Frequently Asked Questions
Get answers for the most common queries related to shipping, refunds, returns, products and payments.
Shipping Questions
We have warehouses in the US and China. The origin of your shipment depends on the specific product you order.
Depending on the product you order, it will be dispatched from the most suitable location depending on availability. The following times are working days (excluding weekends and bank holidays).
- Kits that are readily available in the US typically arrive within 2-6 business days.
- Overseas kits require a 7-14 working days from the order date.
You can check the shipping info tab on each product page to confirm the estimated delivery for that particular item.
We always strive to get your kits to you as quickly as possible! Many thanks! 😊
Before being delivered, your parcel needs to go through several processing centers. These are known as “shipping partners,” and their job is to scan and classify parcels before being handed to the last leg carrier (USPS, Ontrac) for delivery.
Depending on their backlog, some shipping partners will need a few days to process the order. This means you’ll see the parcel “stuck” in the same location. There’s no reason to worry; this is part of the process. However, if you see no movement for more than a week, kindly contact us so we can verify there are no issues with the shipment.
We will send the tracking information to the e-mail address associated with your order once available. Make sure to check your spam folder if you do not receive any order or shipping confirmation emails.
Yes, we can definitely do that for you, as long as the order has not been shipped.
Kindly contact us as soon as possible and provide us with the order number and the new shipping address. If the order is already in transit, you must contact the carrier to fix the address. We can send you the USPS tracking number so you can reach out to them. Their customer services phone number is 1-800-275-8777. Many thanks!
When your order is returned to the sender, 99% of the cases are due to an incorrect/incomplete address. We generate the shipping label with the exact address entered at checkout, so it is very important to double-check the information before submitting your order.
If your parcel has been returned, we can definitely resend it. However, please note that there will be a reshipment fee based on the items, as we incur additional carrier charges for the second shipment. Alternatively, if you opt for a refund, we’ll need to deduct this fee to cover the costs of return and any necessary restocking or disposal.
No. We already cover these fees, and you won’t be asked to pay anything extra to deliver your order.
Refunds & Returns
Yes! If you wish to cancel your order, please do so within 24 hours after payment. You can email us at support@lovinanime.com with the subject “CANCEL ORDER” and your order number. Please note that if we have already started producing your order or it has been handed to the carrier, we won’t be able to cancel it.
Remember that if you ordered the incorrect items, there’s no need to cancel & reorder. We can help you change the items ordered without having to place a new order.
Reach out to us, send us clear photos of the damage, and we’ll promptly arrange a free replacement. No extra costs involved.
Understanding Product Conditions:
Not all situations qualify for a replacement or refund. Here’s what to keep in mind:
- Minor Dents or Wrinkles: Transportation can sometimes cause small dents or wrinkles in your canvas. Don’t worry; these are usually fixable. Check out our guide here for easy solutions.
- Paint Mix-ups: Missed a color? No problem! While we can’t offer refunds for this, we’ll happily resend any incorrect or missing paint colors to complete your masterpiece.
- Packaging Damage: Our packaging is designed to protect your artwork. If the outer box or tube is damaged, but your main product (the canvas) is intact, we usually do not replace the entire order. However, if the canvas itself is damaged, we’ll take care of it.
- Canvas Clarity: Having trouble reading your canvas? Let us know, and we’ll provide a high-resolution PDF file to help you continue painting with ease.
Sure thing! If you wish to return a product, the returned item must be unused and in its original packaging. You will be responsible for the shipping fees. Please email us at support@lovinanime.com with your order number. We will provide a return address in the US. Once we receive and inspect your items, we will refund your order to the original payment method. Kindly note refunds can take 3-5 business days to be completed.
Important: custom and pre-stretched kits are not returnable since these are made to order for you.
No worries. You can contact us to send it back for a refund and place a new order for the item you’d like instead.
Kindly note that framed and custom products cannot be exchanged if you change your mind.
Product questions
Yes! If you wish to cancel your order, please do so within 24 hours after payment. You can email us at support@lovinanime.com with the subject “CANCEL ORDER” and your order number. Please note that if we have already started producing your order or it has been handed to the carrier, we won’t be able to cancel it.
Remember that if you ordered the incorrect items, there’s no need to cancel & reorder. We can help you change the items ordered without having to place a new order.
Reach out to us, send us clear photos of the damage, and we’ll promptly arrange a free replacement. No extra costs involved.
Understanding Product Conditions:
Not all situations qualify for a replacement or refund. Here’s what to keep in mind:
- Minor Dents or Wrinkles: Transportation can sometimes cause small dents or wrinkles in your canvas. Don’t worry; these are usually fixable. Check out our guide here for easy solutions.
- Paint Mix-ups: Missed a color? No problem! While we can’t offer refunds for this, we’ll happily resend any incorrect or missing paint colors to complete your masterpiece.
- Packaging Damage: Our packaging is designed to protect your artwork. If the outer box or tube is damaged, but your main product (the canvas) is intact, we usually do not replace the entire order. However, if the canvas itself is damaged, we’ll take care of it.
- Canvas Clarity: Having trouble reading your canvas? Let us know, and we’ll provide a high-resolution PDF file to help you continue painting with ease.
Sure thing! If you wish to return a product, the returned item must be unused and in its original packaging. You will be responsible for the shipping fees. Please email us at support@lovinanime.com with your order number. We will provide a return address in the US. Once we receive and inspect your items, we will refund your order to the original payment method. Kindly note refunds can take 3-5 business days to be completed.
Important: custom and pre-stretched kits are not returnable since these are made to order for you.
No worries. You can contact us to send it back for a refund and place a new order for the item you’d like instead.
Kindly note that framed and custom products cannot be exchanged if you change your mind.
Payments
Absolutely. We use SSL encryption for all data, and we are a PCI-compliant company, meaning we follow all credit card industry requirements and best practices. Furthermore, not even our employees have access to your full card details, even after a purchase. We can only see the last four digits for verification purposes.
We accept most cards and express payments, such as PayPal, Apple Pay, and Google Pay.
If your payment is not going through, ensure you have entered your card details correctly. If that’s the case, you can contact your bank, as they might be blocking the transaction on their end.
Alternatively, you can try another payment method, such as PayPal or a different card.
Sometimes things go differently than planned, and while we understand it can be frustrating to have an issue with an order, please reach out to us and give us a chance to help before disputing a charge.
Disputes are harmful to everyone – they’re time-consuming and require to provide documentation to support a case. We will be willing to assist before reaching that point.
Simultaneously, any fraudulent chargebacks generated to obtain a free product will be reported to the corresponding cybercrime unit.
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