Grace Period
All orders at Portola Paints are custom made, including Portola standard colors and are therefore final sale. There is a grace period of 30 minutes to cancel or make changes to Local Pickup and Expedited Shipping (Standard Overnight, FedEx 2-Day, FedEx Saver, & FedEx International Connect Plus) orders. FedEx Ground and FedEx One Rate orders are not considered expedited and have a 2 business hour grace period to make changes or cancel. Lead time for FedEx Ground and FedEx One Rate orders is approximately 1-4 business days plus transit time. After the grace period, orders are final sale.

Please give us a call and email at orders@portolapaints.com using the same email address that the order was processed with to make any changes or cancel. 

Portola Paints is open M-F 8am-5pm PST and Saturdays 9am-2pm.

We encourage all customers to protect their shipment with ShipInsure. ShipInsure ensures replacement orders for approved claims for damaged, lost, or stolen orders. Portola Paints is not responsible for products that are frozen during transit since weather is uncontrollable or products that are stolen/lost if you don’t opt in for ShipInsure. Claims can be started through Shipinsure’s confirmation email received once an order has been processed. Damaged orders (mishandled packages by carrier) can still receive replacements given that our info@portolapaints.com receives proof of damage. Please do not throw away packaging/product until claim is filed as we may ask to provide additional photos of the package(s). There is a 14 day window from the time the package(s) arrives to file a damage claim. At this moment ShipInsure is not available with Shop Pay since it is an express checkout. Please allow 3-14 business days for claim resolution. 

Return Policy Information
All colors are made to order and therefore final sale. Only primers and sealers are eligible for returns. We do have a 14-day return policy, which means you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unopened, unused, and in its original packaging. You’ll also need the receipt. All returns must be approved before shipping and subject to a 25% restocking fee.

Expedited shipping orders are prioritized and we aim to ship them out the same business day given that payment is processed before 12pm PST. Orders processed after the cutoff time will be shipped out the following business day. Orders are delivered M-F by FedEx or UPS. Saturday deliveries are rare. If an Overnight shipping order is processed on Friday before the cutoff time, delivery should be expected the following Monday. 

FedEx One Rate Program
Sample orders are shipped out with FedEx’s One Rate 2-Day program. Even though transit is expedited with this program, it is not considered an expedited order. Lead time for FedEx One Rate orders is approximately 1-4 business days plus transit time.  If you would like for the order to ship out the same business day, please reach out to our customer service team to process a rush fee given that it is before the cutoff time. 

To request a return, you can contact us at orders@portolapaints.com and reference the original order number. Please note that returns will need to be sent to the following address: Portola Paints Warehouse, 13006 Saticoy Street, Suite 4, North Hollywood, CA  91605

If your return is accepted, you shall bear the shipping cost of the returned item(s). You can purchase the return label with us upon request. We will then send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at orders@portolapaints.com.

Damages and issues
Please inspect your order upon receiving and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Please check all packages upon arrival to ensure all items are not damaged.
There is a 14 Days window from time the package arrives to file a damage claim.

Non-returnable items
Examples of items that cannot be returned:

1. All tintable products are final sale. Each color is made to order and therefore final sale.
   
2. Used paint and used sundry items such as joint compound knives and brushes.
   
3. All samples are final sale. 

Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@portolapaints.com.