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Our Customer Service team is at your disposal

to answer product related questions and questions regarding any aspect of doing

business with us.

 

Here at Armadillo Art & Craft we have over 160 years of combined experience in the art materials industry and pride ourselves on our ability to answer most product related questions immediately. However, we do have an extensive product range and sometimes we need to

contact the manufacturer to resolve more technical issues. In such cases we will do our

best to provide you with an answer in one to

two working days.

 

 

Frequently Asked Questions

Each question below, in dark grey, has the answer directly underneath it, in light grey.

Q: Do the products you supply all comply with

     applicable U.S. and Canadian regulations?

A: We take this very seriously and work hard with

    our vendors to ensure that they do.

Q: Why do some of your products have English

     as a “second language” on the label?

A: Certain of our vendors use their native                     language as the first language on the label

     but English translations are always listed too.

Q: I read somewhere that Old Holland is packed

     in lead tubes. Is this correct?

A: No, originally paints were packed in lead tubes

     as lead was the material the first collapsible           tubes were made from. Due to toxicological           concerns, most if not all manufacturers

     including Old Holland changed to aluminum     

     tubes many years ago.

Q: What is the shelf-life of the paints you supply?

A: Unopened acrylics, oils and watercolours have

    an almost indefinite shelf life if stored in     

    normal conditions. Once opened the shelf-life   

    will depend on the conditions of storage and   

    will be shorter for water-based products.

Q: I have seen oil staining on some boxes of oil 

     paint. Does this mean the product is defective?

A: No, many paints (particularly those with high

     pigmentation) will “relax” after milling and

     release a little oil. Although this may detract

     from the appearance of the box the paint

     itself is unaffected.

Q: Are all the colour products you sell lightfast?

A: As a general statement, yes, they are but not

    all to the same degree. Please consult the

    information on our website and/or in product

    literature specific to each brand to get

    detailed information.

Q: Will you replace defective products?

A: We stand 100% behind every product we sell

    and in the unlikely event you receive a product

    which is proven defective we will replace it

    without question or hesitation.

Q: Do you stock spare parts for airbrushes

     and compressors?

A: Yes, we stock the most commonly called-for

    parts. Please contact us as the need arises.

Q: If an airbrush, compressor or air filtration unit       fails during the warranty period will you   

     replace it?

A: If the failure is due to a manufacturing defect   

     we will repair or replace the unit at our option.

Q: My customer complained that the unprinted   

     border around ColourFix paper had “splashes”

     of colour on it. Is this a defect?

A: No, the manufacturing process is such that this

     may happen. The border is almost always cut   

     off or covered by the matting process so this is

     not considered a defect.

Q: What is the latest time I can send you an order

     if I want it shipped “same day”?

A: If we receive an order by 2 pm Eastern with a

     request for “same day” shipping we will do our

     best to accommodate the request however,

     depending on workload and the size of the   

     order this cannot be guaranteed. This

     accommodation is provided as a courtesy   

     service in specific cases so to be fair to other

     customers who’s orders may be delayed please

     do not abuse it.

Q: Do you have a newsletter?

A: Yes, you may sign up to receive it here on

    our website.

Q: If I sign up for your newsletter will you   

     bombard me with “junk” emails?

A: No, we will only email you with information

     and news that we believe pertinent and only

     at reasonable intervals. You can be removed

     from our email list at any time by selecting the

     “unsubscribe” link at the bottom of the email.

Q: Do you sell products direct to the public?

A: No, we only sell through bona-fide wholesale

     and retail resellers.

Q: What are your terms and conditions of trade?

A: Please contact us for this confidential   

     information.

Q: How can I get a copy of your price list?

 

A: Please contact us and we will be happy to 

     provide you with our full recommended retail

     price list.

Q: Do you have any kind of sampling program?

A: Yes, samples of certain products can be

     provided in appropriate quantities against

     a specific request. Please contact us for

     further information.

Q: Can you provide in-store demonstrations of

      your products?

A: We do not offer a corporate program at
     this time but will be happy to discuss

     sponsoring programs that our customers
     may develop locally
.

Q: Can I order through your website?

A: Not at this time although that facility may be

     made available in the future.

Q: What would my trade discount from your

     retail prices be?

A: It will vary by product line and we do not make

     that confidential information available on our

     website. Please contact us for further   

     information.

Q: Do you keep information regarding our   

     business together confidential?

A: Yes, completely.

Q: If I want you to use my UPS/FedEx etc. account

     for any shipping charges can you do that?

A: Yes, we can process “collect” or “third party

     billing” as required.

Q: Do you add a “premium” to freight charges?

A: No, we charge you what the carrier charges us

     so you benefit from any special discounts we

     may have in place.

Q: It’s only 4 o’clock and nobody is answering   

     your phones. Why is that?

A: Probably because you are not located in our

     time zone. Our office is open from 9 am to

     5 pm, Monday through Friday, Eastern time

     excluding most U.S. public holidays.

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