Customer Service Policy of Buck Masons

At Buck Masons, we believe that exceptional customer service is at the heart of a positive shopping experience. Our dedicated customer service team is committed to assisting you with any questions, concerns, or issues you may have, ensuring that your interactions with us are smooth, helpful, and satisfying. This policy outlines the standards and practices we follow to deliver reliable support.

Service Channels

We offer multiple channels to connect with our customer service team, making it easy for you to reach us in a way that suits your needs:

  • Email: The primary way to contact us is via email at [email protected]. This allows us to provide detailed, written responses and track your inquiry to ensure a resolution.
  • FAQs: For quick answers to common questions, please visit our Frequently Asked Questions (FAQs) section on the website, which covers topics like shipping, returns, sizing, and payment.

While we currently focus on email support to ensure thorough and consistent assistance, we are continuously evaluating ways to expand our service channels to better serve you.

Response Times

We strive to respond to all customer inquiries promptly. Our typical response times are as follows:

  • General Inquiries: We aim to reply to non-urgent questions (such as product details, sizing guides, or policy clarifications) within 24-48 business hours.
  • Urgent Issues: For urgent matters (including order problems, damaged items, or shipping delays), we prioritize your inquiry and aim to respond within 12-24 business hours.
  • Weekends and Holidays: Inquiries sent on weekends or public holidays will be addressed on the next business day.

Please note that during peak periods (such as sales events or holiday seasons), response times may be slightly extended, but we will make every effort to assist you as quickly as possible.

Service Scope

Our customer service team is here to assist you with a wide range of topics, including:

  • Order Assistance: Help with tracking orders, modifying or canceling orders (if eligible), and resolving issues with order processing.
  • Product Information: Details about product materials, sizing, care instructions, availability, and compatibility.
  • Shipping and Delivery: Clarifications on shipping times, tracking updates, address changes, and handling delivery-related problems (such as lost or damaged packages).
  • Returns and Refunds: Guidance on the return process, refund status, and resolving issues with returns.
  • Account Support: Help with creating or accessing your account, updating personal information, and managing order history.
  • Feedback and Complaints: We welcome your feedback—whether positive or constructive—and will address any complaints with care, working to find a fair resolution.

Resolution Commitment

We are dedicated to resolving your issues to your satisfaction. If you encounter a problem, our team will:

  1. Listen and Understand: Take the time to fully understand your concern and gather all necessary details.
  2. Provide Clear Communication: Keep you informed throughout the resolution process, explaining next steps and expected timelines.
  3. Offer Fair Solutions: Work with you to find a solution that aligns with our policies and addresses your needs, which may include refunds, replacements, or other appropriate remedies.
  4. Follow Up: After resolving your issue, we may follow up to ensure you are satisfied with the outcome.

Feedback and Improvement

Your feedback is invaluable to us. We regularly review customer inquiries and feedback to identify areas for improvement in our products, services, and policies. If you have suggestions on how we can enhance our customer service, please share them via email at [email protected]—we truly appreciate your input.

Accessibility

We are committed to ensuring that our customer service is accessible to all. If you require assistance in a specific format or have accessibility needs, please let us know in your email, and we will make reasonable accommodations to support you.

Contact Us

For any assistance, please reach out to our customer service team at [email protected]. We are here to help and look forward to ensuring your experience with Buck Masons is a positive one.

Last Updated: 2025.07.29