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Frequently Asked Questions
Product Questions
What’s included in my Paint by Numbers kit?
What’s included in my Paint by Numbers kit?
Every Tinta Canvas kit comes with everything you need to get started right away. Inside your package, you’ll find:
- A high-quality linen canvas that’s pre-printed with easy-to-follow numbered sections
- A set of acrylic paints with pre-mixed, numbered colors (24, 36, or 48 depending on the design)
- Three comfortable paintbrushes in thin, medium, and wide sizes
- A simple guide to help you enjoy the process from start to finish
Do I need to mix the paints?
Do I need to mix the paints?
No. All paints in your Tinta Canvas kit are pre-mixed and ready to use. Each pot is clearly numbered to match the canvas, so you can start painting right away.
How do I choose the right number of colors for my custom kit?
How do I choose the right number of colors for my custom kit?
- 24 Colors: Good for simple images with clear shapes and fewer details.
- 36 Colors: A nice balance for images with moderate detail and soft color changes.
- 48 Colors: Best for detailed photos with rich shading and vibrant depth.
What’s the difference between the No Frame, DIY Frame and Framed options?
What’s the difference between the No Frame, DIY Frame and Framed options?
- No Frame: Your canvas comes rolled in a protective box.
- DIY Frame: You get wooden bars to assemble and stretch the canvas yourself.
- Framed: The canvas arrives pre-stretched on a wooden frame and is ready to hang.
Can I use my own paints instead of the ones included in the kit?
Can I use my own paints instead of the ones included in the kit?
Yes, you can. Our paints are custom-matched to give you the best results, but you’re welcome to use your own acrylic paints if you want to experiment or adjust certain colors.
Are the paints safe to use?
Are the paints safe to use?
Yes. The paints in every Tinta Canvas kit are water-based, non-toxic, cruelty-free, and odorless. They’re safe for all ages and easy to clean up.
What if I run out of paint?
What if I run out of paint?
Each kit comes with enough paint to finish your artwork, but we’ve got you covered if you ever run out. Just reach out to us at support@tintacanvas.com, and we’ll send you replacement paint for free.
How fast does the paint dry while I'm working?
How fast does the paint dry while I'm working?
Acrylic paint dries pretty quickly, usually in about 2 to 5 minutes. If you want it to dry a little faster, you can gently use a hairdryer on a low setting.
Why can I still see some numbers after I paint?
Why can I still see some numbers after I paint?
It’s normal for a few numbers to show through after the first coat. Just add a second layer for full coverage. For very light colors, using a quick white base coat before painting can help hide the numbers completely.
Photo Upload & Custom Orders
Can I see a preview of my custom painting before it’s made?
Can I see a preview of my custom painting before it’s made?
We don’t send previews by default, but our team always prepares your image so it works well as a paint by numbers design. If you have a specific request or want us to check something before you order, feel free to email us at support@tintacanvas.com.
What kind of photos work best for custom kits?
What kind of photos work best for custom kits?
For the best results, pick a high-quality photo with good lighting and clear details. Close-up portraits usually turn out better than distant or wide shots. Try to avoid blurry, dark, or low-resolution images. If you need extra help, you can also follow our Photo Guidelines.
How do I upload my photo?
How do I upload my photo?
Just click the “Upload Image” button on the product page before adding your kit to the cart. Make sure your photo is clear and well-lit so we can turn it into the best possible painting.
Do you make any edits to my uploaded photo?
Do you make any edits to my uploaded photo?
Yes. Our design team fine-tunes your photo by adjusting brightness, contrast, and clarity so it looks great as a paint by numbers kit. We don’t make major changes like removing people or altering backgrounds, but we’ll always optimize the image for the best result.
Can I request specific colors in my custom painting?
Can I request specific colors in my custom painting?
Our system automatically chooses the best colors to match your photo as accurately as possible. If you have a special color request, you can email us at support@tintacanvas.com after placing your order, and we’ll do our best to help.
What if the photo I upload isn’t good enough?
What if the photo I upload isn’t good enough?
If your photo is too low-quality to create a proper custom kit, we’ll email you and ask for a clearer version before we continue with your order. This helps make sure your final painting turns out well.
Can I choose how many colors my kit has?
Can I choose how many colors my kit has?
Yes. You can pick the level of detail you want:
- 24 colors (Standard): Good for simple images
- 36 colors (High Detail): Great shading and better accuracy
- 48 colors (Premium): Most realistic and vibrant results
Can I request a different canvas size?
Can I request a different canvas size?
Yes. We offer several size options to choose from. If you need a custom size, just reach out to us at support@tintacanvas.com before ordering so we can check availability for you.
Will my custom painting look exactly like my photo?
Will my custom painting look exactly like my photo?
Your kit is designed to capture the details and mood of your photo as closely as possible. The final look will depend on how it’s painted, and choosing more colors (like 36 or 48) will give you a result that’s much closer to the original image.
Can I order more than one custom painting with different photos?
Can I order more than one custom painting with different photos?
Yes, you can. Just upload a different photo for each custom kit you add to your cart. Make sure each image is clear and high-quality for the best results.
Shipping & Tracking
Where do you ship from?
Where do you ship from?
We ship your order directly from our production facilities to keep quality consistent. Our main fulfillment centers are located in China and the United States.
How long does it take to process my order?
How long does it take to process my order?
Most orders are processed within 2 to 3 business days. Custom kits may need a little extra time since we prepare your photo before creating the design.
When will I receive my order?
When will I receive my order?
Here are the estimated delivery times:
- United States: 1 to 2 weeks
- Europe: 2 to 3 weeks
- Australia and Canada: 2 to 3 weeks
- Rest of the world: 2 to 4 weeks
Can I track my order?
Can I track my order?
Yes! Once your order ships, you will receive a tracking link via email. You can also track your order directly on our Tracking Page.
My order is delayed. What should I do?
My order is delayed. What should I do?
If your tracking hasn’t updated for more than 7 days, reach out to us at support@tintacanvas.com. Delays can happen because of customs or busy seasonal periods, and we’re always happy to help check the status for you.
Can I change my shipping address?
Can I change my shipping address?
Yes, as long as your order hasn’t been processed yet. Contact us right away at support@tintacanvas.com
What if my package gets lost in transit?
What if my package gets lost in transit?
If your package goes missing during shipping, we’ll send you a replacement at no extra cost. Just contact us at support@tintacanvas.com, and we’ll take care of it.
Do I need to pay customs or import taxes?
Do I need to pay customs or import taxes?
Most orders arrive without any extra fees. For some international deliveries, local customs may charge import taxes, and these are the customer’s responsibility.
My tracking says “delivered,” but I didn’t receive anything. What should I do?
My tracking says “delivered,” but I didn’t receive anything. What should I do?
Check your mailbox, front desk, and neighbors first. If you still can’t find it, contact us at support@tintacanvas.com within 7 days of the delivery date. We’ll help you sort it out.
Do you offer express shipping?
Do you offer express shipping?
Yes. We offer FedEx and DHL express shipping options at checkout for faster delivery.
Payments
Are my card details safe?
Are my card details safe?
Yes. Your payment is protected with SSL encryption, and our systems are fully PCI-compliant. No one on our team can see your full card details at any time. We only see the last four digits for verification when needed.
Why is my card being declined?
Why is my card being declined?
Common reasons include:
- Incorrect billing details
- Insufficient funds
- Bank security blocks (try calling your bank)
- Expired card
What currency will I be charged in?
What currency will I be charged in?
All orders are processed in USD by default. However, our website may display prices in your local currency for convenience.
Do you charge extra fees for international payments?
Do you charge extra fees for international payments?
No, we do not charge extra, but your bank may apply foreign transaction fees if purchasing outside the U.S. Check with your bank for details.
My payment went through, but I didn’t get a confirmation email. What should I do?
My payment went through, but I didn’t get a confirmation email. What should I do?
Start by checking your spam or junk folder. If you still don’t see a confirmation after about 30 minutes, contact us at support@tintacanvas.com and we’ll help you right away.