SHIPPING POLICY
1. Order Processing Time
2-3 business days for regular paint-by-numbers and 5-10 business days for custom orders.
*Please note that processing times might be extended during peak season (typically November-December) due to the number of orders received.
Once order processing is completed, we will give your order to the carrier. Once received by the courier, your tracking information will update so you can follow your package until delivery.
2. Shipping Address Changes
If you would like to change the shipping address for your order, please get in touch with us by email and include your new shipping address. Once the order is shipped, we can no longer alter the shipping address.
Ideally, you will double-check your address before completing your order. While overseas factory orders take a few days to be processed, and there's more margin to amend the address, US stock orders ship the same or the next business day. By the time we get your email, it might already be too late to change the address.
Please note that we cannot be responsible if you enter an incorrect address. We will send your order to the address entered at checkout. We will not refund an order delivered to the wrong address, and if returned, we can resend your order to the right address (you'll need to cover the shipping fee), or we can refund your order by deducting the initial shipping cost.
3. Shipping Methods, Costs, and Delivery Times
We typically offer free shipping to most destinations. Any shipping costs will be calculated during checkout based on the weight, dimensions, and destination of the items in the order.
We provide two shipping options:
- Standard shipping: shipping time is 5-10 business days (excluding weekends) from the dispatch date. Free for orders over £60.
- Expedited shipping: a flat £28.95 fee. Shipping time is 3-7 business days from the dispatch date.
Be aware that these delivery times can become longer if your order is placed during busier periods, such as near Christmas or Thanksgiving.
4. Shipping Restrictions
Please note we cannot ship to the Isle of Man.
5. Packages Damaged, Lost, or Missing While in Transit
If you suspect your parcel is lost or missing while in transit, please get in touch with us by email. We can contact the shipping company to investigate the issue.
Please note that it is common in international shipments that the tracking information will not update for a while, as the parcel needs to get through customs to the last-mile carrier. A package can be considered lost when there are no tracking updates for 21 consecutive days.
If your package has gone missing, we will send you a new one free of charge or a full refund as long as your purchased package protection with your order.
If your package has arrived damaged, contact us and provide detailed photos of the damage or fault. We will provide a brand-new replacement or refund as soon as possible as long as your purchased package protection with your order.
6. Returns and Refunds
6.1 Return Due To Change of Mind
Canvas by Numbers will happily accept returns due to a change of mind as long as we receive the request within 60 days of you receiving the item.
The item must be returned to us in the original packaging, unopened and unused. The customer will be responsible for any return shipping costs.
6.2 Warranty Returns
Canvas by Numbers provides a 60-day warranty period.
If you want to issue a warranty claim, the claim should be submitted within 60 days of receiving the package.
We will refund or issue a brand new shipment once verified there's an issue with the product.
