Mélange Paints Customer Service & Policies

A helpful guide to ordering, shipping, damages, and customer care.

Thank You for shopping with Mélange Paints

We are a small, carefully operated boutique paint manufacturing studio, and every order is prepared with attention and care. The policies below are here to help set clear expectations so your experience feels simple, informed, and supported from checkout to delivery.

Customer Care Email sales@melangepaints.com

Business Hours Monday-Friday, 10:00 AM-5:00 PM Central Time

Response Time Please allow 24-48 business hours for a reply.

Customer service is handled by email so we can keep accurate records and provide clear, thoughtful support.

Before You Email Us

• To help us assist you quickly, please include your order number, the name used at checkout, the email address attached to the order, and clear photos when contacting us about shipping damage or a product concern.

• If your question is about color selection or product use, please include a brief description of your project, the surface you are painting, and any relevant photos. We are happy to help guide you when we can.

Order Fulfillment

• Please allow 1-3 business days for order fulfillment unless otherwise noted on the product listing or during a high-volume launch period.

• Fulfillment time is the time needed to prepare, pack, and hand your order to the carrier. Shipping time begins once the carrier has accepted the package.

• Orders placed on weekends, holidays, or outside business hours begin processing on the next business day.

Custom Color Matching & Retired Colors

We are happy to offer custom order options for customers who need a special color outside of our current collection.

Custom Color Matching: Custom color matching is available by request with a minimum order of two quarts per custom color. Because custom colors are mixed specifically for your order, they are considered final sale and cannot be returned, exchanged, or canceled once production has begun.

To request a custom color match, please email us at sales@melangepaints.com with the color name, brand, formula information, or a clear reference sample when available. Please note that digital screens, printed materials, lighting, surface texture, and application method can all affect how a color appears. We will make every reasonable effort to create a close match, but exact matches cannot be guaranteed. We also accept mailed in paint samples for matching items you physically need to match.

Retired & Archived Colors- Select retired Mélange Paints colors are available through our Custom Order option. Archived colors are not part of our current stocked collection and are produced only by request, subject to formula availability, pigment availability, and minimum order requirements.

Retired color orders require a minimum of two quarts per color. Because these colors are made specially for your order, all retired color purchases are final sale and are not eligible for return, exchange, or cancellation once production has begun.

For availability, pricing, and ordering instructions, please contact us at sales@melangepaints.com.

Order Changes & Cancellations

• Because orders may move into packing quickly, we cannot guarantee that changes or cancellations can be made after checkout.

• If you need to request a change, please email sales@melangepaints.com as soon as possible with your order number and the requested update.

• Once an order has been packed, fulfilled, or handed to the carrier, it cannot be changed or canceled.

Shipping Methods & Delivery

• Orders are shipped through USPS Priority Mail or UPS Ground, selected at checkout or by the best available method for the order.

• Once your order ships, please expect approximately 2-4 business days in transit. This estimate may vary by carrier volume, weather, location, holidays, and other conditions outside our control.

• Large or heavy orders cannot be shipped to PO Boxes. Please provide a physical shipping address for larger orders.

Shipping Area

• At this time, Mélange Paints ships within the United States only.

• We do not currently ship internationally.

Tracking Information

• When your order ships, you will receive tracking information by email. Please allow time for the carrier to scan and update the tracking link after pickup or drop-off.

• If tracking shows movement or delivery delays, the carrier will have the most current information. We are happy to provide the tracking details we have, but we do not control carrier timelines once a package is in transit.

Carrier Delays, Lost Packages & Stolen Packages

• Once an order has been accepted by the shipping carrier, delivery timing and package handling are under the carrier’s care.

• Mélange Paints is not responsible for carrier delays, lost packages, stolen packages, or packages marked delivered by the carrier. If your package is delayed, missing, or marked delivered but not received, please contact the carrier directly to begin a claim or trace.

• We recommend shipping to a secure address where packages can be received promptly.

Incorrect Shipping Addresses

• Please review your shipping address carefully before submitting your order. Mélange Paints is not responsible for packages shipped to an address that was entered incorrectly at checkout.

• If a package is returned to us because of an incorrect, incomplete, or undeliverable address, we can resend the package once a new shipping charge has been paid.

• Original shipping charges are not refundable for packages shipped to an incorrect address.

Returned or Refused Packages

• Packages returned to us because of an incorrect address, failure to collect, refusal of delivery, or other carrier-related return may be reshipped at the customer’s expense.

• Because our products are prepared and shipped as final-sale goods, returned or refused packages are not automatically eligible for refund.

Final Sale Policy

• All sales are final. We do not accept returns, exchanges, or refunds for change of mind, ordering the wrong color, ordering the wrong size, project changes, or color expectations based on a screen image.

• Paint is a made-for-use product that can be affected by handling, storage, temperature, and opening. For this reason, we are not able to accept returned paint once it has shipped.

Color Accuracy & Samples

• We do our best to represent each color as accurately as possible, but color can vary by screen, lighting, surrounding finishes, sheen, surface texture, and application method.

• We strongly recommend ordering a sample before committing to a full project, especially for cabinetry, large furniture pieces, built-ins, or rooms with changing natural light.

• Color descriptions and digital images are intended as helpful guides, not guarantees of exact appearance in every space.

Product Use & Application Expectations

• Please read the product listing and application guidance before beginning your project. Proper prep, clean surfaces, dry time, temperature, humidity, and cure time all affect the final result.

• Some colors, especially very deep, saturated, or high-pigment shades, may require additional coats for full coverage. This is normal for certain color families and will be noted when applicable.

• Mélange Paints is not responsible for results caused by improper prep, incompatible surfaces, contamination, overworking the product, insufficient dry time, environmental conditions, or application outside of product guidance.

Shipping Damage

• If your order arrives damaged, please email sales@melangepaints.com within 24 hours of delivery.

• Please include your order number, photos of the outer shipping box, packing materials, damaged item, label, and any visible leakage. These details help us evaluate the issue and, when appropriate, support a carrier claim.

• We do not replace cans or jars with minor dents, dings, scuffs, cosmetic imperfections, or leakage under 1 ounce. These are considered superficial or minor transit issues and do not affect the usability of the product.

• Damage claims reported after 24 hours may not be eligible for replacement or resolution.

Missing or Incorrect Items

• If you believe your order is missing an item or you received the wrong item, please email us within 24 hours of delivery with your order number and photos of everything received, including the packing materials.

• We will review the order and packing details and help correct confirmed fulfillment errors.

Temperature & Storage

• Paint should be stored at room temperature and protected from freezing, extreme heat, and prolonged direct sunlight.

• Please bring packages indoors promptly after delivery. Mélange Paints is not responsible for product damage caused by packages being left outside in extreme temperatures after delivery.

Promotions, Discounts & Price Adjustments

• Promotions, if offered, are valid only during the stated promotional period and cannot be applied retroactively to past orders.

• We do not offer price adjustments on previously placed orders unless specifically stated in the promotion terms.

Wholesale & Retailer Orders

• Wholesale and retailer orders may be subject to separate terms, minimums, ordering procedures, shipping policies, and damage-reporting requirements.

• If you are an approved retailer, please refer to your current wholesale terms or contact us at sales@melangepaints.com for support.

Mélange Paints may update these policies from time to time as our products, services, and operations evolve.

The policies in place at the time of purchase will guide order handling whenever possible, unless a change is required for operational, legal, or carrier-related reasons.

Questions?

Email sales@melangepaints.com