ORDERING & SHIPPING POLICIES
• PRODUCT PRICES: Raw material costs are continuously rising. We reserve the right to increase product prices at any time.
• USA 48 SHIPPING ONLY: We do not ship internationally and do not have international resellers. Due to restrictions, we can only ship to the contiguous 48 states of the United States. We cannot ship to HI, AK, PR, and we do not ship outside of the U.S. at all.
- CANCELING OR MODIFYING AN ORDER: If your order has not yet been shipped or processed, you can cancel it by emailing us at contact@mastercoatusa.com. If your order has already shipped or we are unable to cancel it, you may refuse delivery, and the item will be returned to us. In this case, the customer is responsible for all outward and return shipping charges. Additionally, a 20% restocking fee will be applied. These charges will be deducted from your refund, which will be processed within 7 days of receiving the returned items. Important note: Buyer is responsible for selecting the correct item(s), including size and color/finish where applicable. We are not liable for any errors in ordering.
• STOCK COUNTS: Subject to stock availability. We try to maintain accurate stock counts on our website but from time to time there may be a stock discrepancy and we will not be able to fulfill all items at time of purchase. If this happens, we will contact you about whether you would prefer to await restocking of the item or a refund.
• ESTIMATES: Estimate of amount of product needed, by phone or email, is to the best of our ability and not guaranteed. It is the responsibility of the customer to know the amount of square feet requiring coverage. 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 and we do not refund 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.
• WARRANTY: 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.
• DEALERS, DISTRIBUTORS, RESELLERS: All sales at dealer prices are final unless product is defective. Defective product can be exchanged within 30 days of sale.
SHIPPING & DELIVERY
• PROCESSING TIME & ORDER TRACKING: When your order is shipped, FedEx or USPS will email you a tracking number to the email address provided. If you have placed an order and did not receive a tracking number, please log into to your account and check to see if it is still processing as it may have not been shipped yet. Processing times can be 1-10 business days with the average processing time being 1-5 business days. Monday through Friday are business days; no weekend shipping is available. Dealer orders may take 4-6 weeks to ship depending on product availability and demand.
• P.O. BOXES: We cannot ship FedEx to PO boxes, so please make sure you always provide a street address for this carrier. Due to the nature of the product, FedEx Ground is the only way we can ship due to material type. We cannot ship any product overnight or any air shipping method. We cannot ship hazardous by air.
• SHIPPING ADDRESS: It is your responsibility to provide accurate contact information that allows us to contact you when shipment is made or a correction needs to be made to your address. The email you provide to us should be a valid, working, and regularly monitored email address in the event we should need to contact you about your order. It is solely the responsibility of the customer to provide an accurate address when ordering. Please be sure that apartment/suite number is included in the address if required. If a package is lost by the carrier due to an incorrect or incomplete provided address, we are not responsible for a refund or and not responsible for the cost to reship if it is returned to us.
• CANADIAN SHIPMENTS: We apologize, we are no longer shipping to Canada at this time. We can ship orders for Canadian customers who have mailboxes in the US. If you would like to place an order to be shipped to your US mailbox for pickup by you, please email us. You may also contact us if you have a US mailbox and cannot check out online.
•LATE SHIPMENTS: 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.
• SHIPPING COSTS: 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 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 rapidly fluctuating carrier 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.
• SHIPPING METHODS & TIMES: We ship FedEx Ground and USPS Ground Advantage Monday through Friday. USPS orders are usually picked up the next business day from processing time.
•PARTIAL ORDERS: WE DO NOT SHIP PARTIAL ORDERS IF ITEMS ARE OUT OF STOCK OR IF OTHER ITEMS IN ORDER ARE SPECIAL ORDER ITEMS (AG111 COLORS & CLEAR).
• NO RUSH DELIVERY: Due to restrictions, Ground Delivery to residential addresses and business addresses are the only shipping methods available for our products. We regret to inform you that we cannot offer rush delivery on our products due to restrictions, we cannot offer rush processing, and cannot guarantee your order will be delivered by your desired date if you need it to be delivered by a specific date. Due to only being able to ship ground, we cannot guarantee delivery dates.