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Quick answers to the most common questions — search or browse by topic.
Email hello@paintlykits.com ASAP with your order number and the correct address. Once an order has shipped we can’t modify it.
If your order hasn’t shipped yet, we can usually cancel or adjust items. Contact us right away: hello@paintlykits.com.
Please check spam/promotions. If it’s not there, make sure the email at checkout was correct and contact us so we can resend it.
Check with neighbors/household and any safe drop locations. If still missing after 24 hours, email hello@paintlykits.com. Orders are insured for loss/damage in transit.
Most orders ship together; occasionally items ship separately based on availability. You’ll receive tracking for each parcel.
Standard shipping is FREE. Typical delivery windows:
See the Shipping page for the full table and policy.
Yes, to most countries. We can’t ship to P.O. Boxes, military addresses, or some remote regions (e.g., Alaska & Hawaii). Local taxes/duties may be collected by the carrier.
Use our tracker: Track your order. You’ll also get a shipping email with your tracking link.
Orders process in 2–3 business days (custom kits 2–5). During November–December, processing and transit can extend due to carrier volume.
All kits are made to order, so we don’t offer change-of-mind refunds. If your order arrives damaged, defective, or incorrect, contact us within 60 days and we’ll arrange a full refund or free replacement — your choice. See full policy.
Email hello@paintlykits.com with your order number and a description of the issue (photos help). No need to send anything back — we’ll review and process your request.
No. Since every kit is made to order, we don’t require you to ship anything back. Just send us photos of the issue and we’ll take care of it.
Send photos to hello@paintlykits.com. You choose: full refund or free replacement. We’ll have it sorted within a few business days.
Refunds are issued within 5 business days. Your bank may take additional time to post the credit.
Since all kits are made to order, we’re unable to offer refunds for ordering the wrong product type (e.g. paint by numbers instead of diamond painting). Please double-check your selection before completing checkout.
Paint by Numbers kits include a pre-printed numbered canvas, rich water-based paints, premium brushes, a reference sheet, and hanging hardware.
Diamond Painting kits include a poured-glue canvas with printed symbols, colour-coded diamond bags, an applicator pen, wax pad, tray, and tweezers.
Yes — turn your photo into a kit: Custom Paint by Numbers or Custom Diamond Painting.
Most designs are beginner-friendly; some include finer sections for extra detail. Sizes vary by design and are shown on each product page.
Yes—contact us and we’ll help with replacements if you run low or need fresh brushes.
Major cards plus Shop Pay, Apple Pay, and Google Pay.
Only one promotion code can be applied per order unless otherwise stated.
US taxes are collected at checkout. International orders may have VAT/duties collected by the carrier per local rules.
We don’t offer retroactive price adjustments for limited-time promotions.
No—guest checkout is fine. Creating an account lets you save details and view past orders: Account.
Use “Forgot password” on the login page to reset it by email.
Email hello@paintlykits.com, call or text +1 (518) 760-0506. Service hours (EST): Mon–Fri 9:00–18:00; Sat–Sun 10:00–16:00. Or use our contact page.
Yes—reach out with quantities and timelines and we’ll prepare a quote.
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