We know you will love your paint and products and we are so thankful to be your paint provider!
Our goal at Redemption Road is 100% customer satisfaction.
Sometimes issues arise though, so we have put a few policies in place to help address common questions and possible problems.
Please take a minute to read below. We appreciate your respect and understanding of our policies--they help ensure we can continue to serve all of our customers well!
At this time we only ship within the United States. We do not offer international shipping.
Orders are shipped Monday- Friday, via USPS Priority, First Class Mail, or UPS Ground, with a tracking number provided for your convenience via email.
* Exception--Orders containing Stain & Finishing Oil or Fusion Gel Stain will ship UPS or USPS Ground ONLY, due to shipping restrictions on those products. Those shipment services can take up to 10 days to deliver. Orders to outlying US states or territories (Alaska, Hawaii, Puerto Rico, US Virgin Islands) may also ship via ground service and may take up to 16 days to deliver.
On free shipping orders, we reserve the right to ship via the most economical option and/or to cancel the order if no economical option is available.
At this time, most orders ship within 1-2 business days of being received.
We cannot guarantee a delivery date on your order and do not offer expedited shipping at this time.
Any order received after 3:00 pm (EST) on Friday will not be shipped until the following Monday.
If you have questions about the status of your order, please check the tracking number first before contacting our customer service. Our system sends automated emails with tracking numbers once your order has shipped--please check your junk mail folder if you do not see your email!
We do our best to charge fair shipping costs. All Fusion Mineral Paint products ship under our 3-tier flat rate system. The more you order, the better the shipping cost per item!
We reserve the right to combine multiple orders in our system from the same customer, and also the right to ship $100+ orders the most economical route available. This helps us be able to fight rising shipping costs and maintain our $100+ free shipping discount--thank you for understanding!
ADD ONS, ERRORS, AND CANCELLATIONS
Please check your cart carefully before checking out, as we cannot add extra items onto your order once it is complete.
If you did forget an item, please place another order. If we are able to ship your two orders together, we will refund you $5 from any shipping costs paid on your second order.
We will not honor requests to add-on to $100+ orders in order to receive additional free shipping. Please place a second order as described above.
Please also double check your shipping address to make sure it is correct. We rely fully on our customers to enter their address correctly, as our system auto-fills the shipping label with whatever a customer enters.
If your order is returned to us because of an incorrect shipping address entered or because of another issue the shipping carrier encounters, we will charge a $10 redelivery fee to cover the cost of purchasing a new shipping label to re-ship your order.
If you do not wish to have your items re-shipped, we will refund your order minus the cost of the original shipping label.
If you wish to cancel your order, please contact us within 2 hours of placing your order to do so. Once your order has shipped, it cannot be cancelled.
DAMAGES & LOST / LATE SHIPMENTS
Unfortunately, once a package leaves our store and is with the shipping carrier, Redemption Road cannot be responsible for exactly what happens with it. We understand that frustrating situations can arise though, and we will do our best to work with you and resolve the following issues!
On rare occasions the post office drop kicks or body slams one of our boxes, and as a result you may receive a leaked product.
If you do receive a damaged order, please email email@example.com (including in the email a photo of the damaged product) to start the refund process. Please note a photo of the damaged shipment/paint is required to address the issue and any damage must be reported with 5 days of receiving your order.
You will then have the option to have the damaged paint replaced, or you can choose to keep the product and then receive a coupon for 30% off a future purchase of the same product.
Most of the time, while messy, only a teaspoon or two of the product has leaked and the remainder of the product is in perfectly good condition. We encourage you to please accept the coupon rather than request a replacement, as this will help us keep costs down for all our customers.
On even more rare occasions, the post office may lose a shipment. If there is no movement on the tracking ID (via USPS or UPS website) of your shipment after 14 days from purchase please contact us and we will begin the process of replacing your order.
**Updated 12/14/20** Due to the extreme delays the post office is experiencing as a result of pandemic-related staff shortages, we are temporarily extending our time until we send a replacement order to 21 days from purchase.
Please note sometimes there are issues with the Post Office tracking system. If the tracking shows your package as delivered but you are unable to find it, we cannot send out a replacement shipment until 7 business days have passed and the customer has taken steps to locate their shipment.
Quite often, boxes are delivered one street over, or to a neighbor, or show up in 1-2 days. If this happens, please take measures first to check with your local mail carrier or your neighbors. We highly recommend going to your local post office with your tracking information within 1-2 days, and asking the postal manager to help locate your box. You are the best advocate for your shipment!
If 7 business days pass and your box is still not located, please then contact us and we will begin the process of replacing your order.
We will accept returns of unopened, factory-sealed product within 30 days of original purchase date.
The customer is responsible for properly packaging and mailing the products back to us and all mailing fees that are incurred. The products must arrive at our shop undamaged in order for a credit to be issued to your account, so please pack carefully!
Please refer back to how your order was packed when you received it and recreate that packaging as much as possible. Paints must be completely secure inside the box and unable to move, or they will likely leak in transit which will make them ineligible for a refund.
Please ship your return to:
Redemption Road, 314 Oakmont Drive, Pittsburgh, PA 15229
Once we receive the product and confirm it is undamaged, we will credit back to your payment method the purchase price of the product.
Please note the cost of the shipping label purchased for your order will deducted from your total refund, as that is a cost we cannot reclaim once your order is sent. That includes shipping costs on $100+ "free shipping" orders.
For example, if your order is $125 and the shipping label we purchased to ship your order was $10, your total refund will be $115.
As a small business, we cannot afford to refund shipping label cost. Thank you for understanding.
If you would like to select a new product or color, please do so by placing a new order.
We do our best to offer accurate information and instruction on how to use our products, however we cannot ensure your project will go off without a hitch. DIY projects often involve trial and error, and the customer assumes a certain level of risk when working with paint and paint finishes.
With that understanding, we do not offer refunds for products that have been opened and used, or in situations where the product doesn't produce the specific color or look desired.
* Exception-- If you do open and use a product and feel that it may be defective, please contact us and we will address your concern. If we are able to determine there was a product defect, then we will refund you the cost of the product or offer a replacement.
GIFTS AND DECOR POLICIES
All gift, accessories, and decor products sold through our online store are final sale. We do not accept returns of gift, accessory, or decor items, so please choose your items carefully before checking out.
All residents of Pennsylvania will be charged the local sales tax rate on their orders, per state law. We're keepin' it legal ya'll.
You can contact our online store via the contact form provided, or by sending an email to firstname.lastname@example.org. Or by sending your queries/comments by mail to: Redemption Road 314 Oakmont Drive Pittsburgh, PA 15229