Frequently Asked Questions
How do I get started?
1. You can subscribe for yourself here or order a gift here.
2. Choose your subscription plan: month-to-month or 3-month prepaid.
3. Enter your billing and shipping information.
4. Create!
What will I receive?
Every month you'll receive a thematic selection of art supplies. Products can include paint, pens, pencils, brushes, markers, and more! Moreover, we have an unboxing and demo video for our Premier Pack on our YouTube channel.
Can I choose what I get in my box?
Where is your sense of adventure? Every box is a surprise! However, we welcome suggestions. Got something cool in mind? Send us an email: info@palettefulpacks.com
If a surprise isn't for you, we suggest looking at our past boxes in the Paletteful Packs Store.
When do I need to place my order?
All orders must be placed by the last day of the month. Order periods are as follows: Jan. 1-31 is the order period for the Feb. box, Feb. 1-28 is the order period for the March box, etc.
Subscription orders ship around the 1st of each month.
How is my order shipped?
If you are a wizard, boxes ship by owl, but for everyone else, boxes will ship USPS. I know... we wish owls delivered our mail too. Shipping is a flat rate of $3 for Petite Packs and $5 for Premier and Young Artist Packs. See international rates below.
Do you ship internationally?
Yes! Orders shipped to Canada have a flat rate of $5 for Petite Packs and $10 for Premier and Young Artist Packs. Any other international subscription orders are a flat rate of $10 for Petite Packs and $15 for Premier and Young Artist Packs. The shipping costs for special boxes or multiple boxes from the Paletteful Packs store will be calculated at checkout.
Canadian shipments ship through the United States Postal System and then the Canada Post after being processed by customs. Other international orders ship through Asendia and then with your local postal service after it has been processed by customs.
Watch for notifications from your local postal service if additional duties and taxes are due before delivery. Customs duties and import taxes will be applied by most countries above certain thresholds. We wish that this wasn't the case, but we also need to follow the rules for your respective country and fill out all customs forms properly. Any collection of customs fees goes to your government, not Paletteful Packs. Since we have no control over the customs authorities in your country, and fees vary from country to country, we recommend contacting your local customs office for more information about customs fees, duties, and taxes, and how to avoid them. Most countries allow up to a certain value of goods into the country without any additional duties and taxes.
In Canada, they will apply a national Goods and Services Tax (GST) on any item that's worth more than $20 Canadian (~$15 USD). In addition, some provinces apply an additional tax called HST.
When will my box ship?
Boxes will ship around the 1st of each month. Orders for past boxes or individual supplies from the Paletteful Packs Store will ship within 2-3 business days.
Can I track my box?
Yes. Once your box ships you will receive an email with a tracking number.
When will I be billed?
Month-to-Month Subscription: You will be charged the day you purchase your subscription and then again when your subscription renews on the 15th of every month. You will receive an email reminding you that your renewal is coming up.
Multi-Month Prepaid Subscription: You will be charged the day you purchase your subscription and then again on the 15th three months after your original subscription date. You will receive an email reminding you that your renewal is coming up.
Help! My box didn't arrive!
Oh no! Please contact us right away at info@palettefulpacks.com
What is your refund policy?
Subscription cancellations and refunds will only be provided if it is before the 20th of the month that the box is set to ship. After that point, boxes are beginning to be processed for shipping. Refunds cannot be issued after the box has shipped except in the event of delivery issues or damages. To request a refund, please contact us. Canceling a subscription does not automatically trigger a renewal.
How do I cancel my subscription?
We're sad to see you go! Please let us know if there is anyway we can improve. Cancellations can be made from your account page. See the topic on refunds above regarding refunds for canceled orders.
How do I update my credit card and/or address info?
You can update your credit card and address info at any time. Changes can be made to your credit card here or address here. Any address changes must be made by the 20th of the month to ensure your box arrives at the correct address. Shipping charges and box replacement costs may be incurred if the box needs to be reshipped.
If you want to update the credit card on file, login to your account and at the bottom you will see "Credit Cards." Click the green edit button and then edit the new card. You'll see a box you can mark that says "If selected, all subscriptions will be updated to use the new payment method." Mark that box. Click the save button.