FAQ

FAQ


Here are some of the questions that our customers most frequently have for us. 

Where is my order? 

Typical shipping timeframes are as follows: 

USA: Between 4 - 10 days average 

Canada: Between 8 - 20 days average

Europe: Between 8 - 30 days average

Australia: Between 8 - 40 days average

All Others: Between 8 - 40 days average

 

How can I cancel my order?

Once you place an order on our website you have 24 hours to send us an email to cancel it. All our orders are processed within 24 hours and once processed they cannot be cancelled. Please contact our support team at support@vizuarts.com if you would like to cancel your order.

 

Why did I only receive part of my order?

We ship our kits from multiple printing facilities in different locations. As a result, kits within the same order may be shipped from different facilities and arrive at slightly different times. 

Some items in your order may arrive before others. When this happens, it is likely that the remaining items in your order are still in transit and will arrive very soon.

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.

Are the paintings full drill? Do diamonds cover 100% of the canvas? 

99% of our painting kits are full drill. 

What's included in each kit? 

Each of our kits comes with the following:

  • Pre-printed canvas with design chart (with pre-applied adhesive) 

  • Colored diamonds delivered in separate bags (labeled) 

  • Diamond applicator tool and/or tweezers 

  • Tray with wax (used to pick up the diamonds)

 

How large are the diamond paintings? 

Sizes vary by design. Our smaller paintings are usually 20x20cm (8x8in). Larger paintings can be as wide as 90cm (36in / 3ft). Please check the dimensions on the specific painting you're looking at before buying. 

Does it come with a frame? 

Frames are not included unless otherwise stated.

What are the diamonds made out of?

Our colorful diamonds are manufactured from eco-friendly resin and are factory-tested to ensure safety. 

I'm missing some diamonds. What can I do? 

We'd be happy to send you some replacement diamonds at no extra charge.

How long does a diamond painting take to complete?

Depends on how fast you are, and how large the canvas is. Our smaller kits usually take anywhere from 6-10 hours to complete without breaks. Larger kits may take up to 20 hours to finish.  

What is your refund policy?

If you're not 100% satisfied with your purchase, you can return your order for a full refund for up to 30 days from the purchase date. All diamonds must be in their original, unopened packaging. 

Please contact support@vizuarts.com for assistance. 

How can I contact you?

Please contact support@vizuarts.com for assistance.