Orders Policy

Our orders are fulfilled by a state of the art warehouse in Wilson, NC 27893 with excellent quality control and automated processes. For this reason, in almost all cases orders cannot be canceled or changed once submitted. Please check your order for accuracy before submitting it. If it is possible to cancel/change an order, a $15 fee will be assessed.

Orders submitted by 1:00pm Eastern time will ship the same day, except for the holidays listed below. If you are requesting next day or 2nd day service, the order submittal deadline is 3:00pm Eastern time.

Our warehouse does not have a retail storefront, and pickup orders are not possible.

UPS offers Saturday delivery only to certain metropolitan areas. Click here for the list: https://www.ups.com/assets/resources/media/Saturday-Ground-metro-areas.pdf  If you live outside of one of these metropolitan areas and select 2nd Day Air on a Thursday or Next Day Air on a Friday, your order will deliver on Monday.

Only business days count for transit times, and Saturday counts only if UPS offers Saturday delivery to your metropolitan area (see above).

Orders ship from zip code 27893 in NC. UPS Ground is best for U.S. East Coast because it often has 1- to 2-day transit time. UPS 3 Day Select is best for U.S. West Coast because it will provide faster transit time than UPS Ground for orders that would take 4 days or longer. Do not use UPS 3 Day Select for the East Coast, because it will cause your order to take 3 days instead of 1 or 2 days. If you are concerned about the transit time for your order, please visit https://wwwapps.ups.com/ctc/request and enter 27893 for the Ship From and your zip code for the Ship To.

Please see below for important policies regarding international orders.

Member discount codes must be entered at the time of placing the order.  They cannot be applied or credited after submitting the order.

Holidays

Our warehouse is closed and does not process shipments on the following days:

New Year’s Day (January 1)
Good Friday (Friday before Easter)
Memorial Day (Last Monday in May)
Independence Day (4th of July)
Labor Day (First Monday in September)
Thanksgiving (Fourth Thursday in November)
Day after Thanksgiving
Christmas Eve (December 24)
Christmas Day (December 25)

In addition, the United States Postal Service is closed on all Federal holidays.

Pricing Disclaimer

Although we make every effort to ensure that the prices and information on our website are accurate, The Concrete Countertop Institute is not responsible for any typographical errors or prices listed in error.

Important Policies Regarding Omega Concrete Countertop Sealer

Omega Concrete Countertop Sealer instructions are online only!!!

You will receive an automated email immediately after purchase with details of how to access the instructions in our secure customer portal. There are extensive resources including videos, written instructions and downloadable documentation. There is no other way to deliver this quantity and quality of information to you.

The subject line of this email is “Important instructions for Omega Concrete Countertop Sealer”. Please search for this email in both your inbox and spam folder. If you have not received it within a few minutes of purchase, please contact orders@concretecounteropinstitute.com or call our mobile orders help line at 919-270-3707.

Please plan ahead and review the instructions well before you need to seal your project. We appreciate your understanding of this process which will ensure your success with applying Omega.

Omega Concrete Countertop Sealer and Forton polymer cannot freeze!!!

Starting from about November 1 until April 1, the following procedures apply to these products:

  • Due to the volume of orders, we cannot review each order to determine freezing risk. Therefore, you are responsible for selecting an appropriate shipping method based on your climate (and that of the origin in eastern North Carolina and of points in between). When in doubt, Next Day shipping is best.
  • We will add at least one heat pack that lasts an appropriate amount of time based on the expected transit time of your selected shipping method. The maximum duration available for heat packs is 96 hours, however.
  • However, be aware that transit times are for business days, that UPS does not offer Saturday delivery to all areas, and that shipping carriers may store product overnight or over the weekend in unheated warehouses. Carriers may also leave your package outdoors at the delivery site. You are responsible for taking into account weekend delays and for retrieving your package promptly upon delivery.
  • NO REFUNDS WILL BE GIVEN FOR FROZEN PRODUCT. You will need to place and pay for a new order with new shipping.

Below you will find, based on your state and the day of the week you are placing your order, the least expensive shipping method that is likely meet the required transit window for Omega.

You should find your state in the left column, then find the day of the week you are placing your order (before 12PM ET – if you are placing your order after 12PM ET then you should look to the next day column). The listed service is the MINIMUM service you should choose in your checkout cart.

For example, if you live in Arizona (AZ), and you are placing your order before 12PM on Wednesday, you should choose 2 DAY service for shipping. If, however, you want to reduce shipping costs, you can wait until Monday and choose 3 DAY or USPS Priority Mail instead.

Return Policy

There are no returns on international orders for any reason. Please see international policies below.

Shipping Claims

Summary: You have 2 days to report shipping damage.

Many of the products we sell are large or bulky or shipped with freight carriers, and we recognize that damage by shipping carriers is outside of our customers’ control. Please inspect all shipments immediately upon receipt and report any shipping damage within 48 hours. Send us photos via email to orders@concretecountertopinstitute.com or text to 919-270-3707.

In the case of clearly documented shipping damage, you will not be required to send the damaged product back to us. We will work with you to determine how best to ship a replacement to you. In most cases, we can do this free of charge within 2 business days of receiving the damage notification.

Returns/Replacements of Defective Product

Summary: You have 30 days to report defective product, and we will replace it completely free of charge.

In addition to inspecting the packaging of each product for damage, please inspect all products for any defects within 30 days of receipt of the original shipment of the order.

Many of the power tools we sell are covered by a manufacturer’s warranty, and we will work with you to submit a warranty claim to the manufacturer and have them ship you a replacement directly.

In the unlikely case that you received a defective product, please document this with photos via email to orders@concretecountertopinstitute.com or text to 919-270-3707. If you were shipped a defective and unusable product, we will replace it completely free of charge. You will not be required to send the defective product back to us.

Returns/Replacements of Defective Omega

Summary: You have 30 days to report issues with Omega, and it can be returned/refunded only under certain conditions.

As the manufacturer of Omega Concrete Countertop SealerTM, we stand behind our product and will promptly replace any defective product. Omega uses highly reactive chemistry to provide fast, high performance protection, and therefore has a short shelf life and is sensitive to storage method. This is documented on the product page. Please take care to order Omega only as needed within a couple of months at the most, store it properly, and reclose it properly using the prescribed dry gas blanket.

If when you open a can of Omega for the first time you feel that there is something wrong with it, please send us photos of the appearance of the liquid and of the lot numbers on both cans via email to orders@concretecountertopinstitute.com or text to 919-270-3707. We will work with you to determine whether there is an issue with the quality of your sealer, and how best to get you a replacement.

Please note that due to the unique nature of Omega, refunds/replacements can be made only if:

  • You report the issue within 30 days of receipt of the original shipment.
  • You report the issue within 24 hours of first opening the can in question.
  • You have stored the cans in a properly temperature controlled environment since receipt.
  • You used an appropriate shipping method for your order if temperatures in your area or along the shipment route were below freezing at any time.

If you have technical support questions related to Omega, please click here to fill out the technical support information form. Omega support cannot be provided without this information.

Other Returns

Summary: You have 30 days to return unopened, unused product for any reason. Contact us first to get an RMA number. Returns are subject to a 20% restocking fee.

Physical items are eligible for return and refund for any reason if:

  • The request is made within 30 days of the original shipment date.
  • The product is still in its original packaging and unopened/unused.
  • You contact us ahead of time for an RMA number.

We will provide shipment address and RMA number within 3 business days after receiving your request.

Return shipping is at your expense. We strongly recommend that you use a trackable and insured shipping method, as we cannot be responsible for returns lost or damaged in shipping.

Refunds, minus a 20% restocking fee, will be processed within 3 business days of receiving the unopened and unused product in its original packaging. We will credit your original form of payment, or issue a check or wire transfer if that is not possible.

Self-study/online/calculator courses are not eligible for refunds because there is no way to “return” such a product. Hands-on courses are subject to the Class Policies.

International Orders

We ship worldwide via UPS. Please be aware that the amount we charge you for an international shipment is for the shipping cost ONLY. Your country may charge additional taxes and/or duties that you are responsible for in addition to the shipping cost you paid us. We have no control over the taxes and duties and no way of predicting how much they will be. We make every effort to prepare customs forms properly, but we cannot predict whether your country has regulations that require you to provide further forms, payment, or information to customs officials.

For these reasons, we cannot provide any refunds for international orders that were rejected for any reason. By ordering online, you signify that:

  1. You understand that there are no refunds for the product and shipping cost.
  2. You are responsible for taxes, duties, and any procedures necessary to clear your goods through customs.
  3. If the order must be rejected, you will request that it is abandoned and not sent back to us (if your country allows this).