My Custom paint by numbers
What is a paint by numbers kit?
It is a kit having a board on which light markings to indicate areas to paint, and each area has a number and a corresponding numbered paint to use. The kits come with little compartmentalized boxes where the numbered color pigments are stored.
How does it work?
1 – Numbers are indicated on each canvas.
2 – Each number represents a color of the provided paint pot.
3 – Fill the numbered space with the corresponding numbered color.
4 – Follow the numbers, become the painter!
Is my photo good enough to use?
1 – Make sure the photo is in good quality.
2 – The background shouldn’t be too cluttered.
3 – For family pictures, we don’t recommend more than 5 people if you want to clearly see their faces.
4 – High-quality close-ups with good lighting usually give the best results.
5 – Pictures taken inside in the dark or outside against the light rarely turn out well.
We conduct a photo check for every new order we receive and will email you if we need a different one. But it’s best to take matters into your own hands and ensure you upload the best photo you have.
If we do need a new photo from you, this may lengthen your delivery time by a few days.
Please note that if you refuse to provide a replacement after we have informed you that the original photo may not result in quality canvas art, then we cannot refund you. It’s your responsibility to ensure that you are happy with the photo you provide.
Note that it is the customer’s responsibility to provide a high quality photo and although we do review orders, it is not our responsibility to chase you for a better photo. Low quality photos will not result in a high spec design that we show on site. All examples on our website were produced using high quality photos.
What is in the kit?
- 1x Numbered acrylic paint set (About 24 different colors, depending on the painting)
- 1x Numbered high-quality linen canvas
- 1x set of 3 paint brushes (1x small, 1x medium, 1x large)
- 1x hanging kit, including 2x screws and 2x non-track hooks
Shipping
What are the shipping times and prices?
US Orders: Most orders are generally produced and ready to ship within 5-10 business days. This can increase to up to 20 during busy periods and sales periods. Shipping takes between 12-20 days.
International Orders: Same as above for the production time. 12-20 days transit time for Canada, United Kingdom and Australia. Up to 20 working days transit time for Europe. Up to 25 working days transit time for the rest of the world.
Time frame = Processing time + shipping time.
Please consider in mind that the impact of COVID-19 is causing local, state, and national gouvernments around the world to issue work and travel restrictions on a daily basis, which are impacting our ability to meet our high standards of service.
We are currently experiencing high order volume and deliveries may be delayed. We appreciate your patience and continued support of our products.
You’ll receive an email containing your tracking number once your order is ready to be shipped.
Where do you ship from?
Each Paint By Numbers kit needs to be made on-demand as you order. When you order a kit, we have to make it in our art production and exhibition center in China. Once our artists have finished their job, we ship it with a reliable shipping company who has partnership agreements with major courier companies around the world, your package can be delivered by USPS, FedEx, UPS, Canada Post, Royal Mail, etc.
Please note that every Paint By Numbers kits you see online are produced only in China and some other countries in Asia not produced anywhere else in the world. This is due to the high cost of the machines used to produce every picture with its components separately.
What’s the Status of My Order?
Each painting by numbers kit needs to be made on-demand as you order. That’s why our artists need between 5-10 Business Days to produce your order in a very sophisticated way. Once our artists finish their job, we ship it directly with a reliable shipping company that has partnership agreements with USPS, FedEx, UPS, Royal Mail, etc.
Shipping takes 10-20 days for US orders, 15-30 days for the rest of the world (this can be increased due to the effect of COVID-19 pandemic)
Will I receive a tracking number?
Yes, you will get a tracking number. We pride ourselves on outstanding customer support and total transparency about your order status. We’ll email you your tracking number as soon as it’s available.
If you haven’t received your tracking number after 20 days, please email us.
Why my tracking number hasn’t updated in 2-10 Business Days?
Due to the ongoing Coronavirus, the customs around the world are keeping packages under surveillance more time than usual because of security reasons especially when the product type is liquid and once they are sure that the package is safe to be delivered they will release it and you will start seeing updates on your order once they’ll do, We hope you’ll understand that it is really out of our control.
I ordered multiple products in one order, will they arrive together?
Usually yes, you will receive all items in one parcel. Sometimes one piece of art is completed a day or two before the other in the order. In these cases we ship out the completed artwork in one parcel and then send the other once it’s ready.
Payments
What payment methods do you accept?
We accept all major debit and credit cards including Visa, Mastercard, American Express, and more. We also accept PayPal payments.
Customer Support
Why is no one replying to my emails?
During busy periods such as the festive period, sales and promotions, we receive a lot more emails than usual. As such we request that you allow 2-3 days for us to get back to your initial email inquiry.
Note that we operate on a first-in first-out policy as well as a priority response system.
This means that you should only send 1 find out more mail enquiry. Sending a follow up a day or so later will actually send your email to the back of the queue, which neither of us want to happen!
Cancellation, Returns & Refunds
How do I cancel an order?
If you just made an order and would like to cancel it, contact us by email at [email protected], And they will help you process this cancellation, but please consider in mind that 5 USD will be taken from your payment for the service fee.
All orders canceled after 24 hours are subject to a 40% production and administration fee.
While we will do our best to help you to cancel your order, please note that products that have already been processed or shipped cannot be canceled nor refunded.
How do I change my order?
If you just made an order and would like to change it, simply contact us by email at [email protected]. We will help you process this change.
Please note that products that have already been processed cannot be modified.
The product I received is not the one I ordered?
It rarely happens, but if it does, we will help you manage it. If the wrong product got delivered, please contact us directly by email at [email protected] and we will assist you by exchanging with the correct item free of charge.
My product arrived damaged. What can I do?
Multiple delivery service providers would handle the parcel increasing the chance of having the order damaged during transit. Once the product gets delivered, it is important that you inspect it before signing off for receipt of goods with the carrier. If you notice that the product is damaged, make sure to add a note claim on the receipt and file for a damage claim to the delivery service provider immediately and contact us by email at [email protected]. That is the only way to ensure that the delivery service provider remains responsible for the replacement.
What is your return policy?
If you are not satisfied with your products, you may contact Our Customer Service department via email [email protected]. They will provide you with directions and the address to return your product. The returned item must be unused, fully functional, undamaged and in its original packaging in a resalable condition.
Please note that the customer is responsible for all the shipping costs to return the product, and if it got lost during transit we will not be responsible and we will not be able to refund you.
Do you offer refunds?
As your order is 100% unique and custom made for you, we cannot offer refunds. If you have a problem with your final product, please email us and we’ll do our best to make sure you’re happy. If you received an incorrect or damaged item, let us know and we’ll send out a replacement as fast as possible! Note that while we do not refund faulty orders, we do replace them as quickly as we can.