We are so sorry for the mix-up! We know how excited you were to receive the specific design you picked out, and opening the box to find something completely different is incredibly disappointing.
While our fulfillment center uses barcode scanners to ensure accuracy, human errors or mislabeled packages can occasionally happen during the packing process.
Please don't worry! We will make this right immediately. Here is what you need to do:
Step 1: Take Photos (For our warehouse investigation)
Please take a clear photo of:
- The wrong canvas you received (so we can see what design was actually sent).
- The barcode sticker / SKU label on the outside of the packaging box or bag (this is crucial for us to figure out how the warehouse made the mistake).
Step 2: Contact Us
Email our support team at service@paintsuper.com with your Order Number and attach the photos mentioned above.
Step 3: Free Replacement & Keep the Mistake!
Once we receive your email and verify the error, we will immediately process a free replacement and ship the correct design to you at no extra cost.
Do I need to return the wrong item?
No, you don't! Dealing with international return shipping is a hassle you shouldn't have to deal with for our mistake. Please keep the incorrect kit as a sincere apology gift from us. You can use it to practice your painting skills, or gift it to a friend or family member who might enjoy it!