FAQs
Quick answers about shipping, tracking and your order. Can't find what you need? We're here to help.
Can I change my shipping address after ordering?
Yes, if you’re quick. Email us at info@artmaate.com within 6 hours of placing your order and we’ll update it.
After 24 hours your order may already be on its way, so changes can’t be guaranteed. If our system flags an address issue, we’ll email you within 3 business days. Please reply within 24 hours, or the order may be cancelled.
Will I get a tracking number?
Yes, every order ships with a tracking number, sent to your email as soon as it leaves us. It can take 1–4 business days to start updating.
How do I track my order?
Use the tracking link in your shipping confirmation email, or enter your details on our Track Order page. If tracking hasn’t moved in a while, don’t worry: some carriers update late, but your parcel is still on its way.
If it hasn’t arrived by the estimated delivery date, contact us.
My package says “delivered” but I can’t find it. What should I do?
First, check your shipping address, nearby spots (porch, mailbox, parcel locker), and ask neighbors or reception. Carriers sometimes mark parcels as delivered a day early, so give it 1–2 days. Still nothing? Contact the carrier with your tracking number, then email us at info@artmaate.com and we’ll help follow up.
Can my parcel be redirected to a different address?
Once your order has shipped, we can’t change the address. You may still be able to redirect it through the local carrier using your tracking number.
What if my package is lost or stolen?
Email us at info@artmaate.com with your order number and we’ll contact the courier on your behalf. Once a parcel is handed to the courier, it’s outside our control, but if it can’t be found we may offer a replacement depending on the situation. We also recommend filing a claim with the courier directly.
What if items are missing from my package?
Email us at info@artmaate.com within 48 hours of delivery with your order number and what’s missing. Some orders ship in separate packages, so check your email for a second tracking number first. If something is truly missing, we’ll send it at no cost or refund it to your original payment method.
My kit arrived damaged or I received the wrong item. What now?
Check your order when it arrives, and email info@artmaate.com right away with your order number and a photo. We’ll review it and make it righ
How much is shipping and how long does it take?
Shipping is a flat $4.95 worldwide. Every palette is hand-filled and left to dry, so orders take 3–5 business days to prepare. Delivery then takes about 10–12 business days to the US, Canada, Australia and New Zealand. Customs can add a few days in some countries.
Why does my order take a few days to ship?
Each palette is filled with paint by hand and needs time to dry properly before it’s packed. That’s what stops the colors from cracking or smudging on the way to you. It takes 3–5 business days, then your order ships with tracking.
What’s your return policy?
You have 30 days after delivery to request a return. Items should be unused and in their original packaging, with proof of purchase. Email info@artmaate.com to start a return. Once it’s approved, the refund goes back to your original payment method within 10 business days. EU customers can also cancel or return within 14 days for any reason.
Can I exchange a kit for a different one?
The fastest way is to return the item you have and place a new order for the one you want once your return is accepted.