Frequently Asked Questions (FAQ)
Your Creative Journey Starts Here
Ordering & Shipping
After a brief processing period, your kit begins its journey! Delivery to Canadian addresses typically takes 5–8 business days. We know you’re excited to start painting, and we promise the quality inside is worth the short wait. You'll receive a tracking number the moment your order is dispatched.
While we are a proudly Canadian company where all our designs are created, we partner with top-tier art supply workshops in China, Singapore, and Vietnam to ensure the highest quality. This direct-to-workshop model allows us to maintain strict quality control and ship your kit directly to your door.
About Our Kits & Quality
Every kit is an all-in-one art studio. It includes a premium archival linen canvas, a full set of vibrant pre-mixed acrylic paints, and a set of three professional artist brushes. Everything you need to create a masterpiece is in the box.
We believe a therapeutic experience requires superior materials. Unlike basic kits, we use high-density archival linen canvas, rich creamy pigments, and multi-brush sets to ensure your painting process is smooth and the final result is stunning. For a deep dive, read about The PŌN Difference.
The Painting Process
Yes, absolutely. Our kits are designed to be the perfect re-introduction to your creative side. The numbered guide removes all the guesswork, allowing you to focus on the mindful, relaxing process of painting. It's all the joy of creating, with none of the pressure.
It's easy to fix! Since acrylic paint is opaque, simply let the incorrect area dry completely, then paint over it with the correct colour. One of the beautiful things about this medium is how forgiving it is.
Partnerships & Large Orders
Yes, we do. Our kits are a wonderful and unique experience for team-building, corporate gifting, fundraisers, and more. For all inquiries regarding large orders, please visit our dedicated Corporate & Wholesale page for more information and to get in touch with our partnerships manager.
Still Have Questions?
Our Canadian-based customer care team would love to help. Please don't hesitate to get in touch!
📦 Delivery & Shipping FAQs.
How long does delivery take?
Standard delivery takes 5–8 business days, depending on your location and the items ordered. Please note that custom kits may take slightly longer due to production time.
Do you offer express shipping?
We currently offer standard shipping by default. If express options are available for your location, they will appear during checkout.
Where do you ship from?
We ship from multiple fulfilment centers around the world to ensure faster and more efficient delivery, depending on your location and product availability.
Do you ship internationally?
Yes! We offer worldwide shipping to most countries. Delivery times may vary based on customs and local courier services.
Can I track my order?
Absolutely! Once your order is shipped, you’ll receive a tracking number via email. You can track your order anytime using the provided link.
My tracking hasn't updated. What should I do?
First you don't have to panic. Tracking may take 1 to 3 business days to reflect movement. If it hasn't been updated for an extended period say 3-5 days, please contact our support team; we’ll gladly assist.
What should I do if my order is delayed?
Occasional delays may happen due to customs or courier issues. If your order exceeds the expected delivery window, please reach out and we’ll look into it right away.
What if my package is lost or never arrives?
No worries. We’ve got your back! If your package is lost or doesn’t arrive, we’ll reship your order or issue a refund based on the situation.
Will I be charged customs or import fees?
Depending on your country, customs duties or import taxes may apply. These fees are not included in our prices and are the buyer’s responsibility.
I entered the wrong shipping address. Can I change it?
If your order hasn’t been shipped yet, please contact us immediately to update your address. Once shipped, changes are not possible, but we’ll try our best to assist.
How will my order be delivered?
Orders are delivered via reliable local carriers depending on your location.
Do you ship to PO Boxes?
Yes, we can ship to PO Boxes in most countries. Please ensure the address is entered correctly during checkout.
🔁 Refunds & Returns FAQs
Do you offer refunds or returns?
Yes, we do! If you’re not satisfied with your order, please contact us within 30 days of receiving it. We’ll guide you through the return or refund process, depending on the situation.
What is your return policy?
Items must be unused and in their original condition to be eligible for a return within 30 days of delivery. Get in touch with our customer support if you want to return your order.
How do I request a return or refund?
Simply email our customer support team with your order number and the reason for your request. We’ll respond promptly with instructions.
Who pays for return shipping?
If the return is due to our error (e.g., wrong or damaged item), we will cover the return shipping. For other cases, return shipping is the customer's responsibility.
What if my product arrives damaged or incorrect?
We’re so sorry! That's on us. Please email us with photos of the damaged or incorrect item, and we’ll either reship a replacement or issue a refund right away.
Can I cancel my order?
Orders can be cancelled within 12 hours of placing them. After this, we begin processing and cannot guarantee cancellation.
How long do refunds take?
Once approved, refunds are issued back to your original payment method and usually reflect within 3–5 business days, depending on your bank or payment provider.
What if I received a gift and want to return it?
If you received one of our kits as a gift, please reach out to us with the gift giver's order number or name, and we’ll do our best to assist with an exchange or credit.
What if I need extra paints?
No problem! If you purchased your kit from us, please email us with your order number, the color card that was sent with your kit, and let us know the specific paint number(s) you need. We'll be happy to ship the replacement paints to you.
Can I see a preview of my photo before placing an order?
Absolutely, request a preview from our customer support specialist today and get it revised as much as you want till you are not satisfied.