Customer Service Policy of Buck Masoa

Effective Date: August 23, 2025

At Buck Masoa, we believe that exceptional customer service is just as important as the high-quality American everyday essential clothing we offer. Our goal is to ensure your experience with us—from browsing our site to post-purchase support—is smooth, transparent, and satisfying. This Customer Service Policy outlines the scope of our support, how to reach us, and how we address your questions, concerns, or issues. By engaging with our brand (whether through our website www.buckmasoa.com, email, or other channels), you acknowledge and agree to the terms of this policy, which works in tandem with our Terms of Purchase, Refund Policy, and Shipping Policy.

1. Scope of Customer Service Support

Our customer service team is here to assist you with a wide range of needs related to your interaction with Buck Masoa. We provide support for:

1.1 Pre-Purchase Inquiries

  • Product details: Information about sizing, fabric, care instructions, color options, and availability of our everyday essential clothing.
  • Order guidance: Help with navigating the site, adding items to your cart, checking out, and understanding payment methods (all processed in USD).
  • Shipping questions: Clarifications on our shipping timelines (1–3 business days processing, 6–12 business days delivery), fees, and international shipping requirements.
  • Promotions: Details about current sales, discount codes, and free shipping offers (if applicable).

1.2 Post-Purchase Support

  • Order tracking: Assistance with locating your tracking number (sent via shipping confirmation email) or troubleshooting tracking updates.
  • Shipping issues: Help with undeliverable orders, lost or delayed shipments, and damaged packages (as outlined in our Shipping Policy).
  • Returns and refunds: Guidance on initiating returns (within 60 days of delivery), understanding refund eligibility, and tracking refund status (5–10 business days processing).
  • Account support: Help with accessing your Buck Masoa account, updating personal information, resetting passwords, or resolving account login issues.

1.3 General Concerns

  • Feedback: Listening to your comments, suggestions, or complaints about our products, site, or service—and using this input to improve.
  • Policy clarifications: Explanations of our Terms of Use, Privacy Policy, or any other brand policies you may have questions about.

2. How to Contact Us

We offer a primary, reliable channel for customer service to ensure your inquiries are addressed efficiently:

2.1 Email Support (Primary Channel)

This is our preferred method of support, as it allows us to track your inquiry, reference your order details, and provide clear, written responses.

  • What to Include in Your Email: To help us assist you quickly, please include:
  • Your full name (as it appears on your order or account).
  • Your order number (if applicable—found in your order confirmation email).
  • A detailed description of your question or issue (e.g., “I need help tracking order #12345” or “The sweater I received has a defective zipper”).
  • Relevant attachments (if needed): Photos of damaged products, screenshots of error messages, or shipping labels (for return/refund requests).

2.2 Response Time

  • We aim to respond to all email inquiries within 1–2 business days (Monday–Friday, 9 AM–5 PM ET).
  • During peak periods (e.g., holiday seasons, major sales events), response times may extend to 3 business days—we appreciate your patience and will prioritize urgent issues (e.g., lost orders, damaged products) whenever possible.
  • If you do not receive a response within 3 business days, please check your spam/junk folder (our emails may be filtered) or resend your inquiry to ensure we received it.

3. Issue Resolution Process

We follow a structured process to resolve your concerns efficiently and fairly, ensuring you have a clear understanding of next steps:

3.1 Step 1: Receive and Review Your Inquiry

When we receive your email, our team logs your inquiry in our customer service system and assigns it to a representative trained to handle your specific issue (e.g., shipping, returns, product questions). We review all details provided to avoid unnecessary follow-up questions.

3.2 Step 2: Provide Initial Response

Within our 1–2 business day window, we will send you an initial response that:

  • Confirms we received your inquiry.
  • Outlines the next steps (e.g., “We will investigate your lost order with USPS and update you in 2 days” or “Please send photos of the damaged product to proceed”).
  • If applicable, includes any necessary resources (e.g., return authorization number, shipping labels, tracking links).

3.3 Step 3: Resolve the Issue

  • For simple inquiries (e.g., product sizing questions), we will provide a direct answer in our initial response.
  • For complex issues (e.g., lost shipments, refund disputes), we will work with internal teams (e.g., shipping, warehouse) or external partners (e.g., carriers) to resolve the matter. We will update you every 2–3 business days on our progress until the issue is resolved.
  • Once resolved, we will send a final confirmation (e.g., “Your refund has been initiated—you will receive it in 5–10 business days” or “Your replacement order has shipped, and the tracking number is #ABC123”).

3.4 Step 4: Follow-Up

After resolving your issue, we may send a short follow-up email within 5 business days to confirm you are satisfied with the outcome. This helps us identify areas for improvement and ensure we continue to provide high-quality service.

4. Special Cases: Urgent Support

While email is our primary support channel, we recognize that some issues require urgent attention. We prioritize the following cases and aim to resolve them within 24–48 business hours:

  • Damaged products received (reported within 7 days of delivery, per our Shipping Policy).
  • Lost shipments (reported after 15 business days of shipping for domestic orders, 20 days for international orders).
  • Orders marked as “shipped” but not updating in tracking for 5+ business days.

If you have an urgent issue, please mark the subject line of your email with “URGENT” (e.g., “URGENT: Damaged Product Received”) to ensure our team prioritizes it.

5. Customer Responsibilities

To help us provide efficient support, we ask that you:

  • Provide accurate and complete information (e.g., correct order number, clear photos of issues) when contacting us.
  • Respond promptly to our follow-up requests (e.g., sending additional photos, confirming a corrected shipping address)—delays in your response may extend the resolution timeline.
  • Review our existing policies (Shipping Policy, Refund Policy) before contacting us, as many common questions (e.g., “How long do returns take?”) are answered there.

6. Changes to This Customer Service Policy

We may update this Customer Service Policy periodically to reflect changes in our support processes, channels, or customer needs. Any revisions will be posted on our website immediately, with the “Effective Date” updated to the date of the change. We encourage you to review this policy before contacting us to ensure you have the latest information about our support services. Your continued engagement with Buck Masoa after changes are posted constitutes your acceptance of the revised policy.

7. Final Note

At Buck Masoa, we value your trust and are committed to making every interaction with our customer service team a positive one. If you ever feel your issue is not being resolved to your satisfaction, please reply to your existing email thread and request to escalate the matter to a customer service supervisor. We will ensure your concern is reviewed promptly and fairly.

Thank you for choosing Buck Masoa—we appreciate the opportunity to serve you!