Shipping Policy
For kits that ship from China -> Worldwide, expect total door-to-door shipping times between 12-30 business days depending on your location.
For kits that ship from the US - > US, expect total door-to-door shipping times between 2-5 business days.
All Tracking Inquiries: support@paintwithdiamonds.com or (877) 778-4714.
EU Customers: As of July 1, 2021, customers in the 27 member states of the European Union may be required to pay VAT in addition to any customs brokerage fees prior to receiving their package(s). For assistance or inquiries, please contact support@paintwithdiamonds.com.
For Kits That Ship From China
To keep the cost of our kits low and pass the savings on to you, we ship a majority of our kits directly from our warehouses and manufacturing facilities located in China's HeNan Province. Under usual circumstances, total delivery time is 12-30 days depending on your location (excluding processing times).
Please note that delivery times are not guaranteed. Does not include customs clearance or order processing.
USA: Between 30 - 60 days average
Canada: Between 30 - 60 days average
Europe: Between 30 - 60 days average
Australia: Between 30 - 60 days average
All Others: Between 40 - 70 days average
Please note that factors outside of our control (eg holiday congestion, weather events, health crises) may impact shipping times. We apologize for the inconvenience.
Individual items within an order may ship from different locations and may arrive on different dates.
*Please note that Paint With Diamonds is not responsible for any customs fees or import duties that may be incurred upon receipt of the shipment.
For Kits That Ship From USA
Select items on our website ship from warehouse locations in the US. Please note that these items contain "Ships From US" in their titles.
Items that ship from the US are only available to US customers. We do not ship these items internationally. If you're from outside of the US and place an order for a "Ships From US" item, your item will come from China.
USA: Between 2 - 5 business days
Ships From US items are shipped via USPS. Timeframes do not include weekends. Orders are shipped out in the order they're received. Orders are processed and shipped within 24 hours.
Please note that factors outside of our control (eg holiday congestion, weather events, health crises) may impact shipping times. We apologize for the inconvenience.
Processing Times
Order delivery times as mentioned above do not include order processing times.
Kits From China
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.
Kits From US
Ships From US Kits: Please allow 24 hours for processing time, excluding weekends.
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).
Shipping Carriers
You can expect to receive your package(s) through your local carrier (USPS if you are located in the US) once it passes through customs. Times will vary depending on multiple factors, including seasonality, backlog, and the speed of your local carrier.
Order Cancellation Policy
You may cancel your order for a full refund if it has not already been shipped.
We understand the frustration caused by longer-than-usual processing and delivery times due to COVID-19 and want you to know you have total flexibility to cancel any orders that have not yet shipped. Thank you for your patience!
To request a cancellation, please contact support@paintwithdiamonds.com or call (877) 778-4714. Please allow 24-48 hours for a response.
NOTE: If your tracking appears stuck on a certain date, please note that this is entirely normal as the package moves from country to country. As soon as it lands in the US, it will move quickly to your doorstep via USPS!
Shipping FAQs
Where is my order?
To keep the cost of our kits low and pass the savings on to you, we ship a majority of our kits directly from our warehouses and manufacturing facilities located in China's HeNan Province. Under usual circumstances, total delivery time is 12-30 days depending on your location (excluding processing times). Due to COVID-19, expect delivery between 30-60 days.
Please note that delivery times are not guaranteed. Does not include customs clearance or order processing.
USA: Between 30 - 60 days average
Canada: Between 30 - 60 days average
Europe: Between 30 - 60 days average
Australia: Between 30 - 60 days average
All Others: Between 40 - 70 days average
Please note that factors outside of our control (eg holiday congestion, weather events, health crises) may impact shipping times. We apologize for the inconvenience.
Why did I only receive part of my order?
We ship our kits from multiple printing 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.
Why does my tracking appear stuck?
This is completely normal. When your order is in transit and moving between countries, tracking will be very slow to update (the package(s) are on shipping containers in the middle of the ocean).
When the item lands in the US, it will move very quickly to your doorstep. You can track it by simply entering your tracking ID into the official USPS Tracking Site.
Why did I receive two separate tracking numbers?
Because we ship from multiple locations, your order may arrive in multiple packages. Each package is assigned a different tracking ID.
What shipping provider do you use?
You can expect to receive your package(s) through your local carrier (USPS if you are located in the US) once it passes through customs. Times will vary depending on multiple factors, including seasonality, backlog, and the speed of your local carrier.
Can I cancel my order?
You may cancel your order within 24 hours after it is placed. However, due to unusually long processing times related to COVID-19, we now allow you to cancel your order if it has not yet been assigned a tracking number.
If your order is already assigned a tracking number, it has already been sent out and we will unfortunately not be able to cancel it.
What is your refund policy?
If you're unhappy with your order for any reason send an email to support@paintwithdiamonds.com and tell us your issue.
*We do not offer refunds on items that are currently still in transit*
See our full Return Policy here.
