FREQUENTLY ASKED QUESTIONS
Tracking & Shipping
How long will it take to get my package?
Once you place an order, a confirmation email including Estimated Delivery Date will be sent to you. Such info is also available at checkout page.
Estimated Delivery Date = Processing Time (Ships in) + Shipping Time
How can I track my order?
To track your order, simply contact email@example.com for your Tracking ID and information.
Do you offer expedited shipping?
Yes, we do offer earlier shipping. Please find this option on our product page (Ships in). If you like to have your kit(s) to arrive even earlier, do contact our customer service representative firstname.lastname@example.org for assistance.
How long does it take to process an order?
Stock Designs: Processing times for stock designs (ie not Custom Kits) is 3-5 business days.
Custom Kits: Processing time for custom kits is 5-10 business days. Processing times for custom kits is contingent on potential back-and-forth with the customer over edits.
Please note that processing times vary by time of year. During periods of high volume (eg the holiday season), order processing for stock designs may take up to 10 business days; Custom Kits may take up to 15 business days to process).
Why Did I Only Receive Part Of My Order?
We may ship our kits from multiple facilities in different locations. As a result, kits within the same order may be shipped from different facilities and arrive at slightly different times.
Some items in your order may arrive before others. When this happens, it is likely that the remaining items in your order are still in transit and will arrive very soon.
Can I modify my order?
Modifications may only be made to orders that have not yet been fulfilled. If your packages have already been put in the mail (ie they have an assigned tracking number), we unfortunately won't be able to modify your order.
I’m missing some diamonds. What can I do?
We'd be happy to send you some replacement diamonds at no extra charge. Please contact email@example.com for more information.
How Can I Get In Touch With Customer Support?
We'd be happy to help you with your order! Just throw us an email at firstname.lastname@example.org and we'll message back within 24 hours.
How do I submit a photo for my custom kit?
To submit a photo for your Custom Kit, simply click the "Upload" button on this page and select the photo you'd like to send us.
How do I choose what image to use?
We always recommend using large, high-quality images. Your file size should be no smaller than 1mb.
For help deciding if your photo is large enough, just message our friendly support team - email@example.com.
Can someone help me edit my photo before I upload it?
Sure! We offer complimentary photo enhancements with every custom order. Just email your photo to firstname.lastname@example.org before you order, and we'll 1) recommend a size and 2) optimize your photo for the perfect Diamond Painting Kit!
I’m unhappy with my customs, can I have a refund?
Unfortunately, we do not currently offer refunds for Custom Kits, even if they are unopened and in their original box. We apologize for the inconvenience.