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Customer Service and Returns

The form below should only be used for order problems.
If you have a question or comment, please use our
Contact Form.

PaintScratch.com (A Division of Bio Pac, Inc.)
PO Box 5288    Incline Village, NV 89450

800-225-2855 (toll free)  775-831-9493   (866) 628-1662 (fax)

We only accept color samples for color match and order problems for
90 days from the shipping date of your order. Please check the color
match and make sure your order is complete. All sales are FINAL after 90 days.
It is your responsibility to check all other items during this period.



If the color did not match your vehicle, please follow the instructions below and fill out the underlying form. (You must notify us within 90 days or you will not be able to submit the form below.) Please work with us. We are almost always able to resolve the problem by additional information or resending you a new paint order. You will need to send a sample brush or spray out of the paint (on the enclosed sample card or use a business card) back to us so we can compare the paint we sent with the original factory chip.

Spray cans
Spray out a sample of the paint using full wet coats and let the paint dry for at least 15 minutes between coats. Next apply several coats of clearcoat.

Touch up Bottles and Paint Pens
Send us a sample at least 1" square.

We will not remix paint on pre 1986 vehicle colors even if the color did not match. We will try our best to mix the paint, but due to changing toners and age, we recommend custom matching.. There are no refunds.

We will not remix paint for the following Makes even if the paint does not match. as we have no color chips to check our formula. There are no refunds.
Alfa-Romeo, Alumacraft, American-Coach, Austin, BMC, BMW-Motorcycles, Citroen, Coachmen-RV, Corbin, Ducati, Edsel, Ferrari, Fiat, Fleet, Fleetwood, Fountain, Freightliner, Fujidesign, Harley-Davidson, Honda-Motorcycle, Itasca, Lamborghini, Lancia, Lotus, Lund, Maserati, MG, Morgan, Newmar, Packard, Pantera, Peugeot, RAL, Renault, Rolls-Royce, Rover-Sterling, Triumph, Winnebago, Yamaha.

We recommend custom matching.

Where to send your painted sample card:
San Leandro Color
Attn: Ruth Toovey
555 E. 14th St.
San Leandro, CA 94577

Paint Scratch Team:
Thanks, the second try was a perfect match. I appreciate you taking the time
to get it right instead of just saying my paint had faded or worse. A satisfied customer.

R. Stephens
67 Camaro, Code
YY

 

Paint Unavailable
Some colors shown on our website may be discontinued. We will issue a refund for any colors we cannot make. (Pre 1986 colors, even if they are way off, are not refundable under any circumstances. We have numerous warnings before you order!)

Verifying Your Color Code
We try to maintain an accurate list of colors on our website for each Year, Make and Model of vehicle. However, if you want to be sure you ordered the correct paint, you must verify the paint code on your vehicle. We are not responsible for paint ordered without checking your color code and there are no returns or refunds for the wrong paint. (Unless we advised you this was the correct paint based on our research.)

Pay particular attention to interior, trim and cladding colors as often, these are not coded anywhere on the vehicle. There are many more interior, trim, striping and cladding colors and we only list some of them. Often, these colors have no color code at all and the only way to find them is by borrowing our color books or sending us a sample part.

Testing the Color Match
ALWAYS
test the paint before applying it to your vehicle! You are responsible for making sure the paint matches by testing the color BEFORE you apply it to your vehicle! If the color is off, the clearcoat  or the primer WILL NOT HELP to make the color match better! If you apply the paint to your vehicle and it doesn't match, you will have to wash it off with automotive lacquer thinner or worse, if you allow it to thoroughly dry, you will have to sand it off.

Metallic and tricoat paints can be difficult to match and should be blended into adjacent panels. If you are ordering a tricoat paint, you MUST read about tricoats before ordering!

Sending Orders Back to PaintScratch Do not send your order back to PaintScratch expecting us to refund your money. We will refuse the shipment or just send it back to you at your expense. Any returned merchandise that you wish to send to PaintScratch MUST be approved by a staff member of PaintScratch.com. You must enclose the confirming email from PaintScratch authorizing you to return the merchandise.

The reasons for the paint not matching could be one of the following:

  • The vehicle was repainted with another color.
  • The vehicle's paint has faded due to sunlight exposure, acid rain or other causes..
  • You did not send us your VIN so we sent you the most popular formula. (1995 vehicles and up)
  • The order was mixed up with another customer.
  • The paint was mixed incorrectly.
  • You gave us the wrong color code.
  • For more reasons, please see our blog post on Color Mismatches.
Paint Problems and Solutions:
1) The color is way off. You ordered green paint but received blue. This is either due to an incorrect color code or an order mix-up with another customer. Verify your color code, check the paint bottle you received and fill out the form below and check the appropriate box. We will send you out a new order.

2) The color is just slightly off. This could be due to incorrect paint formulation, paint fading or repainting. Let us know if it is too light or too dark. Also, make sure you check the match against the interior door jambs as this is a good test to see how good the match really is. However, even the interior door jamb paint will fade over time so this check is only useful on late model vehicles.

3)  Damaged or missing orders will be replaced immediately at no charge. This includes spray cans that do not spray properly, damaged items, etc.

4) If the paint does not match the sample paint color chip we have on file, we will send you a new paint order. You must give us the opportunity to try again. 

5) If the paint matches our paint color chip perfectly, then your vehicle was probably repainted, has faded or you gave us the wrong color code. Check your color code again and have a qualified auto body technician determine if your vehicle was repainted. Please contact us with any new information. We will see if we can rectify the problem. You may need custom matching.

Replacement Paint due to Customer Error (no VIN sent, wrong color code given, order mistake, etc.)
If your did not send us your VIN or simply made a mistake on the order form, chose the wrong color or didn't verify you color code and ordered the wrong paint, you will need to place a new order. There are no refunds for the incorrect paint ordered.

International Orders All international orders are charged an additional $9.95 for shipping. In addition, there may be customs and/or brokerage fees due from your country and/or carrier.

All international shipments to countries outside the United States are sent via the United States Postal Service. Delivery can take up to two months in some countries. Check with your local postal system for approximate shipping times for an estimate before ordering.

Shipping Times.
Orders are normally shipped within five business days but during our busy season (Spring and Summer), up to ten business days. Orders are processed in the order they are received.

Refunds You cannot return the custom made paint. Once you order the paint, you will not be able to cancel the order. We will not refund your money for the custom made paint because...

  • You decided not to use the paint.
  • Found it cheaper elsewhere.
  • Found it was covered by your warranty.
  • Decided to sell or trade the vehicle.
  • You were unhappy with the repair work. i.e. It did not come out the way you thought it should.
  • You did not like the paint.
  • You have decided to have someone else do the work.
  • You have changed your mind or for ANY OTHER REASON.
  • All paint sales are final. Once you have placed an order, it cannot be cancelled for ANY reason. Our paint techs often work seven days a week and can begin working on your order immediately. Even if it's 3AM on Sunday morning, don't assume our techs are not working! Any cancellations will be charged a $14.95 fee per custom paint product ordered.
In addition, there are no refunds for mis-matched paint even if we sent you the wrong paint. We will resend the correct paint at no charge. We often begin working on your order as soon as we receive it. Each order is custom made and cannot be simply put back on the shelf to sell to the next customer. With thousands and thousands of automotive colors, we probably won't have a customer for your paint on a timely basis.

What you can Return
Most of our other products can be returned as long as they are unused. We will refund your money less the original shipping and handling charge. Please make sure you follow all applicable USPS and FedEx/UPS hazardous material shipping regulations. Please email us in advance with any products you plan to return. Remember, we do not give refunds on custom made paint portion of your order so do not return the paint to us. Even if you have not used the paint.

Order Refusals
If you refuse a paint shipment from us because you have decided you did not want the paint, you will not be given a refund. There are no exceptions to this.

Custom Matching
We offer custom hand paint matching on vehicles where the color code is missing or the vehicle has been repainted with an unknown color. The procedure is to send us a small painted part of the vehicle. We will then hand match the part and send the paint and part back to you. We offer hand matching for $35.00 or free computer matching, which is close, but not as good as hand matching.

Final Thoughts
Mixing touch up paint is a very demanding process and each order takes considerable time and effort. We don't just pull paint pre-mixed off the shelf. Each order must be custom made by a trained technician. Yes, we occasionally make color matching mistakes and we will do our best to rectify the situation. We will take the necessary steps to ensure the paint we send you matches our factory color chips.

 Trouble Ticket Submission Form
This must be filled out within 90 days of the ship date of your order!
Do not use the ticket system below if you want to return clearcoat, primer, etc. (items other than mixed paint) Use our Contact Form instead.

If you ordered the wrong color, do not fill out this form! We cannot exchange the paint (all paint is custom made to order) and you must place a new order.
For general questions and comments, please use our Contact Form.

Name: 
E-mail Address:**
Invoice Number: (A six digit number)
 ** Make sure this is the same email address you used to place the order!
The paint I received is too light.
The paint I received is too dark.
The paint I received is completely different from what I ordered.
The paint does not match my interior door jambs. (late model only!)
I have verified my color code on my vehicle and it is the same as the color code I ordered from you.
The items below are missing.
The items below are damaged.


Additional Comments/Information:


 


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PaintScratch.com (A Division of Bio Pac, Inc.) - PO Box 5288 - Incline Village, NV 89450