We are so sorry if this happened! We take great care in packaging our Paint by Numbers kits securely, but unfortunately, packages can sometimes experience rough handling during long international transit by the postal carriers.
Please don't worry! If your package arrives damaged, we will absolutely make it right for you.
Here is what you need to do:
Step 1: Take Photos (Crucial)
Before throwing anything away, please take clear photos of the following:
- The damaged item(s) inside the box (e.g., crushed paint pots, torn canvas).
- The damaged outer packaging/box.
- The shipping label attached to the outside of the package (must be readable).
Step 2: Contact Us Within 7 Days
Please email our support team at service@paintsuper.com within 7 days of delivery.
Include your Order Number in the subject line and attach the photos mentioned above.
How we will resolve it:
- If the product is ruined (e.g., paint leaked everywhere, canvas is torn): Once we verify the photos, we will immediately process a free replacement and ship a brand new kit to you at no extra cost.
- If only the outer box is dented, but the contents are safe: The box did its job protecting your painting! If your canvas has some creases due to the crushed box, this is very easy to fix. Please check our guide on "How to get wrinkles out of the canvas" to easily iron them out. (However, if the item was meant to be a gift and the crushed box makes it unpresentable, please let us know in your email, and we will find a solution for you).
Please note: We cannot process damage claims without photographic evidence or if the claim is submitted more than 7 days after the delivery date.