Question 1

How long does shipping take?

Accepted Answer

Most physical kit orders ship within 2-3 business days. After shipment, delivery usually takes 3-5 business days in the US, for a total estimate of 5-8 business days from purchase. Wholesale orders may take longer depending on carton quantity.

Question 2

Do you ship internationally?

Accepted Answer

Physical kits currently ship within the United States only. International customers can still download free print-at-home design files.

Question 3

How much does shipping cost?

Accepted Answer

Shipping is free for physical kit orders within the United States.

Question 4

Can I track my order?

Accepted Answer

Yes! You'll receive a tracking number via email once your order ships. You can use this to track your package on the carrier's website.

Question 5

When will my order ship?

Accepted Answer

Most custom kit orders ship within 2-3 business days. Wholesale orders show an estimated ship-by date during checkout and on the order-status page.

Question 6

Where do you ship from?

Accepted Answer

We ship from Columbus, Ohio. Most physical kit orders arrive within 5-8 business days from purchase.

Question 7

How do I get my free design files?

Accepted Answer

After you create a custom design, choose the free PDF option and enter your email. For ready-made printables, open a design from the Printables gallery and choose "Get free printable." The files usually arrive by email within a few minutes.

Question 8

What's included in the free download?

Accepted Answer

You'll receive a printable numbered canvas PDF, a preview image showing the finished design, and a color guide with the paint colors you'll need.

Question 9

I didn't receive my download email

Accepted Answer

Check your spam/junk folder first. If it's not there, contact us at support@pbnify.com with your email address and we'll resend it immediately.

Question 10

Can I download my design again?

Accepted Answer

Yes. Use the link in your email or visit pbnify.com/my-designs from the same browser to reopen recent designs. To keep the free service available, new free download requests are limited per email address over a rolling window.

Question 11

What size should I print the digital design?

Accepted Answer

Free downloads are made for your local paper size, usually Letter in the US or A4 outside the US. Print the PDF at 100% scale or actual size.

Question 12

Can I see my design before buying?

Accepted Answer

Yes! After processing, you'll see an interactive before/after comparison slider showing your original photo and the paint-by-numbers design. You can approve the design or go back to adjust your crop and try again.

Question 13

Can I access my previous designs?

Accepted Answer

Yes. Visit pbnify.com/my-designs to see recent designs saved in your browser. From there you can reopen a design, access files you've already requested, make another version, or start fresh.

Question 14

Can I edit my design?

Accepted Answer

Yes! After your design is created, you can go back, adjust your crop, and generate a new version before deciding whether to download or purchase. If you've already placed an order, contact us right away through our support page and we'll do our best to make changes before it ships.

Question 15

Why is my photo cropped differently than the original?

Accepted Answer

Your design needs to fit a specific shape — the 12" × 15" canvas for kits, or your local paper size (Letter or A4) for free digital prints. If your photo is a different aspect ratio, it will be cropped to fit. After processing, you can choose between framing options like "Full," "Smart Crop," or "Portrait" to pick the version you prefer.

Question 16

I selected "More Detail" but my free download looks simpler

Accepted Answer

Your free download is built for home printing, and letter-size paper can only fit so many regions before they become too small to use. We'd love to include the detailed version, but it simply doesn't work at that print size.

Question 17

What are PBNify printables?

Accepted Answer

Printables are ready-made paint-by-number designs you can download as free PDFs. Many printable designs can also be ordered as complete kits with canvas, paints, and brushes.

Question 18

Can I order a kit from a printable design?

Accepted Answer

Yes, if the design page shows a kit option. You can download the free printable or order the same design as a complete physical kit.

Question 19

Can international customers use PBNify?

Accepted Answer

Yes. Physical kits currently ship within the United States only, but international customers can still download free print-at-home design files.

Question 20

Why does my free download look simpler than the kit preview?

Accepted Answer

Free downloads are made for home printing, and small paper sizes need larger, easier-to-use regions. A larger physical canvas can support a different level of detail than a print-at-home PDF.

Question 21

What's included in a paint by numbers kit?

Accepted Answer

Each kit includes a printed numbered canvas, acrylic paints matched to the design, brushes, and a reference image or guide. Custom kits, printable-design kits, and wholesale kits all use the design chosen for that order.

Question 22

What canvas size is available?

Accepted Answer

Physical kits currently use a 12" x 15" canvas, including custom kits, printable-design kits, and wholesale kits. Free downloads are made for home-printer paper size.

Question 23

Are the paints safe?

Accepted Answer

Yes! We use high-quality, non-toxic acrylic paints that are safe for all ages. They're water-based, odorless, and easy to clean up.

Question 24

How many paint colors come with each kit?

Accepted Answer

Your kit includes up to 60 colors, customized based on your photo. Each paint pot is numbered to match the canvas.

Question 25

Do I need to buy anything else?

Accepted Answer

Nope! Everything you need is included. You might want a cup of water for cleaning brushes and paper towels, but that's it!

Question 26

What is the background removal feature?

Accepted Answer

When creating your design, you can toggle "Remove BG" to isolate your subject from the background. This works great for photos where you want to focus on a person, pet, or object without distracting backgrounds. The background removal happens automatically during processing.

Question 27

How does wholesale ordering work?

Accepted Answer

Upload an image, review the generated design, then choose how many cartons to order. You review the design before checkout.

Question 28

What is the minimum wholesale order?

Accepted Answer

The minimum wholesale order is one carton. Each carton contains 8 complete kits, and the launch price is $200 per carton.

Question 29

What comes in a wholesale carton?

Accepted Answer

Each carton contains complete paint-by-number kits made from the approved design. Each kit includes the printed canvas, matched paints, and brushes.

Question 30

Can I resell wholesale kits?

Accepted Answer

Yes. Wholesale buyers may resell or distribute the physical kits purchased in a completed wholesale order. You must own or have permission to use the image commercially. Digital files, templates, previews, and other non-physical outputs may not be resold unless we agree in writing.

Question 31

What kind of image should I upload for wholesale?

Accepted Answer

Use a clear image that you own or have permission to use commercially. Product photos, artwork, portraits, landmarks, and simple compositions usually work better than very busy scenes.

Question 32

Can I order more than one wholesale design?

Accepted Answer

Yes. Each wholesale design is ordered separately so the canvas and paint set stay matched to that image. You can add another wholesale kit from the cart.

Question 33

How long do wholesale orders take?

Accepted Answer

Wholesale orders show an estimated ship-by date at checkout and on the order-status page. Larger carton quantities can take longer to prepare than a single custom kit.

Question 34

Where can I check my order status?

Accepted Answer

Use the order-status link from your confirmation email. It shows your order reference, status, shipping details, tracking, and available download links.

Question 35

Will I get tracking information?

Accepted Answer

Yes. When your order ships, we email tracking information. Orders with multiple packages may show more than one tracking number on the order-status page.

Question 36

Can I download files after buying a kit?

Accepted Answer

If files are available for your completed design, the order-status page may show download links for the canvas PDF and color guide.

Question 37

Can I buy more than one kit at once?

Accepted Answer

Yes. You can add multiple designs or quantities to your cart before checkout. Wholesale items are added by carton.

Question 38

What order should I paint the numbers?

Accepted Answer

Start with lighter colors first and work toward darker shades. This prevents darker colors from accidentally mixing with lighter ones.

Question 39

How do I prevent paint from drying out?

Accepted Answer

Always close paint pots tightly after use. If paint thickens, add 1-2 drops of water and stir gently. Never leave pots open while painting.

Question 40

Should I use water with the paints?

Accepted Answer

A tiny bit! Dip your brush in paint, then just the tip in water. This creates perfect consistency without making paint too thin.

Question 41

How do I paint tiny spaces?

Accepted Answer

Use the fine brush and hold it vertically, using just the tip. Take your time - precision is more important than speed!

Question 42

What if I make a mistake?

Accepted Answer

No worries! If wet, quickly wipe with a damp cloth. If dry, wait for it to fully dry, then paint over with the correct color.

Question 43

How does My Designs work?

Accepted Answer

My Designs shows recent designs saved in your browser. It is useful for reopening designs you created on the same device and browser.

Question 44

Why don't I see my old design in My Designs?

Accepted Answer

My Designs depends on the browser where the design was created. If you use a different device, clear browser data, or use private browsing, older designs may not appear. If you received the files by email, use that email link or contact support.

Question 45

What payment methods do you accept?

Accepted Answer

We accept all major credit cards (Visa, Mastercard, American Express, Discover) and debit cards through our secure Stripe checkout.

Question 46

Is my payment information secure?

Accepted Answer

Checkout is handled securely through Stripe. We do not store your card details.

Question 47

Do you offer payment plans?

Accepted Answer

We currently use one-time checkout payments. If supported by your device or card provider, express checkout options may appear during checkout.

Question 48

Do you accept Apple Pay or Google Pay?

Accepted Answer

Yes! Our checkout is powered by Stripe, which supports Apple Pay, Google Pay, and Link for faster checkout on supported devices, in addition to all major credit and debit cards.

Question 49

When will I be charged?

Accepted Answer

Your card is charged immediately when you complete your order. You'll receive an email receipt right away.

Question 50

How do I contact customer support?

Accepted Answer

Email us at support@pbnify.com! We respond to all inquiries within 1 business day.

Question 51

What are your support hours?

Accepted Answer

Email us anytime at support@pbnify.com. We respond to support messages within 1 business day.

Question 52

Can I cancel or change my order?

Accepted Answer

Email support@pbnify.com as soon as possible with your order reference. Orders are custom-made, so changes are easiest before production or shipment begins.

Question 53

Do you have a phone number?

Accepted Answer

We provide support via email only at support@pbnify.com. This helps us give you detailed, thoughtful responses with order information.

Question 54

How do I report a problem with my order?

Accepted Answer

Email support@pbnify.com with your order reference and photos of any issues. We'll make it right!

Question 55

What is your return and refund policy?

Accepted Answer

Free downloads are provided as-is. Physical kits are custom-made, so we usually cannot accept returns for preference-based reasons after production or shipment. If something is wrong with your order, contact us and we'll work with you on a replacement, reprint, or refund.

Question 56

Where can I find your terms and privacy policy?

Accepted Answer

You can find our Terms of Service at pbnify.com/terms and our Privacy Policy at pbnify.com/privacy. These documents explain how we handle your data and the terms of using our service.

Question 57

Why can't I return my paint kit?

Accepted Answer

Each custom kit is made for the specific photo or design in your order. Because it cannot be restocked as a normal item, returns are limited, but we will help if something arrives damaged, missing, or incorrect.

Question 58

What happened to the old PBNify?

Accepted Answer

The original PBNify is still available! You can access it anytime at legacy.pbnify.com.

Question 59

Can I use my design for commercial purposes or to sell?

Accepted Answer

Free downloads, previews, templates, and standard custom designs are for personal use only and may not be resold or redistributed. Wholesale buyers may resell or distribute the physical kits they purchase through a completed wholesale order, as long as they have the rights and permissions for the uploaded image. See pbnify.com/terms#wholesale-terms for the full wholesale terms.

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