Help / FAQ
Find answers to common questions below. If you need additional support, please contact us.
ACCOUNTS
How do I create an account?
1) Click the "ACCOUNT" link at the top, upper right corner of our site.
2) Click on "CREATE ACCOUNT" in the gray box.
3) Fill in your personal information, then click the "CREATE ACCOUNT" button to finalize.
Note: Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.
Should I create an account?
It's up to you! You don't need an account to order from our website, but having a Da Vinci Paints account has many benefits including access to order history, invoices, tracking orders, and it also makes placing future orders much easier. Your information is very secure on our site, and we never sell or share account information including personal information about our customers or their purchases.
Does having an account also subscribe me to a mailing or email list?
No, the Da Vinci Paints newsletter is completely separate from customer accounts, and we never place customers on any mailing list without express permission. If you're interested in being notified of Da Vinci Paints news, sales, and promotions via email, you may subscribe here or in our footer at the bottom of this page.
How do I edit my account information?
Click the "ACCOUNT" link at the top, upper right corner of our site. Sign into your account to edit your information.
Help! I forgot my password.
Click the "ACCOUNT" link at the top, upper right corner of our site. Under the login box, you'll see a link that says "Forgot your password?" Click on the link to receive instructions on how to reset your password.
ORDERING
How do I track my order status?
The fastest and easiest way to check on an order status is to set up an account. Click the "ACCOUNT" link at the top, upper right corner of our site and follow the prompts to set up an account and to keep track of orders. After placing your order, simply sign in to track the status of your order.
Has my order shipped, or when will it ship?
Once your order is placed, you will receive a shipment confirmation with tracking information within 24-48 hours of shipment. For more information on shipping including international shipping, refer to the "Shipping" section below.
How do I change quantities or cancel an item in my order?
Click the "ACCOUNT" link at the top, upper right corner of our site to sign in and view all of your orders. You can manage your items and orders from here. Please note that once an order has begun processing or has been shipped, the order is no longer editable.
There's a problem with my order.
Please refer to the "General Help & Issues" section below.
I have a question about my order total and/or need a copy of my receipt.
If you have an account with us, click on "ACCOUNT" at the top, upper right corner of our site to sign in. Here, you may view all order history and amounts and also print invoices. Invoices are also included with shipments. For any other issues with order amounts or charges, contact us or your financial instution for further assistance.
I have a question about an order with/and/or a promotion.
Please refer to the "Promotional Guidelines" section below.
PAYMENTS
What forms of payment do you accept?
We accept most major forms of payment. During the checkout process, you may choose any of our available payment options to place your order. International orders can also view payment options at checkout. Please note that orders are not shipped until full payment is received.
Will I have to pay sales tax and/or custom or duty fees on my order?
All orders placed through our website ship from California USA. Any taxes due are automatically calcuated at checkout. Custom and duty fees may be required for international shipments/orders. These are calculated by individual countries and, while not due at the time of ordering, may apply and are the customer's sole responsibility.
How much will shipping cost?
Please refer to the "Shipping" section below.
When will my credit card be charged or credited?
Order charges are usually processed within 24 hours prior to shipment, and credits usually take 7-10 business days from the time we receive your item(s).
How do I redeem a coupon or gift certificate?
If you would like to redeem a gift certificate or coupon, there are options for doing so during the checkout process. After adding items to your cart, click the cart icon at the top, upper right corner of our website. You may choose either "View Cart" or "Check Out Now." At the bottom of the shopping cart, you'll see a box where you may enter your gift certificate or coupon code.
SHIPPING
Do you ship to my country?
We currently ship worldwide with the exception of a few countries for various reasons. Please enter your shipping address at checkout to verify that your country is eligible for shipping.
What are my shipping charges?
Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the checkout page where you will be offered shipping method choices and prices, if applicable.
Why is shipping for my order so inexpensive/expensive?
We often offer flat rate or other discounted shipping specials. We do not add handling fees into our shipping costs, and we pass any shipping savings directly onto our customers. Shipping is automatically calculated and is subject to many factors (distance, weight, etc). We are not in control of U.S. or international shipping costs and realize that these costs can be very confusing, even to us.
When will my order ship, or has my order shipped?
We strive to ship all orders promptly, usually within 3 business days. Once your order is placed, you will receive a shipment confirmation with complete tracking information within 24-48 hours of shipment.
The fastest and easiest way to check on an order's shipment status is to set up an account. Click the "ACCOUNT" link at the top, upper right corner of our site and follow the prompts. After placing your order, simply sign in to your account to track the status of your order. If you'd prefer to not set up an account at this time, you may track your order via the tracking number at the carrier's website.
My order arrived incomplete or not at all.
Refer to the section "General Help & Issues" below.
GENERAL HELP & ISSUES
My order never arrived or an item is missing in my shipment.
Click the "ACCOUNT" link at the top, upper right corner of our site and sign in to track your order status and verify that all of the items in your order have shipped. If you order displays your package tracking numbers, check with the shipper to confirm that your packages were delivered. If all of your packages show a status of "Delivered," please contact us immediately for assistance. If the missing item is a promotional offer, please refer to the "Promotional Guidelines" section below.
I received the wrong product, a defective or damaged product, or a product that I didn't order.
This is very rare, but occasionally mistakes are made or items are damaged during packing or shipping. If you have a problem with your order, please contact us within 72 hours of receiving your order so we can immediately work with you to resolve this issue.
I changed my mind, so how can I return an item?
Please refer to the "Returns" section below.
I'm having trouble with your website.
We are constantly making improvements to our website, but things in cyberworld often go astray. We like to be notified of site issues, so please contact us and explain the problem you are having, and we'll try our best to assist you and/or resolve the problem.
RETURNS
We accept product returns for exchange or refund within 30 calendar days of delivery. Items must be in new, unaltered, and unused condition, meaning without showing any signs of use, wear, or damage to product and packaging.
How to request a return:
- Contact us within 30 calendar days of your order delivery date to request a return. Please list the item(s) you are returning and the reason(s) for the return.
- Carefully wrap the item(s) for shipping and return to us via insured mail or carrier. Return shipping and insurance is the customer's responsibility.
- Refunds or exchanges are contingent upon inspection of item(s) upon receipt in our warehouse.
- Original shipping costs are not refundable, and refunds are subject to a 15% restocking fee that will be deducted from the refund amount.
- Refund credit usually processes 7-10 business days from the time that we receive your item(s).
An item or product that can't be returned or has a different return policy will be noted on the product page in the item's description.
POLICY EXCEPTION: If you received an item or product that is damaged, defective, or that you didn't order, please contact us immediately. We will gladly accept a return for these items and issue a store credit or a refund, and we will also cover return shipping costs.
PLEASE NOTE: You MUST contact us within 30 days if you intend to return ANY item back to our store. Items returned to us AFTER 30 days and WITHOUT contacting us will NOT be refunded.
PROMOTIONAL GUIDELINES
How many promotions can I combine and/or receive?
Unless stated otherwise, any and all available promotions are considered one per customer and per order. Customers who place multiple orders during the promotional period that meet the promotional guidelines will, unless stated otherwise, only receive one promotional item or offer. In general, most promotional items and/or offers can’t be combined with coupons or other giveaway offers.
I placed an order but didn't receive the discount or promotional item. What happened?
Please doublecheck the promotion terms along with your order. Promotions with minimum purchases must be before all taxes, shipping, and fees. Mistakes, while rare, happen. If you believe that your order qualified yet you didn't receive a current, available promotion, please contact us within 72 hours of receiving your order.
I placed an order before the promotion began. May I still receive the promotion?
We are not able to go back and add promotional items to orders that do not fall within the published promotional period or timeline. We do our best to include any promotional items on qualifying orders placed within a week before the start of a promotion, but this is not guaranteed. Good news is that we always have more promotions planned! Be sure to sign up for our newsletter to be notified of upcoming sales and promotions.
I had planned to place an order during the promotional period, but now I can't view or find the promotion.
Most promotional offers are for a very limited time and available only while supplies last. Promotions, gifts with purchases, giveaways, or any other promotional offers and items are at our sole discretion and may be cancelled at any time without notice.
I purchased a gift certificate, an order from another retailer, and/or an order from Amazon and didn't receive the promotion.
Unless stated otherwise, promotional items and offers are valid only at DaVinciPaints.com and only for tangible goods and product orders. Promotional items are not included with the purchase of an electronic gift certificate. However, previously purchased gift certicates are a valid form of payment for orders containing promotional items.
In the event of abuse or fraud regarding any sales, giveaways, discounts, and/or other promotions or promotional items, Da Vinci Paints reserves the right to cancel the order(s) or remove any and all promotional offers from the order(s) and/or website.
ADDITIONAL FAQ
What is Da Vinci Paint Company's low price guarantee?
We believe that every artist, at any level or age, deserves quality products. It is our commitment to provide you with the highest quality of professional-grade paints at the best value, at the best prices we can offer. We value your business and strive to keep our prices low to save you money. This is how we can support artists with our art, which is making exceptional paint.
Will you send me a promotional code and/or free product?
We strive to keep our regular prices affordable for all artists. However, we occasionally offer additional sales and promotional items which will be posted on our website and in our newsletter, and often on social media. To be notified of sales, promotions, and new products via email, you may subscribe here. To keep costs down so we can pass any savings along to customers, we do not generally give free products to consumers. However, we do offer various sample sets at our website so you can try Da Vinci paints very affordably.
How do I find a certain product on your website?
To find specific products or categories, use the navigation menus located at the top, bottom, and sides of our website, or type a keyword into the search box located at the top, upper right corner of our site. If you have any trouble locating a product or have questions about our products, feel free to contact us for assistance.
Do you make all of your paints in the USA?
Yes, Da Vinci Paints artist oils, watercolors, acrylics, and gouache (in other words, every paint that we make) are all handcrafted and packaged in our small headquarters in southern California. We are a third-generation, family-owned business who is very proud to do what we do. You can read more of our story here.
Can I visit Da Vinci Paints in California?
We would be honored to meet you, but we are a small company with very limited staff to handle guests. However, we are occasionally open to visitors and customers by appointment only. Please contact us to inquire about possible dates and times.
For additional information, please refer to Da Vinci Paint Company's Terms & Conditions.