My Custom paint by numbers
What is a paint by numbers kit?
Painting by numbers is an activity that includes a kit and a canvas with a printed framework for your future painting. Every color is given its own number. You simply follow the pattern, and you’ll be surprised at how elaborate your work of art will be.
How does it work?
1 – Numbers are indicated on each canvas.
2 – Each number represents the color of the provided paint pot on the reference chart
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 of 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 have a good quality paint by number result
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 are not recommended
We conduct a photo check for every new order we receive and we will email you if we need a different one. 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. The sooner you respond to our email the better.
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 provided.
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)
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 10 – 20 days.
UK Orders: Same as above for the production time. 5-10 business days, and then the shipping takes 7-14 days.
International Orders: the production time frame is the same as before but the shipping takes for Canada, and Australia, Up to 20 days. and for Europe and the rest of the world, the shipping may take Up to 25 working days.
Time frame = Processing time + shipping time.
Please consider in mind that the impact of COVID-19 is causing local, state, and national governments 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 therefore deliveries might be delayed and the shipping time frame exceeded by a few days.
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 sent to transport and is ready to be shipped.
If you notice that the tracking number is not showing updates for more than 5 straight days, please get in touch with our support team via email so we can resolve the issue.
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 process the order, we ship it with a reliable shipping company that 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 kit you see online is produced only in China and 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 processing your order, 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 the COVID-19 pandemic and other transportation-related issues)
So how long should you expect in total? from the day you made your order, the expected time frame of arrival is the processing time + the shipping time.
Will I receive a tracking number?
Yes, you will get a tracking number. We pride ourselves on outstanding customer support service 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 15 days, please email us.
Why my tracking number hasn’t been updated in 2-10 Business Days?
Due to the ongoing Corona Virus, the customs around the world are keeping packages under surveillance for 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 one once it’s finished.
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.
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.
Why is no one replying to my emails?
During busy periods such as the festive period, sales, and promotions, we receive a huge amount of 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 inquiry. Sending a follow-up a day or so later will actually send your email to the back of the queue, which neither of us wants 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 the support team 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 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.
For incorrect addresses inquiries, please contact us within the next 24h following your order so we can correct the address, as our system updates the address provided by our customers automatically whether it’s correct or has something missing, like for example the zip code or apartment number…
The product I received is not the one I ordered?
It rarely happens, but if the wrong product was delivered, please contact us directly by email at [email protected] and we will assist you by exchanging the wrongful item with the correct one free of charge.
My product arrived damaged. What can I do?
Multiple delivery service providers would handle the parcel badly 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 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.
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.
How to make a return
If for any reason you are not satisfied with your purchase, items that meet the return parameters can be returned within 14 days of receiving the order.
Proceed by sending an email to [email protected] following these instructions:
- In the subject line of the email, indicate the order number and the problem encountered (PRODUCT TO REND ORDER NUMBER _______).
- Describe your reasons in the body of the email, and include pictures if possible.
You will be contacted within 24/48h by our operator to resolve the issue.
You will be responsible for the shipping costs and you will need to provide us with a tracking number. The company will not be held responsible for lost or undelivered returns without identification and traceability.
*If the return request is made after 14 days after receiving the order, PBNcanvas.com will reserve the right to refuse the exchange/refund request.
Does the tracking link that was provided to you marked ”delivered” but was not actually delivered?
First of all, check that the address you provided at checkout is correct. (You can check through the order confirmation and shipping confirmation emails that we send for each individual order)
If the address you provided at checkout is correct, try calling the post office closest to your home to be sure that it was not delivered there by mistake or due to your lack of presence at home during the delivery phase. If they don’t answer the phone, you can contact the postal services by email.
We remind you that it will be necessary to call the post office or send an email, before writing to us to ensure that we can help you with the resolution of your problem we will need to have a confirmation that it was a courier error.
For any other information or question do not hesitate to contact us!