Shipping policy
At MyCROCEMENT, we are dedicated to delivering your order safely, accurately, and on schedule. Because premixed microcement products are heavy, temperature-sensitive liquids shipped in sealed pails and palletized freight, shipping charges are calculated directly at checkout based on total weight, dimensions, shipping service, and delivery location.
Pricing Transparency: We do not inflate product prices to offer "hidden" shipping. Shipping is charged separately so you pay exact, competitive carrier rates based strictly on the requirements of your order.
- Lead Times & Order Processing
Standard Stock Items: Orders placed Monday through Friday before 12:00 PM EST are processed and dispatched within 1 to 2 business days (includes ready-to-use pails, tools, mesh, and topcoats).
Bulk Freight Staging: Orders requiring Less-Than-Truckload (LTL) freight shipment require 2 to 3 business days for staging, palletizing, corner-boarding, custom shrink-wrapping, and carrier dispatch.
Tracking & Delivery Estimates: Once dispatched, an automated shipping confirmation with tracking information or an LTL PRO number will be emailed to you. Delivery times provided at checkout are estimates generated by carriers and are not guaranteed delivery dates.
- Standard Parcel Delivery (Under 150 lbs)
Applies to individual containers (under 70 lbs each) or total order weights under 150 lbs shipped via UPS, FedEx, or USPS Ground.
Direct Signature Requirement: A direct signature is required upon delivery for orders valued over $500 or multi-pail shipments to eliminate porch theft risks.
Address Accuracy & Correction Fees: Please double-check your shipping address prior to checkout. Carrier-imposed address correction or re-consignment fees ($18–$25 per package) resulting from incorrect or incomplete addresses will be charged to the customer.
- LTL Freight Shipments (Palletized & Bulk Orders)
All orders or combined shipments exceeding 150 lbs are shipped via LTL freight on wrapped pallets.
Curbside Delivery Only: Freight deliveries are strictly curbside with liftgate service. Drivers will offload the pallet to the curb or driveway edge. Drivers are not authorized to enter garages, backyards, job sites, or building interiors.
Delivery Appointments: The freight carrier will call 24 to 48 hours in advance to schedule a 4-hour delivery window. A recipient aged 18 or older must be present to inspect and sign for the shipment. Missed appointments will incur carrier redelivery and daily storage fees at the buyer's expense.
Mandatory BOL Inspection Notice: Writing "Subject to Inspection" on the Bill of Lading (BOL) is not legally binding and will result in denied carrier damage claims. You must visually inspect the shipment and note any outer pallet damage, torn shrink wrap, or leaking pails directly on the driver's BOL before signing.
- Damage Claims & Reporting Windows
Inspect your shipment immediately upon arrival. Claims must be submitted to support within the designated windows:
LTL Freight Damage (48 Hours): Report within 48 hours of delivery. Submissions must include:
Clear photos of the pallet before unpacking.
Clear photos of broken pails and visible batch numbers.
A copy or photo of the signed BOL showing the driver-acknowledged damage notation.
Parcel Damage (48 Hours): Report within 48 hours of delivery. Submissions must include clear photos of the outer shipping box, shipping label, and damaged contents.
Concealed Damage (3 Days): If outer packaging is intact but interior container leakage is discovered, claims must be reported within 3 calendar days of delivery with photos of the damaged pails and batch numbers.
Signing an LTL delivery receipt clear of exceptions releases the carrier from liability and limits our ability to issue immediate replacement products.
- Temperature Sensitivity & Winter Protocols
Premixed water-based microcement and topcoat sealants must be protected from extreme cold.
Freeze Protection Period (Nov 15 – Apr 15): During winter months, orders may utilize heated freight trailers, thermal packaging wraps, or brief dispatch holds during severe freeze events to protect product integrity.
Indoor Staging Mandate: Immediately upon delivery, products must be brought indoors and stored in a climate-controlled area between 55°F and 75°F (13°C to 24°C). Allow pails to acclimate in this temperature range for at least 24 hours prior to opening or application.
- Destinations, Exclusions & Pre-Order Support
P.O. Boxes / APO / FPO: We cannot ship to P.O. Boxes, APO, or FPO addresses due to carrier weight limits and liquid transport regulations.
Alaska, Hawaii, & Canada: Shipments outside the contiguous United States require custom ocean freight, air cargo, or cross-border logistics quotes. Please contact sales before placing an order.
Project Logistics Assistance: If you are planning a large microcement project or need help calculating logistics and job-site delivery access, contact our support team before ordering. We are happy to assist in coordinating the best shipping method for your project.
- Questions & Shipping Support
If you have questions regarding shipping costs, freight delivery access, or cold-weather holds, or if you need help coordinating logistics for a large project before placing an order, our team is here to help:
Message: Contact Us
Phone: 617-553-6653
Support Hours: Monday – Friday, 9:00 AM – 5:00 PM EST (Business Days, excluding U.S. federal holidays)