Customer Help

If talking to a real-life human is more your thing, you can reach our Customer Happiness Team via email (below).

How can we help?


Shipping, Returns & Exchanges

We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.

What is the shipping policy?

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns. For more info, please review our shipping policy.

Do you ship overseas?

Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout.

Where do I find my tracking number?

You will receive an email with tracking information once your order is fulfilled. If you haven't received it, please contact us at along with your order number and we will gladly provide you with the tracking number.

My shipment is delayed. What should I do?

Please reach out to your carrier for further assistance. Please note that once the Gaffrey Art Material package leaves our facility, we are unable to impact the delivery process. Rest assured, we will provide you with tracking information to keep you updated on its progress.

I put in the wrong address for my order. What should I do?

Please email us at as quickly as possible and we’ll see what we can do! If your order has already left our facility, you must contact UPS or USPS to reroute your order as we cannot facilitate the process once the package is out of our hands. 

It's not a guarantee your order will be sent back to our facility. In some cases, packages sent back to us arrive months later!

My shipment was damaged. Can I get a replacement or refund?

In the event of any damage to your order, we kindly request that you get in touch with us and provide both your order number and a comprehensive account of the damage. We are more than happy to arrange for a replacement of the affected items, or if you prefer, you can opt for a refund or store credit.

Can I return my order online?

When it comes to refunds, each case is individually assessed. We take great care in packing orders to guarantee their safe delivery by following established protocols. We regret to inform you that open containers cannot be refunded. However, we do offer refunds for all other art materials. If you wish to request a refund, please reach out to us via email so we can assist you accordingly. Once the refund is approved, we will send you a return shipping label via email. Please note that the shipping costs will be your responsibility.

International Shipping

We use all major carriers and ship worldwide with a few exceptions. You’ll be asked to select a delivery method during checkout. Please read our shipping policy for more info.

Do you ship to my country?

Without a doubt. Our shipping services cover most countries globally, with a few exceptions. The shipping rates will be automatically calculated during the checkout process.

Why are shipping rates so expensive?

The rates displayed during the checkout process are identical on our end. Taxes and fees are automatically calculated based on the specific requirements of your country. Unfortunately, as a small company, we are unable to collaborate with distributors, and our low order volume hinders our ability to negotiate rates with carriers.

Can I purchase locally or from other stores online?

Please note that we only sell our products through our website as a small business based in the United States. We do not support or endorse any third-party sellers, and we do not have any partnerships outside of our business. Therefore, it is important to only make purchases directly from our website to ensure authenticity and quality.

Can I purchase in my country's currency?

Indeed. Indicate your preferred currency within your shopping cart, found at the bottom.

Common Heavy Texture questions

Many of these answers can be deduced using common sense. There isn't a singular 'correct' or 'incorrect' method for utilizing our products. For the most part, each answer will be in the affirmative. Acrylic paint is widely considered the most versatile medium for artists. Despite its novelty, our acrylic paints share similar qualities and behavior as established professional brands. Experiment, fail up, and don't be afraid to try new things!

How long does Heavy Texture take to dry?

Drying time depends on humidity, temperature, and paint thickness. It typically takes about 30 to 60 minutes for the paint to dry to the touch and 3 to 4 days for it to fully cure. Drying time can vary depending on the amount of paint used but not much. We recommend using fans to expedite drying. Please keep in mind that drying time may vary and we are unable to provide an exact estimate at all times.

How do I store the paint piping bag after use?

We have designed the Packaging for our Heavy Body Texture Collection to make application easy and minimize waste. After your painting session, you have two options: you can either seal the paint tip using our secure bag clip or transfer it to an airtight container. If you plan to leave your paint unused for a short period of time, you can simply pinch, fold, or stuff the end as desired.

Does Heavy Texture crack?

Heavy Texture on its own will not crack. Our formula is designed to be flexible and durable once dry. However, certain factors may cause the paint to crack, such as diluting with water, mixing with mediums from other brands, applying the texture to uneven surfaces,  or extreme environmental shifts, such as sudden temperature changes or direct heat.

Do I need to varnish over the texture areas?

You can choose to include varnish on your artwork if you prefer. Our acrylics are made with non-yellowing, archival quality pigments that are highly rated for lightfastness. Please note that we do not currently offer varnishes. If you decide to use varnishes from other brands, please use them carefully as we cannot take responsibility for any unintended consequences they may have on your artwork.

What does the Heavy Texture paint look like once it’s dry?

Our Heavy Body Texture acrylics offer a glossy finish. It's worth mentioning that all acrylic paints typically dry a bit darker than their wet appearance due to the influence of acrylic pigment emulsion. Consider Carbon Black as an example: when applied in larger quantities while wet, the paint gives off a slight blue tinge but ultimately dries to a very dark hue. While some minimal shrinkage may occur as the water content evaporates from the paint, these effects are normal and usually not noticeable.

Can I use Heavy Texture on canvas or other surfaces?

When working with Heavy Body Texture, it is advisable to use wood panels. The robustness and stiffness of wood allow the paint to maintain its structure, resulting in a more elevated and sculptural outcome. Canvas Is perfectly acceptable but we find the "bounciness" from canvas to be a hindrance when using large volumes of paint.

Heavy Texture can be applied to a wide range of surfaces, such as glass, various fabrics, and substrates. It is recommended to test the drying process of Heavy Texture on small samples of your intended painting surface before starting a project.

I’m new to texture painting. Where should I start?

The founder, Justin Gaffrey, is a self-taught artist, and his career has been successful, prolific, and explorative.  If he can do it, so can you. Our Texture Paint Kits are a wonderful introduction to sculptural painting. They are designed for beginners to feel accomplished, inspired, and confident to build up their skills. Made with a limited color palette, you can’t mess it up or make the colors look muddy. If guided kits aren't for you, check out our youtube channel for tips and techniques so you can explore with a bit of know-how.

Can I use regular acrylics from other brands with Heavy Texture?

We actually make "regular" acrylic paints known as our Acrylic Colors collection. They are handmade by us and intended to be combined with Heavy Texture. Heavy Texture is mostly compatible with other acrylic brands, as they are water based. Yet, the quality and chemistry of other acrylics vastly differ. Results may vary so do a small mixing test to see if they are compatible. For optimal results, stick with gaffrey paints.

How long will it take for a color to be back in stock?

GAM is a small team. Our whole business is run and operated by 5 people. Our production staff is really just two. We try hard to keep up on stock, but there's only so much four hands can do. Appreciation doesn't begin to describe how proud we are that you use our paint, so bear with us, as our little company grows, we’re constantly working to make our production run smoother. Our timelines for restocking may seem non-existent, but the truth is we’re sometimes just not exactly sure when specific colors will be back in production. Trust us, when we know, we’ll tell ya! Join our email list and we'll keep you as up to date as we are ourselves. 

How do I clean or remove dust from my paintings?

Once the paint is dry, it’s nearly indestructible. Acrylic paints are basically flexible plastic. You can use a damp lint-free towel to remove dust, spray your artwork with a garden hose, or use a duster to remove debris. None of this will not affect the integrity of the work.

How do I choose between Clear and white thick paint?

White for glazing acrylic colors over the top for luminescent effects. Clear for mixing acrylic colors and customizing your own hues as a Heavy Texture artist paint. Or you know, do whatever you want with them. Both are great and can be used for mixed media applications too.

What is the difference between Gaffrey Heavy Texture acrylics and molding/modeling paste/gels/thickening mediums?

Our Heavy Body Texture collection provides a solution for achieving raised effects in textured work without the need for goopy and annoying molding pastes. Our acrylics are highly pigmented and exceptionally smooth, allowing you to create stiff peaks without the use of extra mediums or mixing. Save money, time, and guesswork by using our products to achieve rich and high-quality texture every time.

Why have you changed your packaging?

We are learning as we go and making improvements to make sculpting with paint more enjoyable and user friendly. Since Heavy Body Texture is the first of its kind, we had to develop the first of its kind packaging. Constant testing and consumer feedback informs our choices to change packaging. With that being said, our mid-viscosity is now being called the Acrylic Color Collection, and is the same acrylic paints you know and love, only packaged in paint tubes for easier application. 

I ordered paint in a tube or jar but it’s not thick like I see on social media. What should I do?

It happens! Heavy Texture is packaged in piping bags and Acrylic Colors are in tubes. We are learning as we go and doing our best to create content that accurately portrays each medium. Sometimes we miss the mark and do not explain the difference of mediums clearly enough. Send us an email and we'll get you the right paint.

Can I mix paints with the Titanium White Heavy Texture or Clear to create new colors?

Absolutely! This is our signature style we are hoping to share with the world.  Use one of our palette knives to mix any gaffrey paint with Heavy Body texture.

How do I clean my brushes/knives?

Remove the excess paint with a rag or paper towel while the paint is still wet. Rinse with warm water and soap. DO NOT RINSE IN THE SINK. Acrylic paints are not intended to go down the drain. You may also allow the paint to dry on your palette knives and peel the paint off.

How do i prevent the paint from falling off my wood panel?

Paint on a flat table or adjust the angle of your easel accordingly. Always dry your work on a flat surface.

Can I mix your acrylics with oil paint?

Hydrophobic characteristics are exhibited by oil paints, whereas acrylic paints are water-based. Following a general guideline, it is recommended to first apply acrylic paint, allow it to dry completely, and then layer oil paint on top. It is important to note that mixing wet oil with wet acrylic paint should be avoided.

Is it weird that I want to eat your paint?

I know it's cruel to make paint that looks like frosting but please don’t eat the paint. Heed the cautionary statement from our toxicologist, “If swallowed, do not induce vomiting, call physician immediately. For emergency health information, call your Poison Control Center 1-800-222-1222.” Use common sense. 

Can I use a paintbrush with the Heavy Texture?

Sure. Use paintbrushes for a more traditional impasto style like Van Gough. If the desired effect is to have more height and body, we recommend using palette knives or pipe the bag to sculpt the paint.

What do you do with all the leftover paint scraps?

Make more art with it! Our warehouse is the Willy Wonka of paint factories with Justin Gaffrey’s paint studio in the heart of it. The paint scraps are repurposed into more art. Even the paint we get on the ground gets peeled up and used, literally.

Can I dilute Heavy Texture with water?

While it is water-soluble, we do not recommend diluting it with water to create a regular or pour paint medium. The Heavy Texture is purposely crafted to have an exceptionally thick texture, making it a great choice for sculpting.

Do I need a gesso to prime my surface before using Heavy Texture?

In contrast to providing gesso as a surface primer, we firmly stand by our belief that our Base Coats offer a superior alternative. These Base Coats not only fulfill the same purpose but also possess an added advantage of being artist paints infused with marble dust, ensuring the necessary tooth for effective adhesion.

Why is it that the Clear Heavy Texture doesn’t dry clear?

By default, Clear is formulated with an acrylic emulsion that has a milky appearance. When used in thin layers, it will exhibit transparency. However, when applied in larger quantities, exceeding an inch, it will require a substantial amount of time to achieve complete clarity. The term Clear is commonly used as a shorthand for a texture mixing medium in the warehouse. When using clear, the intended purpose is to mix it with acrylic colors using a palette knife. This will allow you to create your own heavy texture hues.

What is the shelf life of Heavy Texture?

Proper storage is key to maintaining the 5-7 year shelf life of gaffrey art material. Store it at room temperature, making sure to seal it tightly and keep it free of contaminants. Over time, the binding agent may dissipate, causing the pigment to separate from the polymer system.

Are your paints toxic, and can they be touched with bare skin?

It is contradictory to ask if acrylic paints are non-toxic. Consider that consuming too much water can be toxic. However, all gaffrey art material paints adhere to ASTM 4236, the top safety standard for art materials. It is advised to clean any skin contact with the paints using warm water and soap.



Get in touch

Have questions about your order, or a general enquiry?