FAQ
Ever thought of painting a masterpiece but didn’t know where to start? Our paint by numbers kits are your gateway to unleashing creativity, equipped with easy-to-follow numbered sections and corresponding paints. Got questions on how to get started or what photo works best for a custom kit? Check out our FAQ for all the details you need to embark on your artistic journey. We’ve broken down the process into simple steps to ensure your painting experience is as smooth and enjoyable as possible. So, grab your kit, and let’s get painting!
My Custom paint by numbers
What is a paint by numbers kit?
Paint by numbers kits are boards on which light markings to indicate areas to paint, and each area has a number and a corresponding numbered paint to use. The kits feature little compartmentalized boxes that hold the numbered color pigments.
How does it work?
1 – Each canvas features numbered sections, providing a clear path for your artistic adventure.
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 – Avoid a cluttered background. Keep it simple to ensure the focus remains on your subject.
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.
Due to the high volume of orders, we are experiencing delays in deliveries We appreciate your patience and continued support of our products.
We will send you an email with your tracking number as soon as your order is ready to ship.
Where do you ship from?
Our Paint By Numbers kits are custom-made to your order. This ensures you receive a fresh, high-quality product tailored to your preferences. When you order a kit, we have to make it in our art production and exhibition center in China. After our artists complete their work, we carefully package it and ship it using a reputable shipping company. Our global courier network, including USPS, FedEx, UPS, Canada Post, Royal Mail, and others, guarantees your package reaches you efficiently. Enjoy the convenience of worldwide shipping.
All Paint By Numbers kits you find online originate from China and other Asian nations. They are not produced in any other part of the globe. 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 paint 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.
US orders typically arrive in 10-20 days, while international orders take 15-30 days. Please note that shipping times may vary due to the 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?
The Coronavirus has led to stricter customs regulations worldwide. As a result, packages are undergoing more thorough inspections, particularly those containing liquids. Once customs authorities confirm the package’s safety, they’ll release it, and you’ll see updates on your order. We appreciate your understanding of this situation, which is out of our hands.
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 email 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?
To cancel your order, simply contact us by email at [email protected]. Our team will assist you with processing the cancellation. However, please be aware that a $5 service fee will be deducted from your refund.
We will do our best to accommodate your cancellation request. However, it’s important to note that we cannot cancel or refund orders once we have processed or shipped them.
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 could handle your parcel, increasing the risk of damage during transit. Upon delivery, carefully inspect the product before signing for receipt. 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 the ModernPaintByNumbers Customer Service department via email [email protected]. They will provide you with directions and the address to return your product. Please return the item in its original, undamaged packaging. Verify the item’s quality. Make sure it’s unused, fully functional, and undamaged.
Please be aware that you’ll need to cover the shipping costs for returns. We won’t refund lost packages. If your package gets lost in transit, we’re not liable.
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.