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FAQs FAQs
Here are some of the questions that our customers most frequently have for us.
FAQ:
Where is my order?
Our items are sourced in bulk from international suppliers, so packages usually arrive at your doorstep between 12-30 days after you place your order. In extremely rare cases, it may take a bit longer. Factors such as bottlenecks in shipping and delays at customs may impact delivery time.
You can find your Tracking ID in your shipping confirmation email.
Why did I only receive part of my order?
We ship our items from multiple locations overseas, so orders with multiple items may arrive separately and at slightly different times.
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.
Why is my tracking info not updating?
Good news, this is perfectly 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 including in your shipping confirmation email into the official USPS Tracking Site. 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.
People outside the US can track their order via this link or via our track your order page
What's included in my order?
If you have ordered a kit, every kit includes:
- A Canvas
- Diamonds
- Diamond Painting Pen
- Pair of Tweezers
- Wax
- A Tray for sorting diamonds
What size are the paintings?
Our paintings come in many sizes ranging from 20x20cm to 110x110cm in square paintings and 20x25cm to 90x120cm in rectangular sizes.
What is your Refund Policy?
Buy with confidence! We offer a 100% money back guarantee and 100% shipping guarantee on all our Diamond Painting kits! If you're not ready to return your product, but have some questions about your order, we highly recommend you visit our FAQ page!
If you are not completely satisfied with your order, you can return them to our Pennsylvania office location for a full refund up to 50 days after you purchase (paints dry out after a few months so unfortunately we can't offer a longer return period).
**IMPORTANT: To begin the return process, please Contact Us with the following information:
- The order number included in your order confirmation email
- The email address used to place the order
- The FULL name and address of the purchaser
- Your purchase date
*Please note:
-
Returned items must be in the same condition in which you received them. Unfortunately we cannot offer refunds for partially completed paintings.
-
You will be responsible for paying for your own shipping costs for returning your item.
How can I contact you // where can I find customer support?
Reach out to us via email at help@ilovediamondpainting.com or our Contact Us Page. A customer service representative will reply to your email within 24 hours.
**IMPORTANT: When you do reach out to us, please Contact Us with the following information:
- The order number included in your order confirmation email
- The email address used to place the order
- The FULL name and address of the purchaser
- The order date
Alternatively, you can reach out to us on our Facebook page.
Where do your designs come from?
I Love Diamond Painting is an authorized reseller of craft products. Artwork and designs are provided to us by our manufacturing partner. For any inquiries regarding copyright, please send an email to licensing@diamondpainting.com.
Here are some of the questions that our customers most frequently have for us.
FAQ:
Where is my order?
Our items are sourced in bulk from international suppliers, so packages usually arrive at your doorstep between 12-30 days after you place your order. In extremely rare cases, it may take a bit longer. Factors such as bottlenecks in shipping and delays at customs may impact delivery time.
You can find your Tracking ID in your shipping confirmation email.
Why did I only receive part of my order?
We ship our items from multiple locations overseas, so orders with multiple items may arrive separately and at slightly different times.
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.
Why is my tracking info not updating?
Good news, this is perfectly 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 including in your shipping confirmation email into the official USPS Tracking Site. 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.
People outside the US can track their order via this link or via our track your order page
What's included in my order?
If you have ordered a kit, every kit includes:
- A Canvas
- Diamonds
- Diamond Painting Pen
- Pair of Tweezers
- Wax
- A Tray for sorting diamonds
What size are the paintings?
Our paintings come in many sizes ranging from 20x20cm to 110x110cm in square paintings and 20x25cm to 90x120cm in rectangular sizes.
What is your Refund Policy?
Buy with confidence! We offer a 100% money back guarantee and 100% shipping guarantee on all our Diamond Painting kits! If you're not ready to return your product, but have some questions about your order, we highly recommend you visit our FAQ page!
If you are not completely satisfied with your order, you can return them to our Pennsylvania office location for a full refund up to 50 days after you purchase (paints dry out after a few months so unfortunately we can't offer a longer return period).
**IMPORTANT: To begin the return process, please Contact Us with the following information:
- The order number included in your order confirmation email
- The email address used to place the order
- The FULL name and address of the purchaser
- Your purchase date
*Please note:
-
Returned items must be in the same condition in which you received them. Unfortunately we cannot offer refunds for partially completed paintings.
-
You will be responsible for paying for your own shipping costs for returning your item.
How can I contact you // where can I find customer support?
Reach out to us via email at help@ilovediamondpainting.com or our Contact Us Page. A customer service representative will reply to your email within 24 hours.
**IMPORTANT: When you do reach out to us, please Contact Us with the following information:
- The order number included in your order confirmation email
- The email address used to place the order
- The FULL name and address of the purchaser
- The order date
Alternatively, you can reach out to us on our Facebook page.
Where do your designs come from?
I Love Diamond Painting is an authorized reseller of craft products. Artwork and designs are provided to us by our manufacturing partner. For any inquiries regarding copyright, please send an email to licensing@diamondpainting.com.
