January SALE! All Custom kits 15% OFF & Up to 20% OFF on selected kits!

Contact Us

We're here to help. Our support team is available from Monday to Friday. We usually reply in 1-2 business days. In the meantime, you can look at the frequently asked questions below or at our full FAQ section.

Some frequently asked questions

Shipping

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.

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 frequent 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.

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.

Product questions

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.

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.

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.

Payments

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.

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

Absolutely. Our business is PCI DSS compliant (Payment Card Industry Data Security Standards). All transactions are encrypted, and not even employees have access to your full card details. We will never charge your payment method. Any purchases with be made via our secure checkout.