Golden Artist Colors takes pride in its commitment to responding to
customer needs. We are committed to producing tools that push the
boundaries in art and helping the creative community around the world.
Our commitment of quality to artists is not focused only on paint, but
is carried through the entire experience artists have with our product
Some customers have shared that our tube caps are not meeting their
needs because of breaks that occur at the top of the collar or caps that
split in two. While disappointed to learn that we are letting artists
down, we are grateful that our customers are so willing to share this
information with us.
Initial reports of breaking caps were not widespread and therefore, made
it challenging to identify the cause. Attempts to recreate failures were
initially unsuccessful. However, as the number grew, we established when
we purchased the tubes, which assisted the supplier in determining the
specific plastic used in our caps at that time. In the fall of 2009 we
changed the formulation of the plastic. Torque testing of the new caps
has demonstrated that this new plastic is more resilient and far less
likely to fail as a result of cracking or splitting near the collar, if
not entirely resistant to breaks under normal use.
We recognize that caps made with the new plastic will take some time to
circulate into the inventories of our retail partners. Should you
experience a failure with any of our caps, replacement caps are
available at no charge through Customer Service by calling
1-800-959-6543 or sending an e-mail to
. We always welcome feedback, so we'll be eager to speak with you if you
have specific questions about this issue or if you'd like to discuss
your experience further.