We know you will love your paint and products and we are so thankful to be your paint provider!
Our goal at Lost & Found is 100% customer satisfaction. With a 5+ star approval rating on Facebook, we are well on our way!
Sometimes issues arise though, so we have put a few policies in place to help address common questions and possible problems.
Orders are shipped Monday- Friday, via USPS 2-3 day 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.
At this time, most orders ship within 1-2 business days of being received.
Any order received after 2:00 pm (CST) 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 and accurate shipping costs. All orders (with exception of digital products) ship under our 3-tier flat rate system. The more you order, the better the shipping cost per item!
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 get additional free shipping.
Please also double check your shipping address to make sure it is correct. If your order is returned to us because of an incorrect shipping address entered, we will charge a $10 redelivery fee.
If you wish to cancel your order, please contact us within 2 hours or placing your order to do so. Once your order has shipped, it cannot be cancelled.
On rare occasions the post office drop kicks or body slams one of our boxes, and as a result you may receive a leaked pint of paint.
If you do receive a damaged order, please email Melanie@LostandFoundDecor.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 have a refund issued.
You will then have the option to have the damaged paint replaced, or you can choose to keep the leaked pint and then receive a coupon for 30% off a future pint of paint.
On even more rare occasions, the post office may lose a shipment. If there is no movement on the tracking ID (via USPS website) of your shipment after 14 days from purchase please contact us and we will begin the process of replacing your order.
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. 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 prior to contacting us.
We will accept returns of unopened, factory-sealed product within 14 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 ship your return to:
Lost & Found, 106 S. Main St, Springdale AR, 72764
Once we receive the product and confirm it is undamaged, we will credit back to your payment method the purchase price of the product. If you would like to select a new product or color, please do so by placing a new order.
About returning Fusion pints . . . Remember that whole bit about paint leaking? Yes, it's hard to pack up paint properly and we would love to save you that hassle!
So please choose your colors carefully to avoid having to return paint later! Consider purchasing a tester size first or feel free to email us at Melanie@LostandFoundDecor.com to ask questions about colors before ordering.
All residents of Arkansas will be charged the local sales tax rate on their orders, per state law. We're keepin' it legal ya'll.