COVID-19 Pandemic Effects
In hard times of COVID-19, Our Dedication and Hard work enabled us to provide the best of our services to our customers. You can check the new updates about shipping here.
Updates From April:
As every business has been affected by the pandemic, we are also effected. Orders might get delayed by 2-5 weeks due to covid-19. Here is what has changed due to Corona Virus Pandemic:
1. Demand of paint by numbers kits is the highest in the history. Our factories have to produce new kits to meet demand. All office staff and factory workers are doing double shifts to cope with demand.
2. Due to huge number of orders, dispatch time is increased by 5-15 days. International flight are almost none due to which, free shipping is taking 30-45 days, once dispatched.
With Special Shipping (During COVID-19 - 15-30 days), once dispatched, orders will be delivered in 15-30 days. Update:
Due to Huge demand, dispatch time of orders has increased by 5-15 days.
3. Customer queries have increased by tenfold and our staff members have decreased due to lock-downs and other problems caused by COVID-19. Our customer support is working overtime. Please bear with us. Normally our response time is less than 24 hours but as we have more than 20 times customer queries, please give us at least 5-10 days to respond and at most it can take 5 days to respond.
If your tracking code does not show information, please do not worry.
Your order is probably at shipping company's warehouse and waiting to be processed. Orders are taking a little longer in processing. Once they start tracking, they will be delivered very soon.
"We are using dedicated flights for shipping to Normal shipping USA orders. Normal shipping time for this shipping is 5-12 days. However, please keep in mind 12-30 days as there are many problems these days."
Dispatch time and processing time is not included in the shipping time.
Custom Orders: Custom photos might take 1-2 weeks extra to get designed and dispatched. 1 custom photo takes around 3 hours of a designer. These are made specially for you.
Changes & Refunds: If you have changed your mind, you can cancel and get a refund within 3 days of order. After that, cancelling order becomes nearly impossible for us.
Any changes you want can be incorporated in the orders within 1 day of ordering - We will not be able to change address or change anything in orders after 24 hours.
If your tracking has not started working after 30 days and you want to cancel the order, please contact customer support and we will cancel your order.
Returns: If you have changed your mind after 3 days of ordering, when the order is delivered at your address. Please contact us for return address. Once the order is returned, we will send you a refund straight away.
Tracking: As every shipping company is having issues, be it SF express, USPS or DHL, please contact shipping company to inquire about delays in shipping and follow the notices on their official website.