This page explains how Painted Heirloom ships orders, how to track a package, what to do if something is delayed or damaged, and how returns and exchanges are handled.
Updated 12/17/2025Paint and creative supplies can be heavy, bulky, fragile, or oversized. Shipping costs can add up quickly, especially with paint, moulds, transfers, and other specialty products.
My commitment is simple: I do not try to make money on shipping. I do my best to keep shipping costs as low as possible and will continue adjusting options whenever I can pass savings on to you.
Orders are usually fulfilled quickly, often the same day when possible. Once your order is processed for shipment, you will receive tracking information by email or text.
If your order is placed before late morning on a weekday, there is a good chance it may ship the same day. Orders placed later in the day will typically ship the following business day.
I always do my best to carefully pack and ship your order within 24 hours of order placement, excluding weekends, holidays, carrier delays, severe weather, or circumstances outside my control.
You should receive an email or text when you place your order and another notification when your order ships.
If you do not see those messages, please check your spam, promotions, or social folder for messages from The Painted Heirloom.
Some email providers may block or filter Shopify emails. If you do not see your order or shipping email, please check your spam, junk, promotions, or social folders.
Every shipment from Painted Heirloom includes either a USPS tracking number or a UPS tracking number. You can click the tracking number in your shipping email, or copy and paste it into the carrier’s tracking page.
Shipping time estimates shown at checkout are estimates only. Unless a guaranteed express service is used, delivery times are not guaranteed by USPS, UPS, or Painted Heirloom. “Days” generally means business days and does not include weekends.
Once the package is accepted by USPS or UPS, it is in the carrier’s possession and I cannot speed it up from my side.
Painted Heirloom currently ships through USPS and UPS. FedEx is not currently offered.
Lightweight orders may qualify for an economical USPS shipping option during checkout.
Heavier orders may ship by USPS Priority Mail or another economical USPS option.
Expedited shipping is not regularly offered at checkout, but may be considered on a case-by-case basis. Please use the Contact Form and include your name, email address, and phone number for faster communication.
Eligible domestic U.S. orders may qualify for flat-rate or free shipping based on the order total.
Flat-rate domestic U.S. shipping.
Flat-rate domestic U.S. shipping.
Domestic U.S. shipping.
Due to DIY Paint Co. retailer agreements, DIY Paint Co. products cannot be included with product discounts, rewards discounts, or discounted/free shipping promotions.
Flat-rate or free shipping orders will ship by the most economical available method, usually USPS or UPS Ground. If you choose to upgrade shipping, you may forfeit the promotional flat-rate or free shipping option.
International orders are processed so that VAT, duties, and local taxes are prepaid whenever applicable. This helps avoid surprise fees at delivery.
For international purchases, Global-e may act as the merchant of record. A merchant of record is the legal entity responsible for selling products to the customer and complying with local laws and regulations in the customer’s region.
If you are billed for additional fees, tariffs, or taxes at delivery, please contact me immediately.
Painted Heirloom cannot be responsible for stolen packages after a carrier scans the package as delivered.
If your package is marked delivered but you cannot find it, please check with neighbors, your household, your mail carrier, your local post office, or any secure package location at your address.
You may email me for a copy of the shipping label. The post office can sometimes verify where the carrier was when the package was scanned delivered.
If it has been two weeks since your order shipped and it has not been delivered, please contact me so I can help work toward a resolution.
Returns and exchanges are accepted only for unopened, unused products, unless the item was damaged in shipping or you received a defective item.
The 4% restocking fee helps cover unavoidable processing and handling costs, including non-refundable payment processing fees, packing materials, shipping-label supplies, the time required to pack and process orders, and the time needed to receive, inspect, and restock returned items.
Returns are self-initiated through the Customer Account page.
Click the profile icon in the store menu, or go directly to account.paintedheirloom.com.
Enter your email address, then check your email for the six-digit verification code from the store. Return to the login page and enter the code.
Click Request return for the order you want to return. If the order has multiple items, select the items you want to return.
Select a return reason, add any helpful note, and click Request return.
If the return is approved and shipping is required, you will receive an email with shipping instructions and the return address. Please include your name and order number with the return.
If an item is damaged during return shipping, I may not be able to refund it. Please pack returns carefully, similar to how they were received. I strongly recommend comparing available return shipping options to help reduce return shipping costs.
If your order arrives damaged, I am truly sorry and will work with you to make it right.
Damages must be reported within 7 days of delivery.
Photos are required to help with carrier damage claims and to help prevent future shipping issues.
Depending on the damage or leak, there may be multiple possible solutions.
If an order is undeliverable, unclaimed, or refused and is returned to me, I will refund the order after it is received back, minus shipping costs.
If you received promotional free shipping or flat-rate shipping, the actual shipping cost paid by Painted Heirloom may be deducted from the refund. Shipping-cost receipts are available upon request.
Painted Heirloom is required to collect Florida sales tax on physical products purchased by and shipped to Florida residents.
Painted Heirloom occasionally reuses shipping boxes and packing materials when possible. This helps reduce waste and keep costs down.
Even when packaging is reused, your order is packed carefully to help protect it during transit.
If you have any questions about shipping, tracking, returns, damages, or anything else, please use the Contact Form.
Thank you for supporting Painted Heirloom. I know shipping and returns can be frustrating, and I do my best to keep policies fair while also protecting the products, the business, and my customers.
Sincerely,
Vonda