FAQ
Q: Can I cancel my order before it ships and get a fund?
A: Selfie Kits: You have up to 24hrs after purchase to cancel for full refund. After 24hrs the order is non-refundable due to the complexity of the creation of our production process.
Q: How long does my order take to ship?
A: Orders are delivered on the specified delivery date in our notification bar at the very top of our website. The 1 to 3 day shipping time at checkout is the carriers shipping time, but it does not reflect our processing time. Please refer to the delivery date specified in our notification bar at the very top of our website.
B: International orders - checkout will also say 1 to 3 day shipping time, but orders will be delivered on the specified delivery date in our notification bar at the very top of our website.
Q: Can you deliver to PO Boxes?
A: No, our carrier cannot deliver to PO Boxes; Nor can the carrier deliver to APO Boxes for Military Bases.
B: The system will allow PO Boxes to be entered, but we cannot honor it. The order will be canceled and I full refund will be processed.
Q: Why is UPS charging me an import fee when my package arrive? (International orders)
A. UPS charges a handling fee for their customs handling, as they will pay the customs fees directly to HMRC and then ask you for reimbursement. If you decide not to pay this fee, you will not receive your package.
Q: Can I pickup my order in person? Do you have a storefront location?
A: No, we currently do not allow local pickups.
Q: Do I need any painting experience?
A: Because the kits are paint with numbers no experience is needed! Our youngest painter was 8 years old! The lines and numbers will guide you through the entire process!
Q: How long does it take to complete a Painting?
A: On average, it will take 2-3 hours to complete your painting. Each paint kit will show a painting completion time on the product page.
Q: How long does the paint last?
A: Paint can last up to 3 months at room temperature. In the event you store your paint kit over the un-recommended three-month time frame we will not be held responsible for any dry paint. We ask that you please plan your parties accordingly.
Q: Damaged or Lost Package?
A: Once your order is processed, packaged, successfully fulfilled & departs our production we are not liable for any damages on the behalf of the carrier. This includes the following but not limited to: lost packages, damaged canvases, damaged paint sets. Nor any unforeseen negligence of the shipping carrier or lost merchandise. Please contact the carrier and file a claim immediately to ensure prompt and proper reimbursement. Please keep us informed is case we need to expect your package to arrive back to us.
Q: Can I Request To Change My Painting?
A: No, unfortunately, due to the complexity of our production process once an order is placed changes cannot be made.
Q: Can I Change My Address After I’ve Purchased?
A: Yes. It is important that you contact us ASAP to have this updated. If your order has already been shipped from our production, we may not be able to change the address. In this case you would need to contact the shipping carrier (UPS) from your tracking information to get your addressed changed while in transit. We also cannot ship to PO Boxes. It must be a physical address.
Q: If I Don’t Like My Painting, Can I Get A Refund?
A: No, we cannot. Our process is very difficult and so we can not offer refunds. We will however, help fix any mistakes made by our team. Once an order is placed, we will not issue refunds — we can send a replacement if necessary.
OUR PROMISE: Ray Tennyson's mission is to produce the best entertaining, amazingly looking premium paint kits out there. Our goal is to exceed your expectations and provide you with excellent customer service. We are here to assist in any area of concern. For questions or concerns please chat with us from the chat button.