We completely understand that waiting for your Paint by Numbers kit can feel like forever! If you are checking your tracking link and noticing that the status hasn't changed for a few days, please do not panic. This is completely normal for international shipping.
Here are the most common reasons why your tracking might be paused, depending on what stage your package is in:
1. You just received your tracking number ("Label Created")
When you receive your Shipping Confirmation email, it means we have printed your shipping label and packed your kit. However, it can take 3 to 5 business days for the logistics carrier to pick up the package from our facility, process it at their sorting center, and give it the first "origin scan."
Your tracking will not show any movement until this first physical scan occurs.
2. The package is flying across the ocean ("In Transit")
If your package is traveling internationally, it is very common for tracking to stop updating for 5 to 10 days while it is in the middle of its journey.
During this time, your package is likely on a cargo plane flying across the ocean, or waiting in line to be processed at the destination country's airport. Tracking systems cannot update while the package is physically in the air or waiting in a cargo container.
3. Waiting for Customs Clearance
Once your package arrives in your country (e.g., the US or UK), it must pass through Customs. Depending on the volume of packages at the border, Customs clearance can take anywhere from a few days to over a week.
The tracking will remain "stuck" at the port of entry until Customs releases it and hands it over to your local courier (such as USPS, Royal Mail, or Canada Post).
When should I be worried?
Your package is fully insured by us! If your tracking has not updated for more than 15 business days, please reach out to us at service@paintsuper.com with your Order Number.
We will launch an investigation with the shipping carrier. If the package is deemed lost in transit, we will immediately send you a replacement kit for free.