Order Processing & Shipping

Due to high demand, currently the average processing time is 1-8 business days. Some orders can take 1-14 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.

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 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.

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. 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.

Contact us at contact@mastercoatusa.com or call 1-800-833-8933 9am-5pm EST. Leave a voicemail if you can't get through and we'll return your call as soon as possible.

Yes. If you are local to northern New Jersey and would like to pick up your order, you may place the order online and email us at contact@mastercoatusa.com to make an appointment for curbside pickup and we will refund shipping. Please be advised that if you find our address, it is a residence and we do not have a storefront for customers to visit. 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.

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 right here.

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.