Great customer service, fast shipping, arrived sooner than expected - especially for a last minute order!
This is my first order on line with Tri-Art. I have a problem with the lids which is very disappointing. My tube of Yellow Oxide High Viscosity Acrylic in particular from this order won’t shut tightly. I have tried the other lids and suspect this might be a problem with them as well - they are firmly closed on arrival but after opening them once, they seem loose and don’t close firmly. I also have some liquid Tr-Art paints and am pleased with those lids. Do you have a solution?
Hi Elizabeth,
Thanks for letting us know, and I am really sorry your first online order with us started off this way. A tube that will not re-close firmly is frustrating, and that is not the experience we want you to have.
The good news is that this is usually fixable. A couple quick things to try:
Re-seat the flip cap: With the cap open, press the flip portion down firmly against a flat table surface to help it snap fully into place.
Clean the sealing area: Even a thin ring of dried paint on the rim or inside the cap can prevent a tight seal. Wipe away any buildup and try again.
Use as a twist cap: If the flip still feels loose, you can keep the flip portion closed (some customers use a small piece of tape temporarily) and open and close it by twisting, like a standard cap.
That said, I do not want you to have to “make it work.” I have created an order for replacement caps that might work better for you.
If you feel your issue was handled well, I would really appreciate it if you would consider updating your review to reflect the resolution. Reviews make a big difference for a small, family-owned Canadian manufacturer like us, and we genuinely want your first impression to be a good one.
Thank you again for the feedback, and we hope to have this fixed for you.
Best,
Evan
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