FAQs

• How do I send you the photo I would like to use for my order? Images are uploaded directly on the website with your order. Click the " Attach Image" button and upload your photo. You may then proceed to check out. If you are having issues uploading your photo, no problem! Please email us at [email protected]

• Can you help me choose the best photo? Yes! Send us a message anytime with the attached photos you would like us to look at. We can give feedback on which image would be best for your project.

• Will this photo work okay? When choosing a photo, there are many different things we look at while processing the picture into a paint by numbers project. When choosing a photo, things such as the image quality / resolution, excessive shadows, background noise, similar background colors, zoom of the primary subject and size of the canvas selected are all things to consider. Now, that is a lot, so of course, we will help you out by analyzing the photo prior to processing the order. If there are any issues or concerns we have with the photo, we will contact you and discuss it further. 

• Can you provide me with a proof of the finished canvas prior to my order? Yes, as time permits, we can provide a rough proof of what your PBN canvas will look like. We do normally have a que of orders in editing and the proof is not a final edit, but a general idea of what you can expect with your photo. Please contact us to arrange a proof edit after your order has been submitted. There are times during high volume where a proof may take 2-3 business days to complete.

• How does the framing process work? If you choose a canvas with frame, you will receive the frame with your canvas kit. This frame is very simple to assemble and wrap your finished canvas around for hanging or displaying. To make this process easier, we have produced this video to show us framing a canvas for you to see. Follow this link -->> www.vimeo.com/377225866

• Can I see a video of how the process works? Yes! On Youtube, search Pets By Numbers. We have filmed a time-lapsed video of us painting our own custom paint by numbers canvas. https://www.youtube.com/watch?v=uJ7OSW1zQ2s

• Which sized canvas should I choose? Canvas size depends on how large you would like your canvas to be of course. The other aspect which size does impact, is the amount of detail we are able to convert from your photo to the paint by numbers format. Our most popular size is the 16X20. This size and larger will allow us to convert the image fully into your paint by numbers project. The 12X16 size is great for a small project, but due to the physical space on the canvas, not as much detail is converted into your paint by numbers. If we were to convert the same numbered paints into a 12X16 that we do for a 16X20, you would have to complete it with a magnifying glass :P. Of course, we work with each customer and can provide feedback on the canvas choice.

• Well... You didn't answer my question!? If you have any questions at all about your order or a future project, please contact us via Etsy Messages by clicking "contact seller" or email us at [email protected]. We usually respond within minutes, or at least a business day to all messages and emails.

• What if I don't have the photo yet? Can I order? We ask that you wait to place your order until you are ready to simultaneously send us your photo. We work very hard to keep our shop on-time, and when we receive late photos, it pushes back your shipping date. To keep your order processing on time, please be ready to send the photo you would like to use at the time you place your order. If you have questions on which photo to use, let us know! We can help you decide prior to placing your order.

• My order has shipped and the tracking number is not showing online? We ship domestically using FedEx and USPS. USPS tracking numbers are pretty quick to show online once the label is printed and assigned. Further tracking information will display as the package is scanned into the USPS system and begins its transit to you. FedEx tracking numbers take up to 48 hours to begin showing online. FedEx does not activate a tracking number when the label is printed, it only activates once it has been scanned into the sorting facility. If you have any further issues with tracking, contact us and we will look into why your tracking number may not be working correctly. This could be a scanning issue with the carrier or a typo in our tracking software.

• Are creased canvases a common occurrence? How should I handle it if I receive a canvas with wrinkles? The creases on the canvas are perfectly normal since we use linen canvases. To eliminate them, you can iron the back of the canvas (for a more effective outcome, consider lightly misting the canvas with water before ironing). However, caution should be exercised when selecting the iron's heat level; it is advisable to opt for a moderate setting rather than high heat.