Customer Service Policy – Buck Masod

At Buck Masod, we don’t just sell modern American classic clothing—we strive to build lasting relationships with our customers, rooted in the same values that define our brand: transparency, quality, and the laid-back warmth of our California roots. This Customer Service Policy outlines how we support you throughout your shopping journey, from pre-purchase questions to post-delivery assistance, ensuring every interaction with our team is helpful, respectful, and efficient.

1. Our Service Mission

Our customer service team exists to make your experience with Buck Masod as seamless and enjoyable as wearing our clothing. Whether you’re unsure about sizing, need help tracking an order, or have feedback to share, we’re here to listen, resolve issues, and ensure you feel valued. We believe great customer service isn’t just a “nice-to-have”—it’s a core part of delivering on our promise to you.

2. How to Reach Us

We offer a simple, accessible way to connect with our team, designed to fit your schedule and preferences. Currently, our primary support channel is optimized to ensure fast, focused assistance:

2.1 Email Support

The most efficient way to reach us is via email—this allows our team to gather all necessary details (like your order number or product questions) and provide a thorough, personalized response.

Email Address: [email protected]
Subject Line Tips: To help us route your inquiry quickly, include a clear subject line (e.g., “Sizing Question – Men’s Denim Jacket”, “Order Tracking – #12345”, “Refund Follow-Up”).
What to Include: For faster resolution, please include relevant details in your email:
Full name (as it appears on your order or account)
Order number (if applicable)
Contact information (phone number optional, but helpful for urgent updates)
Clear description of your question or issue (e.g., photos of a product concern, specific sizing needs)

2.2 Additional Support Notes

While email is our primary channel, we may expand to other support options (like live chat or phone support) in the future to better serve you. Any new contact methods will be updated here and announced on our website (www.buckmasod.com) so you’re always in the know.

3. Service Hours and Response Times

We understand that questions or issues can arise at any time, so we’ve structured our support hours to cover most time zones and ensure prompt responses:

3.1 Service Hours

Our customer service team operates during U.S. Pacific Time (PT) to align with our California-based operations:

Monday–Friday: 9:00 AM – 6:00 PM PT
Weekends & Holidays: Closed (we’ll respond to inquiries received over weekends/holidays on the next business day)

Major holidays when we’re closed include: Christmas Day, Thanksgiving Day, New Year’s Day, and Independence Day (U.S.).

3.2 Response Time Commitment

We prioritize timely support and aim to get back to you as quickly as possible:

General Inquiries (sizing, product details, account questions): Response within 1–2 business days.
Order & Shipping Issues (tracking, delivery delays, address changes): Response within 1 business day (we understand these need faster attention).
Refund & Return Requests (status checks, approval questions): Response within 1–2 business days (tied to our Refund Policy timeline for consistency).

If your inquiry is urgent (e.g., a package marked “delivered” but not received), we’ll prioritize it and may follow up with a phone call if you provided a number.

4. What We Can Help You With

Our team is trained to assist with a wide range of needs—here’s a breakdown of the support we offer:

4.1 Pre-Purchase Assistance

Product Details: Information about fabric, fit, care instructions, and color options (e.g., “Is the cotton in the button-down shirt pre-shrunk?”).
Sizing Guidance: Help with choosing the right size (we can share measurements, fit notes, or customer feedback for specific items).
Stock & Availability: Updates on out-of-stock products (including estimated restock dates) or limited-edition items.
Order Preparation: Help with creating an account, saving preferences, or understanding our checkout process.

4.2 Order & Shipping Support

Order Status Checks: Updates on whether your order has been processed, shipped, or is on hold (we can also resend Order Confirmation or Shipping Confirmation emails if you didn’t receive them).
Tracking Assistance: Help with interpreting tracking updates, troubleshooting missing tracking information, or following up on delayed packages.
Address Changes: Assistance with updating your shipping address—only if your order hasn’t been shipped yet (typically within 24 hours of placement; once shipped, we can’t modify addresses per courier rules).
Delivery Issues: Help with lost packages, failed delivery attempts, or damaged packages (aligned with our Shipping Policy and Refund Policy).

4.3 Returns & Refunds

Return Initiation: Guidance on starting a return (including sending pre-paid labels) and understanding return eligibility.
Refund Status: Updates on whether your return has been received, inspected, or approved, and when you can expect your refund (tied to our Refund Policy timeline).
Refund Disputes: Help with resolving issues like missing refunds (e.g., following up with your payment provider or our finance team).

4.4 Feedback & Concerns

Product Feedback: We welcome your thoughts on our clothing (e.g., “The jeans fit great but the zipper is stiff”)—this helps us improve our designs and quality.
Service Concerns: If you had a negative experience (e.g., a delayed response or unhelpful interaction), we’ll listen, apologize, and work to make it right.
Suggestions: Ideas for new products, website features, or support improvements—we share customer suggestions with our team to shape future updates.

5. How We Resolve Issues

We believe in fair, transparent resolution for every customer. Here’s our process for addressing concerns:

Listen & Understand: We’ll first ask clarifying questions to make sure we fully grasp your issue (e.g., “Can you share photos of the damaged jacket so we can assess?”).
Align with Policies: We’ll reference our existing policies (Shipping, Refund, Terms of Purchase) to ensure consistency, but we’ll also be flexible when reasonable (e.g., extending a return window for a customer with a delayed delivery).
Offer Clear Options: We’ll present you with simple, actionable solutions (e.g., “We can send a replacement jacket for free or process a full refund—whichever you prefer”).
Follow Up: After resolving your issue, we may check in to ensure you’re satisfied (e.g., “Did your replacement order arrive on time?”).

If you’re not happy with the initial resolution, you can ask to escalate your inquiry to our customer service manager—we’ll provide a response within 1 additional business day.

6. Privacy & Your Information

When you contact us, we’ll collect only the information needed to help you (e.g., your name, order number, or email address). We handle this information in line with our Privacy Policy—we won’t share it with third parties, and we’ll use it only to resolve your issue or improve our service. If you provide photos (e.g., of a damaged product), we’ll store them temporarily for resolution purposes and delete them once the issue is closed.

7. Changes to This Policy

We may update this Customer Service Policy to reflect changes in our support channels, response times, or services. When we make updates, we’ll revise the “Last Updated” date at the top of this page and post the new policy on our website. Your continued use of our services after the update means you accept the revised terms—we recommend checking this page periodically to stay informed.

8. Final Note

At Buck Masod, you’re more than a customer—you’re part of our community. Whether you’re reaching out with a question, a concern, or a compliment, we’re grateful for the opportunity to serve you. Our team is proud to uphold the same quality and care in our customer service as we do in our clothing.

If you need help, don’t hesitate to email us at [email protected]—we’re here for you.

— The Buck Masod Customer Service Team

Last Updated: 2025.09.15