Help centre
Paint by Numbers FAQ
Everything people ask us before they order — kits, custom photos, sizes, honest shipping times and our guarantees. If your question isn’t here, we’re real people and happy to help.
We’ve helped create 250,000+ paintings and we hold a 4.9/5 average, so most questions come up again and again. We’ve grouped the answers below by topic — getting started, custom-from-photo, sizes, shipping, and returns & guarantees. Everything here is honest and specific; if we can’t promise something, we say so.
Getting started
What is paint by numbers?
Paint by numbers is a printed canvas divided into small numbered areas, where each number matches a pot of pre-mixed paint. You simply fill each area with its matching colour and the picture appears as you go. It’s a relaxing, screen-free way to create real artwork with no drawing skill required. See how it works for the full walk-through.
Do I need any painting experience?
None at all — that’s the whole point. The canvas is numbered, the colours are pre-mixed and there’s a reference sheet in every kit, so if you can match a number to a pot, you can finish a painting. Complete beginners create beautiful results with us every day.
What’s included in the kit?
Every kit contains a numbered linen canvas, a set of pre-mixed acrylic paints, three brushes (fine, medium and broad) and a reference sheet to guide you. Custom kits also include the numbered version of your own photo. You just add water for cleaning up and a comfortable spot to paint.
What kind of paint do you use?
We use quality pre-mixed acrylics — no mixing, no guesswork. Acrylics dry quickly, cover well and stay vivid for years once finished. If you ever run low on a colour, our free-paint-for-life promise means we’ll send more at no charge.
Is it hard to do?
Not at all — it’s meant to be relaxing, not challenging. Larger numbered areas are quick to fill, and the trickier detail comes later once you’re warmed up. Most people find it a calming way to switch off for an hour or two, and there’s no wrong way to do it.
What age is paint by numbers suitable for?
Our kits are designed for teens and adults, and they make a lovely shared project for families. Younger children can join in on the larger areas with a bit of help. For kids, we’d suggest a bigger canvas with fewer colours so the areas are easy to paint — the size guide can help you choose.
Custom & personalized
What photo works best for a custom kit?
A clear, well-lit, in-focus photo where your subject fills most of the frame works best. Avoid dark, blurry shots and very busy backgrounds, and for groups keep it to about five people or fewer. Our best-photo tips guide walks through exactly what to look for.
Will my custom canvas really look like my photo?
That’s exactly why we proof before we print. A real designer converts your photo — not a one-click filter — and we email you a numbered preview to approve first. If the finished canvas still doesn’t resemble your photo, we re-do it free. You can start your kit on the custom paint by numbers page.
How does the proof process work?
After you order, our designers create a numbered version of your photo and email it to you, usually within 1–3 days. You look it over and either approve it or ask for changes. We only print once you’re happy — nothing goes to production blind.
Are revisions really free?
Yes. We’ll revise your proof for free until it looks right to you — there’s no per-change fee and no limit that we’d hold you to. We’d far rather spend a little longer getting it right than send you a canvas you don’t love.
How many people can be in one custom painting?
Up to around five people works best for a clear, recognisable result. More faces than that means each one is rendered smaller, which makes likeness harder — especially at lower colour detail. If you have a big group photo, message us first and we’ll give you an honest opinion.
How do I send you my photo?
You can upload it during checkout, or place your order and reply to your confirmation email with the image attached. Want to check your photo before you buy? Email it to [email protected] and we’ll give you honest feedback first.
How many colours should I choose — 24, 36 or 48?
Simple subjects like landscapes or a pet with bold markings look great at 24 colours. One or two people or detailed pets do better at 36, and close-up faces, weddings and group photos need 36–48 to truly look like themselves. If your photo would benefit from more detail, we’ll flag it honestly during proofing — no pressure.
Can I return a custom canvas?
Because each custom kit is made from your own photo, it can’t be returned for a change of mind — but you’re protected by the proof-approval step, free revisions and our re-do guarantee. In practice, that means you approve exactly what gets printed. Full details are on our returns & refund policy page.
Sizes & difficulty
What size canvas should I choose?
Bigger canvases hold more detail and are actually easier to paint, because the numbered areas are larger. We offer 16 sizes from 16×20 up to 36×36 inches. As a rule of thumb, go larger for faces, pets and group photos, and choose a smaller size for a simpler subject or a quicker project. Our size guide matches every size to a difficulty and time estimate.
How long does a painting take to finish?
It depends on the size and how much detail it has — anywhere from a few relaxing evenings to a couple of weeks of casual painting. Smaller, simpler canvases go quickly; large, detailed portraits take longer and reward patience. There’s no clock on it, so paint at whatever pace feels good.
What’s the difference between a beginner and an advanced kit?
Beginner-friendly canvases have larger areas and fewer colours, so they’re quicker and more forgiving. Advanced ones pack in finer detail and more shades, which takes a steadier hand and more time. The size guide labels each option so you can pick the right challenge for you.
Which detail level do faces need?
Faces need more colours than most subjects — skin tones, shadows and eyes rely on subtle shading. We recommend 36 to 48 colours for portraits and pets so the likeness holds together, ideally on a larger canvas. The size guide and our photo tips both cover this in more detail.
What framing options do you offer?
You can choose No Frame (rolled canvas, ready to frame yourself), DIY Frame (wooden bars you stretch at home) or Already Framed (stretched and ready to hang straight out of the box). Pick whichever suits how you’d like to display your finished piece.
Shipping & delivery
Where do you ship?
We ship worldwide, with tracking on every order. Your delivery cost is calculated and shown clearly at checkout before you pay — we never bury it and we never claim “free shipping.” Full details live on our shipping & delivery page.
How long does delivery take?
Standard kits arrive in around 10–16 business days in the US and 12–20 business days worldwide. Custom kits add 2–4 days of make time so we can prepare and print your proof. These are honest, typical windows — not best-case guesses.
Do you ship from China?
Yes — we’re upfront about it. Our kits are produced and dispatched from our production partner in China, which is how we keep quality high and prices fair. Every parcel is tracked door to door, and we cover the delivery windows above so you always know what to expect.
Will I get tracking?
Yes. As soon as your order ships, we email you a tracking number so you can follow it all the way to your door. If tracking ever stalls or something looks off, just contact us and we’ll chase it down for you.
How much does shipping cost?
Shipping is calculated at checkout based on your destination, and the exact cost is shown before you pay — no surprises after the fact. We’d rather show you an honest figure than hide it in the price and call it “free.”
Will I have to pay customs or VAT?
Most orders arrive with nothing extra to pay, but some countries may apply import duties or VAT depending on local rules and order value. Any such charges are set by your customs authority, not by us, and are the recipient’s responsibility. If you’re unsure about your country, ask us before ordering.
Can it arrive in time for a special occasion?
Often yes — but please order early, especially for custom kits that need proof and make time. The safest move is to message us your date before you buy; we’ll tell you honestly whether it can arrive in time rather than let you gamble on it.
Returns, guarantees & support
What is your 30-day satisfaction guarantee?
If you’re not happy with a standard kit, you have 30 days to reach out and make it right. We’ll work with you on a replacement or refund depending on the situation. Full terms are on our returns & refund policy page.
What if my order arrives damaged or gets lost?
We’ve got you covered. If a parcel is lost in transit or turns up damaged, we’ll replace it free — just send us a photo of any damage and your order number. Reach out through our contact page and we’ll sort it quickly.
Do you really send free replacement paint for life?
Yes — if you run low on a colour or a pot dries out, we’ll send a free replacement, and the same goes for a worn brush. We’d hate for a missing colour to stop you finishing your painting. Just let us know which colour you need.
What is the re-do guarantee on custom canvases?
If your finished custom canvas doesn’t resemble the photo you sent, we’ll re-do it free. Combined with the proof-approval step and free revisions, it means you’re never stuck with a portrait that misses the mark. It’s the promise that lets us make faces and pets with confidence.
How do I contact you?
You can email us any time at [email protected], or call +1 409 995 3467 (calls only — we can’t receive texts on that line). We’re a small, real team and we reply personally. See our contact page for hours and the message form.
Still have a question?
If we didn’t cover it here, we’d genuinely love to help — no question is too small before you order.
Contact us