s) to our location and we'll extend you a full refund upon receipt and item inspection.
See our full Return Policy here.
What is your Exchange Policy?
All you'll have to do is ship the item(s) to us and we'll ship you out a replacement item (or items). Please get in touch before if that's the case.
See our full Exchange Policy here.
How can I contact you // where can I find customer support?
Please note that our support email is support@canvasbynumbers. A customer service representative will reply to your email within 24 hours.