Answers to common questions about ordering, shipping, delivery, returns and samples. See all FAQs.
Where do you ship, and how much does shipping cost?
We ship orders within the United States by UPS. Shipping rates are calculated from your package's weight, size and destination, and UPS may add fees such as a residential or remote-area surcharge. For shipping outside the U.S., email Support@JamesAlexanderPaint.com.
Do you ship to Canada or Puerto Rico?
Yes. James Alexander Limewash can be shipped direct to Canada, and we offer expedited shipping options to Puerto Rico. Please email Support@JamesAlexanderPaint.com before ordering to confirm shipping options for your address.
Who pays customs, duties or import fees on international orders?
You do. The purchaser is the Importer of Record and is responsible for customs clearance and all tariffs, duties, fees and charges for importing the order.
How long will it take to get my order?
Orders typically take 1–3 business days to fulfill, plus UPS transit time. UPS Ground typically takes 1–5 business days, 2nd Day Air arrives by the end of the second business day, and Next Day Air by the end of the next business day. UPS does not count Saturday or Sunday as business days, so Next Day Air shipped on a Friday usually arrives Monday.
Where is my order? Can I change or cancel it?
Once your order ships, we email you a tracking number; please allow 48 hours for tracking to show up. Our chat assistant can't see orders, so for order status, changes or cancellations, email Support@JamesAlexanderPaint.com or call 855-695-5333 with your name and order number. Orders can be cancelled before fulfillment; cancelling after fulfillment has a 15% restocking fee, and shipped orders must go through our return process.
Can paint freeze during shipping in winter?
Yes. In cold months shipments can be exposed to freezing temperatures, so we strongly recommend adding warming packs to your order. We cannot replace or refund products shipped without warming packs that are damaged by freezing.
Cold weather shipping notice →
What if my order arrives damaged or wrong?
Please inspect your order when it arrives and email Support@JamesAlexanderPaint.com right away if anything is damaged, defective or incorrect. We will review the issue and make it right where appropriate.
What is your return policy?
Unopened, unused products in their original packaging can be returned within 30 days of delivery. A 25% restocking fee applies. Email Support@JamesAlexanderPaint.com to start a return; if approved, we send a return label. Returns sent without approval are not accepted.
What can't be returned? Do you offer refunds or exchanges?
Sample jars, hand-painted color cards, 3.5 gallon containers, bulk or palletized orders, and any product with a removed or altered tamper sticker are final sale. Approved refunds cover the product price only (not shipping) and go back to your original payment method. We do not offer exchanges.
Do you sell samples?
Yes. We offer 4-ounce Limewash and Modern Lime Paint sample jars, plus 3" x 4" hand-painted limewash color cards. Samples are final sale.
Where are your paints made, and can I buy them in stores?
We are a Kansas City-based company, and our lime paints are made in small batches in the USA. We sell direct to customers through our website and online shopping channels.
Can I order large quantities or a pallet?
Yes. Bulk orders that need pallet (freight) delivery are handled by custom invoice with freight costs and delivery terms. Bulk orders are final sale; inspect pallets before signing and report damage within 48 hours.
Do you offer trade or pro accounts?
Yes. Professionals can apply for a trade account online, and our trade account tiers are listed on our website.
Do you have a rewards points program?
Yes. Program details are on our James Alexander Points page.
Still have a question?
Our team is happy to help, Monday–Friday, 8 am–4 pm CST, at Support@JamesAlexanderPaint.com or 855-695-5333.
