Question 1

How can I contact you?

Accepted Answer

You can reach us at support@escapebynumbers.com. We'll get back to you as soon as possible.

Question 2

What payment methods do you accept?

Accepted Answer

We accept major credit cards (Visa, Mastercard, American Express) as well as Shop Pay, Apple Pay, Google Pay.

Question 3

Do you accept store credit?

Accepted Answer

We accept store credit as a payment method.

Question 4

What is your return policy?

Accepted Answer

Please check our return, refund and exchange policy on our policy page.

Question 5

Can I exchange an item?

Accepted Answer

You can exchange an item with a higher-price item or the same item with a different size. See our policy page for details.

Question 6

Can I cancel or change my order?

Accepted Answer

If you need to cancel or modify your order, please contact us as soon as possible at support@escapebynumbers.com. Orders that have already been processed may not be eligible for changes.

Question 7

How long will it take to receive my order?

Accepted Answer

Typically, it takes 3-5 business days to receive your order. We're doing our best to deliver it promptly for you.

Question 8

How to track my order?

Accepted Answer

You can track your order using your order number or tracking number provided in your shipping confirmation email. Click on Track navigation or Chat with us.

Question 9

Do you ship internationally?

Accepted Answer

Yes, we do ship internationally. The shipping fee may vary depending on your location.

Question 10

Do you offer free shipping?

Accepted Answer

Shipping fees vary by location and order value. Shipping cost will be calculated at checkout.

Question 11

How long will it take to receive my order?

Accepted Answer

Most orders arrive within 6-10 business days. We process your kit quickly and email you a tracking number the moment it ships, so you can follow it all the way to your door.

Question 12

How to track my order?

Accepted Answer

You'll receive a tracking number by email as soon as your order ships. Give tracking 24-48 hours to activate after that email. If you haven't received a tracking email within 7 business days of ordering, contact us at support@escapebynumbers.com and we'll check on it right away.

Question 13

Do you ship internationally?

Accepted Answer

Yes! We ship to the United States and a growing list of international destinations at a flat $4.90 shipping rate. If we deliver to your country, you'll see the option at checkout. International orders may occasionally be subject to local customs fees.

Question 14

Do you offer free shipping?

Accepted Answer

Shipping is a flat $4.90 with package insurance included, no matter how many kits you order. That makes bigger orders great value, and orders of 3 or more kits also include a free natural wood easel.

Question 15

What is your return policy?

Accepted Answer

We offer a 30-day return policy: you have 30 days after receiving your kit to request a return, as long as it's unused and unopened in its original packaging. Email support@escapebynumbers.com with your order number to start. If your kit arrives damaged, defective, or missing pieces, we'll replace it free, with no return needed, just send us photos within 7 days of delivery.

Question 16

Can I exchange an item?

Accepted Answer

We don't offer direct exchanges at this time. The fastest way to get the design you want is to return your original unused, unopened kit for a refund and place a new order.

Question 17

Can I cancel or change my order?

Accepted Answer

We move fast, but we'll do our best! Email support@escapebynumbers.com as soon as possible with your order number and the change you need. If your order hasn't shipped yet, we can usually help.

Question 18

What payment methods do you accept?

Accepted Answer

We accept all major credit and debit cards, plus express options like Shop Pay, Apple Pay, and Google Pay. Every payment goes through Shopify's encrypted, secure checkout.

Question 19

Do you accept store credit?

Accepted Answer

We don't offer store credit at this time. The good news: our 40% off sitewide is already applied to every price you see, no code needed.

Question 20

How can I contact you?

Accepted Answer

Email us anytime at support@escapebynumbers.com - a real person reads and answers every message, usually within 1-2 business days. You can also chat with us right here on the site.

Frequently Asked Questions