We are incredibly sorry if you experienced this! Opening a new kit and finding dried-out paint is extremely frustrating, and we completely understand.
While we use high-quality, airtight pots, acrylic paint is water-based. In very rare cases, if a pot's lid was not perfectly sealed at the factory, or if the package experienced extreme heat during long international transit, the moisture can completely evaporate.
Here is what you should do:
Step 1: Check if it is "Thick" or "Cured"
- If it's just thick or sticky (like toothpaste): The paint is still good! Simply add 1 or 2 tiny drops of warm water into the pot and stir it vigorously with a toothpick. It will return to its normal, creamy texture.
- If it's hard as a rock or feels like solid rubber: The acrylic paint has completely cured. This process is irreversible, and no amount of water will fix it. Do not try to paint with it.
Step 2: Use our Fresh Paint Guarantee
If your paint is truly solid, please don't worry! We stand behind our products with a 100% Fresh Paint Guarantee and will replace the defective paints for free.
Step 3: Contact Us
Please email our support team at service@paintsuper.com with the following information:
- Your Order Number.
- The specific color numbers of the pots that are dried out (e.g., #4, #12, and #22).
- A clear photo showing the dried, solid paint inside the open pots (you can poke it with a toothpick to show us it's solid!).
Once we receive your email and verify the photo, we will immediately process a replacement paint set and ship it to you completely free of charge. We will make sure you can finish your masterpiece!