FAQ

Yes, you can order from our website when products are in stock. Our products are for professional use only, but you do not have to have a garage or store to order.

You can order right here in our online shop ONLY when products are in stock (no preorder, backorder, or waitlist). To buy products online, you can pay for your order with our checkout. It's easy--just go through the online checkout and choose the payment method when you're finished. Due to demand, our products can be purchased on our website when in stock only. Until further notice we are unable to take orders from new accounts by phone. If you are an existing customer with an order history and require more product for a project, contact us.

Sorry, due to HAZMAT restrictions, we cannot ship these materials outside of the contiguous U.S. and do not have dealers outside of the U.S. We cannot make exceptions to ship under any circumstances. 

No. We ship to the contiguous U.S. only due to HAZMAT restrictions.

We cannot ship to Canada, but we can ship to mailboxes that are in the U.S. You are responsible for duties and taxes, and for transport across the border. We are not responsible if product is confiscated. You can order online, as long as the shipping address is in the U.S. If you can't use the checkout online, please contact us.

No. We previously sold some products on Amazon, but due to high demand, we can no longer supply Amazon. As of right now, we do not sell on Amazon/Walmart/Ebay etc. If you find our products being sold anywhere but on our website, please contact us to find out if they are an authorized dealer if you are unsure. This also applies to Mastercoat products being sold by other sellers at exorbitant prices. With products sold by unauthorized dealers, quality and shelf life is not guaranteed, and therefore not covered by our policies. We take all measures to ensure our products are not being sold anywhere without our authorization. Sorry, we are not responsible for Mastercoat or Master Series products purchased anywhere but our own website. 

Sorry, we do not have a storefront. We are a small family business and only have a workshop that is not open to the public. However you may pick up your order if you are local and ONLY if you make an appointment with us. In order to make an appointment for pickup, you may order online and then contact us by email, and only come in person if you receive a response instructing you to do so. Please be advised that if you find an address for us online, it is likely incorrect and a residence. We ask that customers do not show up at our location, as we do not have product at our location and you will not be able to purchase. Thank you.

Yes. Estimate of type and amount of product needed, by phone or email, is to the best of our ability and not guaranteed. Amount ordered is ultimately the responsibility of the customer. If more than needed is ordered, we will accept returns within 30 days of purchase and customer pays return shipping. Unopened containers must be in resellable condition or we reserve the right to charge a 20% restocking fee. If estimate falls short, no compensation will be given.

Just email us at contact@mastercoatusa.com, this is the fastest way.

The fastest way is to email us at contact@mastercoatusa.com and let us know what you'd like to change. We cannot guarantee we can make changes; we cannot add items that are no longer in stock. Sorry, we are unable to hold orders until requested items are in stock. If your changes are accepted, you will receive a bill through PayPal. No PayPal account needed--just enter your details and authorize. NOTE: Your order will not ship until payment for changes is authorized. If we receive no authorization and no communication for 3 business days, your order will ship as is.

Yes, as long as combining them into fewer or one box doesn't increase damage risk. We do not combine shipping for orders that contain multiple containers of Metal Prep or MCT101 thinner, and not if the box weight will exceed 25 pounds. You do not need to contact us to ask to combine shipping--we do it automatically if your orders qualify for combined shipping under these conditions. Orders to be considered for combined shipping must come from the same customer account. If you registered under a phone number for one order and then used Shop to check out, your orders may be under different accounts. In order for the orders to be eligible, we must be able to find them under the same exact customer profile. When your orders are combined, we combine the shipping rates and you will receive a refund to your original payment for the difference. Please note that your refund may take 2-10 business days to post. 

Sorry, some items have been discontinued until further notice but may be back eventually. We removed some products from our catalog that don't have as high of a demand as our other products to streamline things, so we can put our full concentration into increasing production of the products we do have a much higher demand for. As of now these discontinued products are Inner Panel Protector, Tru Cure, and Hot Jet High Heat Ceramic Coating. We hope to introduce them back someday, so keep an eye out.

Unfortunately due to the high demand, we've had to pause taking orders from new customers over the phone until further notice. If you are a customer with an order history predating 2024 or are an existing customer and have run out of an out-of-stock product during a project, contact us by email or phone. If you are having trouble placing an order online, emailing us at contact@mastercoatusa.com is the fastest way to get help. You may also call us if email is not an option, but please be aware that we are a small business we and do not have a dedicated phone customer service team and can only respond to voicemails. Leave a voicemail and we will get back to you in 24-48 hours.

No, we have your order. We do not process payment until your order is shipping. The order processing times are the same as ordering online--average of 1-5 business days, but some orders can take 1-10 business days. Now if weeks have gone by and your payment hasn't been processed and you have not received your order, contact us.

Sorry, we do not offer either. These materials are very difficult to package due to their moisture cured properties so we only offer the size containers we already have.

Due to high demand, currently the average processing time is 1-5 business days. Some orders can take 1-10 business days. Please note processing time is the time between the order being placed and shipping. Business days are Monday through Friday, excludes holidays. 

We ship only Monday through Friday, no holidays or weekends. Once your order is shipped, the average shipping times are 1-7 business days for FedEx Ground/Home, and 1-12 business days for USPS Ground Advantage. Please be advised both services can experience delays in transit. USPS has more frequent delays, so it is advised to choose FedEx if product is needed faster. Due to HAZMAT restrictions, we cannot offer rush shipping on any order. If you would like your order shipped to a PO Box, choose USPS. FedEx cannot deliver to PO Boxes. When your order is processed, you will receive an email with tracking. However please be advised this just means the label was created; it can take 1-2 business days to be picked up by the carrier.

Yes. When your order is shipping, you will receive a notification from either USPS (Pirate Ship) or FedEx, depending which service you chose at checkout, and a separate notification from Mastercoat. Please note this happens when the shipping label is created; sometimes it takes a business day or two for the order to be picked up. You can also find your tracking number by logging into your account, if your order has shipped. If you do not find a tracking number, your order has not shipped yet.

The shipping and handling price given to you upon checkout is based on weight. Extra fees for residential and/or rural deliveries apply if shipping fee to your address is much higher than the flat rate. Multi piece shipments incur higher shipping rates. If the amount charged at checkout is incorrect, we will bill you the correct amount via Paypal and as soon as the payment is authorized, your order will ship. IF THE SHOPPING CART FAILS TO CALCULATE A SHIPPING COST FOR ANY REASON, YOU WILL BE SENT A SEPARATE BILL FOR THE COST AND THEN YOUR ORDER WILL SHIP WHEN IT IS AUTHORIZED. Rates are subject to change without notice due to FedEx's and USPS's rapidly fluctuating rates. FedEx shipping rates are based on the ACTUAL rates given to us by FedEx. Please understand that we are a small family business and do not get the discounts big corporations get. 

If a package does not arrive by the expected date, it is our policy to open an investigation to reach the best resolution. We do not reship until we receive confirmation that a package is lost or undeliverable due to damage. This can take 4-5 business days from inquiry. WE DO NOT RESHIP DUE TO DELAYS IN TRANSIT. 

We do not ship partial orders. If there is a delay with an item you have ordered, your entire order will ship in full when that item is ready to ship.

We apologize if the shipping rates are high, but what we charge are the rates that FedEx and USPS charge us. We are a small family business and we do not get discounts from the carriers like large corporations do and certainly do not have our own delivery trucks like Amazon. The shipping rates are according to weight, not cost of item, and we do our best to keep the costs of our products low for this very reason. The material type of these products is limited quantity HAZMAT and can only ship ground, so we cannot offer economy shipping, rush shipping, or any other type of shipping on these materials because they don’t exist at this moment. Not to mention packaging HAZMAT is much more costly for us due to extra packing materials being required, but we do not add this to the charges. On most orders, the actual rate the carrier charges us after residential and fuel surcharges ends up being more than what we charge the customer. In other words, we as a small business, have to pay the carrier for shipping on every order with no discounts, so shipping is not free for us. To absorb "free shipping" and stay in business, we'd have to raise the prices of our products exponentially and we'd prefer not to do that because we like to be transparent about our pricing. If you are in NJ or the surrounding areas, we do have free curbside pickup by appointment.

The fatest way to get a resolution is to email us at contact@mastercoatusa.com.

If your instructions were missing from the box, first of all, sorry about that! Things can get pretty hectic around here. But yes, you can find instructions for current and even past products, as well as SDS on all product pages. 

We've been shipping our products to every state for 30+ years and have never received a report of an order freezing. Can it happen? It shouldn't but anything is possible. When your order is shipped, you will receive a tracking number with an email alert when delivered. We would recommend keeping a close eye on your tracking just in case. If you're still concerned about your order sitting outside after delivery, it is possible to have it delivered to a Walgreens with a FedEx dropoff/pickup point. If you are still concerned about it freezing in transit, please refrain from ordering until temperatures are no longer freezing.

Of course we will contact FedEx/USPS on your behalf if there is a problem with delivery, but there seems to be a common misconception that these carriers will bend over backwards to accomodate merchants with accounts and immediately do whatever they ask. We're here to tell you that is absolutely not true. We do not have a special inside way of contacting them or communicating with them. We have to call their 800 number or use their online customer contact form/email the same as anyone else who contacts them. We have to wait the same length of time as anyone else for any kind of assistance. Do you know how you finally do get to speak to someone who claims to have solved your problem, but you come to find out they did not solve your problem at all? Yep, happens to us more than you know. Have you ever tried to submit a change online to a delivery date/address on a shipment and then come to find out the change didn't take? Yep, that also happens to us a lot. Unfortunately if a package is lost or damaged, we can't just file a claim and get reimbursed. 999 times out of 1000, the claim is denied and we eat the entire cost when this happens. Despite all of this, we will still do everything we can to make sure your delivery goes smoothly and your package reaches you safely and do our best to come to the best resolution in the event that it doesn't. 

Sometimes packages get delivered ahead of schedule by the carrier. Unfortunately we have no control over this. When purchasing from us, you are agreeing that delivery dates changing is a possiblility, and this means both early and late delivery. Mastercoat LLC is not responsible for packages unexpectedly delivered early by the carrier and the customer is responsible for packages being secured after delivery. You may be able to ask FedEx to hold the package from the tracking, or if it will not let you, we can attempt to ask for a hold. However a hold or change of delivery date is not guaranteed.

Due to the unique limitations associated with manufacturing this material type, preorder/backorder/waitlist is not possible. It is important for us to ensure that we can keep our order fulfillment promises. This product is made here in the USA and cannot be mass produced without entirely sacrificing quality, so obtaining inferior raw materials from overseas that are more available is not an option, nor is having these products manufactured overseas. (Quality over quantity!). Ordering will remain first come/first served on the website ONLY WHEN PRODUCTS ARE IN STOCK. Please note we cannot manually notify by request when a product is back in stock; please sign up for email alerts on the product pages.

No, just the the opposite! We are a small family business dealing in a unique material that can only be made in small batches and conditions must be exactly right every time or else there is high risk of batch failure. In the past couple of years, we've had more than one influencer make videos about Mastercoat products and perhaps that's even how you found us. Those videos are still very popular. We've greatly increased production over the past year, but sometimes we still run into supply chain issues with raw materials and such and when product is limited, it can still sell out fast. Some products can even sell out in hours when they come back in stock. 

We keep a very small reserve for situations like that. Just email us at contact@mastercoatusa.com and if we have what you need in our reserve, we can help you with an order.

When a product is out of stock, there will be a button next to where you'd normally add the product to cart, but it says "notify me". Just hit that button and input your email where it says to and when new stock is added, you will receive an email.

If a product is out of stock, there will be an in stock estimate right on the product's page. It is a date range, and the stock release is estimated to happen on a yet to be determined date that falls within that date range. Please understand these estimates are always subject to delay when it comes to manufacturing these material types. The manufacture of these moisture cured materials is highly dependent on weather and relative humidity. If conditions are not exactly right, there is very high risk of the entire batch failing. This is why the estimated date is very subject to changing.

We do not release stock on weekends, holidays that we are closed, or overnight. When we release stock, it's typically anywhere between 9am-6pm EST and it is random to give everyone a more fair chance of purchasing.

Our return window for returnable products THAT HAVE NOT BEEN OPENED or are defective is 30 days from date of order. We do not issue refunds on containers that have been opened because we cannot guarantee the life of product once lid has been removed. We cannot accept returns and exchanges of MCT101 Thinner and Metal Prep due to HAZMAT. Contact us at contact@mastercoatusa.com to request a return.

Due to HAZMAT shipping restrictions, we cannot accept returns on Mastercoat Metal Prep and MCT101 thinner. We also cannot accept returns on AG111 white, clear, grays, or reds as these are considered special order. We do not accept returns on products that have been opened, as these products have a shelf life. If you open these products and attempt to store them, you do so at your own risk.

Please email us at contact@mastercoatusa.com instead of calling. Emailing is the quickest way to get this started. If you call and ask for a return or exchange, you will be directed to email to request an RMA.

We can exchange damaged containers that are not leaking. We do not give refunds or replacements of cans that have been dented in shipping without a return of damaged items. Damage during shipping is dealt with on a case by case basis. Contact us by email (contact@mastercoatusa.com) to request an exchange for damaged items and send photos of the damaged items.

Please be advised that we do not refund shipping or pay for return shipping. Refunds will be rendered back to original payment and can take up to two weeks.  Unopened containers must be in resellable condition upon return or we reserve the right to charge a 20% restocking fee.

Sorry, we do not refund shipping or pay for return shipping. If the exchange is taking place because it was due to our mistake, we will pay exchange shipping.

When you ship a return to us, as long as all items are received undamaged, your refund is initiated 3-7 days upon being received by us. Please note refunds can take 2-10 business days to post to your account.

If a Mastercoat product was purchased from an authorized distributor or reseller at a promotional show, authorized retail location, or from an authorized online store other than Mastercoat LLC's, please contact seller if there is a problem. We cannot guarantee shelf life of a product if it is purchased from anyone but Mastercoat LLC and assume no responsibility or liability for the compromised condition of an aged product. Mastercoat LLC reserves the right to refuse refund/replacement for items not purchased directly from Mastercoat LLC for any reason. Always get a receipt for products and items purchased at events with seller contact information. We are not responsible if a receipt is not obtained. If we find that the product was purchased from an unauthorized reseller, we absolutely cannot issue a refund or exchange.

The short answer is no, these products cannot be warrantied. Mastercoat LLC’s liability under any expressed or implied warranty is limited to the replacement of this product if proved defective and does not include labor or other consequential damages. Mastercoat LLC is not liable for items damaged due to improper storage. The suitability of the product for any extended use shall be solely up to the user.

Unless those videos come from our YouTube account, MastercoatUSA, be very cautious of videos that instruct how to use our products. We have no control over who makes a video, and while we appreciate them, some of them are using our products incorrectly. We understand that there are vidoes that have success with using our products against our recommended uses, but please be aware that if you follow instructions that go against ours, you do so AT YOUR OWN RISK. Mastercoat LLC is not responsible for outcomes stemming from incorrect product use and not following our instructions on our labels and included paperwork.

You followed Google AI instructions, is what happened. NEVER, EVER FOLLOW GOOGLE AI INSTRUCTIONS FOR OUR PRODUCTS. Google AI instructions are very incorrect and will only get you in trouble. Only follow Mastercoat's instructions on the labels and included paperwork. If you follow any other instructions, you do so at your own risk and Mastercoat LLC is not responsible.

Of course. When choosing the products to use, it's easiest when you understand that Mastercoat is a rust preventative system. The order of this system is 1.) Metal Prep (optional), 2.) 2 coats of rust sealer (Original or Slim), 3.) 1-2 coats of a topcoat: AG111 or Black Chassis Finish, or any paint of your choosing. There are only a handful of products in the system, so if you're doing the frame or a vehicle and want to prevent/stop rust and give it a durable and chemical resistant topcoat, it's pretty safe to assume that you should at the very least use the rust sealer and AG111 or the Black Chassis Finish as a topcoat. Add a quart of MCT101 thinner for spray applications or even if you're brushing because it's good for cleanup or a solvent wipe if you miss the recoat window. If you want to prep metal that does not have paint on it, use the Metal Prep before those products. The best way to understand which products to use is to read the information about them here on this website and find out what role each one plays in the system. If you're still unsure, feel free to email us.

You'll find them on the product pages (rust sealer, AG111, black chassis finish, Metal Prep, sound deadener) if you scroll down to the bottom of the product's information.