Frequently Asked Questions

Orders and Shipping

Q - Why isn't bundle pricing showing up in my order?

A - Bundle pricing specials will only show in your Cart once you have logged in to your account. Click the "Login / Account" button in the top menu to create a store account if you haven't already. If you are logged in, but not receiving the bundle pricing, make sure you have at least 8 paints or 4 brushes in your Cart, as those are the lowest levels that receive the Bundle deals.

Q - I have a disability that prevents me from using your store. What can I do to place an order?

A - We are always working to make sure our products are as accessible as possible. Never hesitate to call our Customer Service team at +1 (602) 612-3863 to place an order via phone or email to do so over there. 

Q - What currency does your store use?

A - The store currency is US dollars.

Q - Where do you ship product from?

A - All orders are fulfilled out of our main facility in Arizona, USA.

Q - Will I incur additional charges when shipping internationally?

A - Many orders imported into countries outside the USA have duties, taxes, and other fees associated with them, that must be paid prior to or after receiving your goods. It is always best to check with your country's customs authority to find out what your responsibilities are when receiving goods purchased from overseas. Also, make sure to check our RETAIL PARTNER page to make sure there isn't a distributor of Monument products closer to your home location.

Q - How long will it take for my order to ship once I place it?

A - Orders generally ship within 2-3 business days (M-F) for those placed Monday thru Friday by 12pm MST (Arizona). We do not ship on weekends, so orders placed after noon on Friday will be shipped the following week. New Release windows, Holidays, and special events / travel may extend shipping times. Should you ever have questions about timing of shipping, please contact and we'll get you info ASAP.

Q - There were no shipping options for my country on the checkout page, what can I do?

A - Please use the Contact page to send us a message and we'll see if we can manually invoice you and create a shipment. Unfortunately, some countries have very unreliable shipping and those have been removed from our service area due to continued lost / damaged packages. We'll do our best to work with you, so don't hesitate to open a conversation.

Q - How do I get tracking information for my completed order?

A - You will receive an email from us each time an order is processed and shipped that includes tracking information. Please make sure that you have whitelisted * with your email client to insure that you receive all communications from the site. Check spam folders if you think you missed a notification and contact us if you can't find the information.

Q - I selected "Local Pickup" in the Phoenix, AZ area. How do I get my order?

A - If you have selected "Local Pickup" on your order, we will email you once your order is ready to go. Just drop by HQ when you can to pick it up.

Q - Once my order has been processed and shipped, how long will it take to receive it?

A - Shipping times vary by carrier, and we can make no guarantees about delivery times. Once you receive our automated shipping notification email with tracking information, you should expect your package to arrive within one week, if you are in the US. International shipments can take anywhere from one week to one month, depending on customs clearance and local carrier processing times. Please be aware that shipping carriers worldwide are experiencing significant delays, so these timeframes are only estimates.

Q - The tracking shows that my order was delivered, but I can’t find it. Can you help me?

A - Unfortunately, we only have access to the same tracking information that you see from the order email(s). Often, a package may be left with a neighbor or at an apartment office if nobody is available for receipt, but that is not always the case. If you are unable to locate a package that the carrier has marked as delivered, please contact us at so we can assist with the investigation. Do not contact the carrier directly. We always recommend having packages delivered to a location where you or someone you know is available to receive them. While we are able to assist with the filing of claims of loss, Monument Hobbies assumes no further responsibility for packages once verified as delivered by the carrier via tracking.

Product Issues

Q - My order arrived, and there were damaged products in the package. What can I do?

A - Please contact us at with a picture of the problem product(s) so that we can get it resolved as quickly as possible.

Q - Part of my order was missing. What can I do?

A - Please contact to let us know and we'll get you taken care of as soon as possible.

Q - I have a product that doesn't work the way I expected or is defective after using it. How do I get this fixed?

A - We always want you happy with your Monument products, so contact us at with photos of the problem you're experiencing, and we'll get you taken care of as quickly as we can. Sometimes, it's instruction on usage or technique with the product and sometimes we just need to get you a replacement. Either way, we're here for you!

Q - What is your return / cancellation policy?

A - Our Return / Cancellation / Refund policies can all be found HERE