Returns & Exchanges
Online Order Returns
For products purchased on www.pacificmason.com, original shipping charges and any shipping taxes are non-refundable. Returns and/or exchanges are accepted within 30 days from the date your order was shipped. Only new and unused items with original packaging are eligible for return or exchanges. Your online order’s packing slip is required for all returns. Please allow 2-3 business days to process your return once received at our warehouse. You will receive a refund based on the original form of payment. Please allow up to one billing cycle for the credit to post to your account.
To return or exchange an item, please pack it in its original condition and send it back to us using one of the two methods described below. Exchanges are processed in two different steps. You will receive a return confirmation email for the items you are returning and a shipping confirmation email for the exchange replacement items when they are on their way. Unfortunately, item availability is not guaranteed.
Please note the following exceptions to our Return Policy:
Methods available for Returns:
(1) Use Our Pre-Paid return label
Email us at firstname.lastname@example.org for a return authorization (RA) and we will email you a return/exchange packing slip and prepaid return label. A fee of $7.99 will be deducted from refund amount. Affix the UPS or USPS prepaid label and drop off in any UPS store or give to any UPS driver. USPS prepaid labels must be dropped off at your local post office. Please note the tracking information for your record
(2) Use any trackable prepaid shipping method
Securely pack the unused/unworn merchandise to be returned. All returns must be in it original condition and must be in resellable condition. Please make sure to include a copy of the packing list so we know who to credit. All shipments must be prepaid. We do not accept C.O.D. deliveries. C.O.D. deliveries will be refused.
If you wish to return a product that you received as a gift, the refund will go to the original form of payment, i.e., the credit card used to purchase it. If you wish to exchange a gift purchased online, please email email@example.com or contact Customer Service at 347-474-2021 for assistance. When returning a gift, please provide the order number or purchaser name, email, address, and telephone number to assist in processing the return. Final Sale items may not be returned.
If you need any assistance or have questions about our Return & Exchange policy, please email us at firstname.lastname@example.org or call us at 347-474-2021, Monday - Friday 9:00AM - 5PM EST.