Frequently Asked Questions
How long can I store your products (Paint by Numbers） for?
Our painting set includes vacuum-sealed paints to keep them fresh. However, how long the paint lasts depends on how you store it. If the paint is often exposed to air, the water in it can evaporate quickly, causing the paint to dry out.
To keep your paints lasting longer, always make sure to tightly seal the lids on any paints you are not using while you paint. By doing this, you can expect the paints to stay good for about 6 months.
What if I run out of paint?
We make sure all of our kits have enough paint to finish the whole canvas, even if you like to put a bigger paint coat.
If you want to prevent an issue, you can purchase our paint refill kit for $10 and provide the order number of your painting kit.
In the unlikely event that you do run out of paint, contact us on support@tucocoo.com and we'll send you a new paint set.
How to pick the right photo for your custom kit？
- The outcome of the painting will be influenced by the photo you provide, so select it with care!
- Close-up shots with excellent lighting and contrast yield the best results.
- A simple background is preferable.
- Steer clear of blurry images, poor lighting, harsh shadows, and backlighting.
- Ensure your image is cropped to fit the canvas dimensions.
- For optimal facial clarity, use portraits featuring no more than 4-5 people.
Contact us if you have any questions before placing your order.
How to mount your DIY frame?
If you purchased our DIY Frame version of painting, here is a detailed instructional video for you to learn How to Stretch Your Canvas on the Frame.
How can I track the status of my order?
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.
You can also track your order on our tracking page. Simply input your order number and email, or the tracking number to display the information.
How much does shipping cost?
A shipping fee of US$4.99 applies to orders under US$45, while orders of US$45 or more enjoy free shipping.
When will I get my order?
Our team does everything they can to ensure you receive your order as soon as possible. Delivery times: 5-12 days. (If stock is available in US or European warehouses, delivery may take only 2-5 working days.)
Orders may take longer than expected to arrive based on inclement weather, holidays, and/or carrier delays, and this is out of our control.
Can I update my shipping address?
Absolutely, we can accommodate that request, provided the order hasn't been shipped.
Please contact us promptly with your order number and the updated shipping address.
can I change or cancel my order？
We are unable to cancel orders or make any changes after an order is placed. Our team works quickly to fulfill orders so we can get your product to you as soon as possible.
If you have entered an incorrect shipping address or have questions about the status of your order, please contact our Customer Love Team immediately by live chat or send an email to support@tucocoo.com. We will do our best to accommodate your request, but we cannot make any guarantees.
Tucocoo is proud to offer free and easy returns! If for any reason you are dissatisfied with your purchase, you may return it for a full refund within 30 days of the ship date for the purchase price, excluding shipping, handling, or other additional charges.
If for any reason you are dissatisfied with your purchase, you may exchange it within 30 days of the date your order was shipped.
·Please note the following return and exchange exceptions:
·Products must be returned in original condition with boxes, paperwork, and accessories to ensure full credit.
·Merchandise sized, engraved, or altered in any way after purchase may not be returned or exchanged.
·Gift receipts may be used for exchanges only or to credit purchaser.
·Shipping and handling will not be refunded unless you received a damaged, defective, or incorrect item.
·Merchandise purchased using Progressive Leasing cannot be exchanged.