FAQ About Ordering

Question: I really want place my order over the phone, can I do this?

Absolutely. We understand some people don't like to order online and feel more comfortable talking to a person over the phone and we're happy to do so.

You may request our phone number or a call back from us by filling out the Contact Form and leave a short message regarding what you are looking for, online form found here. 

Question: Can I special order Epifanes custom paint colors?

**NOTE - Epifanes tinting machines were damaged during a storm event in January of 2023. Custom tinting for all paints will not be possible until replacement equipment is installed. Current ETA is late Spring / early Summer 2024 but possibly sooner. This message will be deleted when tinting will be possible again.**

Yes! Nobody does colors like Epifanes!

Epifanes Mono-urethane, Poly-urethane, Yacht Enamel and PU Speedcoat can be custom-mixed from a dazzling palette of 450 colors, which includes Epifanes Yacht Enamel and Mono-urethane colors, competitors’ colors, and RAL Classic colors.

There is a 15% service charge for custom paints. Once an order for a custom paint color is placed with Epifanes, it cannot be cancelled or refunded, no exceptions.

Custom paints typically ship in 1 to 3 weeks so plan ahead and order correct quantities.

You may contact us with your questions by filling out the Contact Form, found here.

Question: I can't find my order confirmation or tracking info, where is it?

Order confirmations are typically emailed within a few minutes of placing an order. If you do not receive a confirmation shortly after ordering, it is likely in your mail servers Promotion or Spam folder, please check there.

Tracking info is also emailed once items leave our warehouse. Orders typically ship within 1-2 business days. Tracking info is often placed in Promotion or Spam folders.

Question: I have technical questions, can you help?

We want you to have all the information needed to help you achieve the best paint finish possible. Most of this information can be found on our website.

Answers to most questions can be found by simply reading a products technical data sheet, found here.

The Epifanes catalog is expansive but we offer detailed suggestions on how to choose a clear varnish system, found here, and how to choose a color paint systems, found here.

We also offer in-depth descriptions on how to achieve a perfect paint finish, found here.

For those that like to watch video tutorials on how to paint and varnish, you can find a collection here.

We will do our best to help provide general advice but all the information required to successfully complete a project are found in the Epifanes technical data sheets and tips listed above.

You may contact us with your questions and we will do our best to find the answers by filling out the Contact Form, found here.

For answers to questions beyond the available resources provided or our expertise, it would be best to contact a member of the tech support team at Epifanes North America in Thomaston, ME, directly at 207.354.0804.

Question: How quickly do you ship out orders?

Usually pretty quickly, most in stock orders ship within 1-2 business days from our MA warehouse. Backordered items may take an additional 1-3 business days to fill. For details, please see our Shipping Policy page, found here.

Question: I need my order overnighted or rushed, can you help?

Unfortunately, no, we cannot.

Most Epifanes items are HAZMAT and cannot ship air under any circumstances, only ground. If you need an item quickly, please contact us to see if we have the item readily available and if one of our carriers may be faster to get items to you. You may contact us with your questions by filling out the Contact Form, found here.

Question: I'm local to Cape Cod, can I pickup my order?

Absolutely and we will refund the shipping charges.

Please contact us in advance if you would like to pickup your order so our warehouse can confirm availability and have it ready for you. You may contact us with your request by filling out the Contact Form, found here.

Please note our warehouse is not a retail store and will not be able to accommodate walk-in visits without making an appointment in advance.

Our warehouse is at 180 State Road, Unit 3L, Sagamore Beach, MA 02562. We are approximately 10 minutes South of the Cape Cod Canal Bourne Bridge.

Question: Where do items ship from?

The majority of items ship from our Sagamore Beach, MA warehouse. In rare situations, e.g. very large bulk orders, we may be able to drop ship directly from Epifanes North America, Thomaston, ME warehouse.

Question: How long will it take a package to get to me once shipped from your warehouse?

Once packages leave our MA warehouse, they will arrive to locations in the Northeast & Mid-Atlantic within 1-2 business days, Midwest & Southeast 2-3 business days and Texas & the West Coast 4-5 business days. For detailed outbound shipping maps, please see our Shipping Policy, found here.

Question: Why should I pay for premium shipping option if a discount shipping rate is available?

Excellent question. We sometimes offer a promotional flat rate discount shipping option and we subsidize the actual cost to ship items. This is a great way to save money and we will work diligently to process and ship your order.

However, customers that choose a premium shipping service will be processed first and moved to the head of the shipping queue; this can often shave off one or two days during our busy seasons.

Question: I ordered the wrong color or product, what do I do?

Contact us immediately with your concern by filling out the Contact Form, found here. As long as you reach out to us right away, we should be able to easily correct this for you.

If item has already shipped from our warehouse or has been delivered, please see our Return and Exchange Policy, found here.

Question: I provided the wrong shipping address, what do I do?

Contact us immediately with your concern by filling out the Contact Form, found here. As long as you reach out to us right away, we should be able to easily correct this for you.

If item has already shipped from our warehouse or has been delivered, please see our Shipping Policy, found here.

Question: BuyEpifanes messed up and sent the wrong item, what will be done so I can get the correct item(s)?

Contact us right away with your concern by filling out the Contact Form, found here. We will send a pre-paid return label and reship the correct item to resolve the issue.

We may require your credit card information to keep on file in the event that items marked for return are not shipped back to us. We will not process payment on the card unless there is a failure to return items. 

Question: My items arrived damaged, can you help?

In the rare event that items are damaged and leaking, move contents to an outside vacated area and contact us right away with your concern by filling out the Contact Form, found here.

Damaged items will need to be documented with pictures and provided to us. We will replace the damaged item to resolve the issue.

Please note, slightly dented and dinged cans are a normal occurrence with shipping paints and not considered damage.

Question: I only received part of my order, where is the rest of my order?

We sometimes will ship partial orders if some items are on backorder. Backordered items typically ship within 3 days. You will not be charged again for shipping for any backordered items.

Question: My package seems lost in transit, what do I do?

In the unlikely event that your package is lost in transit, please contact us right away by filling out the Contact Form, found here. We will contact the carrier  to resolve the issue and replace and reship if necessary.

In some rare situations, UPS or FedEx may be holding your package at a customer pickup / access point. If your item is being held by UPS or FedEx, you must contact the carrier to arrange for pickup or redeliver.

You can contact UPS customer service 800-742-5877 and FedEx customer service 1-800-GOFEDEX (463-3339) directly to see if they have more information. You will need to reference the tracking number provided for your shipment. 

Question: My package shows it was delivered but I can't find it, what do I do?

Please carefully look around your property to make sure the carrier did not leave the package in a different than normal location.

If your package is shown as being delivered but has not arrived, you must contact the carrier to report the missing package issue. Once a package has been shown by the carrier as being delivered and signed for by recipient at the address or the carrier, we cannot do anything until you contact the carrier to report the issue and open up a missing package case file. Often times, the carrier mistakenly delivers a package to a neighbors location and can quickly be located and redelivered the following day.

If a package cannot be located and once you have logged a missing package report with the carrier, we can then work to replace the package and file a missing package claim with the carrier. Please contact us right away by filling out the Contact Form, found here.

You can contact UPS customer service 800-742-5877 and FedEx customer service 1-800-GOFEDEX (463-3339). You will need to reference the tracking number provided for your shipment. 

Question: Is my credit card information safe?

Yes. We actually never see your credit card information. All orders are processed securely through Shopify Payments using PCI compliant servers and data encryption and accept Visa, Mastercard, AMEX, Discover and ApplePay payments.

We also accept PayPal for those that do not wish to use a credit card and PayPal offers superior protection for customers.