Are you unsure which products to order for your paint repair? Visit the What to Order page.
Having problems using touch up paint? Visit our Paint Problems page.
Have questions/problems with your order? Visit our Ordering and Shipping Questions page.
Frequently Asked Questions (click to show answers):
|Q: Can you give me an overview of the order process?
Watch the following video for an overview how to order touch up paint from PaintScratch, or see the screenshots below:
1. Select Your Vehicle:
First, enter the Year, Make and Model of your vehicle from the drop down boxes and press the Find Your Color button. Notice that by changing the Year, different Makes will be displayed so always select your year first. You will be shown a list of colors on the screen corresponding to your year, make and model.
2. Select Your Color:
You can choose only one color per order and it is always a good idea to verify your color code.
3. Select Your Products
Our Guided Order Form looks like this:
Our Regular Order Form looks like this:
4. Your Shopping Cart
After adding items to your cart, you will be taken to your shopping cart:
5. Secure Checkout
6. Review & Confirm Your Order
After you have filled out the order form, you are given a total and
now can click the Confirm/Review Order button. Make sure everything is correct. When you
confirm your order, a message is sent to PaintScratch with all the
information you have entered so far in case there are any problems. If you
need to make corrections, use your back button and make the corrections
and simply confirm the order again. You are not charged
until you click on the "Complete Your Order" button.
|Q: What are the shipping charges?
A shipping charge of $4.95 is added to the first touch up bottle or paint pen ordered. A shipping charge of $9.95 is added for the first spray can ordered. Additional touch up bottles, paint pens or spray cans are $1.00 each. International orders are charged an additional $9.95 for shipping. For complete discussion, follow this link.
|Q: I found the paint code on your site, but the name of the paint is different. Is this the same paint?
This is our MOST common question. The name of the paint can change but if your color code matches, this is the correct paint. For example, you know your vehicle was painted in "Sandstone" either from the window sticker, the plate of the vehicle or maybe the dealer told you another name like "Heather Mist."
|Q: I found my color code on your site but the color shown doesn't look right, do I have the wrong color?
If your code matches the one shown the screen, this is your color. We mix the paint by the color code formula, not what is shown on the screen. However, we appreciate any feedback to improve the accuracy of the colors shown. For many exotic vehicles (Rolls Royce, Ferrari, etc.) and some pre-1980 colors, there are no color chips so what you see on the screen was our best guess.
|Q: Why can't I place an order for more than one color at a time?
You can't order two colors at the exact same time. The reason for this is that you may want a spray can in one color and a paint pen in another, etc. Select the color you need, order the products for this color and add them to your shopping basket. Continue shopping by selecting the next color and adding those products to your shopping basket. The entire order will be combined when you checkout.
|Q: I have a Chrysler, Dodge, Plymouth or Jeep and my color code is HW7/W7 and all I can find on your site is GW7/W7. Is this the same code?
Chrysler, Dodge, Plymouth and Jeep all put random letters in front of the paint codes. For example, the GW7/W7 code could be listed on your vehicle as PW7/W7 or QW7/W7, RW7/W7, etc. The actual color code is W7. We don't know why they did this, but it sure causes confusion for our customers!
|Q: Do I really need to order the tri-coat finish?
When your color is a tricoat, our order form will only let you order the basecoat and midcoat together. These come in two separate containers. Tricoat paints need a clearcoat over the midcoat to make them shine.
|Q: Can I get a tracking number for my order?
You can get your tracking information on our website by checking your order status and clicking the Track Your Order button. If you ordered spray cans, pints, quarts or gallons we ship these via UPS. Paint pens, small touchup bottles ship via the Postal Service.
|Q: I received the wrong paint, my order never arrived, my order was incomplete, my order was damaged so what do I do now?
If you have any problems with your order, for example, you got the wrong color or you feel you should have received your order by now, let us know immediately. For lost orders or incorrect paint match, visit our customer service page. For all other inquiries, please contact us. Our address and telephone number is also listed at the bottom of our home page. Our policy is to replace damaged or incorrect orders and to re-ship orders that never arrived. Of course, there is no charge for this.
|Q: Is your paint better than what my dealer sells?
Yes! Our paint is mixed upon receipt of your order so it is fresh. Any professional in the collision repair business will tell you fresh paint is much easier to use and makes for a better repair. Also, often the dealer cannot exactly match your paint. For example, the color code W7 has a different formula then W6. Because they are both similar, the dealer sells the same touch up bottle for both. However, these colors are actually different so when we mix these different paint, you receive an exact match from us. This is very common practice as they do not want to stock thousands of paint colors.
|Q: Your paint seems expensive. Why?
Because we custom mix each order, our costs are higher and our paint is freshly made which makes for a better repair. The paint is also delivered straight to your door and this avoids the time and effort to obtain the paint elsewhere.
|Q: Can you add to an order once it's placed?
Use the link, Add to Order to add to your existing order. You can only add or change your existing order until 9:00PM (PST) on the day you placed the order. Your credit card will only be charged for the additional items.
|Q: Do you store or save credit card information?
We do not save your credit card information.
|Q: What is your return policy?
For our complete return policy, follow this link.
|Q: Can the same clearcoat be used with all paints?
Yes, there is only one clearcoat for all paints including our water based paint.
|Q: I ordered paint for a pre 1986 vehicle which doesn't match. What are my options?
We have numerous warnings on our site about ordering pre-1986 colors. we do not remix this paint or offer refunds, even if the paint does not match. A good option is to send a part in for custom matching.
|Q: I ordered a paint for one of these makes (Alfa-Romeo, Alumacraft, American-Coach, Austin, Beaver, Bentley, BMC, BMW-Motorcycles, Citroen, Coachmen-RV, Corbin, Ducati, Edsel, Ferrari, Fiat, Fleet, Fleetwood, Forest-River, Fountain, Four-Winns, Freightliner, Fujidesign, Harley-Davidson, Honda-Motorcycle, Isata, Itasca, Lamborghini, Lancia, Lotus, Lund, Maserati, MG, Morgan, Newmar, Packard, Pantera, Peugeot, RAL, Renault, Rolls-Royce, Rover-Sterling, Triumph, Winnebago, Yamaha, ) which doesn't match. I understand you will not remix the paint. What are my options?
We cannot guarantee a paint match for these makes because we do not have color chips. However, in most cases our match is excellent. There are No Refunds and we recommend you send us a part for custom matching. We will not remix this paint even if the color does not match.
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