Frequently Asked Questions

  • When will my order ship?
    As noted in the product header on the home page, On Demand product ships within a week of placing your order. Quarterly batch product ships at the end of the month. Tracking information will be provided to you when your order is ready to ship.

  • Can I use another form of payment besides a credit card? 
    You can if you reach out to us via email to request an invoice for an alternate payment method, but there will be an additional processing fee for non-website orders, and there can sometimes be significant (2-4 weeks) delays in confirming receipt of funds which can delay shipping the product as well. Product is not shipped unless payment has been confirmed as received. For online order, payment confirmation is instantaneous, thus, we recommend using the website to place your order.  

  • My company is tax-exempt. Can the taxes be taken off of my order?
    If you can provide your company's valid tax-exemption form, the taxes may be refunded to your original payment method. Please reach out to us via email for this request.

  • My business is local, and I would prefer to be able to arrange an in-person pick-up from your facility, can I do that?
    Yes, please reach out to us via email and we can coordinate a time to have your order ready for you or your courier to pick up. Shipping costs can be refunded once the package is picked up. 

  • Do I need dry ice for my order?
    Dry ice is not recommended for domestic shipments within the United States. Metcut Research has done many extensive trials and found that cold gel packs can remain frozen for up to 2-3 days in transit, which is typically more than enough time for your package to be shipped anywhere within the US, as well as to many European countries. Dry ice is suggested for packages that must travel further over the course of several days. Please note, the zero-degree storage temperature is applicable if you plan to extend the adhesive life to 9 months, but if you plan to use the adhesive within the next few upcoming months, shipment in cold condition is adequate. Additionally, some countries have restrictions or even prohibit the import of dry ice, so please check that your country allows for the import of dry ice shipments before including it on your order.
     
  • Can I use my own shipper account for my order's shipping costs?
    Yes - if you reach out to us via email, we can arrange to use your shipper account for UPS, FedEx, or DHL, and then we will refund the shipping charge on your order if processed through the website. Note, FedEx is the only carrier that ships dry ice. 
     
  • Can I have a discount on my purchase?
    We do not currently offer a discount on every purchase, but frequent/returning customers who plan ahead and/or order product in bulk may be eligible for discounts or special pricing. Please reach out to us via email for more information or to check for your eligibility.