Thank you for choosing Mason Genie! We’re dedicated to providing you with exceptional products and outstanding customer service. If you ever need to return or exchange an order, here’s how it works:
RETURNS
If you’re not completely satisfied with your purchase, you may return it within 60 days of purchase for a refund or exchange.
To get started, please email support@masonathome.com. Our team will give you the correct return address and instructions.
⚠️ Please do not return items to the address on your shipping label. Returns sent without contacting us first — or to an unauthorized address — cannot be processed.
Items must be in unused, original condition and packaging. Customers are responsible for return shipping costs, and we do not provide prepaid labels.
Once your return arrives and is inspected, we’ll issue a refund within 10 business days. Shipping charges are non-refundable, and refunds are always sent back to the original payment method for security reasons.
ORDER CANCELLATION OR CHANGES
Need to cancel or adjust your order? Just email us right away at support@masonathome.com. We ship quickly (usually within 1 business day), so if your order has already left our warehouse, we can’t cancel it, but you can still send it back through our returns process above.
DAMAGED OR DEFECTIVE ITEMS
If your order arrives damaged or defective, don’t worry — we’ll make it right. Please contact us within 14 days of delivery at support@masonathome.com and include photos of the issue. We’ll send a replacement at no cost, or a refund if a replacement isn’t available.
INCORRECT SHIPPING ADDRESS
Please double-check your shipping details when placing your order. We can’t be responsible for packages delivered to an incorrect or incomplete address provided by the customer.
- If your package is returned to us due to an incorrect address, shipping fees will not be refunded.
- We’re happy to resend your order, but the shipping cost for re-delivery will need to be covered by the customer.
LOST PACKAGES
If your tracking shows “delivered,” this counts as proof of delivery, and we cannot be held liable for lost or stolen packages.
If your order hasn’t been delivered within 30 days of purchase, and tracking confirms non-delivery, we’ll gladly reship your order or issue a refund.
We’re always just an email away if you need anything — thank you for supporting our small business.