We are so sorry for the mess! Opening your highly anticipated package to find spilled paint is definitely not the experience we want for you.
Because our kits are shipped internationally via air freight, extreme changes in cabin air pressure during the flight can occasionally cause a paint pot lid to pop open. When this happens, even a tiny amount of acrylic paint can spread around and look like a huge disaster.
Please take a deep breath! In 95% of these cases, the kit is still perfectly usable. Here is what you should do:
Step 1: Assess the Damage (Is the Canvas Safe?)
Acrylic paint looks like a lot when it spills, but it usually only makes the outside of the other paint pots dirty.
- Please carefully take out the canvas. If the canvas is wrapped in plastic or untouched by the wet paint, your masterpiece is completely safe!
- You can easily clean the outside of the dirty paint pots with a damp paper towel or wet wipes.
Step 2: Take Photos (Before throwing anything away)
Please take clear photos of the inside of the box, the leaked paint pots, and the condition of your canvas.
Step 3: Contact Us for a Replacement
Email our support team at service@paintsuper.com with your Order Number and the photos. We will resolve this for you immediately based on the damage:
- Scenario A (Canvas is safe, but you lost paint): If the canvas is clean but the leaked color is completely empty (or a few pots are ruined), tell us the specific color number(s). We will immediately ship you a free replacement paint set so you have plenty of paint to finish your artwork.
- Scenario B (Canvas is ruined): If the leaked paint unfortunately soaked through and permanently stained your canvas, do not worry. We will ship you a brand new, complete kit (canvas + paints + brushes) at absolutely no cost to you.
We apologize for the inconvenience and the extra cleanup time, but we promise to make it right!