Refund Policy

100% MONEY BACK GUARANTEE

We got your back! We offer a 60-day 100% money back guarantee. We want you to stay with us in the long-term!

Money back guarantee

If you wish to return a product, the returned item must be unused, fully functional, undamaged and in its original packaging in a resalable condition. You will be responsible for the shipping fees. Please note, sale items and custom kits cannot be refunded or exchanged unless they are defective!

If for any reason, your order is lost in transit, we will issue a full refund, or issue new kits free of charge. 

If your item is defective (i.e., ripped canvas), we'll offer you a replacement free of cost or refund you in full after getting the item back.

Shoot us an email at support@canvasbynumbers.com stating your order number, email used to place the order and attaching photos of the issue. We promise we'll leave you satisfied.

Cancellations 

If you wish to cancel your order, please contact us within the next 24 hours after placing it. Otherwise, we may have shipped already, and we have no way to retrieve the item unless you wait for its delivery and return it!

    100% DELIVERY GUARANTEE

    - Buy with confidence! We offer a 100% delivery guarantee on all our paint by number kits! If you're wondering where your order is, we highly recommend you visit our Track your order Page first!

    - All out kits are tracked & insured, which means that even in the extremely rare event that your parcel gets lost in transit, we will send you a new kit totally free of cost. No questions, no hassle. The following compensations do not apply under force majeure causes which are out of our control. Examples of these causes are customs and local post delays or retentions due to peak season, public health emergencies, riots, or any other circumstances out of our control.

    - Please note, it is your responsibility to have a safe place to receive your order. USPS will usually deliver to your mailbox or front door. If your order is marked as delivered by USPS but you cannot find the package, please contact them at 1-800-275-8777 as soon as possible. 

    You can identify your USPS tracking number by entering your "YTxxxxxxxxx" tracking number received via email in the link below:

    https://www.yuntrack.com/Track/Detail

    The second column ("last mile delivery tracking number") is your USPS tracking number. You can then enter that number in the official USPS website:

    https://tools.usps.com/go/TrackConfirmAction_input

    In case of doubt, we recommend using a commercial address at checkout, so the package can be safely received by staff personnel, at reception, etc. Once your parcel has been marked as delivered, we cannot take responsibility for misplacements, theft and other similar events.

    Got an order with defective items?

    Sometimes mistakes or accidents happen. Please, send us a photo of the defect to our support email at support@canvasbynumbers.com or our Contact Us Page 

    *Indicate clearly what's wrong with the item or item(s). Items will be evaluated on a case-by-case basis, after which a replacement will be sent or a full (100%) refund will be extended for orders of which the buyer is not at fault. 

    Please note. An item is considered defective when the fault prevents using the product or to complete the final painting. For example, a ripped canvas, leaked paints, or a frame damaged in transit can be considered damaged products. If your canvas has small dents due to transportation, these can typically be fixed by ironing the canvas or stretching it. We will evaluate these cases and decide if a replacement/refund should be granted. If your kit was shipped in a box and the box is damaged, this is not considered a reason to claim a refund. If some of the numbers are not clearly visible, we can provide a PDF guide so you can complete the painting. 

    Have any other issues?

    Talk to us! We'll gladly look into it. Send us an  email at support@canvasbynumbers.com or use our Contact Us Page. Please be descriptive so we fully understand what the issue is. Photos are more than welcome.

     

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