We understand that mistakes happen! If you need to make a change to your order, you must act immediately.
Because we work hard to get your Paint by Numbers kits manufactured and shipped as quickly as possible, we have a strictly enforced 12-hour window for order modifications.
What kind of changes can I make within the 12-hour window?
- Shipping Address: We can update your delivery address, name, or phone number.
- Changing the Photo (Custom Kits): We can swap your uploaded photo before our design team begins processing it.
- Changing Size or Design: We can switch your selected canvas size or stock design. (Note: If your new choice is more expensive, we will send you an invoice for the difference. If it is cheaper, we will refund the difference.)
How to request an urgent change:
Please DO NOT place a new order. Send an email to service@paintsuper.com immediately, following these exact steps:
- Subject Line: Must include "URGENT ORDER CHANGE" and your Order Number (e.g., URGENT ORDER CHANGE - Order #1024).
- Message: Clearly explain what needs to be changed (e.g., "Please change my shipping address to..." or "Please change the size from 40x50 to 50x65").
What happens if 12 hours have passed?
Once the 12-hour window has closed, your order has already been locked in our system and sent to our manufacturing and fulfillment facility.
- If your kit is in production, we cannot stop the process to change sizes or photos.
- If your kit has shipped, we are completely unable to change the shipping address or intercept the package. You will need to contact your local post office once the package arrives in your country to see if they can forward it to your new address.
Please note: We are not responsible for lost packages or delivery failures due to an incorrect shipping address entered at checkout.