Facebook Twitter Google+ Instagram Houzz

Frequently Asked Questions

PAYMENT

How can I pay?

We accept most credit cards and also PayPal payments. In addition we can send PayPal invoices to customers. On occasion, customers pay by check, but we have to wait until the funds clear before we can ship the product.

Why did I receive an “Order Cancelled” notification?

Sometimes, if there is a delay in the verification process of your credit card (even seconds) it can trigger an “Order Cancelled” email being sent to you. If you receive this message but believe that you have successfully placed an order, please call us at 1-866-587-3586, or email us at inquiries@ecospaints.net.

Why do I have to pay through PayPal?

The answer is you don’t. PayPal is our payment processing company so they handle the exchange of funds. We accept most major credit cards for payments, and you can use any one of these at the checkout.

SHIPPING

How can I track my order?

We have a robust automated system in place to track your order every step of the way. After you checkout you will receive a series of emails to alert you as to the status of your order. These will all be sent to the email address that you provided at checkout. If you do not receive these, either the email address input was incorrect, or the emails have been placed in your spam/junk folder.

The emails you will receive are as follows:
1 - Order confirmation (Comes from us to inform you we received your completed order)
2 - Thank you email (A followup courtesy email from us)
3 - Shipping Notification with tracking number (Comes from us to give you a tracking number for your delivery)
4 - Order completion notification (Comes from us as a record that we have prepared your order for shipment).

If you selected the UPS Access Point shipping option you will receive two additional emails:
1 - Access Point instructions (Comes from us to explain the Access Point process)
2 - Package arrival notification (Comes from UPS to alert you that your package has arrived at it's destination).

How long will it take to receive my order?

We typically ship orders within 1-2 business days of receipt. Depending on your geography and shipping method chosen, it can take from 1-5 business days to receive your order. Inclement weather and holidays can add to this time. For general guidance, see the UPS delivery map here for details.

What if my order is damaged?

Any product that arrives visibly damaged should be refused at the time of delivery. Please contact customer service immediately at 864-587-3586, or email us at tech.help@ecospaints.net, so that a replacement product can be arranged.

Do you ship to Canada?

Yes. As you go through the checkout process online, when you arrive at the billing/shipping information page, change the Country setting to Canada, and then enter the rest of your address. The shipping rates you see on the shipping information page are set by UPS, and include all duties and fees.

Do you ship internationally?

Yes. As you go through the checkout process online, when you arrive at the billing/shipping information page, change the Country setting to the country that you want, and then enter the rest of your address. The shipping rates you see on the shipping information page are set by UPS, and include all duties and fees.

How do you ship your product?

All quart and gallon cans are shipped in specially designed packaging via UPS. Color collateral and sample jars are sent via the U.S. Postal Service.

How much is shipping?

Shipping costs can be calculated here. In addition, we offer a discounted delivery service to over 7,000 UPS Access Point locations in the contiguous 48 states, and your entire order ships for a flat rate of $9.95.

Why should I choose deliveries with “signature required”?

Signature Required shipping ensures that your package is left with a person who can vouch for its delivery, as well as store the product in a place where it is protected from theft and damage, as well as extreme temperatures or inclement weather.

What is an Access Point delivery?

With the Access Point Shipping method, you can have your order shipped to your choice of over 7,000 UPS Access Point locations in the contiguous 48 states, and the entire order ships for a flat rate of $9.95. There will be a code (D2R) in the bottom right corner of the shipping sticker. This code is meant to be treated as an Access Point shipment, and no receiving fee is to be collected from you. Since we subsidize this method of shipping, no other discounts or discount codes can be used in conjunction with Access Point.

How long will the Access Point hold my package?

It is UPS Policy for Access Point shipments to be held for up to seven (7) business days and then be returned to the sender. Additional fees will be required to re-send any package that has been returned to ECOS Paints.

TERMS AND CONDITIONS OF SALE

What is your return policy?

All products are made to order. As such, orders cannot be cancelled once produced and we cannot accept product that is returned. If you are dissatisfied with your order in any way, please call 866-587-3586, or email orders@ecospaints.net. Shipping charges are non-refundable.

What is your policy on exchanges?

All sales are final upon receipt of order, unless otherwise specified. Therefore, we cannot process exchanges for ECOS Paints orders.

What is your policy on damaged goods?

Any product that arrives visibly damaged should be refused at the time of delivery. Please contact customer service immediately at 864-587-3586, or email us at tech.help@ecospaints.net, so that a replacement product can be arranged.

HOW AND WHERE TO BUY

Can I buy your product in stores?

We have a small number of retailers who stock a range of our standard products (typically stain and varnish). We are primarily an online business, and all of our tinted orders are fulfilled and shipped from our manufacturing facility in Spartanburg, SC. Visit our Store Locator on the website to see a list of our retailers’ locations.

What is the easiest way to choose colors?

You can purchase one of our fan decks containing all 1,320 of our standard colors from the website, or order from our Free Sample Chip portal on the website. You can enter up to four per submission. We also match competitor’s colors and maintain an extensive color library for this purpose.

Do you ship to Canada?

Yes. As you go through the checkout process online, when you arrive at the billing/shipping information page, change the Country setting to Canada, and then enter the rest of your address. The shipping rates you see on the shipping information page are set by UPS, and include all duties and fees.

Do you ship internationally?

Yes. As you go through the checkout process online, when you arrive at the billing/shipping information page, change the Country setting to the country that you want, and then enter the rest of your address. The shipping rates you see on the shipping information page are set by UPS, and include all duties and fees

How do I choose the free color chips?

Simply click on the Order Free Color Samples button on the right edge of the bar at the top of the home page to begin selecting your desired color chips.

Can I order by phone?

It is quicker to place your order through the website, as it gets to production faster. If you have issues ordering via the website, you can phone us during our normal Customer Service hours of 9am – 4pm, Eastern Time, M-F, toll free at 866-587-3586, extension 1002, to place your order.

What are your business hours?

Normal Customer Service Hours are 9am – 4pm, Eastern Time, Monday through Friday. You can phone us toll-free at 866-587-3586, or send us an inquiry through the Contact Us link on the website.

How do I choose the product I need?

Click on the Shop button on the left edge of the bar on the home page. Then click through your choices on each successive page as it appears. To advance through each selection, click the Next arrow in the bottom right of the screen on each page.

COLOR QUESTIONS

Do you match other brands’ colors?

Yes. We maintain an extensive color library, and custom match a large proportion of our orders. In the unlikely event that we do not have a particular color in our library we will contact the customer and let them know.

How do I choose the free color chips?

Simply click on the Order Free Color Samples button on the right edge of the bar at the top of the home page to begin selecting your desired color chips.

What is the easiest way to choose colors?

You can purchase one of our fan decks containing all 1,320 of our standard colors from the website, or order from our Free Sample Chip portal on the website. You can enter up to four per submission. We also match competitor’s colors and maintain an extensive color library for this purpose

PRODUCT QUESTIONS

Are your paints really no odor?

The vast majority of our customers do not detect any odors coming from the product, and certainly not the irritating and headache causing off gassing common with traditional coatings. However, we do realize the sense of smell is highly subjective, and we have had a very small percentage remark that they caught the whiff of something that they could not identify. For reassurance, if a customer is concerned, we are always happy to provide a small test sample first.

What is the difference between the various sheens (eggshell, matte, satin, gloss and semi-gloss)?

Different sheens are recommended for particular areas based on the need for washability, durability, environment and aesthetics. Matte and eggshell are great for walls and ceilings. Eggshell and Semi-gloss are recommended for higher moisture areas such as bathrooms and kitchens. Semi-gloss and Gloss are ideal for trim, furniture and accent pieces. In terms of how shiny the finishes are, from least to most ascending order: matte, eggshell, satin, semi-gloss and gloss.

How long does ECOS WoodShield Floor Varnish take to dry?

The complete cure time for ECOS WoodShield Floor Varnish, sufficient to move furniture back into a room, is typically 48-72 hours (depending on the humidity and temperature conditions in the building). We recommend not to slide furniture around, as water based coatings dry to the touch quickly but normally require 5-7 days to truly harden. If moving furniture back into a room after just 48 hours, use good judgment with respect to heavy items, and certainly do not slide objects around.

HEALTH AND SAFETY

Can your products be used on children’s furniture (crib) or toys?

Products with ASTM-4236 or EN-71-3 certifications are designed for use on children’s toys. You can find general information about these tests here, and specific results on the respective product pages.

Do you make zero VOC products?

Yes. We have a wide array of tests and certifications for the VOC content of our products, and results for each individual coating can be found on its product page under the Data Sheets tab. For a general description of the various tests and their limitations, please visit here.

Do you use MIT/BIT?

We do not use MIT/BIT, mildewcides, or other biocides in our products. In addition, our products do not contain any of the antimicrobials that are on Kaiser Permanente’s banned list.

Can I use your product to cover smelly existing paint/varnish?

Our products are often used to mask the odor coming from existing coated surfaces. Excellent results have been achieved covering both freshly painted and older surfaces.

Is your paint Non-Toxic?

Our products have been affirmatively tested for conformance to ASTM-4236D toxicity standards. These standards are typically used for artistic and decorative products that can be used by children.

APPLICATION QUESTIONS

Do I need a primer?

Using a primer is always beneficial, but not always necessary. Typically a primer is recommended when you have a bare substrate, or multiple substrates that may have uneven absorption rates. This helps to seal the surface and provide an even hold out, allowing the finish coats of paint to optimize their respective sheens and have a uniform finish. Also, primers perform the function of bonding to a substrate/existing finish, and, in turn, providing a surface for the subsequent coats to bond well.
Repaints with ECOS can often be completed without the use of a primer, as the resins and formulations are of such a quality that the finish coats have the ability to obtain an excellent mechanical bond. Drastic color changes, or use of traditionally poorer hiding finish coats (deep jewel tones; bright, intense colors, etc.) are best completed when used over a good sealing primer or tinted basecoat.

How much product do I need?

Use our Coverage Calculator, which can be accessed on each individual product page to figure out how much paint you will need. Input the surface area measurements to determine the amount of product you will need. Each calculation uses the recommended spread rate of the product you have chosen which can also be found on the product pages.

How long does your product take to dry?

Our paints, stain and varnishes normally dry to touch in about an hour, and dry to recoat in 4-6 hours. Temperature and humidity can affect these times

How do I apply your product/do you have application notes?

Application Notes can be found on each separate product page under the tab How to apply.

When do I need to use a “Pre-Stain Conditioner”?

A pre-stain conditioner is used to ensure that wood stain takes evenly, increasing the beauty of the wood on which it is used. It is most often needed on soft woods which are prone to blotching, such as pine, fir and maple.

Can I use stone and tile sealer on polished stone?

ECOS Stone and Tile Sealer is not ideally suited to polished stone

PERFORMANCE QUESTIONS

How durable are your products?

Our products are as durable as any other brand’s comparable product. Many of our customers buy our products for high wear applications such as car parking deck markings, and railway platform yellow lines. Please contact us if you have any questions as to the suitability of a product for your project.

Will your product freeze?

Yes, like most coatings our products are susceptible to frost or freezing. We take great care in shipping our products, and employ several freeze prevention measures. If you suspect your product has frozen, please contact us at tech.help@ecospaints.net.

CERTIFICATION QUESTIONS

Where can I find certifications and transparency documents on your products?

All transparency and certification information can be found under the Data Sheets tab on each respective product page on our website. General details can be found at: http://www.ecospaints.net/testing-and-certifications.html

What is a Declare Label?

Declare Labels are issued by the International Living Futures Institute, and are earned for transparency of ingredients, as well as not using any of the almost 800 materials listed on their Red List of Chemicals of Concern.

Are your products Red List Free and Declare Labeled?

Our products are Red List Free and have Declare Labels. Details for each product can be found on their individual pages under the Data Sheets tab.

ECOS Paints

ECOS Paints is here to make your paint purchasing experience enjoyable and convenient. We are committed to creating and delivering premium-quality paints, varnishes, stains, primers, and more to our customers all around the world. Our products, including our award winning organic paint and stains, are designed specifically for people who can’t tolerate fumes due to chemical sensitivities. Each organic product is free of pesticides, herbicides, and fungicides. While we believe that our accredited paints and finishes are better for you and your household, we want you to know, too. Our beyond zero VOC philosophy means that each product by ECOS Paints comes with VOC test data and a complete list of ingredients so you can make an informed and environmentally responsible decision. To ensure a beautiful color and superior coverage, our products are made with pigments imported from Europe. Browse our color library to find the perfect hue for your next project. If you’ve got your eye on a color that isn’t in our palette, we’ll match it for free: simply enter the color’s details in our easy-to-use color matching form. Once you’ve found your ideal varnish, stain, primer, or organic paint, simply place your order and we’ll ship the product directly to your front door. Shopping for the world’s best paint has never been easier thanks to ECOS Paints!