We are so sorry if your kit arrived incomplete! While our factory has a strict quality control process, human errors during packing can occasionally happen.
Please do not worry! If you are missing any paints, brushes, or the paper reference guide, we will absolutely send you the missing parts for free so you can complete your beautiful painting.
Step 1: The "Double Check" (Please read!)
Before contacting us, we kindly ask that you do a quick double-check of your package. To protect the accessories during shipping, our packers often hide them in clever places:
- Missing Brushes or Reference Guide? Please unroll your canvas completely. We almost always roll the brushes and the paper guide tightly inside the canvas to prevent them from bending or breaking during transit.
- Missing Paint? Please check underneath the cardboard flaps at the very bottom of the box. Sometimes a strip of paint slides under there during shipping.
Step 2: Still missing? Contact us!
If you have thoroughly checked the package and the items are truly missing, please email our support team at service@paintsuper.com with the following details:
- Your Order Number.
- A clear description of what is missing.
- If brushes or the paper guide are missing: Just let us know!
- If paint is missing: Please look at your canvas and tell us the specific number(s) you need (e.g., "I am missing colors #4, #5, and #6").
- A quick photo of everything you did receive in the box.
Step 3: Free Replacement
Once we receive your email, our team will immediately arrange a free replacement package containing your missing items and ship it out to you as quickly as possible. We appreciate your patience and understanding!