We understand that sometimes you may change your mind or make a mistake when placing an order. Our goal is to process and ship your Paint by Numbers kits as quickly as possible, but we will do our best to accommodate your cancellation request based on the policies below.
1. Time Frame for Cancellations
- Standard Kits (Pre-made designs): You can cancel your order for a full refund within 24 hours of placing it, provided the order has not yet been shipped.
- Custom Kits (Personalized from your photos): Because custom kits require our designers to manually process your photo and create a unique canvas, cancellation requests must be made within 12 hours of placing the order.
2. Late Cancellations & Custom Order Fees
- If you request to cancel a Standard Kit after 24 hours but before it has shipped, we will still honor the cancellation for a full refund.
- If you request to cancel a Custom Kit after 12 hours, your photo may have already entered the design and production phase. In this case, a 30% cancellation fee will be deducted from your refund to cover the graphic design and material costs already incurred. Once a custom order has been printed, it cannot be canceled.
3. Orders That Have Already Shipped
Once an order (standard or custom) has been handed over to our shipping carrier and a tracking number has been generated, it can no longer be canceled.
If you no longer want the item, please wait for it to arrive and follow the instructions in our Refund and Returns Policy page to initiate a return (Note: Custom kits are generally non-returnable unless defective).
4. How to Request a Cancellation
To cancel your order, please contact our Customer Support team immediately:
- Email: service@paintsuper.com
- Subject Line: Order Cancellation Request - #OrderNumber
- Required Info: Please include your full name and the order number in the email body so we can locate your order quickly.
5. Refund Processing
If your cancellation is successful, we will issue the refund to your original payment method immediately. Please note that it typically takes 2-5 business days for your bank or credit card company to process and post the funds back to your account.