FAQ
Frequently Asked Questions
Orders & Processing
How long does it take to process my order?
We try to process and ship orders as quickly as possible. Orders placed Monday through Friday before 4:00 PM can typically be shipped the same day.
In rare cases, processing may take 1–3 business days, especially if:
- A product is on backorder
- The order includes custom-mixed paint
- The order requires additional verification
- Carrier pickup or service availability is delayed
Can I change my order after placing it?
Order changes may be possible only if the order has not already been processed or shipped. If you need to make a change, contact us as quickly as possible.
For the fastest assistance, call our store or email us at:
sales@autocoloronline.com
Once an order has been processed or handed off to the carrier, we may not be able to make changes.
Can I cancel my order?
Cancellations are handled similarly to order changes. If your cancellation request is received before the order has been processed or shipped, we will do our best to honor it.
Once an order has been processed, mixed, packed, or shipped, it may no longer be eligible for cancellation.
Can Auto Color refuse or cancel an order?
Yes. Auto Color reserves the right to refuse, limit, or cancel orders at our discretion, including orders that appear to contain inaccurate information, suspicious activity, reseller behavior, pricing errors, product availability issues, or other concerns covered under our Terms of Service.
Shipping
What shipping carriers do you use?
Shipping carrier options may vary depending on the item, customer location, package weight, product type, and shipping service selected at checkout.
Because automotive paint and related products may be considered hazardous materials, some products may have shipping restrictions or require specific shipping methods.
How much does shipping cost?
Shipping costs vary based on several factors, including:
- Customer location
- Package weight
- Order size
- Product type
- Carrier selected
- Shipping speed selected
Shipping rates are calculated during checkout when available. In many cases, shipping can be free.
Do you offer free shipping?
We may offer free shipping promotions from time to time. Some promotions may apply to first-time buyers or orders that meet specific requirements.
Free shipping offers may be subject to product exclusions, location restrictions, or carrier limitations.
Why do you recommend UPS over USPS?
USPS shipments can sometimes experience delays or irregular tracking updates. To reduce the chance of shipping delays, we recommend selecting UPS when available, especially for time-sensitive orders.
What happens if my shipment is delayed?
Once a package is handed off to the carrier, delays may occur due to weather, carrier volume, service interruptions, incorrect addresses, or other circumstances outside of our control.
We understand delays are frustrating, and we will do our best to assist, but carrier delays do not automatically qualify an order for a refund or cancellation.
What is your express shipping guarantee?
If you paid extra for express or expedited shipping and we are unable to ship the order using the express carrier or expedited service selected at checkout, we will refund the additional amount paid for expedited transit.
This refund applies only to the added express shipping fee. The full order itself remains final once processed and shipped.
Damaged Shipments
What should I do if my order arrives damaged?
If your order arrives damaged, contact us within 48 hours of delivery at:
Please include clear photos of:
- The damaged item
- The shipping box
- The packaging materials
- Any leaking product, if applicable
- The shipping label, if possible
Photos are required so we can verify the issue and assist with a refund, replacement, or carrier claim.
Do dented or bent cans qualify for a refund?
Not automatically. The condition of the package or container upon delivery is not grounds for a refund by itself.
Bent or dented cans do not qualify for a refund unless the can is leaking paint or the product itself is unusable.
Do I need to provide photos for a damaged shipment claim?
Yes. To be eligible for a refund or reshipment due to shipping damage, customers must provide clear images showing the condition of the item and packaging as received.
We cannot process refunds or replacements for damage claims without visual proof.
Returns & Refunds
What is your return window?
Returns must be postmarked within 30 days of the original purchase date.
To qualify for return, the item must be:
- New
- Unused
- In original condition
- In original packaging
- Returned with all labels, seals, and packaging intact
- Custom paint code mixes are not eligible for refund.
How do I start a return?
To start a return, email us at:
You must request a Return Merchandise Authorization, also known as an RMA number.
Returns sent without an approved RMA number will not be accepted.
Where do I send an approved return?
Once your return is approved, securely package the item in its original packaging and ship it to:
Auto Color
Attn: Returns – RMA #
724 E Lincoln St
Wichita, KS 67211
United States
Customers are responsible for return shipping costs. We strongly recommend using a trackable and insured shipping method.
Who pays for return shipping?
Customers are responsible for return shipping costs unless otherwise stated by Auto Color.
We are not responsible for return packages that are lost, damaged, or delivered without proper tracking.
Is there a restocking fee?
Yes. All approved returns are subject to a 15% restocking fee, which will be deducted from the refund amount.
How long does it take to receive a refund?
Once we receive your return, the item will be inspected. If approved, refunds or exchanges are typically processed within 7 business days of receiving the return.
You will receive an email once the return has been processed.
How are refunds issued?
Refunds are issued back to the original payment method, less any applicable fees, including restocking fees when applicable.
Are all products returnable?
No. Some products cannot be returned or exchanged.
Non-returnable items include:
- Custom-mixed paint
- Custom-matched paint
- Hazardous materials, including paint products, once shipped
- Bent, dented, or damaged cans unless the can has leaked paint
Can I return custom-mixed paint?
No. Custom-mixed or custom-matched paint cannot be returned or exchanged.
Because these products are made specifically for the customer’s order, they are final sale once mixed, processed, or shipped.
Can I return paint or hazardous materials after they ship?
No. Hazardous materials, including many paint products, are not returnable once shipped.
This includes certain automotive paints, primers, clears, reducers, activators, and related materials.
Products & Color Matching
Are the product photos and colors on the website exact?
We make every effort to display product images and colors as accurately as possible. However, screen settings, lighting, monitor calibration, and device differences can affect how colors appear online.
We cannot guarantee that your screen’s display of a color will be perfectly accurate. Auto Color’s Terms of Service also state that product colors and images are displayed as accurately as possible, but the monitor display accuracy cannot be guaranteed.
Are prices subject to change?
Yes. Product prices, descriptions, availability, promotions, shipping charges, and offers may change without notice.
If an error, inaccuracy, or omission appears on the website, Auto Color reserves the right to correct it, update the information, or cancel affected orders when necessary.
Can a product be discontinued or limited?
Yes. Product availability may change at any time. We may limit quantities, discontinue products, or restrict sales of certain items depending on availability, shipping restrictions, supplier changes, or other business needs.
Do you guarantee that a product will meet my expectations?
We provide product information to help customers make informed decisions, but results can vary depending on preparation, application method, equipment, environment, experience level, and product compatibility.
Customers are responsible for reviewing product details and confirming that the item is appropriate for their project before purchasing.
Account, Billing & Website Terms
What information do I need to provide when placing an order?
Customers must provide current, complete, and accurate billing, shipping, contact, and payment information.
Incorrect or incomplete information may delay processing, prevent delivery, or result in order cancellation.
Is my credit card information secure?
Credit card information is encrypted during transfer over networks. Auto Color’s online store is hosted through Shopify, which provides the e-commerce platform used to sell products and services.
Can I use the website for resale, scraping, or unauthorized activity?
No. Customers may not reproduce, duplicate, copy, sell, resell, exploit, scrape, interfere with, or misuse any portion of the website or service without express written permission.
Prohibited uses also include submitting false information, transmitting malicious code, violating laws, infringing intellectual property rights, or interfering with website security.
Can Auto Color update its policies?
Yes. Auto Color may update, change, or replace parts of its Terms of Service, Return Policy, Shipping Policy, or other posted policies. Continued use of the website after updates are posted means the customer accepts those changes.
Contact
How do I contact Auto Color?
For order questions, returns, shipping issues, damaged items, or general support, contact us at:
Email: sales@AutoColorOnline.com
General Questions: Info@AutoColorOnline.com
Return Address:
Auto Color
724 E Lincoln St
Wichita, KS 67211
United States