Shipping policy
This policy covers shipping, delivery and transit. It does not address product performance or results, which are covered by our Refund Policy and Terms of Service.
Free Shipping
Direct Colors offers free shipping on qualifying orders over $499 within the contiguous United States. Free shipping does not apply to:
- Orders under $499
- Freight shipments
- Orders shipping outside the contiguous United States
- Orders requiring special handling or additional carrier services
Trial Kits ship free within the contiguous United States.
Order Processing and Same-Day Shipping
Orders placed before 12:00 pm CST, Monday through Friday, are typically shipped the same business day. Same-day shipping is not guaranteed and may be affected by order volume, product availability, hazmat handling requirements, weather, carrier delays, or other circumstances outside of our control.
Orders placed after 12:00 pm CST, on weekends, or on holidays will typically ship the next business day. Once an order has shipped, delivery timing is controlled by the shipping carrier.
Expedited Shipping
Expedited shipping generally delivers Monday through Friday and is subject to carrier availability. Some products are not eligible for expedited shipping due to hazmat, carrier, or product-handling restrictions, including:
- Antiquing™ Stain
- EverStain™ Acid Stain
- DecoGel™ Acid Stain
- Portico™ Paver Stain
- EasySeal™ Concrete Sealer
- EasySeal™ Repair
- EasyTint™ Tinted Sealer
- NoStick™ Release Agent
- Vibrance™ Dye Trial Kit
Hazmat Orders
Some Direct Colors products are classified as hazardous materials for shipping purposes. Orders containing hazmat materials may require special handling and may have delivery restrictions.
Hazmat orders delivered to residential addresses may require a signature from someone 18 years or older. Please ensure someone is available to receive the package. If a package cannot be delivered and is returned to Direct Colors, additional shipping or handling fees may apply.
Freight Shipments
Some large or heavy orders may require freight shipping. Freight shipments are excluded from free shipping promotions.
If additional freight services are requested or required, including lift-gate service, inside delivery, limited-access delivery, residential delivery, appointment delivery, or re-delivery, the customer is responsible for any additional carrier charges.
Delivery Address Changes
Please review your shipping address carefully before placing your order. Address changes after shipment may not be possible and may result in additional carrier fees. Direct Colors is not responsible for delays, failed delivery, or additional charges caused by an incorrect or incomplete shipping address provided at checkout.
Reporting a Transit Problem
Contact Direct Colors Customer Service at cs@directcolors.com with your order number as soon as you become aware of a problem. Reporting deadlines are set out under each heading below. These deadlines are short because carrier investigations depend on prompt reporting, and a carrier will not investigate a stale report.
Damaged shipment
Report within 15 days of delivery. Provide your order number together with clear photos of the damaged goods, the packaging and box, and the shipping label. Direct Colors will ship a replacement for the damaged goods at no charge.
Order lost in transit
Report within 15 days of your shipping confirmation. Provide your order number. Direct Colors will contact the shipping carrier to open an investigation. The carrier has up to 10 days to respond. If the carrier determines the package is officially lost, Direct Colors will ship a replacement at no charge. If the carrier determines the package was delivered, see below.
Shipment shown as delivered but not received
Report within 15 days of the delivery date shown by the carrier. Provide your order number. Direct Colors will contact the shipping carrier to open an investigation. If the carrier determines the package was delivered, you will need to file a claim directly with the carrier: contact the carrier by phone, provide the tracking number, and request that a claim be filed. If approved, most carriers provide only partial compensation. Direct Colors may, at its discretion, offer a discount on a replacement order placed within 20 days of the original purchase.
Cold weather and frozen product
Water-based products may freeze during transit when temperatures are below 30°F. If a product arrives frozen or partially frozen, contact Customer Service within 24 hours of delivery with your order number and photos of the product. This shorter window applies because it is not possible to establish after the fact whether a product froze in transit or after delivery.
During cold-weather months, customers should monitor tracking closely and bring packages indoors as soon as possible after delivery.
Shipping Times for Outbound Orders
Shipping Outside the United States
Ground shipping may be available outside the United States, but additional shipping charges, duties, taxes, customs fees, brokerage fees, or import charges may apply. The customer is responsible for any duties, taxes, customs fees, or import-related costs required by the destination country.
Questions
Contact Customer Service at cs@directcolors.com or 405-275-6657 with any question about an order in transit.
This Shipping Policy forms part of our Terms of Service.
