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Orders & Shipping
Our Shipping Policy
Click here for our full Shipping Policy.
What is my expected processing & shipping time?
Shipping rates and times are determined when you check out. Once you are in your cart and have updated your shipping address and your preferred shipping speed and/or carrier, the total cost for your shipping & handling as well as estimated delivery times will be updated within your order summary. You will then be prompted to checkout and pay for your items.
How do I check my order status and tracking info?
You can view your order status and tracking information when you login to your account. If you don't have an account, you can create one using the same email address as your order. Then you can login and view your orders to see your tracking information.
Returns & Refunds
Our Return Policy
Click here for our full Return Policy.
Cancelling an order
Cancellations may be requested before the product is processed or shipped. If promptly notified before processing, we will provide a full refund. The order cannot be canceled if the product has already shipped out. To cancel an order, please call us directly at (423)727-6425 during business hours for immediate assistance, or email help@crystalac.com.
How to start a return
To begin a return, please log in to your account and select the item you wish to return. If you don't have an account, you can create one using the same email address as your order. Once in your account, select the item you wish to return and click "request a return" and follow the proceeding prompts.
Refunds
Refunds: If applicable, once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
Processing: Upon approval, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment.
Late or Missing Refunds: If you haven’t received a refund yet, check with your bank first on their processing times. Then contact your credit card company, it may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund yet, please contact us at help@crystalac.com.
Returning a gift
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Product Application
Do you provide any tutorials on how to use your products?
Yes! Please visit crystalacacademy.com for video tutorials, how-tos, and application guides.
What are the basics?
To ensure the best outcome when using our products, be sure to use a proper application method. For best results, follow the specific instructions for each product. Here are the basics for all CrystaLac products:
- Apply under the correct temperatures.
- Stir, do NOT shake the products.
- Apply in thin layers and give adequate dry time between coats.
- Allow to cure before using finished product.
If you are ever unsure, take a small piece of scrap material and practice!
Can I use CrystaLac top coats over an oil based stain?
Yes. The only precaution would be to make sure the oil stain has had plenty of time to dry and off gas. The general rule of thumb is if you can still smell it, then its not dry. When in doubt, air it out!
Note: If you apply a CrystaLac top coat over an oil based stain that hasn't fully dried yet, you will likely see air bubbles appear in the finish. You may also see hazing and the top coat may have difficulty adhering. Keep in mind that oil based stains can take 3-4 weeks to completely dry.
Can I use water to thin CrystaLac top coats?
Most of our top coats can be easily brushed on and are ready to spray without thinning them. If necessary, we have a product called Viscosity Reducer which will thin the top coat quickly. Water can work, but it will take a lot of water and the results will weaken the chemistry of the product.
Can I tint or add color to CrystaLac products?
Yes! All CrystaLac top coats and even our Clear Grain Filler or Wood Putty can be tinted. Our Concentrated Pigments are a great option to add vibrant color to your project.
Safety Questions
What does waterborne mean?
A waterborne finish means that its base is made with water, rather than harmful solvents, oils, or waxes. It cures through the evaporation of water, as opposed to a harsh chemical reaction.
What does low VOC mean?
According to the EPA, the acronym "VOC" stands for Volatile Organic Compounds, which are emitted as gases from certain solids and liquids. Many household products are sources of VOCs like paints, cleaners, air fresheners, automotive products, and pesticide. Chemicals that are highly toxic contain high VOC and can cause mild to severe health effects.
With CrystaLac products, you can be worry-free because of our water-based formula.
Are CrystaLac products safe to use while pregnant?
Yes! All CrystaLac products are formulated with you (and baby) in mind. As long as you follow our application guidelines for each product, you can breathe easy.
Do CrystaLac products have an odor like most paints do?
If you put your nose up to the package, there usually a slight odor when you first open it. You also may notice a slight odor while apply the product. However, unlike oil, epoxy, and lacquer, our products do not require ventilation or PPE.
What happens when I get a CrystaLac product on my skin?
You can simply wash the product off with soap and water.
What kind of safety precautions do I need to take?
The basics. Keep out of reach of children. Do not ingest. If using a spray application method, wear proper eye and respiratory protection.
Storage & Care
What is the shelf life on CrystaLac products?
CrystaLac products have a shelf life of 5 years after opening if kept in air tight containers and stored at room temperature.
What can I do if my product has dried out?
Not to worry! If your product is still within its shelf life, but has dried out, add a little bit of water at a time until you reach your desired consistency. That's the beauty of water based products! Water fixes it all.