Frequently Asked Questions
Quick answers to the most common questions — search or browse by topic.
Can I change my shipping address after ordering?
Email hello@paintlykits.com ASAP with your order number and the correct address. Once an order has shipped we can’t modify it.
Can I cancel or edit my order?
If your order hasn’t shipped yet, we can usually cancel or adjust items. Contact us right away: hello@paintlykits.com.
I didn’t get an order confirmation.
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.
My order shows “delivered” but I can’t find 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.
Will items ship together?
Most orders ship together; occasionally items ship separately based on availability. You’ll receive tracking for each parcel.
How long does shipping take?
Standard shipping is FREE. Typical delivery windows:
- USA: 7–10 days
- Australia: 7–9 days
- UK: 6–9 days
- Canada: 8–11 days
- Germany: 7–10 days
- France: 8–9 days
- Rest of World: 7–10 days
See the Shipping page for the full table and policy.
Do you ship internationally?
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.
How do I track my order?
Use our tracker: Track your order. You’ll also get a shipping email with your tracking link.
Processing times & peak seasons
Orders process in 2–3 business days (custom kits 2–5). During November–December, processing and transit can extend due to carrier volume.
What’s your return policy?
60-day return window; items must be unused in original packaging. No exchanges and no warranty. Refunds are issued within 5 business days after inspection. See full policy.
How do I start a return?
Email hello@paintlykits.com with your order number and reason (photos if damaged). We’ll confirm eligibility and provide the return address + instructions.
Who pays for return shipping?
Customers cover return shipping unless the item arrived damaged or we made an error. If it’s our fault, we’ll issue a prepaid label.
Damaged or incorrect items
Send photos to hello@paintlykits.com. We’ll make it right with a refund or same-item replacement at our discretion.
When will I see my refund?
Within 5 business days after we receive and inspect the return. Your bank may take additional time to post the credit.
What’s inside a Paintly kit?
A pre-printed numbered canvas, rich water-based paints, premium brushes, reference sheet, and hanging hardware.
Do you offer custom kits?
Yes—turn your photo into a kit here: Custom Paint by Numbers.
What sizes and difficulty levels are available?
Most designs are beginner-friendly; some include finer sections for extra detail. Sizes vary by design and are shown on each product page.
Can I buy extra paints or replacement brushes?
Yes—contact us and we’ll help with replacements if you run low or need fresh brushes.
Which payment methods do you accept?
Major cards plus Shop Pay, Apple Pay, and Google Pay.
Can I use more than one discount code?
Only one promotion code can be applied per order unless otherwise stated.
Are taxes or duties included?
US taxes are collected at checkout. International orders may have VAT/duties collected by the carrier per local rules.
Price adjustment policy
We don’t offer retroactive price adjustments for limited-time promotions.
Do I need an account to order?
No—guest checkout is fine. Creating an account lets you save details and view past orders: Account.
I forgot my password.
Use “Forgot password” on the login page to reset it by email.
How can I contact support?
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.
Do you offer wholesale or bulk orders?
Yes—reach out with quantities and timelines and we’ll prepare a quote.
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