Question 1

How soon will my order arrive?

Accepted Answer

Our supplies are hand-assembled in our shop and we do our best to ship orders within 2-3 business days. Regardless of the shipping method you selected, orders will still take 2-3 business days to leave our shop. We ship via USPS, UPS, FedEx, or DHL, and orders typically arrive within a week in the United States, if not sooner. International orders typically take 1-2 weeks to arrive, but on occasion take up to a month if they are held up in customs.When you place your order, you will receive an order confirmation email. As soon as your order has shipped, we'll send you shipping confirmation including a link to the tracking page for your package. We are happy to offer shipping quotes for carriers other than the USPS, or for expedited shipping. Please contact us if you have any questions.Quoted shipping times are estimates, and are often longer due to carrier delays.

Question 2

Do you ship internationally?

Accepted Answer

Yes! International shipments are mailed via USPS First Class International, UPS or DHL, and typically take 1-2 weeks to arrive, but can take up to a month if they are held up in customs.

Question 3

Will I have to pay duties/customs fees?

Accepted Answer

If you live outside of the U.S., your order will likely be subject to import duties imposed by your country. To avoid surprises, these duties and taxes are added at checkout. You will be responsible for paying any assessed customs fees upon receipt. Laws vary by country.If you live near one of our international retailers, you might be able to save on shipping and fees if they have what you are seeking in stock.Important: if your order is not delivered to you because you refuse to pay customs fees, you will not be eligible for a refund.

Question 4

Do you offer local pickup?

Accepted Answer

We do! If you live nearby, you should see an option at checkout for local pickup. When your order is ready for pickup at our warehouse location, we will notify you via email. If you prefer to pick up your order from our Retail Shop, please email us and we will arrange for your order to be ready for pickup at that location.

Question 5

My order tracking page shows the package as delivered but it is not here!

Accepted Answer

If your order tracking page shows your package as delivered, but you have not received it, please contact your local post office to find out if your package is awaiting pickup, or will be redelivered. In addition, you can print out a copy of the tracking page and leave a note in your mailbox for your local carrier stating that you haven't received your order and ask them to deliver it to you. They may have delivered it to the wrong address and know the whereabouts. Packages do not usually stay lost!

Question 6

What can I do if my order was damaged in shipment?

Accepted Answer

We aim to pack every order to not only survive shipping across the world, but to be a treat to open when you receive your package! If your order was damaged in shipment, please contact us to arrange a replacement.

Question 7

Do you offer discounts or sales?

Accepted Answer

We sure do! The best way to be in the know about discounts or sales is to subscribe to our weekly newsletter, and follow us on social media.

Question 8

What if I missed a sale or discount code?

Accepted Answer

Did you receive an announcement about a special sale or discount code after you recently made a purchase? We are happy to retroactively apply discounts within 48 hours of your original purchase. Please email our customer service team to receive your retroactive discount!

Question 9

How do toolkit and palette discounts work?

Accepted Answer

For each Art Toolkit with Tools purchased, you can add one (1) of our standard (non-special edition) paint palettes at 20% off. This discount is applied automatically in your cart, and will not necessarily be applied to the most expensive palette in your cart. However, you can try adding palettes in a different order to change which palette is discounted.

Question 10

What forms of payment do you accept?

Accepted Answer

We accept all major credit cards, as well as PayPal payments. If you prefer to pay over the phone, please contact us.

Question 11

Can I return the items I ordered?

Accepted Answer

We accept the return of any unused supplies for an exchange or refund (minus shipping costs). We cannot accept returns of used products, "seconds", or other discounted items. Please contact us to arrange any returns.

Question 12

What should I do if there is a problem with my product?

Accepted Answer

We'll gladly replace any of our supplies free of charge if our craftsmanship or materials are flawed. Please contact us so we can assess the issue and its coverage. We cannot replace items damaged due to normal wear and tear, accidents, or improper use or care.

Question 13

What material do you use for the mixing surface?

Accepted Answer

Our mixing surfaces are a durable plastic that holds watercolor well, while preventing beading. Some customers have had great results enameling their own pans, which you can read about in a post on Maria's blog. We'd tell you more, but it's proprietary information!

Question 14

How should I clean my toolkit?

Accepted Answer

You can spot clean nylon covers using a gentle liquid soap. Be sure to let the kit dry completely before storing to prevent mildew.

Question 15

How should I clean my palette?

Accepted Answer

You can clean the mixing surface by wetting it down with a brush, and giving it a wipe with a soft cloth. To remove deeper stains, try a Mister Clean Magic Eraser, or a plastic eraser. We recommend conditioning the magnet by applying a light coat of olive or similar oil. Like any tool, your palette will benefit from periodic maintenance and care. Watch our video demonstration here.

Question 16

How can I preserve the functionality of my palettes' magnets?

Accepted Answer

Several things can demagnetize a magnet. Intense heat, blunt force (if the magnet is hit with anything), and proximity to another, stronger magnet. Be aware of the risks above to insure a long-lasting, functional magnetic surface for your stainless steel paint pans and Mixing Pans.

Question 17

Help! My pans are stuck to my palette!

Accepted Answer

If your pans are stuck to the magnetic surface of your palette, avoid prying them away with sharp objects. Typically, a good soak will loosen the paint that has dried beneath your pans, allowing you to easily remove them from your palette. For more tips and tricks on caring for your palette, check out our tutorial, Palette Cleaning and Care.

Question 18

How do I fix a palette with a loose pin, or a hinge that doesn't close smoothly?

Accepted Answer

Try pushing the hinge pin out with the end of a straightened paperclip, and give the last 1/4" a slight bend using pliers (for loose pins) or straighten it out (for sticky hinges). Carefully push the pin back in using the pliers or a flat piece of metal.

Question 19

How do I fix a palette that won't close easily because the lid rubs against the sides of the tray?

Accepted Answer

Try bending the side walls of the tray in or out slightly to remove the friction.

Question 20

My palette is too hard to open, or it opens too easily, what can I do?

Accepted Answer

The palette clasp can be adjusted by bending it up or down slightly. When it's too tight, you can bend it up using your thumb, and when it's too loose, you can bend it back down. It takes a little testing to find the perfect tension for your taste.

Question 21

How do I fill my palette pans with paint?

Accepted Answer

Filling your Pocket Palette pans with watercolor isn't tricky, but there are a few things you can do to get beautiful results.Start with a first fill up to the edges of the pan. After the paint dries, top it off with a final layer. You may notice that some paints dry with cracks. A second fill will smooth out the surface.Some paints may shrink more than others as they dry. If you wet the back of any square that falls out or add a little fresh paint, it will help secure the pan. In the end, your results may be shiny or matte; all paints are unique! If you are preparing for a long trip and are following these steps, we recommend waiting several days for your pans to completely dry.Check out Maria's video for a walkthrough of filling your paint pans.

Question 22

How do I care for my Rosemary & Co brush?

Accepted Answer

Our friends at Rosemary & Co have a lot of good information on their FAQ page, including brush cleaning and care based on your medium! Scroll down to the "Brushes, brushes, and more brushes" section to learn more.Tip from Rosemary: With synthetic brushes (and only synthetic) to fix a problem like the "gap" in the domed tip, just insert into boiling water for around 10 seconds and the fibres spring back 100% like new.

Question 23

Do you have a retail shop to visit?

Accepted Answer

Yes! Our shop is located in downtown Port Townsend, Washington. See our hours and find directions on the Visit Our Shop page.

Question 24

Are Art Toolkit supplies available in any retail stores?

Accepted Answer

Yes! Our goal is to make it easy for anyone around the world to find Art Toolkit supplies. Find a retailer near you on our retailers page.

Question 25

What are Art Toolkit Workshops?

Accepted Answer

Art Toolkit Workshops are online, in-depth learning opportunities led by guest instructors. Participants have the option to attend any workshop as a live event (2.5 hours for Live Access), or purchase a recording (2 hours for Recorded Access), uploaded within one week of the event.Our workshops are hosted on our learning platform, Circle. Once registered for a workshop, you will be invited to the Art Toolkit Community Space, where you can share and connect with other students, participate in weekly prompts, and access your workshop content, including supply lists, references, and the workshop recording.

Question 26

What are Art Toolkit In-Person Workshops?

Accepted Answer

Art Toolkit In-Person Workshops are live, in-person learning opportunities.Like our online workshops, in-person workshops are hosted on our learning platform, Circle. Once registered for an in-person workshop, you will be invited to the Art Toolkit Community Space, where you can share and connect with other students, participate in weekly prompts, and access your workshop details, including directions and references.

Question 27

Are workshops live or recorded?

Accepted Answer

Both!Live Access includes the opportunity to join the 2-hour workshop call, with an additional 30 minutes for asking questions, sharing art, and receiving feedback from the instructor.Recorded Access includes all workshop materials and access to the 2-hour workshop recording for those who wish to work at their own pace. The recording is available the week following the live call date.Whether you sign up for Live or Recorded Access, workshop recordings are available on our learning platform, Circle, for a minimum of twelve months from the live event date. All participants must create a Circle account via the link we provide in the registration email.

Question 28

What if the workshop I want to attend is full?

Accepted Answer

Get in touch with us, and we'll put you on a waitlist. If there is enough interest, we may schedule an additional workshop!

Question 29

Can I purchase a workshop as a gift?

Accepted Answer

Yes! If you would like to gift a workshop to someone, you can go ahead and check out through our website using your name and email, and then get in touch with us to let us know the name and email of the person who will be attending.

Question 30

I purchased an Art Toolkit Workshop. What's next?

Accepted Answer

Within one hour of receiving a confirmation email for your workshop purchase, you will receive a second email from us with an invitation link to the workshop on our learning platform, Circle. If you are new to Circle, you will be prompted to build a profile. We encourage you to put as much or as little information as you feel comfortable with! If you already have a Circle account, simply follow the invitation link to gain access to the workshop you purchased.Note: If you do not see the email with the invitation link in your inbox, please first check your spam or promotions folder, and reach out to our Customer Service Team for additional support.

Question 31

I can no longer attend a workshop I signed up for – can I get a refund?

Accepted Answer

While we're not able to refund tickets after purchase, we may be able to transfer your ticket to another student if there is a wait list.

Question 32

What is Circle?

Accepted Answer

Our workshops are hosted on our learning platform, Circle.Here, you will be a part of the Art Toolkit Community Space, where you can share and connect with other students, participate in weekly prompts, and access your workshop content, including:Live call access linksSupply listsReferencesThe workshop recording (Uploaded within one week of the live event)Reminder Emails for Live Access:For our live events, we send three scheduled reminder emails before the workshop from the sender "no-reply@notification.circle.so". Please check your spam or promotions folder for these emails.

Question 33

Get help with Circle.

Accepted Answer

Our workshops are hosted on our learning platform, Circle.How do I get started?When you register for our workshops, you will receive an invitation to the Art Toolkit Community Space via the learning platform Circle, where you will first be prompted to build your profile.Populate your profile with as much or as little information as you like: you can always edit it later. You will then be taken to the Art Toolkit Community Space, where you will see the workshop(s) you have registered for on the left-hand side of the screen. We encourage participants to interact with each other and share their work in the community space!When you are ready to access the recording, select the workshop and scroll down to the section titled "Workshop Recording."Purchasing a new workshop with an existing accountTo add a newly purchased workshop to your existing Circle dashboard, click the invite link in the email sent to you upon purchase, even if you have already made an account.How do I log in to the Art Toolkit Circle Community?Follow this link to go to our login page. Enter your email address and password to view your workshops.How do I change my email address in Circle?Follow this link for instructions to change your email address.If you have entered your email address incorrectly or no longer have access to an email to change your password, please email us at hello@arttoolkit.com. We are unable to change members' email addresses, but we can help set up a new account with your preferred email address.I don't see the workshop recordingWe will upload our workshops to the "Workshop Recording" section within one week of the live event. You will receive an email notification when it becomes available, and we recommend having email notifications turned on.Device and browser informationApple/iOSHow do I download the app? The Circle iOS app can be downloaded here. It can also be found by searching for Circle Communities on the App Store.What iOS version is needed for the app? The Circle app requires a device running iOS 17.5 or later. You can check out the list of iPhone models that are compatible with iOS 17 here. If you are using an iPad, please check out the list of iPad models that are compatible with iPadOS 17 here.AndroidHow do I download the app? The Circle Android app can be downloaded here. It can also be found by searching for Circle Communities on the Google Play Store.What OS version is needed for the app? The Android app requires a device operating system 7.0 and up.Have questions you don't see listed here? Follow this link for the Circle members' FAQ, or contact our Customer Service Team, and we'd be happy to help!

Question 34

Can I become a reseller?

Accepted Answer

If you think our supplies would be a good fit for your customers, we want to talk to you! Please see our wholesale page for details.

Question 35

Do you sell pans in bulk?

Accepted Answer

Our stainless steel watercolor pans are available in bulk. Check prices here.

Question 36

How can I be an Art Toolkit Ambassador?

Accepted Answer

While we’re not currently seeking new ambassadors, we do love to hear about your adventures using our supplies. The best way to share with us is to tag @arttoolkit in your images on Instagram.

Question 37

Do you offer classroom discounts?

Accepted Answer

Yes! We believe in the value of incorporating arts in education, and want to support teachers and students alike in learning using Art Toolkit materials. Please see our education page for details.

Question 38

Do you offer student discounts?

Accepted Answer

Yes! We offer discounts to qualifying high-school, university, or art class students. Please see our education page for details.

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