Shipping, Returns & Color Policy
Shipping:
Orders are shipped the same day Monday through Friday when ordered before 1:00PM EST. Some orders will ship the same day after 1:00PM EST but there is a firm cutoff time of 5:00PM EST. Accurate estimated delivery dates are shown at checkout for most products.
Depending on order volume, custom colors may not ship when ordered before 1PM.
Custom color ship dates are updated Monday - Friday and can be found in the announcement at the top of every page.
All Centurion, Envirolak, Novalk, and TriTech products ship for free.
All items, except for those that must be shipped via a ground service, are typically shipped with an expedited 1-3 business day service. Most orders are delivered in 1-4 days.
There are several items you will encounter throughout the site that ship for free. Otherwise, depending on the product, shipping is a flat rate $3.99 or $7.99.
The following products are ground only: all 5 gallon or 4 gallon pails, oil based deck stain, oil based interior stains, airless paint sprayers, air assisted airless sprayers, Centurion vinyl sealer, all spray cans, NCW99 catalyst, and any solvent based primers or topcoats.
This map should only be used to estimate transit time for ground only items.
We use a combination of FedEx and UPS for ground only items to get your order to you faster. FedEx now delivers on Saturday or Sunday to most of the US and can count these as business days depending on your location.
For any questions on shipping please call us at call us 855-672-0422, or use our live chat feature.
Returns:
Our policy lasts 30 days from the order date. If your request for return is past day 30, we can’t offer you a refund or exchange. To start a return call us at 855-672-0422, or send us an email at support@pontiacpaintsupply.com.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. There are no returns on tinted paint, any Golden Paintworks quarts or gallons, or any premixed paint that has been used.
We do not refund outgoing shipping costs on 4 gallon or 5 gallon pails. This is typically $45-80 per pail.
We also do not refund our outgoing express shipping costs if an item is returned.
Color Policy:
Samples are retained for all custom matches in Envirolak, Centurion, and Novalk and are always matched to a 0.5 delta E, or less, to the color swatch we have. Color swatches always vary, so it’s best to make a sample before starting a project. We can never guarantee that our matches will match existing wall/trim paint in the space.
If you are purchasing a wood coating in the same color that is on the walls or trim, it is highly recommended that you send us a sample of the wall/trim paint to match your wood coating.
Benjamin Moore CSP (Color Stories), all Farrow & Ball colors, and some Sherwin Williams Designer Edition colors may have a high metamerism (not match in all light sources). These colors will always match in at least daylight (6500K). They are designed to dramatically change depending on light source.
If you require more product for a job, you must order with the HM number found on the top of the can. This HM number has product, sheen, can weight, batch number, and the formula associated with it.
Custom colors are sold as is. Contact us immediately if you notice a difference in color. Before starting a job all containers should be thoroughly mixed, boxed together (combined), and a spray out should be done to ensure the color is accurate.
Like colors should always be combined before starting your project. Use the same amount of catalyst, reducer, or water for the entire project.
Using different amounts of catalyst, or different application methods during a project can lead to color variation. PPS will not cover costs associated with color variation but will replace products if it is our fault.
Mail in matches:
Please contact us before mailing your sample for us to match. Sending us liquid paint is preferred over trim or a door. Custom mail in matches with 2K products are done with catalyst at the recommended amount by weight to ensure color accuracy. Do not mail us any sample that you don't want potentially scratched. We do our absolute best to avoid this, but our main spectrophotometer can scratch the coating on some cabinet doors. Backs can be a different color than the front, so we like to avoid matching backs.
All mail in matches use a formula to minimize metamerism as much as possible. We will reach out to you if we notice a metamerism issue. All matches target daylight and are guaranteed to match the D65/10 degree standard (6500K) under 0.4 delta E at 4 mils. Under or over-application can change the appearance of some colors.
Tinted Benjamin Moore Products:
We do not store samples for Benjamin Moore or Insl-X products. If you have a color issue with a Benjamin Moore product and color, it will be reported to Benjamin Moore and your money will be refunded or the product will be replaced. It is best to test the color before full scale application. Benjamin Moore products tinted to an another manufacturer’s color are sold as is and are not checked for accuracy. At this time we only tint and ship BM colors in BM products to avoid issues.
Non-returnable items:
Any tinted paint or custom colors. All Golden Paint works quarts, and gallons. This is industry standard.
This policy includes cancellations. We cannot cancel any orders that have already been mixed, and not shipped.
Refunds:
Once your return is received and inspected, and you are approved for your refund, it will be processed, and a credit will automatically be applied to your credit card or original method of payment within a few days.
Return Shipping:
We pay return, and outgoing shipping costs for any order that is incorrect. If this does happen, we always make it right, and you will not have to pay shipping costs.
For any other type of return, please contact us for a discounted shipping label. If that shipping label is used, we will deduct it from your refund.
Packaging Process and Damage:
We over-pack every shipment that leaves our warehouse to ensure that your package is safe throughout the delivery process and rarely encounter damaged packages. You can check out our reviews for customer feedback on our packaging.
If you happen to have damage, please contact us with pictures. On occasion, some items may be shipped to you with minor dents, and dings. At this time we do not replace items with dents.
In January and February, orders to certain areas with material that can freeze will include a large heat pack designed to provide heat for 3-4 days. This time of year delays can happen from UPS/FedEx that are out of our control.
There are no guarantees with any shipping service and express can be delayed. Wood coatings can typically handle 1-3 freeze/thaw cycles. Receiving items frozen is very rare, and at this time we do not refund any products that are frozen.
We will handle the claims process with UPS, FedEx, or USPS.
For any questions or concerns please send us an email at support@pontiacpaintsupply.com call us at 855-672-0422, or text us at 248-660-9036.
Late or missing refunds:
Please contact us at support@pontiacpaintsupply.com or call 855-672-0422.
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