customer service

Contact Customer Service
Phone: 479.444.6138
Email: customerservice@shopmasons.com

Shipping Policy

Shipping Your Online Order

Shipping Charges
Shipping Charges is the charge for internet order processing, item selection, packaging, processing, transport and handling. Special delivery requests, including specification of carrier and/or future delivery dates, may include additional charges. Delivery times are not guaranteed, notwithstanding additional charges, but are our best approximation and will vary with specific requests, such as gift box and gift wrap. Shipments and deliveries occur only on weekdays. These charges are subject to change and will be determined at time of order and subject to the following:

Standard Delivery
Unless an expedited service is requested, your order should arrive in approximately 5-7 business days after shipping if ordered by 12:00 noon (CST).

Two-Day Delivery
Additional charges are determined at checkout based on the UPS online calculated rates. Your order should arrive in 2 business days after shipping if ordered by 12:00 noon (CST). Please note two-day orders placed after 12:00 noon (CST) Friday, or on Saturday or Sunday will be processed Monday and should arrive in 2 business days after shipping. Some heavy or bulky items may not qualify for this service. A signature may be required and additional charges may be assessed if more than one attempt is made for delivery.

Overnight Delivery
If requested, additional charges will be determined at checkout based on the UPS online calcuated rates. Your order should arrive the next business day after shipping if ordered by 12:00 noon (CST). Please note overnight orders placed after 12:00 noon (CST) Friday, or on Saturday or Sunday will be processed Monday and should arrive the next business day after shipping. Some heavy or bulky items may not qualify for this service. A signature may be required and additional charges may be assessed if more than one attempt is made for delivery.

International Deliveries
At this time, we are only able to allow online orders for U.S. addresses. It is not possible to specify an international destination or U.S. territory when placing an order online. However, you may have your shopmasons.com purchase shipped to an international address by calling 1.479.444.3379. Additional charges will apply.


Shipping Address
To protect against identity fraud shopmasons.com will only ship to addresses approved by your credit card company. If you enter a shipping address that is not verified your order may be delayed while we try to contact you. If we are not able to reach you after 15 days the order will be canceled.

  • Returns may affect final shipping charges. charges are not refundable unless merchandise is damaged or defective. Returns for reasons due to Masons will receive credit as shipping charges were allocated, which may result in a final charge charge after returns processing that differs from quoted rates.

  • Certain items requiring special delivery have additional charges indicated on the product page.

  • If you request to change the destination address of a shipment in route, an additional charge may be assessed.

Delivery costs are for merchandise pictured and described on our web site. Costs are calculated according to the total weight of the merchandise in your order and your delivery address. All prices are expressed in U.S. Currency.



Delivery to Post Office Boxes
All shopmasons.com orders are shipped by UPS, which is not able to deliver to Post Office Boxes.



returns & exchanges

Returns to our Online Store
The packing slip in your package will contain detailed instructions for returning an item. Please note: Items purchased at a masons retail shop may not be returned to our online store.

Here are the basic steps:

  1. Pack the item securely in the original package (whenever possible).
  2. Enclose the original packing list with the item. If you cannot send your packing list, please include your order number, billing name, and address with the item.
  3. All products must be unused and undamaged, in original boxes (whenever possible), and with all accessories to ensure a full credit. We reserve the right to refuse a refund request if it does not comply with this policy.
  4. All return shipping charges must be prepaid. We cannot accept C.O.D. deliveries.
  5. For your protection, we recommend that you use UPS for your return. Unless your packing slip directs you to ship an item to a different address (and if so, follow such directions), ship the return package to:
    Returns
    2115 Main Dr, Suite D
    Fayetteville, AR (72704)
  6. Keep the Return Tracking Number from the package you are returning to ensure that the package is returned to the warehouse.
  7. You can expect a refund in the same form of payment originally used for purchase within 30 days of receiving your returned product. You will be refunded the shipping cost only if the return is a result of a manufacturer error or a shipping error on our part.


Returns to a masons store
It is easy to return products purchased on shopmasons.com to any masons store. Just follow these steps:

  1. Find the nearest masons store by refering our locations page.
  2. Before visiting the store, place the item securely in the original package.
  3. Enclose the original packing slip with the item, along with the ship confirmation e-mail (or your online purchase receipt displayed during Checkout). (Be sure to keep a copy of the packing slip for your records.)
  4. All products must be unused and undamaged, in original boxes (whenever possible), and with all accessories to ensure a full credit. We reserve the right to refuse a refund request if it does not comply with this policy.
  5. Take the item, original packing slip, ship confirmation e-mail, and your original payment device (credit/debit card) to any masons location.
  6. The store associate will process your return and issue you a credit. Pursuant to our returns policy, this credit will be either be applied to your original payment device or you will be issued a masons gift card.
  7. Please allow 30 days for the credit to appear on your billing statement. Please note, if you return an item you purchased online at shopmasons.com to a masons shop/store, your original shipping costs will not be refunded.


Exchanges
Exchanges are subject to availability and must be requested within 14 days from date of purchase. To request an exchange, please call 1.479.444.3379, or email our Customer Service center at customerservice@shopmasons.com. We will gladly assist you in finding a suitable replacement item.

Store Purchases
Any Masons merchandise purchased in store should be returned for a refund at one of our store locations. In-store returns are subject to the in-store returns policy.

Please note: When a gift is returned, a Masons merchandise credit gift card (or equivalent) will be issued to the gift recipient for the amount of the returned merchandise. The merchandise credit gift card can be used for purchases from any of our store locations or from shopmasons.com.

Sale Merchandise and Jewelry
Please note, we do not accept returns or give credit of any kind on any sale merchandise or jewelry. All sales are final.

Rules and Restrictions on Returns and Exchanges

  • Returns on full price merchandise must be made to shopmasons.com within 30 days of purchase. In-store returns must be made within 14 days, in accordance with our in-store return policy.
  • Products must be in good condition with hang tags attached.
  • When shipping a return, you must include the original packing slip with the return form section on the back complete. Be certain to save copies for your records.
  • Shipping and handling costs and other charges are non-refundable.
  • Merchandise purchased at sale price cannot be returned.
  • In the case of shipping damages, please contact the carrier or our customer service department at customerservice@shopmasons.com
  • You can expect a refund in the same form of payment originally used for purchase within 30 days of our receiving your returned product. Your refund will include the cost of the item, plus any applicable sales tax.
  • If you choose to return your online purchase to one of our masons stores, you have only 14 days from the original ship date. You must present the original packing list and ship-confirmation email (or your online purchase receipt displayed during checkout). Without a receipt of any kind, masons will not be able to perform a return or an exchange. All original tags must be attached. Sale items are non-refundable, non-exchangeable.
  • Items purchased in-store at any of our masons locations may not be returned to our online store.
  • Items purchased on shopmasons.com as gifts follow the same return policy as any other masons purchase.


Damaged or Defective Items

  • Any item that is damaged upon receipt, please return to shopmasons.com immediately to insure immediate action.
  • Shopmasons.com will repair or replace the item whenever possible. If a repair or replacement cannot be made, shopmasons.com will refund you in the same form of payment originally used for purchase within 30 days of receiving your returned product.
  • Regarding masons private jewelry, we cannot issue refunds regardless of damage or defect, but we will provide you with a gift card in the amount of the original payment, redeemable at shopmasons.com or in any masons retail location.
  • Regarding any damages or defects which occur after 30 days, please e-mail our customer service center, customerservice@shopmasons.com to receive instructions on whether shopmasons.com will be able to assist you with your product.
  • For immediate assistance, please visit a masons retail location with your original receipt and the damaged item.


Price adjustments

Prices are subject to change. We offer a one-time (single order) refund or adjustment for items purchased within 10 days of a price adjustment. This includes permanent Sale items and excludes temporary special promotion items. For questions and adjustments call 1.479.444.3379 or email your request, including order number, to customerservice@shopmasons.com.

We work hard to ensure the accuracy of pricing on shopmasons.com, but despite our best efforts, pricing errors may occur.

  • If an item's correct price is lower than our stated price, we will charge you the lower amount when your order is shipped.

  • If an item's correct price is higher than our stated price, we will, at our discretion, contact you for instructions before shipping. If we are unable to contact you after 15 days we will cancel your order and notify you of such cancellation.


Order cancellation

You may cancel any shopmasons.com order as long as the order status is not "Completed." If order status is "Completed," it cannot be canceled. A restocking fee may apply to large and heavy items canceled after 30 days from the original order date.

To cancel an order please call 1.479.444.3379, or email your request, including order number, to customerservice@shopmasons.com.


Merchandise & availability

shopmasons.com offers an edited selection of the merchandise available in the Masons stores. We frequently add new designers and exciting products to our selection—stay updated by registering for a shopmasons.com account here.

We reserve the right to limit quantities ordered.

Your online account

Register with shopmasons.com for the most convenient shopping experience. Once you register, you will not have to reenter your shipping information, and you may also view your web order status. Register or sign in here.



Credit card use

shopmasons.com accepts the following credit cards for online purchases:

  • American Express

  • VISA

  • Discover

  • MasterCard

Credit Cards: The total dollar amount of your order is allocated at the time your card is approved, although payment (transfer of funds) does not occur until the order ships. If the amount charged exceeds your credit limit, your order will be automatically canceled.

Debit Cards: Payment is deducted from your account at the time your card is approved. If a charge request to your debit card is declinded due to a billing address mismatch and you must resubmit your order, your bank or card issuer may still memo post the declined charge request to your account along with the accepted charge. This is a function of the debit card authorization process and is beyond our control. Depending on your bank's policies, the charges will be removed within 24-48 hours.

Sales tax

Sales tax is automatically applied to your shopmasons.com order in accordance with individual state regulations if your shipping address is in one of the following states: AR.

Order status & history

ORDER UPDATES: We will send updates regarding the status of your order, including when your item(s) ship, to the e-mail address you provided when ordering.

Registered customers, please click Sign In to access web order status and history.

Non-registered customers do not have online access to order status and history. You may request information via e-mail or by calling 1.479.444.3379. Please provide the order confirmation number displayed after placing your order so we can respond more quickly and accurately.