Customer Service Policy – Buck Mason

At Buck Mason, we believe that exceptional customer service is at the heart of every great shopping experience. Our team is dedicated to ensuring your needs are met with care, clarity, and efficiency. Below is our commitment to you.

1. Our Promise

We strive to provide friendly, knowledgeable, and timely support for all your questions, concerns, or requests. Whether you need help with an order, product details, returns, or anything else, we’re here to make your experience with Buck Mason as smooth as possible.

2. How to Reach Us

  • Email: Send your inquiries to [email protected]. This is our primary channel for support, and we aim to respond to all emails within 24–48 business hours.
  • Note: For urgent matters (e.g., order issues requiring immediate attention), please include “Urgent” in the subject line of your email, and we will prioritize your request.

3. Areas of Support

Our customer service team can assist you with:

  • Tracking the status of your order.
  • Updating shipping or billing information (if your order hasn’t shipped yet).
  • Answering questions about product details, sizing, materials, or care instructions.
  • Initiating returns or processing refunds (see our Refund Policy for details).
  • Resolving issues with damaged, defective, or incorrect items.
  • Providing information about our shipping policies, including international delivery.

4. Service Hours

Our customer service team operates during the following business hours (Pacific Time, PT):

  • Monday–Friday: 9:00 AM – 6:00 PM
  • Saturday: 10:00 AM – 4:00 PM
  • Sunday: Closed

Emails sent outside these hours will be addressed on the next business day.

5. Feedback & Improvement

We value your feedback. If you have suggestions for how we can improve our service or products, please share them with us at [email protected]. Your input helps us grow and better serve our community.

6. Commitment to Fairness

We handle all inquiries with fairness and respect. If you’re not satisfied with the resolution to your issue, please let us know, and we’ll review your case again to find a mutually agreeable solution.

Thank you for choosing Buck Mason. We’re honored to serve you and look forward to ensuring your satisfaction.