FAQ


TRACKING & SHIPPING

Where Is My Order?
To keep the cost of our kits low and pass the savings on to you, we ship a majority of our kits directly from our warehouses and manufacturing facilities located in China's HeNan Province. Under usual circumstances, total delivery time is 12-30 days depending on your location (excluding processing times). Due to COVID-19, expect delivery between 30-60 days.

Please note that delivery times are not guaranteed. Does not include customs clearance or order processing.

USA: Between 9 - 30 days average

Canada: Between 20 - 30 days average

Europe: Between 20 - 40 days average

Australia: Between 20 - 40 days average

All Others: Between 30 - 60 days average

Please note that factors outside of our control (eg holiday congestion, weather events, health crises) may impact shipping times. We apologize for the inconvenience.

How Long Does It Typically Take To Receive Items?
Please note that delivery times are not guaranteed. Does not include customs clearance or order processing.

USA: Between 9 - 30 days average

Canada: Between 20 - 30 days average

Europe: Between 20 - 40 days average

Australia: Between 20 - 40 days average

All Others: Between 30 - 60 days average

Please note that factors outside of our control (eg holiday congestion, weather events, health crises) may impact shipping times. We apologize for the inconvenience.

How Can I Track My Order?
To track your order, simply enter the tracking ID from your Shipping Confirmation email into the tracking link: https://www.17track.net/en..

If you did not receive a Shipping Confirmation yet, your order is still in processing and should be fulfilled in no more than 1 week.

Do You Offer Expedited Shipping?
Unfortunately, we do not currently offer any forms of expedited shipping.

How Long Does It Take To Process An Order?
Order delivery times as mentioned above do not include order processing times.

KITS FROM CHINA

Stock Designs: Processing times for stock designs (ie not Custom Kits) is 3-5 business days.

Custom Kits: Processing time for custom kits is 5-10 business days. Processing times for custom kits is contingent on potential back-and-forth with the customer over edits.

Why Did I Only Receive Part Of My Order?
We ship our kits from multiple printing facilities in different locations. As a result, kits within the same order may be shipped from different facilities and arrive at slightly different times.

Some items in your order may arrive before others. When this happens, it is likely that the remaining items in your order are still in transit and will arrive very soon.

Why Is My Tracking Stuck On A Specific Date?
This is completely normal. When your order is in transit and moving between countries, tracking will be very slow to update (the package(s) are on shipping containers in the middle of the ocean).


When the item lands in the US, it will move very quickly to your doorstep. You can track it by simply entering your tracking ID into the official USPS Tracking Site.

Why Did I Receive Multiple Tracking Numbers With My Order?
Because we ship from multiple locations, your order may arrive in multiple packages. Each package is assigned a different tracking ID.

What Shipping Provider Do You Use?
You can expect to receive your package(s) through your local carrier (USPS if you are located in the US) once it passes through customs. Times will vary depending on multiple factors, including seasonality, backlog, and the speed of your local carrier.

 

HOW-TO
What Is Diamond Painting?
Diamond Painting is a fun new craft hobby for stress relief. It involves placing thousands of tiny acrylic 'diamonds' onto an adhesive canvas to create your own shimmering wall art.

Do Diamonds Cover The Whole Canvas?
Most kits on our website are Full Drill, meaning diamonds cover the entire canvas.

Our special collection of Partial Drill Diamond Paintings can be found here (diamonds only cover parts of the canvas).

What's Included In Each Kit?
Each of our kits comes with the following:


• Pre-printed canvas with design chart (with pre-applied adhesive)

• Colored diamonds delivered in separate bags (labeled)

• Diamond applicator tool and/or tweezers

• Tray with wax (used to pick up the diamonds)

How Large Are The Diamond Paintings?
Sizes vary by design. Our smaller paintings are usually 20x20cm (8x8in). Larger paintings can be as wide as 90cm (36in / 3ft). Please check the dimensions on the specific painting you're looking at before buying.

Is A Frame Included?
Unfortunately, frames are not included.

How Long Does It Take To Complete A Diamond Painting?
Depends on how fast you are, and how large the canvas is. Our smaller kits usually take anywhere from 6-10 hours to complete without breaks. Larger kits may take up to 50 hours to finish.

What Are Your Diamonds Made Of?
Neilden is the only Diamond Painting manufacturer that uses 100% eco-friendly acrylic in our diamond creation process, so your diamonds are never oily and never clump together.

 

ORDER SUPPORT

How to track my order?
Once the order is placed, our system will send you an email about the order details. You can use tracking number tracking orders from tracking link: https://www.17track.net/en.


Can I Modify My Order?
Modifications may only be made to orders that have not yet been fulfilled. If your packages have already been put in the mail (ie they have an assigned tracking number), we unfortunately won't be able to modify your order.

Can I Cancel My Order?
Orders may only be canceled if they have not yet been fulfilled. If your packages are currently in transit (ie a tracking number has been provided), we unfortunately cannot cancel your order.

I'm Missing Some Diamonds. What Can I Do?
We'd be happy to send you some replacement diamonds at no extra charge. Please go here for more information.

How Can I Get In Touch With Customer Support?
We'd be happy to help you with your order! Just shoot us an email at info@neilden.com and we'll message back as soon as possible.

What Is Your Return Policy?
If you're not 100% satisfied with your purchase, you can return your order for a full refund for up to 50 days from the purchase date.

Returned products must be in the condition you received them and in the original box and/or packaging.

*We unfortunately do not offer refunds for the following:

• Partially completed diamond paintings

• Fully completed diamond paintings

• Custom kits

For more information on our Return Policy, click here.

What Is Your Refund Policy?
Refunds will be issued for items that are returned to our NYC location in their unopened, original packaging and after an inspection by our team.

Please allow 3-5 business days for refunds processed to appear back in your account.

Refunds will not be offered for the following:

• Partially completed diamond paintings

• Fully completed diamond paintings

• Custom kits