FREQUENTLY ASKED QUESTIONS
1 – Colored numbers are indicated on canvas template.
2 – Each number represents a color of the provided paint pot on the reference chart.
3 – Fill the numbered space with the corresponding numbered color.
4 – Follow the numbers and watch your masterpiece come to life!
1 – Make sure the photo is in good quality.
2 – The background shouldn’t be too cluttered.
3 – For family pictures, we don’t recommend more than 5 people if you want to have a good quality paint by number result.
4 – High-quality close-ups with good lighting usually give the best results.
5 – Pictures taken inside in the dark or outside against the light are not recommended .
We conduct a photo check for every new order we receive and we will email you if we need a different one. It’s best to take matters into your own hands and ensure you upload the best photo you have. If we do need a new photo from you, this may lengthen your delivery time by a few days. The sooner you respond to our email the better. Please note that if you refuse to provide a replacement after we have informed you the original photo may not result in quality canvas art, we are unable to refund your order. Note: it is the customer’s responsibility to provide a high quality photo. Low quality photos will not result in a high spec design. All examples on our website were produced using high quality photos.
1x Numbered acrylic paint set (About 24 different colors, depending on the painting)
1x Numbered high-quality linen canvas
1x set of 3 paint brushes (1x small, 1x medium, 1x large)
Yes, we provide worldwide shipping.
US Orders: Most orders are generally produced and ready to ship within 5-10 business days. This can increase to up to 20 during busy periods and sales periods. Shipping takes between 10-20 days.
International Orders: Production time is within 5-10 business days, but can increase up to 20 days during busy periods. Shipping will take 12-20 days transit time for Canada, United Kingdom and Australia. Up to 20 working days transit time for Europe. Up to 25 working days transit time for the rest of the world.
Time frame = Processing time + shipping time
Unfortunately, the impact of COVID-19 is causing local, state, and national governments around the world to issue work and travel restrictions on a daily basis. These restrictions are impacting our ability to meet Keepsakes on Canvas's high standards of service, therefore, deliveries may be delayed.
We are currently experiencing high order volume, we appreciate your patience and continued support of our products
An email confirmation containing your tracking number will be sent once your order is ready to be shipped.
If you notice that the tracking number is not showing updates for more than 5 straight days, please contact our support team via email.
We are currently offering free worldwide shipping. Unfortunately there are a few countries which we are unable to ship to. If this effects your order our support team will be in contact.
You will receive an email with tracking information once your order is dispatched.
You can also check the status of your order by utilizing our track order page.
Due to circumstances beyond our control and the current pandemic, there may be delays with shipping. Please contact customer support for further questions Support@keepsakesoncanvas.com
We are confident that there will be no customs fees. However we are not responsible for customs fees or import duties. If any such costs are required, it is the buyers responsibility to pay the balance.
In general, all items are sent in one package. However, due to multiple warehouse locations and inventory there is a possibility of multiple parcel deliveries to fulfill entire order.
We accept all major debit and credit cards including Visa, Mastercard, American Express, and more. We also accept PayPal payments.
Yes! It is commonly misunderstood that a Paypal account is needed in order to make payments through Paypal. The truth is you DO NOT need one, although we strongly recommend you sign up to enjoy the added ease of use. Without a Paypal account, all you need is any Debit/Credit card stated below that is supported by Paypal. By using Paypal, we can process & deliver your orders to you in a shorter time. Paypal is the easiest & most secure way to make payment online. No account needed.
For the quickest response please contact email@example.com and one of our specialists will respond within 24 hours.
CANCELLATIONS, RETURNS, & REFUNDS
If you are not satisfied with our products, you may contact Keepsakes on Canvas Customer Service department via email at firstname.lastname@example.org. Returned items must be unused, fully functional, undamaged and in its original packaging in reusable condition. Please note that the customer is responsible for all the shipping costs to return the product, and if it got lost during transit we will not be responsible and we will not be able to refund you.
If you would like to cancel order immediately after purchase, please contact customer service via email at Support@keepsakesoncanvas.com. Please note a $5 USD will be taken from payment for service fees.
All orders canceled after 24 hours are subject to a 40% production and administration fee.
While we will do our best to help you to cancel your order, please note that products that have already been shipped cannot be canceled nor refunded.
For immediate changes to an order, simply contact us by email at Support@keepsakesoncanvas.com. Please note processed orders are unable to be modified. For incorrect addresses inquiries, please contact us within 24 hours of purchase to ensure correction.
We all make mistakes, and we're so sorry ours happened to include you!! Please contact us directly by email at Support@keepsakesoncanvas.com and we will assist you by exchanging the wrongful item with the correct one free of charge.
As your order is 100% unique and custom made for you, unfortunately we do not offer refunds. If there is an issue or concern,, please email us and we’ll do our best to make sure product quality. If you received an incorrect or damaged item, let us know and we’ll send out a replacement as fast as possible! Note that while we do not refund faulty orders, we do replace them as quickly as we can.
Multiple delivery service providers would handle the parcel badly increasing the chance of having the order damaged during transit. Once the product gets delivered, it is important that you inspect it before signing off for receipt of goods with the carrier. If you notice that the product is damaged, make sure to add a note claim on the receipt and file for a damage claim to the delivery service provider immediately and contact us by email at Support@keepsakesoncanvas.com. That is the only way to ensure that the delivery service provider remains responsible for the replacement.