Customer Service - Mastercoat® & The Master Series Coating Line

!!!!! ATTENTION: SINCE WE ARE BEING OVERWHELMED WITH PHONE CALLS AND CAN'T GET EVERY ONE, WE KINDLY ASK THAT YOU ONLY CALL IF YOU HAVE PURCHASED OUR PRODUCTS AND NEED IMMEDIATE TECHNICAL ASSISTANCE. ALL STOCK UPDATES CAN BE FOUND RIGHT HERE ON THE WEBSITE. !!!!! EMAIL US FOR ALL OTHER INQUIRIES (IMPORTANT: ALSO READ BEFORE CONTACTING US OR PURCHASING OUR PRODUCTS).

HAPPY HOLIDAYS! Thank you for your patience as we work hard to increase production further into the new year. YES, we are still in business and going stronger than ever thanks to your support! Due to the continued popularity of the YOUTUBE REPAIR GEEK VIDEO, our products are selling out within just hours but WE AIM TO RESTOCK EVERY 2-3 WEEKS APPROX. In stock estimated dates are on product pages.

Email in stock notifications are back! Subscribe to when in stock on product pages.

CURRENT ORDER PROCESSING TIMES FOR MOST ORDERS UNLESS LISTED OTHERWISE: 2-14 BUSINESS DAYS. AVERAGE IS 2-10. (M-F ARE BUSINESS DAYS.)

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Shipments and returns

Shipping, placing orders, and returns & exchanges. Please read carefully before placing an order.

ORDERING
• We accept Visa, Mastercard, and Discover online, as well as Paypal.

• Please understand that our online prices may vary slightly from our catalog prices.

• We're sorry, we're no longer shipping to Canada at this time.

• 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.

RETURNS & EXCHANGES
• We strive to give you the best products, but you’re not satisfied with the product’s performance, we will issue a refund if we believe all instructions have been followed properly. Return window is within 30 days of purchase. Please understand that these products have a shelf life. The urethanes such as Mastercoat Permanent Rust Sealer (all varieties), Chassis Black topcoat, AG111 topcoat and AC2000 (discontinued) should be used within a year of purchase date. Shelf life of unopened cans is one year. Taking the lid off of the can of these products drastically reduces the shelf life. These products are manufactured in small containers (quarts) to be used all at once. If you store product that has been opened, you do so at your own risk. We do not issue refunds on containers that have been opened and cannot guarantee the life of product once lid has been removed. We do not give 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. We exchange unopened products within 30 days of purchase date. Shipping is non-refundable and buyer pays for return shipping costs. Proof of purchase is required. Metal Prep, Tru Cure, and MCT101 thinner are non-returnable and non-refundable due to hazmat restrictions. Call us at 1-800-833-8933 to request a refund or exchange. Refund 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.

If there are ANY problems whatsoever, always email or call us first. Please DO NOT attempt to reverse payment through Paypal or file a Paypal dispute. This results in fees for all of us.

• AG111 colors (grays, reds, white, clear or anything other than satin or gloss black) are special order and therefore NON-REFUNDABLE unless product is defective. No exceptions.

• 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.

• Estimates: Estimate of 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.

• 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 90 days of sale.

SHIPPING
• 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. WE HAVE NO DEALERS OUTSIDE OF THE U.S. AT THIS TIME. 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. We cannot ship any product overnight or any air shipping method. We cannot ship hazardous.

• 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 WILL NOT BE ABLE TO CHECK OUT THROUGH PAYPAL AS WE ARE NOT SET UP TO ACCEPT FOREIGN CURRENCY 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.

• 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 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.

• We ship FedEx ground 9am-11am on Monday through Friday. USPS orders are usually picked up the next business day from processing time. WE DO NOT SHIP PARTIAL ORDERS IF ITEMS ARE OUT OF STOCK OR IF OTHER ITEMS IN ORDER ARE SPECIAL ORDER ITEMS. 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, and cannot guarantee your order will be delivered by your desired date if you need it to be delivered by a specific date. Always order 1-2 weeks in advance and allow plenty of time for it to arrive. Due to only being able to ship ground, we cannot guarantee delivery dates.