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Frequently Asked Questions

Get answers for the most common queries related to shipping, refunds, returns, products and payments.

Shipping Questions

We have warehouses in the US and China. The origin of your shipment depends on the specific product you order.

Depending on the product you order, it will be dispatched from the most suitable location depending on availability. The following times are working days (excluding weekends and bank holidays).

  • Kits that are readily available in the US typically arrive within 2-6 business days.
  • Overseas kits require a 7-14 working days from the order date.

You can check the shipping info tab on each product page to confirm the estimated delivery for that particular item.

We always strive to get your kits to you as quickly as possible! Many thanks! 😊

Before being delivered, your parcel needs to go through several processing centers. These are known as "shipping partners," and their job is to scan and classify parcels before being handed to the last leg carrier (USPS, Ontrac) for delivery.

Depending on their backlog, some shipping partners will need a few days to process the order. This means you'll see the parcel "stuck" in the same location. There's no reason to worry; this is part of the process. However, if you see no movement for more than a week, kindly contact us so we can verify there are no issues with the shipment.

We will send the tracking information to the e-mail address associated with your order once available. Make sure to check your spam folder if you do not receive any order or shipping confirmation emails.

You can also track your order on our tracking page. Simply input your order number and email, or the tracking number to display the information.

Yes, we can definitely do that for you, as long as the order has not been shipped.

Kindly contact us as soon as possible and provide us with the order number and the new shipping address. If the order is already in transit, you must contact the carrier to fix the address. We can send you the USPS tracking number so you can reach out to them. Their customer services phone number is 1-800-275-8777. Many thanks!

When your order is returned to the sender, 99% of the cases are due to an incorrect/incomplete address. We generate the shipping label with the exact address entered at checkout, so it is very important to double-check the information before submitting your order.

If your parcel has been returned, we can definitely resend it. However, please note that there will be a reshipment fee based on the items, as we incur additional carrier charges for the second shipment. Alternatively, if you opt for a refund, we'll need to deduct this fee to cover the costs of return and any necessary restocking or disposal.

No. We already cover these fees, and you won't be asked to pay anything extra to deliver your order.

Refunds & Returns

Yes! If you wish to cancel your order, please do so within 24 hours after payment. You can email us at with the subject "CANCEL ORDER" and your order number. Please note that if we have already started producing your order or it has been handed to the carrier, we won't be able to cancel it.

Remember that if you ordered the incorrect items, there's no need to cancel & reorder. We can help you change the items ordered without having to place a new order.

If you opted for package protection at checkout and your order arrives damaged, rest assured we’ve got you covered! Reach out to us, send us clear photos of the damage, and we'll promptly arrange a free replacement. No extra costs involved. However, if package protection wasn't selected during checkout, we might be limited in how we can assist.

Understanding Product Conditions:

Not all situations qualify for a replacement or refund. Here's what to keep in mind:

  • Minor Dents or Wrinkles: Transportation can sometimes cause small dents or wrinkles in your canvas. Don’t worry; these are usually fixable. Check out our guide here for easy solutions.
  • Paint Mix-ups: Missed a color? No problem! While we can’t offer refunds for this, we'll happily resend any incorrect or missing paint colors to complete your masterpiece.
  • Packaging Damage: Our packaging is designed to protect your artwork. If the outer box or tube is damaged, but your main product (the canvas) is intact, we usually do not replace the entire order. However, if the canvas itself is damaged, we'll take care of it.
  • Canvas Clarity: Having trouble reading your canvas? Let us know, and we'll provide a high-resolution PDF file to help you continue painting with ease.

Sure thing! If you wish to return a product, the returned item must be unused and in its original packaging. You will be responsible for the shipping fees. Please email us at with your order number. We will provide a return address in the US. Once we receive and inspect your items, we will refund your order to the original payment method. Kindly note refunds can take 3-5 business days to be completed.

Important: custom and pre-stretched kits are not returnable since these are made to order for you.

No worries. You can contact us to send it back for a refund and place a new order for the item you'd like instead.

Kindly note that framed and custom products cannot be exchanged if you change your mind.

Product questions

Everyone can paint by numbers and enjoy its benefits. If you're still wondering how it works, we've put a complete paint by numbers starting guide with the basics.

All our Canvas by Numbers painting kits include the following:

- Pre-printed and colored artist canvas.
- Numbered acrylic-based paint set. 
- Set of 3x standard paint brushes.
- Hanging kit, including 2x screws and 2x non-track hooks (for framed paintings).
- Reference sheet.
- Instructions manual.
- Color card with the finished image.

Kindly check our recommendations to make sure your custom painting will turn out amazing. We will process the image submitted so please ensure it ticks all the boxes. Contact us if you have any questions before placing your order.

While custom paint-by-numbers kits are our best-selling item and are super fun to do, it is essential to set the correct expectations:

- Custom kits are not exact replicas. Your painting will resemble your picture, no doubt, but it will not be like your picture. Please do not expect your finished painting to be a copy of the photo. After all, it is a picture turned into a paint by numbers kit using our software.

- Some color difference is expected. A photo contains several thousand colors, and we are picking 24, 36, or 48 colors for you. Our software will match the colors for the best result. This means some colors are sometimes similar to the original photo but different.

- The most important thing is to follow our recommendations when submitting a picture. Remember that it is your responsibility to read these and upload a suitable image:

That happens more or less, depending on the color. In all paint by numbers, you will find opaque and semi-opaque colors. The grade of opacity is given by the degree of light that the color lets through (by definition, something opaque will block the light). Each color uses a different pigment - while white or black are opaque colors due to the type of pigment they use, other colors such as yellow or orange will allow more light in, or in other words, the pigment is not as strong when acting as a barrier.

For this reason, some color might require multiple layers.

We apologize for any inconvenience caused. If you find any incorrect color or dry paints in your kit, please don’t hesitate to contact us with the specific color codes you require.

These codes can be located either on the paint pots or on the color chart card included with your kit. We're committed to rectifying the issue promptly to ensure you have a smooth and enjoyable painting experience.

If you purchased our DIY frame, we have a short article with a video included so you can see how it is done. To have a look click here and refer to step 3.

Yes, we can provide free extra paints for 60 days after your delivery. Kindly contact us and let us know the color codes you need. If you're past the warranty period, you can still buy extra paints here. Make sure to upload a photo of your color card list if you need more paints for a custom kit.

Both our canvases and frames are manufactured considering the metric system. The canvas size you see on the website will be the paintable area. I.e., a 40x50 cm canvas will have a 40x50 cm paintable area + canvas borders. The frame size provided measures the outer edges.

40cm = 15.748 inches
50cm = 19.685 inches

It is also possible to have a slight error margin when cutting the canvas or frame bars, but the deviation will be marginal since this is done through a machine.

We use the original artwork for marketing purposes on our website. What you'll receive is the paint by numbers conversion of that image. We are constantly adding/removing images from our catalog, and it would be very time-consuming to paint each kit.

This means that your Canvas by Numbers kit will have some color and detail differences while maintaining the essence of the original painting. With our paint by numbers kits, you'll be able to reproduce an original artwork beautifully, but please do not expect an exact reproduction.


Absolutely. We use SSL encryption for all data, and we are a PCI-compliant company, meaning we follow all credit card industry requirements and best practices. Furthermore, not even our employees have access to your full card details, even after a purchase. We can only see the last four digits for verification purposes.

We accept most cards and express payments, such as PayPal, Apple Pay, and Google Pay.

If your payment is not going through, ensure you have entered your card details correctly. If that's the case, you can contact your bank, as they might be blocking the transaction on their end.

Alternatively, you can try another payment method, such as PayPal or a different card.

Sometimes things go differently than planned, and while we understand it can be frustrating to have an issue with an order, please reach out to us and give us a chance to help before disputing a charge.

Disputes are harmful to everyone - they're time-consuming and require to provide documentation to support a case. We will be willing to assist before reaching that point.

Simultaneously, any fraudulent chargebacks generated to obtain a free product will be reported to the corresponding cybercrime unit.

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