Order is late or not delivered

We understand how frustrating it is when you are excited to start painting, but your package seems to be missing! Please don't worry, we are here to help.

Depending on your situation, please read the guide below:

Scenario 1: My order is still in transit, but the tracking hasn't updated in days.
If your package is traveling internationally, it is very common for tracking to "pause" for several days. This usually happens when the package is:

• Waiting for an international flight.
• Undergoing Customs clearance in your country.
• Being transferred from our global shipping partner to your local post office (e.g., USPS, Royal Mail, Canada Post).
• What to do: Please allow a few extra days for the system to update. As long as the package is still within our estimated delivery timeframe, it is safely on its way to you!

Scenario 2: Tracking says "Delivered", but I cannot find my package.
Occasionally, local carriers (like USPS) may scan a package as "Delivered" up to 48 hours before it actually arrives, or they might hide it to protect it from theft.

• What to do: Please follow these steps before contacting us:
  1. Check around your property: Look on your porch, by your garage, behind bushes, or inside your mailbox. Carriers often leave packages in hidden spots to prevent theft.
  2. Ask your household and neighbors: Check if a family member, roommate, or a neighbor accepted the package on your behalf.
  3. Wait 48 hours: In 90% of these cases, the package magically shows up the next day or two.
  4. Contact your local post office: If it has been 48 hours, please call your local post office with your tracking number. Ask to speak to the local Postmaster—they have GPS coordinates of exactly where the delivery scan took place.

Scenario 3: My package is officially lost.
We stand behind our products! If your package has not had a tracking update for over 30 days, or if your local post office confirms in writing that the package is lost in transit, we will take full responsibility.

• What to do: Please email us at service@paintsuper.com with your Order Number. We will gladly send you a free replacement kit immediately.