When will my order ship?
Ready-made orders are usually processed and dispatched within 2 business days. Custom photo kits are typically prepared within 2–3 business days after preview approval. After dispatch, delivery is estimated at 7–14 business days. All orders include free tracked shipping with no minimum order.
How do I track my package?
We will email your tracking number after your package is handed to the carrier. Use the carrier link in that email to track your package. Tracking activity can take a few days to appear after dispatch.
Why is my tracking information not visible yet?
Carrier tracking can take 2–5 days to appear after the first update. If no tracking details are visible yet, please check again in 1–2 days.
Why is my shipment status not updating?
Updates may be delayed by weather, customs processing, carrier backlogs, remote destinations, or peak-season disruptions. Please allow a few days for the next scan to appear.
Where do PaintEasy orders ship from?
Orders may be fulfilled from locations in the United States or China, depending on the product, inventory availability, and delivery destination.
Can I preview a custom design before production?
Yes. A pre-production preview is available for custom PaintEasy orders. Production begins after the preview is approved.
Should I choose 24, 36 or 48 colors for my custom kit?
Choose 24 colors for a simpler project, 36 colors for balanced detail, or 48 colors for more nuanced shading and complex backgrounds. See our 24 vs 36 vs 48 Colors Guide for photo-specific recommendations.
What payment methods do you accept?
We accept PayPal and major credit and debit cards, including Visa, Mastercard, Discover, and American Express.
What is your return policy?
If your kit arrives damaged, defective, incomplete, or incorrect, contact us within 30 days of delivery. After reviewing the issue, we’ll provide a replacement, remake, or refund where applicable. You won’t pay return shipping for verified PaintEasy quality or fulfillment issues.
Unused, unopened ready-made kits may be returned within 30 days of delivery. Customers are responsible for return shipping on change-of-mind returns. Custom kits are not returnable for change of mind after production begins.
Please contact support@paintezshop.com before returning an item and review our Refund & Guarantee Policy for full terms.