Frequently Asked Questions

Shipping Questions

Is my order affected by the pandemic?

We are working directly with our suppliers in China to ensure we have your order prepared and fulfilled as soon as possible. Due to COVID-19, international shipping times have been affected with the reduction of international flights.  As a result, some orders may experience delays of 2-4 weeks. We understand that this is inconvenient and are offering discounts and refunds for items that are severely delayed. You can read more about this on our Refund Policy page.

If you'd like to cancel your order, please reach out to us at support@facilitate.art with the subject 'CANCEL (order number)'. Please understand that we cannot stop orders once they are in transit. However, you can always return your items, unopened, for a full refund. If you have any questions or concerns with your order, please don't hesitate to reach out; we will do our best to provide you with updates and solutions.

What are your shipping times?

It can take 5-10 days for your item to be prepared. Once it leaves the warehouse, the expected time frame to receive your product is 15-20 days. Outside of Canada, Australia, and the USA, shipping times may be slightly longer. It is highly encouraged to order your product before peak season (Christmas) to ensure you receive your order on time.

Where do you ship from?

All our Paint By Numbers kits are manufactured and shipped from China, with factories located in Yiwu, Shanghai and Fuzhou. Our suppliers have years of experience in the manufacturing business, which is why we offer 60-day money-back guarantees on our products!

Where is my order?

All our items are shipped from China. Packages usually arrive between 10-30 days depending on your country. In rarer cases, it may take a bit longer. Extraneous circumstances such as bottlenecks in shipping and delays at customs may impact delivery time.

A tracking number will be provided in your shipping confirmation email. You can track your order by visiting https://17track.net/en. 17TRACK is a package tracking service that supports roughly 200 countries's postal carriers and many major express couriers worldwide. 

Why did I only receive part of my order?

Because we work with multiple suppliers, items may be shipped separately depending on which products you purchased. Working with multiple suppliers ensures we can continue offering high quality products at competitive prices and insured shipping at zero cost to you.

Is it safe to receive packages from China or anywhere the virus has been identified?

Absolutely! People receiving packages are not at risk of contracting the novel coronavirus. We encourage you to read more about this from the WHO's website should you have any concerns.

Product Questions

What is included in each product?

Each Paint By Numbers kit includes:

  • High quality pre-printed linen canvas
  • Set of 3 brushes of varying sizes
  • Numbered acrylic paint set of up to 24 colors depending on painting
  • Hanging kit which consists of 2 screws and 2 non-track hooks
  • Sample reference picture
  • (Optional) Wooden frames that are easy to assemble

Why does the image look different from the website photo?

There are a few factors to consider before making your purchase! The first is that the images on your screen are digital colors, and that you are receiving real acrylic paints.

Second, we try to display a majority of our images after they've been converted into a Paint By Numbers version that consists of 24 colors to give you a better idea of how they'll look. For example:

Here's an image that has been converted and will most resemble this appearance on canvas:

Venice Canal
Here's an example of the finished piece by a customer:
Venice Canal Completed Painting

 

By contrast, the following image has not been converted to the same extent as the image above:
Woman with Turban image

Yet the completed painting still comes out beautiful:

Woman with Turban Completed Painting

 

If you wish to achieve a smoother finish, we recommend blending colors between lines, however, this is a more advanced painting technique. You can learn about blending here.

We try to ensure the images you see on our store most closely resemble what you'll see on the canvas, but with hundreds of kits, some will have original photos displayed. We thank you for your understanding!

Payment Questions

What payment methods do you accept?

We accept all major credit cards (Visa, MasterCard, AMEX), wallets (Google Pay, Apple pay, Shop Pay) and even PayPal.
We do not accept cheques or wire transfers.

How secure is your system?

Extremely secure! We are certified Level 1 PCI DSS compliant. Payment Card Industry Data Security Standard (PCI DSS) is a security standard for organizations that handle credit and debit card information. The standard was created to increase controls around payment data to reduce fraud.