Frequently Asked Questions

How can I view the status of my order?
Go to the Customer Service, Account Information page. This page lists all your orders. Click the date of the order whose status you wish to view.

When will I get my order?
It can take up to 48 hours to process an order. You should get an order confirmation immediately after your order has been successfully placed. Once your order has been processed and shipped, you will receive an email with your tracking number.

When will my order be shipped?
We process the orders and ship them anywhere from 12-24 hours depending on which product is ordered and it's availability.

What are your shipping costs?
You can view an estimate of shipping costs by viewing your cart.However, final shipping costs will be displayed on the Invoice you see before confirming your order.

Do you ship internationally?
At this time, we do not ship internationally due to restrictions by federal law and our courier service.

What are VOC regulations and who is affected?
Volatile Organic Compounds (VOCs) are found in everything from paints and coatings to underarm deodorant and cleaning fluids. They are a major concern of the Environmental Protection Agency (EPA) and state air quality boards all over the United States. VOCs have been found to be a major contributing factor to ozone, a common air pollutant which has been proven to be a public health hazard.

If you are in a state that is restricted, you can download the Dupont Ship To Shop form HERE and apply to receive VOC restricted products. The following are VOC restricted states:

• Washington (Clark, Cowlitz, Lewis, Skamania & Wahkiakum Counties only)
  
• California
• Illinois
• Ohio
• Maine
• New York
• Vermont
• New Hampshire
  
• Massachusetts
• Rhode Island
• Connecticut
• Pennsylvania
• New Jersey
• Delaware
• Maryland
• Virgina
• Arizona (Maricopa County only)
• Indiana (Effective October 1, 2011)
  

How can I tell if my stone has already been sealed?
Apply a drop of water at least ½-inch in diameter to the top of the stone and let stand for at least 15 minutes. Cover with a glass to inhibit evaporation. If the stone did not darken then your stone is probably sealed against water-based stains. Testing for oil repellency is not as simple because if your stone is not sealed, you will have an oil stain.

How much time between coats of sealer?
Always follow your label directions. Most sealers require waiting only one hour between coats. Be patient, a little extra time can produce excellent results.

Is one coat of sealer enough for natural stone?
When sealing a very dense stone, one coat will be sufficient. Most stones and grout will require two coats. A few of the more absorbent stones may need additional coats to be properly sealed. Your StoneTech® retailer or your stone distributor will be able to assist you in determining your needs.

What is a sealer?
A sealer is like a coat of armor for your stone, tile or grout. Our sealer will decrease the opportunity that anything can stain or harm your surface. We believe that you should always use an impregnation sealer allowing you to retain the natural beauty of the surface.

What is an impregnating sealer?
A sealer is like a coat of armor for your stone, tile or grout. A sealer will decrease the opportunity that anything can stain or harm your surface. At StoneTech® Professional, we promote the use of impregnating sealers, allowing you to retain the natural beauty of the surface.

Why does my granite stain?
Granite is like any other natural stone; it can be dense or porous and is absorbent to some degree. Stones that have more swirls or veins tend to be more porous and absorbent.  These swirls and veins show the movement of the stones active molten history. Generally, stone with smaller crystals are more absorbent than granites that have large crystals.

Why should I seal my natural stone?
Protected stone will be easier to clean, resist staining, and provide a safer and healthier environment. Considering the investment, why wouldn't you provide the surface with the maximum protection possible?

Why should I seal my tile and grout?
Protected tile and grout will be easier to clean, resist staining, and provide a safer and healthier environment. Considering the investment, why wouldn't you provide the surface with the maximum protection possible?

Will my natural stone look glossy after sealing or enhancing?
No, unless you selected a topical, high gloss sealer such as High Gloss Finishing Sealer. If properly applied, impregnating sealers will leave your surface looking natural. Enhancing sealers are designed to darken the stone while retaining the original polished, matte or honed look.

Is it really necessary to seal stone outdoors? What do I need to protect against?
Outdoors can be very harsh on your stone. There are things that can affect your stone that are visible, like pollen and dirt, and then there are things that are not quite that easy to see like UV Rays. You make an investment to your home by putting natural stone in your yard, so it would be worth it to seal the stone and preserve its natural beauty. Sealing with our sealers will give you maximum protection against rain, other chemicals, oils from trees and plants, and all of those wonderful and fun-filled outside barbeques. We have a variety of sealers to choose from. We have sealers that will preserve your natural look, sealers that will enhance the natural look, and high gloss lacquer to give it that immaculate shine. As the home owner you need to decide what look you would like to achieve.

What type of sealers protect against stains on outdoor stone and what can withstand constant sun?
If your stone is going to be under the UV Rays or dealing with different weather conditions, we would recommend using the Heavy Duty Exterior Sealer, which has excellent water repellency. If there will be an area that needs more oil repellency in addition to water repellency, you could wait 24 hours after your first coat of Heavy Duty Exterior Sealer and apply one coat of Heavy Duty Stone Sealer or Impregnator Pro® Sealer.

How do I keep my stone clean?
We recommend using a cleaner specially formulated for natural stone. General purpose cleaning products can damage natural stone or the sealer applied, so don’t just pick anything off of the shelf at the grocery store. Improperly formulated cleaners or those with acids (such as porcelain or tile cleaners) may etch the surface of the stone. Make sure that you select a cleaner specially formulated for natural stone care.

How can I clean mildew off of my grout in the shower? Is there preventative care?
We do have a cleaner called StoneTech® Professional KlenzAll™ Cleaner that will help clean your grout and help remove some of the mildew.If there is any remaining mildew growth you can get a 50/50 solution of water and household bleach and clean those areas. Make sure that you rinse the area with clean water thoroughly before continuing to seal. Once this has been done, you need to wait about an hour and seal with our water-based sealer, Heavy Duty Sealer.

How do I clean my just-installed, sealed stone countertops?
Our suggestion for your ongoing care would be to use our Revitalizer® Cleaner and Protector. Not only is this an excellent cleaner for removing everyday soils and spills, but every time that you clean you're reinforcing the protection of the initial sealing.

How do I remove the epoxy grout haze all over my stone tiles?
Since we know it is an epoxy gout haze, we would suggest using our Heavy Duty Coating Stripper.  Apply the stripper following label directions. After stripping, make sure you maintain daily with Revitalizer® Cleaner and Protector  or Stone & Tile Cleaner.

I put something down on my polished white marble table and it left a white ring mark on it. How can I clean this spot?
This kind of discoloration and ring mark that you are noticing are likely not stains but actual etch marks. Etch marks occur on polished marble and other stones of this nature due to acids or other chemicals reacting with the minerals in the stone. This causes the stone to feel rough and look a little discolored, usually lighter.  In order to remove these there would have to be a refinishing process done to restore its original, polished look. Fortunately, we do make several products that will help refinish the stone. We would recommend clicking on this link, it will take you to the care instruction section of our website.

There's a hazy, grout-like residue smeared all over my just-installed ceramic tile floors. Can this be fixed?
The haziness that your see is probably grout smear from the installation process. This can be safely removed using our Restore™ Acidic Cleaner for Ceramic Tile and Grout. Make sure you protect all walls, baseboards, carpeted areas, plants, foliage and metals. Restore™ may damage stainless steel and other surfaces.  Sweep or dust mop loose dirt and debris off of the floor. Prepare a solution of 1 part of Restore™ mixed with 4 parts of warm or hot water. Liberally apply over your floor using a sponge or mop. Agitate well using a stiff nylon bristle scrub brush or stiff bristle push broom. Rinse well with clean water and mop, sponge or wet vacuum to remove the remaining solution. Repeat the rinsing and wet vacuum process to insure that all dirt, soil and cleaner residue have been removed. Thoroughly rinse all metal surfaces. We would strongly recommend sealing the floor once you’ve remove the grout haze to protect it from staining and soiling. Use our Grout Sealer for protection against oil- and water-based stains.

Will my natural stone look glossy after sealing or enhancing?
No, unless you selected a topical, high gloss sealer. If properly applied, impregnating sealers will leave your surface looking natural. Enhancing sealers are designed to darken the stone while retaining the original polished, matte or honed look.

How can I give my stone fireplace a wet, high-gloss look while being safe around the fireplace?
We would like to introduce a couple of products - one product is the StoneTech® Professional High Gloss Finishing Sealer, which is a coating as well as a sealer. This product will give you the wet look you are looking for, plus the gloss. If you are just in search of a wet look, and not such a high gloss, we  have our StoneTech® Professional Enhancer Pro® Sealer. The enhancer is a sealer as well as an enhancer. It will give your stone the wet look with out the shine. Both products are safe around your fireplace once they have cured.

Note: The information is furnished free of charge and based on information that DuPont believes to be generally reliable and accurate. Individual facts and circumstances may differ. It is intended for your use, at your own risk. Because conditions of use are outside our control, we make no warranties, express or implied, and assume no liability in connection with any use of this information. 

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