Frequently Asked Questions

Most kits ship from our California or Texas locations. Canvas board, diamond painting and dot painting kits ship from a partner facility.

• Paint by numbers kits: 3 to 7 business days.
• Canvas board, diamond painting and dot painting kits, and orders outside the U.S.: 7 to 14 business days.

The shipping info tab on each product page shows the estimate for that item.

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.

Important: During peak season (November–December), address changes are not guaranteed. Due to a high volume of support inquiries, we may not be able to process the change requests before an order has already been shipped. Please ensure you use the correct address at checkout!

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.

Yes! 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 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.

Important: During peak season (November–December), cancellations are not guaranteed. Due to a high volume of support inquiries, we may not be able to process cancellation requests before an order has already been processed.

Reach out to us, send us clear photos of the damage, and we'll promptly arrange a free replacement. No extra costs involved.

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 canvas care guide 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 support@canvasbynumbers.com 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.

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.

Choose a sharp, well-lit photo where the main subject is close to the camera, and avoid small text in the image. The photo guide on our custom kit page shows which canvas size and how many colors suit your photo. Not sure about yours? Contact us before placing your order and we will check it for free.

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 depending on the detail level you choose, we use up to 24, 36, 48 or 60 colors. 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:

Shop the Custom Paint by Numbers Kit

Some colors, mostly yellows, whites, light pinks and pale blues, are semi-transparent, so the printed numbers and lines can show through after one coat. That is normal. Let the first coat dry, then add a second one. Painting the light areas before the dark ones next to them also helps, and avoid adding water, which makes the paint thinner.

If the paint is still wet, wipe it off with a damp cotton swab. If it has dried, simply paint over it with the right color once it is completely dry. Covering a dark color with a light one may need two or three thin coats. Acrylic paint is very forgiving, so a small slip is easy to hide.

It depends on the kit level, the size and your own pace. As a guide, Beginner kits take about a week of relaxed painting, Intermediate kits a little more than a week, and Advanced kits two weeks or more. A larger size or Premium detail adds time.

Close each pot tightly after use, since acrylic paint dries quickly when left open. If a color has become thick, add one or two drops of water and stir. If it has dried out completely, contact us with the color number: within 60 days of delivery we send replacement paints for free.

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. See our canvas mounting guide and refer to step 3.

A pre-stretched kit is ready to hang once the paint is dry, with a hanging kit included. A rolled canvas can go on our DIY frame or to a local framer. Our canvases are made in metric sizes (40x50 cm is slightly smaller than 16x20"), so measure the painted area before buying a frame.

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 our extra paint set. 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.