Paint by Canvas Avis 

Ordered Dec 1st. and still have not received it. Now checked with the tracking and this is what USPS said: " The package associated with this tracking number was found to bear counterfeit postage and is now considered Postal Service property under USPS regulations and will not be delivered. You are encouraged to contact the sender/merchant and/or your credit card company, as applicable, to seek a refund or other available recourse." SCAM!

Now it is 1.7.26. Nothing. Nil. All I can say beware. It may not be a much money but it is the principle of the matter. No response from "Nil" for a refund.

Now it is 1.28.26: 2 months from my last shipment and it has never arrived. Tried sending me a new shipment and its now 20 days late. It doesn't make sense unless this is a scam. I am glad I contacted my bank because I will fight to get my money back.

I'm a bit unhappy and looking for reassurnace. I am concerned that the Christmas present I ordered advertised to be arriving in time for Christmas... on the 12th December 2025 - now 17 days ago has still not arrived as it on the tracker "In Transit" since the 23rd...   (I've waited until today to post this as the small print on the website says could be up to 16 days in busy seasons) I have emailed to see if this will be coming before NYE? I'm hoping for a refund please as I have had to purchase another present and I have not had any correspondence keeping myself updated on the delay...  I hope this isnt a scam website.      I have left a review on Trustpilot due to the concern this could be a scam I would like some reassurance please. 
Can you confirm if it will be coming before the end of the year or are you wishing to confirm a refund? Order #30918 ZC00139474620. DetailsThank you!Laurence Baker 

I was worried at first, being my first canvas order, but then I realized it is the Christmas season. I received my package a few days later. Package was well packed and secured against damage.
I am very impressed and already looking for another photo to paint.
Niila and 'Paint by Canvas' got me hooked, now I am a repeat customer.

DO NOT USE THIS COMPANY. They are either a scam or so indifferent to their customers that they are unrepentant about lying to them.

We ordered one of their kits because they promised delivery in time for Christmas, so long as you put your order in by a date early in December, the 4th, I think. The long lead time should have sounded warning bells, but we were too optimistic. The kit finally arrived this morning, the 29th!

We complained to the company after Christmas and had a blithe and infuriating email back, saying that orders could not be cancelled or refunded but never mind because they were 'sure we'd love it when it arrives'. Well no, we do not love the trouble and expense we will now have to go to in order for the present to reach its recipient.

There was no attempt to address our complaint, or acknowledge the shoddy performance of this company.

The kit has of course travelled from China, extremely slowly and it seems the company has no control whatsoever over the delivery process. It would have had ample opportunity to warn me of its late arrival but obviously it suits them very well to be 'unable' to cancel an order because of their own failures.

I will now review this company on every media platform I can find to warn other customers not to make the same mistake we did.

Having received a reply from the company, below, I just want to reiterate that we did NOT get any communication from them to let us know our order would be late. We checked.

Placed an order on the 6th of December 25, On the 7th December I got an email saying that all my items had been shipped (WOW that’s a fast turnaround).
On the 16th December I was concerned that the tracking provided was still awaiting instructions from paint by canvas and not showing that it had been shipped like they had told me it had.I emailed my concerns to various email addresses provided but got no reply from any of them so left a message on Facebook and was told to email them direct something that I’d already stated that I’d done.
I managed to find an email for Niila and she told me my parcel was still on track.
On 20th December my parcel showed up on the tracking as being in transit.
On 24th December the tracking was still showing as being in transit so I emailed Niila as to how disappointed I was for not receiving my parcel in time for Christmas.
I also left a polite message on Facebook and was promptly blocked from their site.
On the 26th December I got a message from Niila saying that they were looking into why I still hadn’t received my parcel and would get back to me as soon as possible with some information as to where it was.
29th December and Iv still not heard anything about my Parcel, The Tracking number is still saying it’s in transit and not out for delivery yet.
I’m very disappointed with this company if they had been honest and told me that my parcel had been delayed and there was a chance I might not receive this package for Christmas (OR RECEIVE IT AT ALL)I could have made other arrangements for the person I was buying this item for, instead they got an IOU For their present (VERY EMBARRASSING).
At this point in time I would recommend that people
Avoid this company as I still haven’t received my parcel or know of its whereabouts, The tracking provided is totally useless as you can’t contact them directly as you don’t know who is delivering your parcel.
Should I receive my parcel in the next few days weeks years I will update my review and either state it has still not arrived or give an honest opinion of the product itself .
Please Please Please Painting by Canvas don’t leave any excuses on this post you’ve had every chance to put this right but have chose not to I don’t want an apology or a discount for my next purchase as I won’t be using you again regardless.

Niila is an excellent and professional business woman with an excellent product. My dad loved to do paint by numbers and to have a picture that means something to him was the best Christmas gift. There was an issue with delivery. Niila kept me 100% informed and gave a discount for a future order even though this was beyond her control. Great customer service. Thank you.

Niila is an exemplary entrepreneur. The delivery was a little late due to a huge backlog of orders and he emailed to apologise about the delay.

There was no need to apologise but the fact he cared about the customer experience over anything shows his ethics are in the right place.

Would definitely recommend to friends.

Support small businesses

If I could give a negative star review for this business I would. I ordered 2 Custom, 48 color kits on December 4 as Christmas gifts for out of town guest who would be staying in my home. I received a “thanks for the order” email from the owner, Nila, but there wasn’t an order number or receipt. A few days before Christmas I received what I prefer to call the “screw you” email letting me, and many others, know we probably won’t get our order for Christmas and they accept they failed everyone (unless you paid for express shipping), but they promise you will eventually get your order. The email goes on to say that they understand you may never trust them again, but if you do they will give you 35% off of a new order.
I think if they were really sincere, they would have issued a partial refund.

To add insult to injury, they have sent out marketing emails trying to upsell your unfulfilled order by buying sprays and sealers.

What really was the kicker for me is when I looked at their Instagram page and they had a post about all their angry customers but how one of them sent a message saying people shouldn’t get upset about their failure and should instead remember the reason for the season. Personally, I found that a little offensive by trying to make it seem as all the people who have been put in a very disappointing and awkward position by not having the gifts they paid for should feel a sense of shame for not remembering that Christmas isn’t about gifts. I left a comment saying as much on their Instagram and explained those kits were gifts for out of town guest who wouldn’t be able to stay and wait for them as they had to leave for home. I also stated they failed to answer several email inquiries or provide me with an order number. They blocked me. None of their post have comments - no doubt they have been deleted and blocked too.

I wish I had read the reviews better because I would have seen this is something they do every Christmas - take money for orders with a total lack of concern if they ever fulfill their obligation in time. It’s like a money grab.
UPDATE:
My response to owners response:

As the saying goes, “Talk is cheap and actions speak louder than words” - especially when customer reviews show the same thing happened last Christmas 2024. If the owner, Nila, of Paint By Canvas, is genuinely remorseful by this epic failure, the least she could do, (and be more than willing to do), is to compensate me the extra $20-$30 in shipping charges I will incur by having to ship the two kits I ordered from VA to Savannah, GA and Washington, DC now that the recipients have left and gone home and it is now 11pm, 12/28 and I’m still waiting on my purchases that were not even received by the carrier until after 6pm on 12/22 - a full 18 days after I placed my order! 🤯I will be happy to provide dated USPS receipts as proof of the extra expense her business has caused me. That would certainly be a sincere and ethical effort towards making things right rather just telling all the people who have complained “sorry.” 😉 Another reviewer researched this company and found the orders ship from China, which makes Paint By Canvas just a middleman company, and would also explain the extreme delays. Nila says she believes in transparency. With that in mind, perhaps she should tell customers there may be extreme delays on their orders because they are shipping from China. This is also likely the reason they don’t sell on Amazon, because Amazon would not allow this type of thing from their sellers as it would degrade their reputation.

I’ve ordered from other hobby sites before, and none have matched the customer service and speed I’ve had here. Niila has been incredible. I’ve had to reach out a couple of times, and every time it’s been him helping me. After five orders (don’t judge), I actually went and signed up for the loyalty program.

I was so excited to find this for my husband for Christmas! He loved it! My whole family thought it was the coolest gift!
There was a little hiccup in shipping but contacted company, they investigated and they made sure it was addressed! It came in time for Christmas! What a fun gift!

Terrible. 19 days and counting. No order. The vaguest tracking system ever. At least if they gave me tracking via fedex, ups, etc., I would be able to see where it even is! Instead it says absolutely nothing which is beginning to make me wonder if it is even shipped or coming? I guess I will be calling my credit card company after Christmas if Ive been scammed and ripped off.
And 35% off next time as an “apology” doesn't cut it. Like someone said previously, make it right and express ship it to people. There will not be a next time! I never got the first time!

Well, I can’t comment on the item yet because it hasn’t arrived!!!! I purchased it as a Christmas gift, and when I ordered, it stated it would arrive before Christmas. Here it is Christmas Eve, still has not arrived, so I had to run out and purchase a last-minute gift for the recipient. I am not pleased! When I reached out, they noted that I hadn’t selected express shipping so therefore there was nothing they could do. I responded that had it not indicated it would be here in time for Christmas, I would have selected express shipping, even though I did not see that as an option. Totally useless customer service.

Great product and service. I've just received my 3rd painting. Love to spend relaxing time painting these. Had a problem with one dried paint on one of them; got immediated response to make good although shipping took awhile. Friends and family are blown away by the ones I've painted.

***** Beware of this company***** Check out other companies offering similar paint-by-number products. This company will do nothing but frustrate you and test your patience. Excuse after excuse. You’ll likely not get your product as promised. I see they are gaslighting people on Instagram and have now deleted all negative comments from hundreds of disgruntled customers, allowing only positive comments to be posted. I’m still waiting for my Christmas order to arrive and it’s December 23rd. It looks like I am among many who have been duped by this Company. I would encourage everyone to file a dispute with your credit card company to get a full refund. I intend to do this if my order does not arrive by Christmas. We need to hold this greedy, unethical company accountable.

So, I just heard back from Trustpilot and learned that PaintbyCanvas tried to get my review taken down. Fortunately, with no success. Trustpilot decided to publish my review. We can always trust Trustpilot. So typical of this PaintbyCanvas to try and hide any negative reviews.. I also did some digging and found out that everything is manufactured and sent from China. This product is not created in the USA. Customers are at the mercy of China. I also dug up horrible reviews concerning the same delays from at least a year ago, proving that their excuses are just that, excuses. Apparently they use the cheapest way possible to ship from China, causing huge delays. Beware folks!

Update… So it’s several days past Christmas and no delivery or word from this Company. They have also blocked me from their social media accounts. This is what they do if you leave any kind of negative comment. Check out their IG account.. Notice that the post comments are zero yet they appear to have several likes. Especially odd that you don’t see one negative comment yet Trustpilot is filled with disgruntled customers. Test this for yourselves. Write a negative comment and you’ll find yourself blocked. Unethical and hardly transparent. I’ve opened an investigation/ dispute with my credit card company. Next. I’ll be working on filing with the BBB. Look for another update soon.

Important Update***
Good luck locating this company in the USA. They have no store front and the address they list in DE is a paper address only. It’s a business service address. Thousands of companies operating from overseas use this location as their official mailing address, even if their official owners live elsewhere. Shame on Niila for acting like this is an American based business/manufacturer with a proper American business address. This is a company with all goods manufactured and serviced in China. Is Niila living/working in China?
Still waiting for my order. No response from this company, however they still have time to block every negative social media post. Very telling.

Ordered canvas on Dec 1st, still not received & not replied to my email & no notification it will be delayed. Christmas gift for my autistic son as he loves painting and no confidence I will receive it, let alone on time. If there are delays the basic courtesy is to notify your customers patiently waiting on their deliveries? Very disappointing

The canvas and paints are great quality. I'm not exactly a regular painter (not an artist at all), but whenever I want to treat myself, I go with Paint by Canvas.

Even though its a busy time of year, my canvas was received within the estimated time. It's excellent quality and I've just started painting it. Would definitely recommend this company, and am looking forward to making my next purchase.

Ditto on the previous 1 star posters. Isn’t it fascinating that they have time to reply to negative reviews in a timely manner, but not respond to our emails? How many Christmas’s have to be spoiled before you step up and fix the problem? You should be overnighting our gifts and eating the costs. You have time. Make it right.

Do not buy from these people as they will make excuses about deliveries and delays. I ordered my item on the 2nd of December and it still hasn’t arrived.

They have failed their obligations and going through the process of claiming my money back.

Someone special isn’t getting their present this year because of them.

Like many of the other customers I am still waiting on delivery of my item. In summary; poor experience, no communication, me constantly chasing with little indication of when I will receive my item, unanswered emails….it goes on. I ordered my canvas over 20 days ago and it’s highly unlikely it will be here for Christmas. If I had of know this I would have gone with another company!! It’s now too late to order a replacement, I did indicate the urgency of the order but no accountability or apology. They are quick to take your money and once they have it it’s radio silence! I would not recommend this company!!

I felt compelled to edit my review in response to the below reply from the company. I’d like to reiterate at NO POINT was I informed of a delay to my order. To insist that I was is a complete fabrication of events and only further adds to my frustration with this company. They have commented on my review within two hours, yet are unable to answer my emails which are days old!!