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 70 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
Click on each question below and the answer will
be provided to you underneath that question.
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
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
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
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: Our current manufacturer’s recommended retail
price list can be downloaded from our website.
This link is located at the footer (bottom) of our
website, just below the heading; Our Retail
Partner. This link does appear on all pages so
you will be able to downloaded it at any point
while on our site.
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
Q: Can you provide in-store demonstrations of
A: We are currently developing a demonstration/
education program. Details will be provided in
our newsletter as the program rolls out.
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
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.
Q: Do you sell the cute soft-toy armadillos I see on
A: Would you sell your children? (No answer
Q: How do I contact your sales department?
A: Please use the “contact us” section of the
website and note that your communication
is for the attention of the sales department.
Q: I have serious problem with your company and
want to speak to somebody in authority about it.
How do I do that?
A: Our philosophy is to say “yes” whenever we can
and we empower our staff to make most decisions
without recourse to senior management so we
hope it never comes to that. However, everybody
at Armadillo up to and including the President is
accessible to you. If you feel the need to go to the
top please use the “contact us” section of the
website and note that your communication is to
be passed to the President who will personally
respond as soon as possible.