BEFORE PURCHASE OR CONTACTING US, PLEASE READ THIS PAGE.

ATTENTION: IF YOU ARE LOOKING FOR OUR CONTACT INFO TO CANCEL OR CHANGE AN ORDER, OR REQUEST A RETURN/EXCHANGE, EMAILING US AT CONTACT@MASTERCOATUSA.COM IS THE FASTEST WAY. If you call, you will be directed to send an email for a request. For returns and exchanges, our policies can be found here. For technical help with a product, or help with an order, please use this email as well. FAQ SECTION ABOUT OUR POLICIES, PRODUCTS, AND MORE CAN BE FOUND HERE. Sorry, we do not have retailers outside of the USA and we do not ship outside of the contiguous United States under any circumstances and cannot make exceptions. We will no longer respond to inquiries about international or non-contiguous 48 shipping or retailers.

This page contains important information about our company, how stock releases work, information pertaining to ordering and shipping, and much more. If you have a question, the answer will most likely be found here or on our FAQ page. 

FIRST AND FOREMOST: READ PRODUCT DESCRIPTIONS AND INSTRUCTIONS CAREFULLY BEFORE PURCHASING.

Current order processing times for all orders (except dealer): Some orders can take 1-10 business days. Average is 1-5 for most orders. M-F are business days; no weekends or holidays. Rush shipping/processing not available.

INFORMATION REGARDING AUTHORIZED DEALERS
Average shipping time for dealer orders is 2-4 weeks, some orders can be 2-6 weeks currently. Sorry, we are not accepting new dealers at this time. Due to high demand, retail dealers are also subject to item limits within a certain time range until further notice.

PRODUCT IN STOCK ESTIMATED DATES
When an item is out of stock, the latest information is on the product pages, on the top of the description. We do not have more specific information than what is posted. Our coatings are very specialized and vastly different than automotive paints you find in big box stores, and must be made in small batches only, so conditions such as humidity must be exactly right every time to mix this material or else there is high risk of failure. Conditions are ever changing, and this is why we are unable to accurately predict exact date and time stock will be available.

On the product page, the date range in which the stock is currently expected to be released is listed.

What this means: we expect the next stock release to tentatively happen on one yet to be determined date that falls between this date range. This could be any date within this date range and will be available while supplies last.

What this does NOT mean: stock will automatically become available on the first date in the range and/or stock will be available the entire duration of this date range.

We update as soon as we know there will be a delay. Stock can run out out very quickly on some products due to a few popular videos that were made about Mastercoat. We aim to restock as fast as we can, and can can only provide our best estimated date range the stock release will fall between.  Please be advised we do NOT release stock overnight, on weekends, holidays (these include Memorial Day, July 4th, July 4th (observed), Labor Day, Black Friday, Thanksgiving, Christmas Eve day, Christmas day, New Years Eve day, and New Years Day) and date/time stock is released varies every time. These are also the dates that we are closed and shipping is paused.

WE ARE A SMALL FAMILY BUSINESS, NOT A LARGE CORPORATION
We appreciate your dedication to small business, but it can be easy to forget just what this means--we are literally a SMALL business and we are not Amazon, and we are not Walmart. We have a small workshop with a small but dedicated team that is made up of regular people doing our very best to keep up with a very high demand. We do not have the means to buy multiple manufacturing facilities. We have already nearly quadrupled production due to high demand and are continually working to increase it further. We assure you we are working tirelessly around the clock to bring you more of the products you love. While we appreciate your suggestions, please understand that we have very likely already considered them and they are not possible for a small family business dealing in this material type.

NO PREORDER/BACKORDER
Due to the unique limitations associated with manufacturing this material type, preorder is not possible when items are out of stock. 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. Not to mention our prices would increase exponentially due to import taxes on these materials, and we would likely no longer be placing first in any product comparison videos. (Quality over quantity!). Ordering will remain first come/first served on the website ONLY WHEN PRODUCTS ARE IN STOCK.

**We do not have a waitlist. Please subscribe to be notified when products are back in stock. Sorry, being subscribed by email does not guarantee purchase, we are not responsible for emails not received, and we are not responsible if product runs out of stock by the time the email is read.**

SHIPPING/DISTRIBUTION OUTSIDE OF THE USA
Sorry, we do not have distributors or ship outside of the lower 48 states due to restrictions. No exceptions.

NOTES REGARDING OUT OF STOCK METAL PREP/THINNER
If our metal prep is unavailable, you may use other brands of metal prep with our products. We recommend phosphoric acid preferably with zinc as an ingredient. Follow package instructions of that brand. Even if your metal prep does not remove some rust, you can still coat the thoroughly dried surface with our rust sealer and it will encapsulate any rust that may be left over. Metal Prep is a good step to take but not required. This means you can clean up the surface the best you can with mineral spirits, wire wheel, grinders, and making sure all loose scale is removed, and then proceed with Mastercoat Permanent Rust Sealer. You may also use medium urethane reducer if MCT101 is not available. Note about out of stock metal prep: We're sorry, we understand the shipping rates can be prohibitive as the metal prep is heavy and limited quantity hazmat, but we are unable to hold orders already placed until metal prep is back in stock to combine shipping. In many cases, metal prep will need to ship in a separate box anyway, and this extra charge is added to the shipping cost.

EMAIL IN STOCK ALERTS

You must register for an account in order to sign up for email alerts. The box to enter your email address is on the product pages and WILL NOT APPEAR UNLESS YOU ARE LOGGED INTO YOUR ACCOUNT. This is to avoid bots and system overload. Go to the page of the product you want alerts for, scroll down to where you would add the product to cart, and just beneath this should be a box where you can enter your email. You can enter your email on more than one product page to receive alerts for different products. We are not responsible for emails not received, or if items are out of stock by the time email is read. Email alert subscription does not guarantee purchase. Sorry, we cannot manually sign email addresses up for alerts. Registering for an account does not automatically sign you up for email alerts; you must also enter your email in the box on any product page. Please be advised that email subscriptions expire after 60 days to avoid system overload. Resubscribe if you wish to continue receiving email alerts after this time.

INFO ABOUT COMBINED SHIPPING ON MULTIPLE ORDERS
Combined shipping on multiple orders is not always guaranteed, but we do our best to combine whenever possible. Orders to be considered for combined shipping MUST be placed from the same registered account. We can combine shipping only if items can fit into fewer boxes, or one box, SAFELY for a number of items without increasing risk of damage. Please note orders containing half gallons and gallons of Metal Prep and/or multiple MCT101 thinners may not be eligible for combined shipping if more than 4 quart containers of rust sealer/chassis black/AG111 are ordered due to hazmat regulations and safety issues. We also cannot do combined shipping if box weight exceeds 25 pounds. Note about out of stock metal prep: We're sorry, we understand the shipping rates can be prohibitive as the metal prep is heavy and limited quantity hazmat, but we are unable to hold orders already placed until metal prep is back in stock to combine shipping. In many cases, metal prep will need to ship in a separate box anyway, and this extra charge is added to the shipping cost. If we are able to combine shipping for orders, upon shipping of your order, you will receive a refund for the difference in shipping rate (combined shipping also means combined shipping rate). There is no need to email or call us to request combined shipping; if you feel the need to request combined shipping, just leave a note at checkout with your order, but we usually do it automatically if possible.

IF YOU NEED TO MAKE CHANGES TO AN ORDER
Please 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 7 business days, your order will ship as is.

SHIPPING & DELIVERY TIMES
Please understand we are a small business dealing with a very high volume of orders. Current processing time is 1-14 business days for orders placed online and by phone (for existing customers only). The average is 1-7 business days. PROCESSING TIME IS THE TIME BETWEEN PLACING THE ORDER AND THE ORDER BEING SHIPPED. Monday through Friday are considered business days, note that this does not include weekend days or holidays. Once your order ships, the average delivery time from the shipping date is anywhere from 1-7 business days, depending on your location and method of shipping. USPS Ground Advantage can take longer. We are not responsible for orders that are still in transit. When your shipping label is created, you will receive an automated shipping notification from us, and one from FedEx. Please be advised that sometimes our pickup is the following day (or in rare cases, a day or two after that) after the label is created. RUSH SHIPPING/RUSH PROCESSING IS NOT AVAILABLE. These materials can only ship GROUND.

Email us at contact@mastercoatusa.com. Once again, before contacting us, please read the information on this page, product descriptions, and FAQ, as many questions can be answered in these sections of our website.

PREVIOUS CUSTOMERS
If you are an existing customer with an order history with us, and have run out of product during a project and it is out of stock on the website, contact us directly by email.

PHONE CONTACT
Please understand that being a small family business, we do not have a dedicated customer service department and handle all phone contact ourselves. We are experiencing high volume so it may take 24-48 hours to return your call. If you need immediate assistance with an order that has been placed or product technical advice, you will get a faster response by emailing us. We appreciate your patience.

1-800-833-8933 9AM-5PM EST. IMPORTANT NOTE ABOUT STOCK AVAILABILITY INQUIRIES: PLEASE REFRAIN FROM CALLING TO INQUIRE ABOUT PRODUCT AVAILABILITY AS THE LATEST INFO IS RIGHT HERE ON THE WEBSITE AND WE DO NOT HAVE MORE SPECIFIC INFO THAN WHAT IS POSTED.  Many answers regarding our products can also be found in our FAQ section. <We are also unable to take orders from new accounts by phone as to keep the line free for tech support. IF YOU CAN'T GET THROUGH, PLEASE DO NOT CALL REPEATEDLY. Leave a voicemail and we will get back to you. Please be advised that if you do not leave a voicemail, we are unable to return your call. It can take 24 hours for us to contact you, longer over weekends. If you need immediate help and can't get through by phone, email contact@mastercoatusa.com for the quickest response. If you would like to request a return/exchange within 30 days of purchase, please use email to contact us, not phone as you will be directed to send an email to request an RMA. Please read our return/exchange policies here. SORRY, WE ARE NOT ACCEPTING NEW DEALERS AT THIS TIME.

IMPORTANT DISCLAIMERS: UNDERSTANDING THE CHARACTERISTICS OF THESE MATERIALS IS THE KEY TO THEM PRODUCING THE EXPECTED RESULTS. IF YOU DO NOT UNDERSTAND HOW THESE PRODUCTS WORK, WHAT THEY ARE, WHAT THEY DO, AND WHAT IS INVOLVED IN USING THEM BEFORE PURCHASING, THESE PRODUCTS WILL LIKELY NOT WORK FOR YOU. IF YOU PURCHASE AND DO NOT READ AND UNDERSTAND THE INSTRUCTIONS, THESE PRODUCTS WILL LIKELY NOT WORK FOR YOU. It is extremely important to read and understand what our products are, how they work, and what is involved in using them before purchasing. Experience with vehicle restoration is strongly recommended, as this is not the "buy it and then go on YouTube and figure out how to use it" type of product. If you do not read the instructions before starting, these products will very likely not work as intended or expected. Which items and the quantities included in the kits and bundles are clearly stated in the descriptions on the product pages and by placing an order, you are acknowledging that you have read and understand which items and quantities are included in the kit or bundle. DISCLAIMER: THESE PRODUCTS ARE RECOMMENDED FOR PROFESSIONAL USE ONLY.