FREQUENTLY ASKED QUESTIONS

SHIPPING & ORDERING

How do you send out painting kits?

We send out paint kits through USPS Priority Mail, which usually takes 3-4 days to arrive once shipped out.

How can my group order painting kits?

You can have each individual submit orders online, or ask for a shipping table template from us. You can add in all the recipients, emails, and addresses and we will send you 1 bill for everything. Please note that 8% sales tax will be added for any recipients in California.

Can you ship outside the USA?

Unfortunately, we can’t ship internationally due to issues we’ve faced in the past with cost & customs. But you can have your non-US residents purchase a painting kit from their country’s Amazon, for example, this kit in Canada!

Can you guarantee delivery by my event date?

Unfortunately, during the pandemic, all shipping carriers (USPS, UPS, and Fedex) have suspended their delivery guarantees, so we also cannot promise that your kits will be delivered on time. But we can promise that we’ll ship out your kits with buffer time and be here to help you in case of any issues. We recommend submitting orders 10+ days before your event to allow ample time for delivery and, if needed, troubleshooting.

TROUBLESHOOTING ORDERS

What are my options if my package is delayed, lost, or damaged?

We certainly hope this doesn’t happen! If anyone’s kit is delayed, lost, or damaged, we can help you if it is at least 5 days out from the event with these options:

1. Give access to our painting tutorial library for any attendees whose kits will arrive post-event. We can discount their session fee by 50% as well
2. Purchase a new kit from us with 4-day delivery at 25% off. When the original kit arrives, you can return to us for a refund**, less $10 for original shipping
3. Refund the virtual session cost, and, when the original kit arrives, return it to us for a refund**, less $10 for original shipping

**Return to us by writing “return to sender” in bold marker on the unopened package and putting in your mailbox or dropping off at the post office. There is no charge to you.

If we’re notified too late, such as within 48 hours of the event, then only options 1 and 3 will be available. Thank you for your understanding!

Can you overnight kits to us?

We can overnight kits if you pay for shipping, usually $40-50. We don’t recommend it though, as none of the shipping carriers even guarantee they will deliver within the time allotted.

Can you track the status of my shipments and send updates?

Sorry, but we can’t monitor shipment statuses for each recipient, as the volume of kits we ship out weekly is very high. Our shipping system, Shippo, sends tracking numbers and delivery notifications to each individual via email. We ask that each recipient track their packages closely and reach out to us early (support@paintthetown.us) if there are any issues. Detailed USPS statuses can be tracked online.

Where can I purchase painting supplies locally?

We recommend these canvases, paint brushes, and paints from Michaels or your local JoAnn Fabric, Hobby Lobby, or Blick Art Store. Supplies will cost ~$22/person total, without easels. For paints, each person needs: white, black, yellow, bright blue, and red.