Frequently Asked Questions

WHAT SHOULD I DO BEFORE STARTING MY PAINT BY NUMBERS KIT?

• Lay your canvas flat for a few hours (or overnight) so it relaxes. Set up your paints and brushes, keep a cup of water and paper towels nearby, and check the reference guide before your first stroke. Good lighting makes a big difference.

How do I get the best painting result?

• Use two thin coats instead of one thick coat so the numbers don’t show through. Many painters start with lighter colors first and move toward darker shades. Rinse brushes often and reshape the tip so lines stay clean.

WHAT SHOULD I DO IF I MADE A MISTAKE?

• Let the paint dry completely, then paint over it with the correct color. If the mistake is large or the color underneath is strong, apply a thin base coat (white or a light neutral) first, let it dry, and then repaint the correct color on top.

MY PAINT FEELS THICK OR DRIED OUT. WHAT CAN I DO?

• Add a few drops of clean water and mix well. Add slowly until the paint flows smoothly. If you have acrylic medium, you can use a tiny amount for an even better texture.

CAN I PAUSE AND CONTINUE LATER?

• Yes. Close the paint pots tightly after each session and store the kit in a cool, dry place. If you’re pausing for a while, cover the canvas to keep dust off.

HOW DO I FRAME OR DISPLAY MY FINISHED PAINT BY NUMBERS KIT?

• You can frame it like regular art, mount it on a wooden stretcher frame, or display it with poster hangers. If your canvas arrived rolled, it can still be stretched or framed after it’s done.

What kind of photo gives the best custom result?

• Choose a sharp photo with good lighting and clear focus. Photos that are too dark, blurry, or crowded can lose detail once converted into paint areas.

What size should I choose for the best detail?

• Bigger sizes usually show more detail and feel smoother to paint, especially for faces, pets, or busy backgrounds. If you’re unsure, choose the larger option for a clearer final result.

Will my custom kit look exactly like my photo?

• Custom kits are designed from your photo, but they are not meant to be perfect replicas. Small differences in color, shading, and detail are normal because the image is converted into paint areas for a paint-by-numbers style result.

Can I choose the difficulty level for my custom kit?

• Yes. You can choose a simpler style for a relaxing project or a more detailed style if you want a more complex painting experience.

Can I order a custom kit as a gift?

• Yes. Custom kits are popular gifts for birthdays, anniversaries, weddings, and memorial pieces. If you want it delivered as a surprise, make sure the shipping address is correct before it ships.

Can you edit my photo before making the kit?

• If you want small adjustments (like cropping or focusing on the main subject), tell us when you email [email protected] We’ll let you know what’s possible.

How can I track my order?

• When your order ships, you’ll get an email with your tracking number. You can use that number to follow your package as it moves through the delivery steps.

When will I get my order?

• Most orders arrive within 20 to 30 business days. Timelines can vary based on your location, seasonal demand, and carrier processing.

What happens if my delivery is delayed?

• Shipping timeframes are estimates. If your tracking hasn’t updated for a while, contact us at [email protected] and we’ll help you check what’s happening and what the next steps should be.

What does “delivered” mean if I don’t have the package?

• Sometimes carriers mark packages delivered slightly early, or they may leave it in a safe spot. Check around your home, with neighbors, or building reception first. If you still can’t find it, contact the carrier. Packages marked delivered but missing may not be eligible for replacement or refund if they were stolen after delivery.

Can I change or cancel my order after it’s been placed?

• Yes, you can request a change or cancellation within the first 24 hours. After 24 hours, changes or cancellations may have a small fee (for example $5), depending on the order status. Orders that have already shipped cannot be cancelled, and custom kits cannot be cancelled once production starts.

Can I return a paint by numbers kit after receiving it?

• Standard kits can be returned within 30 days of delivery if they are unused and in original condition and packaging. Clearance items are final sale. Custom kits are only eligible for return if they arrive defective or damaged.

How do I start a return?

• Email [email protected] with your order number and a short explanation. If your package is still in transit, please accept delivery first, then contact us and we’ll guide you through the return steps.

Do you provide prepaid return labels?

• In many cases, we can provide a prepaid return label. Fees may apply for AK, HI, and PR. International customers are responsible for return shipping.

How long does a refund take?

• Once we receive and inspect your return, refunds are typically issued within 5 business days to the original payment method. We recommend keeping your return tracking receipt until the refund is confirmed.

Do you offer exchanges?

• Yes. If you need a different item, email [email protected] and we’ll help arrange an exchange.

What if my kit arrives damaged?

• If anything arrives damaged (canvas, paints, or accessories), contact us right away. We’ll help with a replacement or refund depending on the situation. Damage to the outer shipping box alone doesn’t count as product damage if the kit inside is safe and intact.

I received the wrong product or the wrong specifications. What should I do?

• Contact us as soon as you notice the issue. We’ll fix it at no extra cost. This includes receiving the wrong design, wrong format (framed vs rolled), or missing accessories.

What if I run out of paint?

• Paint coverage can vary by color. If you run out, we can send extra paint for free upon request. Running out of paint does not qualify for a refund.

My canvas has dents or wrinkles from shipping. Is it defective?

• Minor dents and wrinkles can usually be fixed by laying the canvas flat, stretching it, or using gentle heat. If the dents are severe, contact us and we’ll help with a replacement canvas.

Can I return a custom kit if I don’t like how it turned out?

• Custom kits can’t be returned based on personal preference. Because custom kits are made from photos, small differences in color and detail are normal. If you’re not happy with the result, email us photos and we’ll review your case, adjust the design if needed, and help with a remake when appropriate.

Do you ship internationally?

• Yes, we ship to many countries. International delivery times and tracking updates may vary by location and local carrier handling.

Can I update my order details after it ships?

• Once an order ships, we usually can’t change addresses, items, or shipping methods. If you’re unsure, email us and we’ll tell you what’s still possible.

What if my tracking hasn’t updated for several days?

• This can happen during carrier handoffs or busy periods. Send us your order number and we’ll help check the latest scan and the next steps.

How do I contact customer service?

• Email us at [email protected] and include your order number whenever possible so we can help faster.