Welcome to the Art DIY Studio FAQ page! We’re here to make your experience as smooth and creative as possible. Below, you’ll find answers to common questions. If you need further assistance, feel free to contact us at help@artdiystudio.com. We’re always happy to help!

Shipping

  1. Where do you ship from?
    We ship from warehouses located in both the United States and China. The origin of your shipment will depend on the specific product you order.
  2. When will I receive my order?
    Delivery times vary depending on your location and the product you’ve purchased. Orders from our US warehouse typically arrive within 2-6 business days, while international orders may take 7-14 business days. For more accurate delivery times, check the shipping info on the product page.
  3. Why is my order stuck or not moving?
    Sometimes, orders may appear delayed due to processing at shipping partner centers. If your order hasn’t moved for over a week, please get in touch with us and we’ll help track it down.
  4. How can I track my order?
    Once your order ships, you’ll receive an email with tracking information. Be sure to check your spam folder if you don’t see it. You can also track your order on our website using your order number and email or tracking number.
  5. Can I update my shipping address?
    Yes, if your order hasn’t been shipped yet. Please contact us as soon as possible with your order number and the updated address.
  6. My order has been returned to the sender. What should I do?
    If your package was returned due to an incorrect address, we can resend it for a small reshipment fee. Alternatively, you can request a refund, and the shipping fee will be deducted from your total. Make sure to double-check your address when placing your order!
  7. Do I need to pay customs or duty fees if I live overseas?
    No, we cover all duty fees, so you won’t have any extra charges to worry about.

Refunds & Returns

  1. Can I cancel my order?
    You can cancel your order within 24 hours of payment by emailing us at help@artdiystudio.com with the subject line “CANCEL ORDER” and your order number. If the order has already been processed or shipped, we won’t be able to cancel it.
  2. My order arrived damaged. What should I do?
    If you added package protection at checkout, simply send us clear photos of the damage and we’ll replace your order for free. If you didn’t select package protection, our ability to assist may be limited, but we’ll do our best to help.
  3. Can I return my order?
    Yes, you can return unused items in their original packaging. Please note that return shipping costs are your responsibility. However, custom products and pre-stretched kits cannot be returned.
  4. I want to exchange my product.
    We don’t offer direct exchanges. Instead, you can return the item for a refund and place a new order. Keep in mind that framed and custom products are non-exchangeable.

Products

  1. How do I get started with Paint by Numbers?
    Paint by numbers is easy and fun for everyone! You can check out our Getting Started Guide for all the tips you need to start your creative journey.
  2. What’s included in the package?
    Every kit comes with a pre-printed artist canvas, a set of numbered acrylic paints, three brushes, a hanging kit (for framed options), a reference sheet, and easy-to-follow instructions.
  3. How do I choose the right photo for a custom kit?
    High-resolution photos with clear details are best for custom kits. Follow our photo submission guidelines to ensure the best possible results.
  4. What should I expect from my custom paint-by-numbers kit?
    While your custom kit will closely resemble your photo, there may be slight color differences due to the limited paint palette. For the best outcome, choose a clear, high-resolution image.
  5. How do I handle paint coverage issues?
    Some colors may require multiple coats for full coverage, which is a normal part of the paint-by-numbers process. Just be patient and enjoy the painting experience!
  6. What if I received the wrong paints or some are dry?
    If you receive incorrect or dried-out paints, contact us with the specific color codes you’re missing, and we’ll send replacements right away.
  7. What are the canvas and frame measurements?
    Our canvases and frames are measured using the metric system. While slight deviations may occur due to the manufacturing process, we aim for precise measurements.

Checkout & Payment

  1. Are my card details safe?
    Yes, we use SSL encryption for all transactions, and we are PCI-compliant. Rest assured, your card details are completely secure, and our staff does not have access to your full payment information.
  2. Why is my card being rejected?
    Double-check that your card information is entered correctly. If the issue persists, you can try using a different card or another payment method like PayPal. You may also want to contact your bank for further assistance.
  3. What should I do if there’s a payment dispute?
    Please reach out to us directly before filing a dispute. We’re committed to resolving any issues quickly and making sure you’re satisfied with your order.

Still have questions?
We’re here to help! Contact us at help@artdiystudio.com and we’ll assist you with anything you need.