FAQ

COVID-19 UPDATE:

Tracking site: https://www.17track.net/en

Demand for kits has been insatiable and we have received over 10x our normal order volume over the last 5 weeks. Every order is guaranteed to be delivered, but with the global pandemic, production times and shipping times will be much slower, so it will take longer than usual for your kit to ship and arrive. It may also take us a bit longer to get back to you when you message us. We really appreciate your patience with us during these very difficult times.

When should I expect my order?

If you have received a shipping confirmation email, your order has shipped and is on its way! If you are getting an error, please give it a few more days. It takes our mail carrier some time to scan the shipping label and for the tracking system to update. Once shipped we expect parcels to take about 4 – 6 weeks. Many shipping companies have reduced staff so there is a lot of unpredictability in shipping times. We are negotiating bulk rates for faster shipping services and doing everything we can to get kits out as quickly as possible.

Why didn’t I receive my shipping confirmation email?

Unfortunately your order may not have been shipped yet. We understand why that could be frustrating and sincerely apologize for the delay. Nearly all paint by number kits on the market are currently back ordered 1-2 weeks. To give you an idea of what is going on, COVID-19 and various quarantines throughout the world have caused sales to spike so much that we are producing kits constantly and sending them directly from our factories as soon as they are complete.

Why did I only receive part of my order?

We fulfill orders from multiple locations, so orders of 2+ items may arrive in separate packages and at varying times.

Why did I receive two separate tracking numbers?

Because we ship from multiple locations, your order may arrive in multiple packages. Each package is assigned a different tracking ID.

Why does tracking show an error message or “shipping information received”?

Your order is waiting to process through the shipping company’s global processing center. A transportation restriction is limiting the number of packages that can be shipped every day, therefore packages may need to wait until they can be included in the next batch. This should take 1-2 weeks.

Why hasn’t tracking updated in 1-2 weeks?

This is a common occurrence as packages travel between distribution centers and no cause for concern. Please allow time for your package to reach the next facility and the tracking system to update.

Why hasn’t tracking updated in 2-4 weeks?

You’re seeing this delay in tracking updates because your package has departed from the origin country and is processing through customs in the destination country. Once it finishes there and is back in transit, you’ll start seeing new updates! You can expect to receive your package through your local carrier (USPS if you are located in the US). Arrival times depend on several factors, including seasonality, backlog, and the speed of your local carrier.

Why is my tracking info not updating?

Good news, this is perfectly normal! When your order is in transit and moving between countries, tracking will be very slow to update (the package(s) are on shipping containers in the middle of the ocean).

When the item lands in the US, it will move very quickly to your doorstep. You can track it by simply entering your tracking ID including in your shipping confirmation email into the Tracking Site. You can expect to receive your package(s) through your local carrier once it passes through customs. Times will vary depending on multiple factors, including seasonality, backlog, and the speed of your local carrier.

How do you get the wrinkles and creases out of canvas? The #1 secret to getting wrinkles and creases out of a canvas is to use an iron on high! However, before you go ahead and do that, you should read through our list of ironing Do’s and Don’ts

What is your Refund Policy?

Buy with confidence! We offer a 100% shipping guarantee on all our paint by number kits! If you’re not ready to return your product, but have some questions about your order, we highly recommend you visit our FAQ page!

100% shipping guarantee

If you are not completely satisfied with your order, you can return them to our Pennsylvania office location for a full refund up to 20 days after you purchase (paints dry out after a few months so unfortunately we can’t offer a longer return period).

**IMPORTANT: To begin the return process, please Contact Us with the following information:

The order number included in your order confirmation email
The email address used to place the order
The FULL name and address of the purchaser
Your purchase date
*Please note:
Returned items must be in the same condition in which you received them. Unfortunately we cannot offer refunds for partially completed paintings.
You will be responsible for paying for your own shipping costs for returning your item.

How can I contact you // where can I find customer support?

Reach out to us via email at [email protected] or our Contact Us Page. A customer service representative will reply to your email within 24 hours.

**IMPORTANT: When you do reach out to us, please Contact Us with the following information:

The order number included in your order confirmation email
The email address used to place the order
The FULL name and address of the purchaser
The order date
Alternatively, you can reach out to us on our Facebook page.

Where do your designs come from?

My Paint by Numbers is an authorized reseller of craft products. Artwork and designs are provided to us by our manufacturing partner. For any inquiries regarding copyright, please send an email to [email protected].

What’s included in my order?

All of our painting kits come with canvas, acrylic paint, and 3x brushes–everything you need to paint your passion! Just add water.

What size are the paintings?

Most of our paintings are 16″x20″ (40x50cm) and do not include a frame. A few of our paintings are different sizes, but it will show the size when you add the product to your cart

Kit Size