Shipping

Where do you ship from?

All painting kits are shipped from Shenzhen (China) via direct airline or from our US warehouse in Texas (only for Us customers and subject to availability).

How long does it take to get my order?

We will need 3-5 business days to prepare your order (regular paint by numbers) or 5-10 business days to produce your custom painting. Once packed and handed to the carrier, shipping takes 7-15 business days.

For [USA Stock] kits shipped from our Texas warehouse, we will need 1-2 business days to prepare the order plus 2-6 business days shipping (standard) or 1-2 business days (expedited).

Kindly check each product shipping info tab to confirm production and shipping times.

What carrier do you use?

Overseas kits ship from China using Yun Express, Wanb Express, YDH, or FedEx. Once your order arrives in the US, USPS will handle the delivery.
For [USA Stock] kits, we use USPS, DHL, or FedEx.

How can I track my order?

We will send your tracking information to the email address used at checkout. You can also track your order on our tracking page.

Please check your spam folder if you do not receive any order or shipping confirmation emails.

What is package protection?

Package protection is an insurance item added by default to your cart. It protects your shipments against loss, damage, theft, or misplacement after delivery, and it costs less than $0.98 for orders under $100, or 2%, or the order value above $100.

You can opt out anytime by toggling it off. Bear in mind we won't be liable for any in-transit issues that might happen if you do so.

Do I need to pay duty fees?

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

My order has been returned to sender

Kindly note that your responsibility is to monitor the shipping updates. If the driver cannot access your address to deliver (i.e., gated access), the parcel will be left at the local post office for pickup or redelivery. If you entered the wrong address at checkout, it will be returned to us.

Don't worry. We can resend your order, but we'll charge you a reshipment fee depending on the order weight.

Always ensure you enter the correct shipping address at checkout and check the tracking information every few days to monitor the parcel status.

Refunds & Returns

Can I cancel my order?

If you wish to cancel your order, please do so within 24 hours after payment. You can email us at support@canvasbynumbers.com with the subject "CANCEL ORDER" and your order number. Please note if we have already started producing your order, we won't be able to cancel it.

My order arrived damaged

Please contact us if you purchased package protection at checkout, and your order is damaged upon delivery. We will gladly issue a free replacement. It won't cost you a penny. If you opted out/disabled package protection before checking out, we won't be able to assist.

Some instances won't be considered a damaged product, and therefore, we will not issue a replacement/refund when:

- Your canvas has small dents or wrinkles due to transportation. These can typically be removed, as explained here.

- If we missed or mistook any paint colors, we would gladly resend them, but we won't provide a refund based on this.

- Packaging has a protective function. If your box or tube container arrives damaged, we can only replace your order if the main product is damaged.

- If you find your canvas hard to read or some numbers are missing, we will be happy to provide the high-resolution PDF file so you can complete your painting.

Can I return my order?

If you wish to return a product, the returned item must be unused, fully functional, undamaged, and in its original packaging in a resealable condition. You will be responsible for the shipping fees. Please email us at support@canvasbynumbers.com with your order number.

We will provide a return address in the US.

Note that custom kits and framed kits are not returnable since these are designed/framed under demand for you.

My order is lost or misplaced after delivery

We're sorry to hear that. If you purchased package protection with your order, reach out to us, and we will send you a new order free of charge. Please note if you opted out of package protection at checkout, we wouldn't be able to assist. Disable the coverage at your own risk.

Product questions

How to get started with Paint by Numbers

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.

What's in the package?

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.

How to pick the right photo for your custom kit

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.

What to expect from your custom paint by numbers?

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:

https://canvasbynumbers.com/products/custom-paint-by-numbers-kit/#accordion?no=3

Paints and coverage issues

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.

How to mount your DIY frame?

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.

What if I run out of paint?

Our kits include all the paint you need to complete your painting. Still, if you need more colors, we will be more than happy to send them free of charge within 60 days of delivery, as per our guarantee. After that period, you'll need to buy a new set of paints.

What are the canvas and frames measurements?

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.

My finished painting looks different from the website image

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.

Payments

Are my card details safe?

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.

My card is being rejected. Why?

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.

Bank/PayPal disputes

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.