Where do you ship from and how long does it take to receive a package?
Regular kits: Our shop is located in Washington State and ships worldwide. It can generally take us between 1 to 3 business days to process orders. Once your order has been processed, you will receive tracking information for your package within 24 hours. We ship all US orders with 1 to 3 day shipping speeds and international orders with 1 to 3 week shipping speeds (Canada generally takes around 1 week).
Custom kits: Our Custom kits are fulfilled by our manufacturer and ships worldwide. It can generally take between 21 to 35 days to create and deliver a high quality custom kit.
Trust us, you cant rush perfection and the wait is definitely worth it!
* Due to the unexpected high demand, we are changing our processing time to 5 business days. However, we usually process all orders within 0 to 3 days.
* Shipping: There are currently global shipping delays all over the world, including in the US, that are caused by COVID-19. With that said, we have seen around 2% of our packages experience a COVOD-19 related shipping delay. While the majority of these delays (~1.8%) only experience a delay of a few days, a very small handful (~0.2%) experience a delay by up to 1 to 3 weeks. With that said, 100% of our packages have been delivered and we have never had a package get lost in the mail.
Please understand that we are unaffiliated with USPS and any shipping delays caused by COVID-19 are completely out of our control. We can not predict, nor prevent, when one of our packages experiences a COVID-19 related shipping.
Since we have only seen a couple of our packages delayed by 3 weeks, we will not consider a package to be potentially lost until 3 weeks past the expected delivery date. After the 3 weeks, we will then open a USPS investigation to find out why the package has not been delivered. If USPS determines that the package is lost and confirms that they will reroute the package back to us if it's ever found, we will then process a full refund for the order
* Custom orders: We are unable to ship Custom Paint by Number kits to Canada at this time due to Canada prohibiting Express shipping from international countries due to COVID-19. While it generally takes 15 to 21 business days to deliver a custom order, there may be COVID-19 related shipping delays that may further extend the delivery date.
Will I need to pay customs duty and taxes?
For international orders, you may be subject to paying customs duties and taxes. These duties and taxes are not included in the price of the item and will be your responsibility to pay. The cost of the duties and taxes will depend on the declared value of your package. Please refer to your local post office for more information
Does the kit come with enough paint to finish the kit?
Each Kit contains enough paint to complete the project. We unfortunately do not carry extra paint, so if you run out for any reason, you should be able to find the paint colors you need at your local craft store. Paints are not available to be purchased or replaced from us, so please make sure that your paints are always sealed when not in use.
Why are the color pots with a dot instead of a number? Also, why is there grayed/filled out sections on the canvas?
You may encounter some canvas that have areas grayed out, instead of having a number assigned to them; if you look through your color pots, you’ll find one with a dot on it, this color pot will be the one to use on top of those greyed out areas.
Why are the numbers showing through the paint?
Sometimes it’s possible that after a layer or two you may still see the numbers show through white colored areas when looking closely. If you find yourself needing to add layers of paint to completely cover the numbers, try instead using a white pencil color and coloring over the numbers before painting the areas.
How many layers do I need to paint?
Start with one, wait for it to dry 10 to 15 minutes and decide if it needs a second or even third layer; this will depend on your personal preference.
How to keep paint moist?
Paint one number at a time, closing the paint pot in between strokes, once you’re done with all the sections for that color, make sure the pot of color is well sealed before moving on to another color.
How do I make the paint less thick or revive dry paint?
If you find it easier to work with a more fluid paint, feel free to add a few drops of flow improver. Do NOT use water to thin the paint out, it will only make it clumpy.
Whats your refund policy?
If you are unsatisfied with your purchase for any reason, you must contact me within 7 days of your item(s) being delivered. We will be happy to refund the items as long as they are returned UNUSED and with packaging that protects the kits from damage. The customer is responsible for the cost of return shipping.
Due to the nature of Custom Paint by Number kits being made to order, we do not offer refunds on these kits. However, if there is an issue with your order, please contact is so we can work it out with you.