We operate warehouses in both the U.S. and China—your order will ship from the location that corresponds to the specific product you choose.

We ship from our U.S. and China warehouses, selecting the best dispatch location based on the kit’s availability. All times below refer to business days (Monday–Friday, excluding weekends and bank holidays):

• U.S. stock: 2–6 business days
• International stock (China): 7–14 business days

For the most accurate estimate, please check the “Shipping Info” tab on each product page. We’re dedicated to getting your Portrait By Numbers kit to you as swiftly as possible—thank you for your support!

Before your Portrait By Numbers kit reaches you, it travels through multiple processing centers—our “shipping partners”—where parcels are scanned, sorted, and then handed off to final carriers (USPS, OnTrac) for delivery.

• Normal processing delays: During peak times or high volume, a shipping partner can take several days to clear orders, which may make your tracking status appear unchanged.
• No need to worry: A stationary scan location is part of the standard workflow.
• When to reach out: If your package shows no movement for more than 7 consecutive days, please get in touch with our support team so we can confirm everything’s on track.

As soon as your order ships, we’ll send the tracking number to the email address used at checkout—please check your spam or promotions folder if you don’t see it.

You can also view real-time updates on our Order Tracking page by entering either:

• Your order number + email address, or
• Your tracking number

If you have any trouble locating your tracking information, please reach out to our support team at support@portraitbynumbers.com. We’re here to help!

Absolutely—provided your order hasn’t shipped yet. Please email us right away at support@portraitbynumbers.com with your order number and the new address.

If your package is already in transit, you’ll need to contact the carrier directly to request an address update. Just let us know, and we’ll send over your USPS tracking number so you can reach out to them.

In most cases (about 99%), returns occur because of an incorrect or incomplete address. We print exactly the information entered at checkout, so please double-check your shipping details before you submit your order.

If your parcel is returned:

• Reshipment: We’re happy to send it out again—just note there will be a fee to cover the carrier’s additional charges for the second shipment.
• Refund: If you prefer a refund, we’ll deduct the same return/restocking fee to offset the carrier costs and any handling or disposal expenses.

If you have questions or need to arrange a resend, please contact our support team at support@portraitbynumbers.com.

No—Portrait By Numbers covers all standard shipping and handling charges. You won’t be asked to pay anything additional to receive your order.

You can cancel within 12 hours of payment by emailing support@portraitbynumbers.com with the subject “CANCEL ORDER” and your order number. Please note that if we’ve already begun producing your kit or it’s in transit, we won’t be able to cancel.

Please contact our support team at support@portraitbynumbers.com and include clear photos of the issue. We’ll arrange a free replacement—no extra costs involved.

Understanding Product Conditions:

Not every scenario leads to a full replacement or refund. Here’s how we handle common situations:

• Minor Dents or Wrinkles:
• Transportation can sometimes leave small creases in the canvas. These are usually easy to smooth out—see our guide for simple fixes.
• Paint Mix-ups:
• If a color is missing or you received the wrong shade, we’ll happily resend the correct paint pots so you can finish your masterpiece (refunds aren’t offered for this).
• Packaging Damage:
• If only the outer box or tube is damaged but the canvas inside is intact, we don’t replace the entire order. However, if the canvas itself shows damage, we’ll replace it at no charge.
• Canvas Clarity Issues:
• If the printed lines on your canvas are too faint or blurry, let us know and we’ll provide a high-resolution PDF version to ensure you can continue painting with ease.

Have questions or need to arrange a replacement? Email support@portraitbynumbers.com with your order number and photos, and we’ll take care of the rest!

Once we’ve begun producing your custom kit, we’re unable to offer refunds. Production of each Portrait By Numbers set is tailored just for you, so we cannot cancel or refund orders at that stage.

We don’t offer direct exchanges. If you’d like a different product:

1. Return your unused item in its original packaging for a refund (you’ll cover return shipping).
2. Place a new order for the item you want.

Please note that framed kits, DIY frame kits, and custom-made products are final sale and cannot be returned or exchanged. If you have questions, email us at support@portraitbynumbers.com.

Anyone Can Paint by Numbers!

Ready to dive in but not sure where to start? Check out our Complete Beginner’s Guide, packed with everything you need—from prepping your canvas to adding those final brushstrokes.