FAQ

• Under 6 samples: $5 Lettermail (slowest shipping option. Typically takes about 1-2 weeks for delivery, but around holiday seasons, can take up to three weeks). Untracked mail. 
• 6-11 samples: Free Lettermail shipping
• 12 + samples: Free Expedited shipping (3-7 business days to most places)
• At any point, Expected shipping can be purchased for $10.99. 
• At any point, Xpress shipping (1-3 business days) can be purchased. This is calculated based on distance and package weight/size.

PLEASE EXPECT DELAYS THROUGH CANADA POST SHIPPING.

WE ARE UNABLE TO GUARANTEE TIMELINES ON SHIPPING AS THESE ARE ESTIMATES PROVIDED TO US BY CANADA POST. WE MAKE EVERY EFFORT TO GET PACKAGES OUT FROM OUR FACILITY IN A TIMELY MANNER, BUT CANNOT CONTROL THE MAIL SYSTEM, THEREFOR WE CAN NOT OFFER REFUNDS DUE TO DELAYED PACKAGES/PACKAGES THAT EXCEED THE TIMELINE ESTIMATES. 

How do I use my Hello Paint sample?

Our samples are easy to use, simply peel the backer and apply to any surface. The pressure sensitive adhesive makes them easy to place and reposition. If placed on clean surfaces they can be reapplied dozens of times before replacement is necessary. Avoid using on freshly primed or painted surfaces that haven't had proper time to cure as damage may occur. 

How are these made?

These are a handmade product, which means that while we do our best to ensure quality control and consistency, there still may be the occasional fleck, or textural variation, etc. It is not a machine-produced product, so no two will be exactly the same. 

I can't find the colour I want?

*Please note, we've indefinitely paused our "custom colours" option* If you use the Search function and cannot find the colour you'd like to order, please use the "Create a Custom Colour" option. This simply means your colour is painted on demand, and then that colour is added to our website for the future. The cost is the same as colours already in inventory. Please note, we are still only doing FULL STRENGTH/UNALTERED paint colours in the Benjamin Moore + Sherwin Williams brands. 

BENJAMIN MOORE CSP COLOURS:

Please note, the Benjamin Moore CSP labelled colours, will most likely have what appear to be "water spots" on our samples. We've done multiple variations and tests with the Benjamin Moore CSP colours, and have the same affect every time with spots appearing on the samples as the paint dries. This does not occur with any other colours, and appears to be a reaction to this specific paint formula on the vinyl we paint on.  It does not affect the samples other than the appearance, but purchasing a CSP sample means it will most likely have some spotage on them. 

How long will it take to ship my order?

We ship all in stock sample within 24hrs of placing your order during the week. If your sample is not in stock it will be shipped within a 2-3 day window (not including weekends). If an order contains both in stock and out of stock items the order will be shipped once all the out of stock items are produced.

Please note that Canada Post does not move parcels on the weekends, so while we will do drop offs of product ready for shipping on Saturdays, it will not move from Canada Post until the following Monday. 

How long will shipping take?

 While we make every effort to get orders out the door as quickly as possible, unfortunately, we cannot control Canada Post shipping timelines. Delivery standards for Oversized Lettermail (which most packages ship out as), set by Canada Post, is "2-4 days to most major centres within Canada". However, we've been experiencing it taking up to TWO FULL WEEKS for orders to arrive, particularly out East. If you need your order faster or by a certain deadline, we do have paid shipping options which can expedite the shipping timelines. During holiday seasons, expect delays from above stated shipping guidelines. Refunds cannot be provided for product not arriving in time for projects or due to mail delays. 

Where do you ship?

We ship samples everywhere in Canada and the United States.

How is my order shipped?

Domestic packages of nine samples and under are shipped oversized letter mail without tracking via Canada Post. Over 12 samples are shipped Expedited Parcel with a tracking number. United States packages ships via oversized letter mail.  

Please note, we cannot control Canada Post shipping timelines and during times of larger volumes (holidays, Black Friday sales, COVID-19, etc) Canada Post often experiences significant time delays. 

Can I pick up my order?

No, we are no longer offering Local Pick Ups at this time. 

Can my order be cancelled or refunded?

We are not offering cancellations at this point. Refunds can be provided for damage claims, or due to lost packages in transit (on a case by case basis). Refunds cannot be provided for product not arriving in time for projects.

What if something arrives damaged?

The only thing more important than getting your order right is making sure it arrives in mint condition. We ask that all customers check their package upon arrival and notify us of any problems within 2 days. Documenting damage is vital, so take photos and save all packing material. Please note: Any physical damage to the outside of packaging must be photographed and reported to sayhello@hello-paint.ca. All damage claims are void if not reported to Hello Paint within 2 business days of delivery.

What paint is used for the samples?

All samples are painted in an eggshell base product.

All our paints are purchased from and tinted by their respective brands. We ensure that the tinting machines are calibrated regularly, and colour check our samples often to ensure colour accuracy.

Where can I use my samples?

Your samples can be placed on many surfaces such as plain drywall, painted drywall, over cabinetry, on some wood + veneer surfaces, or whatever you're looking to paint or compare colours to!  We've had great results with no damage being done to surfaces we've tested. That said, care should be taken with newly painted or primed surfaces + other delicate areas (such as chipped or peeling surfaces), or plaster walls however. We bear no responsibility if damage occurs as there are factors out of our control why this could occur, but shouldn't happen when used properly. 

Will the colours be consistent with my local store?

Accurately representing colours is our number one priority, as colours are our business, we take this very seriously. We make every possible effort to ensure that every sample that leaves our facility is accurate in colour and sheen. With that being said, there are inaccuracies within tinting machines being used across the country. These machines need to be calibrated frequently to ensure accurate tinting. Furthermore, the swatch cards you receive from paint stores are painted with a special lacquer and can sometimes differ in the final representation to painted swatches and walls.

Bases, sheen, paint brand, etc, are all factors that can affect final colour as well; paint is a tricky thing! We do our best to aim for accuracy, but at the end of the day, the swatches are a representation of what the paint colour should be, but there may still be differences to your final painted project/product due to many different factors involved. 

For more information on colour, tinting, and quality control check out our blog.