FAQs

Can I change or cancel my order once it has been placed?

Once you've completed your order, it will already be progressing to the next stage. We ship all products within 24-48 hours and for us to do this efficiently we will not be able to make changes to any orders.

I have not received my order.

Please refer to our guide on delivery times of products below:

Dispatch between 24-48 hours
Delivery is 1-3 weeks

How do I track my order?

You will be able to track your order as soon as it leaves our fulfilment centre OR our partner provider and is on its way to you - we will send you the tracking details in an email. Please note that this email can occasionally go into the junk folder of your emails so please be sure to check there too!
If you have just received the email with your tracking details, please allow up to 72 hours before you see updates as your parcel endeavours to move through the postal stream. You can also use the website www.aftership.com to track your order.
Your parcel may not get scans for up to 7 business days once it has been handed to the local courier. This is completely normal at this time due to Covid-19 lockdowns impacting courier companies.

How can I contact customer service?

We're online and here to help. For the quickest response, drop us an email via the Contact Us page: and we will get back to you as soon as we are able.

Our operating times are Monday – Friday 9am-4pm AEST.

For any questions regarding your order please email sales@australiapaintbynumbers.com.au and be sure to include your order number so that we are able to assist you as efficiently as possible.

*Please note that we are unable to search via an email address or PayPal transaction ID.

I think my order has been lost, help!

In this instance, the first port of call is to check which postal company has your parcel. Although we would love to be able to let you know the exact location of your parcel, unfortunately only the postal company has this ability.

If your parcel was sent via Australia Post, please call 13 76 78 for assistance with any questions regarding the position of your parcel and an Australia Post rep will certainly be able to help you.

If you find that there have been no physical scans on your parcel for more than five business days, please email us at sales@australiapaintbynumbers.com.au so that we do our best to assist you by lodging an investigation for you to ascertain the whereabouts of your parcel.

Please note: During peak times of traffic (e.g. Boxing Day or Black Friday sales) or service disruption (e.g. strikes or natural disasters) scanning and updates may be reduced.

I have only received some items from my order, where are the remaining contents?

If some of your order has not arrived, it is most likely that your order has been split into multiple shipments. We also kindly ask you to open all the contents of your parcel before you make contact. There have been instances where multiple canvases have been included in 1 box, so please open each box before making contact.

How long does it take for the paint to dry?

Because the paint is water-based acrylic paint, it will dry to the touch within 10 – 15 minutes depending on the thickness of paint application. You can use a hairdryer if you want to speed up the process, or simply work on another section of the canvas while you wait for the sections you have recently painted to dry.

My paint is a bit thick, what can I do?

Please make sure that your containers are sealed at all times (apart from when you use them), otherwise they can dry up pretty quickly. Our paint is water-based acrylic paint so all you need to do to get a better consistency is to add a tiny amount of water.

What size are your in-stock paint by numbers kits? Do they come mounted or folded/rolled?

We offer multiple sizes for all of our paint by numbers kits. Each kit is a rolled canvas. You will need to buy an additional DIY frame if you want to stretch the canvas onto the frame.

If you purchase a custom paint by numbers or a DIY paint by numbers, please click this link for assistance with mounting your canvas onto the frame: https://www.youtube.com/watch?v=cQBLnm5gxw8

Do you accept Creative Kids Vouchers or NDIS funding?

We are not set up to operate with these services.

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Customer photo review of Custom Paint By Numbers

I absolutely love creating an image and then painting it by numbers. It makes me feel so talented.

Erin K. 5/5 Verified October 18, 2026

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