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)
- Reference paper and a copy of the canvas so you can follow up the numbers easily.
Processing And Shipping Time Frame?
US Orders: Most orders are generally produced and ready to ship within 2-6 business days. This can increase to up to 15 days during busy periods and sales periods.
UK Orders: Same as above for the production time. 2-6 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.
You’ll receive an email containing your tracking number once your order is sent to transport and ready to ship.
If you notice that the tracking number has yet to show updates for more than five days straight, please contact our support team via email so we can resolve the issue.
Where do you ship from?
Since we made the paintings on demand, and the artwork by numbers is only produced in China and some other Asian countries and not elsewhere, we are shipping from China. Still, please remember that we are shipping orders through reliable shipping companies with partnerships with the US postal service, Royal Mail, Aramex: Canada Post, Fastway, Hermes, and more.
What’s the Status of My Order?
You'll need to make each painting by numbers kit as you order. That’s why our artists need between 2 and 6 business days to produce your artwork by numbers very sophisticatedly. Once our artists finish your color by numbers, we ship your painting immediately and send a shipping notification to the email address you submitted in your order.
If the tracking number is not working for some reason, don’t hesitate to contact us at [email protected]
Will I receive a tracking number?
Once our artists finish your paint by numbers and we send your order to the transportation company, a shipping notification will be sent to the email address you submitted in your order, and it will contain your tracking number so you can track your order.
If, for some reason, your tracking number doesn’t work, please don’t hesitate to contact us at [email protected]
I ordered multiple products in one order. Will they arrive together?
Usually, you will receive all items in one parcel, but 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 once it’s finished.
Why did my tracking number not show updates for the past ten business days?
Due to the ongoing coronavirus, customs worldwide keep packages under surveillance for more time than usual because of security reasons, especially when the product type is liquid. Once they are sure that the box is safe to be delivered, they will release it, and you will start seeing updates on your order once they do; we hope you’ll understand that it is really out of our control.
Why did I only receive part of my order?
We fulfill orders from multiple locations, so charges of 2+ items may arrive in separate packages at varying times.
Payments
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.
Customer Support
Why is no one replying to my emails?
We receive more emails than usual during busy periods such as the festive period, sales, and promotions. So, we'd like to ask you to allow 2-3 days for us to get back to your first email inquiry.
Note that we operate on a first-in-first-out policy and a priority response system.
This means that you should only send one email inquiry. A follow-up a day or so later will send your email to the back of the queue, which we want to avoid!
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]. The support team will help you process this cancellation, but please remember 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 cancel your order, please note that products that have already been shipped cannot be canceled or refunded.
How do I change my order?
If you just made an order and want to change it, contact us by email at [email protected]. We will help you process this change.
So, products that have already been processed cannot be modified.
For incorrect address inquiries, please get in touch with us within the next 24 hours 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.
Is the product I received different from the one I ordered?
It rarely happens, but if the wrong product is delivered, please get in touch with us directly by email at [email protected], and we will assist you by exchanging the faulty item with the correct one free of charge.
My product arrived damaged. Do you know what I can do?
Multiple delivery service providers would mishandle the parcel, increasing the chance of the order being damaged during transit. Once the product gets delivered, you must review it before signing off for receipt of goods with the carrier. If you notice the product is damaged, please add a note claim on the ticket, 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 the delivery service provider remains responsible for the replacement.
Do you offer refunds?
Your order is 100% unique and custom-made, so we cannot offer refunds. If you have a problem with your final product, please email us, and we’ll do our best to ensure you’re happy. If you received an incorrect or damaged item, let us know, and we’ll send a replacement as fast as possible! Note that while we do not refund faulty orders, we replace them as quickly as possible.
How to make a return
If you are unsatisfied 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.
Our operator will contact you within 24/48 hours to help you resolve the issue.
You will be responsible for the shipping costs, and we must send you a tracking number. The company will only be held accountable for lost or undelivered returns with identification and traceability.
*If the return request is made 14 days after receiving the order, PBNEZ.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 delivered?
First, could you check that the address you provided at checkout is correct? (You can fit through the order confirmation and shipping confirmation emails that we send for each order)
If the address you gave at checkout is correct, please try calling the post office closest to your home to ensure that it was not delivered there by mistake or because you were not there during the delivery phase. If they don’t answer the phone, you can contact the postal services by email.
We want to remind you that it will be necessary to call the post office or email us before writing to ensure we can help you resolve your problem. We will need to have a confirmation that it was a courier error.
For any other information or questions, do not hesitate to contact us!