Customer Service Policy for Buck Masoe
At Buck Masoe, we prioritize providing exceptional customer service to ensure your shopping experience is smooth and satisfying. This policy outlines how our team will assist you, the channels available for support, and our commitment to resolving your inquiries.
1. Our Commitment
We aim to deliver prompt, courteous, and effective support for all your questions, concerns, or issues related to your orders, products, or our services. Our team is dedicated to understanding your needs and finding solutions that meet your expectations.
2. Contact Channels
You can reach our customer service team through the following channel:
- Email: Send your inquiries to [email protected]. This is our primary support channel, and we strive to respond to all emails within 24–48 business hours.
For urgent matters, please include “Urgent” in the subject line of your email to help us prioritize your request.
3. Areas of Support
Our customer service team is here to assist with:
- Order tracking and status updates.
- Questions about product details, sizing, materials, or care instructions.
- Issues with shipping (e.g., delays, lost packages, damaged items).
- Returns, refunds, or exchanges (in accordance with our Return and Refund Policies).
- Account management (e.g., password reset, updating personal information).
- Feedback or suggestions for improving our products or services.
4. Service Hours
Our customer service team operates during the following business hours (Eastern Standard Time, EST):
- Monday to Friday: 9:00 AM – 6:00 PM
- Weekends and major holidays: Closed
Emails sent outside of these hours will be addressed on the next business day.
5. How We Resolve Issues
When you contact us with an issue, we will follow these steps to resolve it:
- Acknowledgment: We will confirm receipt of your inquiry via email within 24–48 business hours.
- Investigation: Our team will gather necessary details (e.g., order number, photos of issues) to assess the problem.
- Resolution: We will provide a clear solution or update, which may include:
- Sending a replacement item.
- Processing a refund.
- Assisting with carrier claims (for shipping issues).
- Offering guidance on product care or sizing.
- Follow-Up: We may follow up to ensure you are satisfied with the resolution.
6. Feedback
We value your feedback as it helps us improve. If you have comments about our customer service or suggestions for how we can do better, please share them at [email protected]. We review all feedback and use it to enhance our support processes.
7. Contact Us
For any assistance, please reach out to our customer service team at:
Last updated: August 20, 2025