Customer Service

Ordering & Payment
We here at Concrete Sealers USA have strived to develop an online system for ordering that is safe, convenient, efficient, and easy. As a result, we encourage all orders to be placed online for the safest and most efficient service. Should you have any questions prior to placing your order in our online catalog, please feel free to call us at 888-583-2991, M-F, 8:30am-5:00pm CST.

Concrete Sealers USA accepts all major credit cards, including American Express, Visa, MasterCard, and Discover credit cards. We also accept ATM cards with a Visa or MasterCard logo. In addition, we accept Paypal®. We do not accept cash, check, or money orders.

At this time, we do not accept international orders and only accept orders that are both placed and shipped within the US. We also do not accept orders within the US for shipments to US territories, APO addresses, or PO boxes. State law requires us to collect sales tax of 5.1% on all orders shipped to Wisconsin addresses.

After placing your order, you will receive an email confirmation from Concrete Sealers USA confirming your order. Once your order ships out, you will receive a shipment notification through email notifying you that your account has been updated with tracking information. You can access your account through the My Account link on our website in order to view the status of your order and obtain tracking information for your shipment(s).

Online Security
Concrete Sealers USA
offers a secure online shopping environment. All credit card transactions occur in a secure area of our site, protecting you from loss or misuse of information. The transfer of sensitive information between you and Concrete Sealers USA is protected by the highest standard of encryption technology available on the Internet. Public/private key cryptography enables the creation of a secure "conversation" between your browser and our secure server.

We make use of a 128-bit encryption key issued by RSA Data Security, Inc. When a secure connection is initiated, our server’s public key is automatically transferred to your browser. Your browser then uses this key to encrypt information transferred back to Concrete Sealers USA. This information can only be decrypted using the private key installed on Concrete Sealers USA secure server.

Shipping & Processing
The typical lead times for processing and shipping out items and typical shipping costs are shown for each item on the product page for that item. The typical lead times referenced are based on items being in stock. We strive very hard to ensure stock status is up to date and current. However, from time to time, items may go out of stock or become unavailable without notice. We will notify you promptly of any backorders that could delay the shipment of your order.

The shipping costs we charge for each item represent an "average" charge for shipping the product within the Continental 48 states and are referenced on the product page for that item. Additional shipping charges will apply for shipments outside the Continental 48 states. Additional shipping and handling charges may also apply to certain hazardous items. You will be notified of any additional charges prior to your order being shipped. Hazardous items require a signature at time of delivery.

The standard delivery methods used are shown for each item on the product page for that item. After your order leaves the warehouse, delivery times vary according to the standard delivery method for that item and the location of your shipping address

  • Ground Delivery
    These items are delivered via Standard Ground Delivery service via UPS or Fed Ex and generally arrive within 3-5 business days of leaving the warehouse. At this time, we do not offer any premium or express delivery options (ex. Next Day Air).

  • Oversized Delivery
    Many items due to their large size and heavy weight are delivered via Freight Company with standard curbside delivery. Most shipments arrive within 5-7 business days of leaving the warehouse. The delivery company will call you in advance to schedule a delivery date and time. Someone must be present to accept delivery. Freight deliveries are typically made between 8:00 am and 5:00 pm, Monday through Friday, normally within a 4 hour time window. Please plan ahead for delivery as the freight company is typically not responsible for unloading the item from the truck, carrying it into your home, or assembling the item. Thus, we recommend that two people be present to accept delivery. If two people are unable to be present, please contact the freight company to inquire about any special services upgrades that they may offer. Alternatively, depending on the item, you may be able to upgrade to our In-Home Delivery service for an additional fee.

For our Oversized Delivery method, the delivery area generally needs to be accessible by a tractor trailer truck that is 45 feet long and 14 feet high. Additional charges may apply for difficult to access areas or, in some cases, delivery may not even be possible.

At time of delivery, please carefully inspect your shipment thoroughly. If a box is torn, dented, ripped, punctured or damaged in anyway, please sign the delivery confirmation by clearly noting the damage. This will aid in filing a claim against the delivery company, if necessary. If you are unable to fully inspect your shipment at time of delivery, please note "Subject to Further Inspection" on the delivery confirmation in the event it is necessary to file a concealed damage claim. If your inspection uncovers that an item is visibly damaged but you believe the damage to be minor and can be fixed with a replacement part, please accept delivery of the item. However, if you discover that an item has sustained major damage and is visibly damaged beyond repair, please refuse delivery and contact us immediately. If your order consists of several cartons, please accept delivery of the undamaged items and refuse only the damaged ones.

Return Policy
If for any reason you are not satisfied or the product is damaged/defective when received and is not deemed repairable, we will replace the product or provide you with a full refund or exchange, provided the product is returned within 30 days from the receipt of the product and is returned unopened in its original condition and packaging materials. Return shipping charges are the responsibility of the customer for products that are not damaged or are deemed repairable.

In the event you need to return or exchange a product, please follow these simple steps:

  • Contact Concrete Sealers USA via email for a "Return Goods Authorization" number. Concrete Sealers USA will provide the shipping address to return the product. No products will be accepted without an RGA#.

  • Package the product in the original shipping materials, both inner and outer packaging.

  • Ship the product back to the appropriate address by an authorized carrier (ex. UPS or Fed Ex) along with the RGA#. For your security, please insure the item and retain the receipt. Concrete Sealers USA is not responsible for any items damaged or broken during return shipment.

Once the product is received back by us and inspected, you will be refunded the full purchase price or allowed to exchange the product. Shipping charges to customers are non-refundable for undamaged or repairable items. This applies to all items, including ones where Free Shipping is offered. Restocking charges of 15% will apply.

Any orders that are refused upon delivery (for reasons other than damage/ defect), undeliverable, or cancelled after being shipped will be subject to our return policy. Special order items such as our Acrylic Color Tint product are not returnable. Full or partial pallet orders are considered special orders and are also not returnable.

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