Frequently Asked Questions

Here's some questions we get asked a lot (like, a lot a lot) and their answers!

How can we help?

FAQ

Business

Where are you located?

We are owned and operated in the USA! All of our products ship from Fort Worth, Texas!

Who are you?

While there's some more information about this on our about us page the short answer is we're a small family business comprised of Michael, his wife Amy, and their friend Adrian!

Product

How Do I Get Started?

Really, any of our diamond painting kits are a great way to get started, because they come with everything you need!

What we recommend to start with is a smaller sized diamond painting, so you can make sure it's something you enjoy and that you don't bite off more than you can chew. Some diamond paintings take weeks!

Drills? 5D? What do these words mean???

We actually have a convenient glossary for those who are having a bit of trouble with all the terminology surrounding diamond painting over in our craftibly blog!

What kind of glue do you use?

Inferior diamond paintings use double-sided sticky paper for glue. We don’t. Poured adhesive means better adhesion and no rivers!

What is your printing quality like?

We use high definition printing! Better color and easy-to-read symbols means more time crafting your diamond painting and less time deciphering a garbled mess.

However, rather than taking our word for it, we highly recommend watching a few of the many videos that our wonderful customers have uploaded to Youtube of our diamond paintings!

What canvas material do you use?

Our Eco-Blend, Soft-Back, thicker premium canvas lays flat and resists wrinkles. It’s pre coated with a shimmering paint so it sparkles even before you apply drills!

What kind of drills do you use?

Our MaxLuster 5D Resin Diamond Drills have almost twice as many facets as regular diamond drills. This means 80% more shimmer and shine!

Shipping, Returns & Exchanges

Do you have free shipping?

We currently offer free shipping to the continental US for orders over $100
We are unable to offer this for Hawaii, Puerto Rico, or Alaska. We’re sorry but shipping diamond paintings to you folks is really expensive!

What is the shipping policy?

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.

Do you ship overseas? (IMPORTANT INFO HERE)

The short answer is yes. Please be aware that all international orders will be subject to customs/duties/fees/taxes etc. and you will be responsible for them. We do not receive any of those charges and will not pay for any of them.
Seriously, these charges will happen.
If you have any questions please visit our blog post at https://craftibly.com/blogs/store-news/january-international-shipping-update-read-this where we go into far more detail regarding this decision and what it means, and why these charges will occur, even though you may not be billed these charges when you order from another company.

We cannot ship to these countries right now
Central African Republic – CF
Comoros
Cuba
Equatorial Guinea – GQ
Falklands
Guinea Bissau – GW
Iran – IR
Johnston Island
Kiribati
Korea, North (North Korea)
Mayotte Island
Myanmar – MM
Nauru
Niue
Saint Pierre Et Miquelon
Sao Tome & Principe
Sierra Leone – SL
Solomon Islands
Somalia – SO
St. Helena (S. Atlantic)
Sudan – SD
Syria – SY
Tajikistan
Tokelau Islands
Turkmenistan, Republic Of – TM
Tuvalu
Wake Islands

How quickly do orders ship?

Orders for in stock products (not pre-orders!) placed during the week typically ship within a few business days. Many orders may be completed the same day as they are placed and are dropped off with a carrier the next morning. My wife and I usually work together on the orders in the evenings so orders placed by 6pm normally get filled that day. Unless we aren’t able to work that night and it will be delayed until the next evening.

Orders completed late friday or over the weekend won’t get to the carrier until Monday.
Sunday orders are normally filled Monday night.

Your order for in stock product should never take more than a few days to be completed unless we are shipping out a batch of newly received pre-orders (it’s a lot to ship out at once!) If it has been longer you are welcome to contact us.

How do I change my shipping address?

If you need to change your shipping address, contact us by phone at +1 (817) 678-8181 immediately so that we can change your shipping address, as we do tend to ship products quite quickly. In the event that you places your order late in the day and we are not available by phone, leave us a voicemail and contact us at info@craftibly.com so we can make sure we get notice as soon as possible!

What is your return policy?

While all returns are handled on a case by case basis, we do have some general guidelines for when and how you can return a product.

Pre-orders: You can cancel a pre-order at any time prior to us having shipped it.

30 Day Happiness Guarantee: We have a 30 day guarantee on all products. If you aren’t happy with your product for any reason within 30 days, let us know and we will, refund, exchange, or replace your item depending on the condition of the item and reason for the return.

Unopened Product returns/exchanges: If you have a product purchased from us that has not been opened or used in any way you have 60 days from the date of purchase to return the item for a refund or an exchange of equal or lesser value. You are responsible for shipping the item back to us, and we will refund the entire initial purchase including your original shipping cost. If we are issuing an exchange we will cover the shipping of the new item you are exchanging your original purchase for.

Get in touch

Have questions about your order, or a general enquiry?