Select your question below.
Note: there is also a contact us option below.
|25.||Where is your store's "Policies" page?|
FREQUENTLY ASKED QUESTIONS
QUESTION: What is your refund or exchange policy?
ANSWER: We have a flexible 30-day return policy that starts the day you receive your item in the mail. Kindly contact us within 14 days (prior to sending back your item). Please visit on our full website (non-mobile) and click "Returns" to start your return process. You will be able to choose your return reasons and print out your specified Return Authorization Form (which should be filled out using blue or black ink pen). If you cannot print the form, then simply hand write the same information on a piece of paper. Please note that returned items that are not sent in error or non-defective may incur a 15-20% restocking fee (deducted on refunds only - unless we issue a store credit) and non-refundable shipping costs. Please be advised that refunds are NOT available for e-Gift cards, opened DVDs, or personal items such as body jewelry (i.e. earrings) or undergarments due to federal health regulations unless they are damaged, defective or sent in error.
QUESTION: What do I do if I receive a damaged or defective item?
ANSWER: If your item is damaged or defective please ship the item back to us. We have a 30-day return policy that starts the day you receive your item in the mail. We will reimburse return shipping charges up to the designated amount listed on our specific Return Authorization Form. We suggest using USPS First Class Mail with tracking to return your item. Please visit on our full website (non-mobile) and click "Returns Page" to start your return process. You will be able to choose your return reasons and print out your specific Return Authorization Form (which should be filled out using blue or black ink pen). If you cannot print the form, then simply hand write the same information on a piece of paper.
QUESTION: I forgot my password. How can I retrieve it?
ANSWER: You can use our password recovery form to reset your password. Click on "account" and then click the "Lost Password" link. IMPORTANT: If you checked out as a guest in the past, then you did NOT create an account. You must register as a customer in order to have an account that you can log into. NOTE: If you continue to experience difficulties, please create a new account using a different email address, or checkout as a guest.
QUESTION: How can I login or view the status of my order, and see if the order went through properly?
ANSWER: If you registered for an account, you may login to your account directly by clicking the "Account" link on our main page (this will allow you to see more specific details regarding all of your past and pending orders). We occasionally update our web site server, so if you do not see all of your past order history, do not worry, we still have all of your order information on file. If you purchased using "Guest Checkout" (and did not register) then you may request a password to register your guest account. PLEASE NOTE: Non-registered guest accounts may not have all previous order history details displayed when you log in. Feel free to contact us if you have questions about you order, and please check your email for all order notifications.
QUESTION: How can I checkout and pay properly? I am having difficulty completing the checkout process.
- INTERNET EXPLORER: Tools > Internet options > Allow Cookies
- FIREFOX: Preferences > Privacy > Allow Cookies
- CHROME: Preferences/Settings > Advanced Settings > Privacy > Allow Cookies
- SAFARI: Preferences > Privacy > Allow Cookies
- MOBILE PHONES: Settings > Select the Browser > Internet Options / Privacy > Allow Cookies
QUESTION: What are your shipping costs?
ANSWER: You can view an estimate of shipping costs by viewing your cart and proceeding to checkout. Final shipping costs will be displayed on the invoice you see BEFORE confirming your order. Coupon codes for shipping promotions MUST be entered on the final checkout page.
QUESTION: Do you ship internationally?
ANSWER: Yes, we do ship internationally. Standard mail takes approximately 2-5 weeks. Our Priority mail upgrade takes approximately 6-10 business days (excluding weekends). We also offer 3-6 business day express mail service at an additional extra cost. We protect your privacy by writing generic descriptions of the package contents on the customs form. For example, if you order a Masonic Flag, we will only write: "3x5 flag" or "cloth flag" on the import/export documents.
QUESTION: My item was marked as "delivered" on the web, but I did NOT yet receive my shipment. What do I do?
ANSWER: This is a pretty common occurrence with USPS and other carriers. Many times during an "attempt at delivery", the post office marks as package as "delivered." Sometimes they forget to leave a note inside your mailbox informing you that they have attempted to deliver the package, and the mail carrier brings it back to the post office. Please visit your local post office and give them your package's tracking number. More than likely, they will have it in the back storage area. Also be advised, that sometimes it takes 48-72 hours after an initial attempt for the to post office to attempt a second delivery. If you believe a package has been stolen, then we will require you to visit USPS.com and file a mail theft complaint. This is a legal affidavit which is submitted to the postal inspector. Once you follow the steps below you must send us your claim number so we can verify the claim. Then we will reship or refund the order.
TO REPORT STOLEN MAIL THAT WAS MARKED DELIVERED:
Follow steps 1-14, or click the hyperlink below and follow steps 4-14.
Report mail theft to USPS (click here and continue to step 4)
STEP 1: Go to the USPS web site and click “Help”
STEP 2: Click “Contact Us”
STEP 3: Click “Email”
STEP 4: Provide Tracking (found in your purchase history)
STEP 5: Inquiry Type > Select “Problem”
STEP 6: Click Tab “Receiving Mail” >
STEP 7: Select “No Delivery/No Attempt”
STEP 8: Select “I Did not Receive a Specific Item” > then click “Continue”
STEP 9: You can select “Sender Address Unknown” or N/A ***
STEP 10: Fill out YOUR mailing address and your contact details.
STEP 11: You will receive a case number (please write it down).
STEP 12: Send us the case number
STEP 13: We will verify this number with USPS.
STEP 14: We will reship or refund.
Note: You may also visit your local post office with the tracking number we provided to you, and request a complaint form for mail theft. The postal inspector and/or postal staff can help guide you through this process. Once completed, they will give you a claim number.
*** If you or the postal inspector needs our company's originating address details please click "contact us" link, or click here: Company Information
QUESTION: My coupon code did NOT work.
ANSWER: Some promotional coupon codes have a one time use limit, for these promotions, you MUST register or login to use the coupon. If that still does not work, the coupon may be expired. Please note that most coupon codes cannot be combined. If you attempt to enter more than one code at a time, the previously entered code may be set to inactive. Contact us if you have concerns. Please be advised that we DO NOT offer cash or refunds for unused or invalid coupon codes.
QUESTION: How do you package and ship items?
ANSWER: We protect your privacy by writing basic generic descriptions on all postal documents. For example, if you're an international customer and you order a "Masonic Flag", we will only write: "3x5 cloth flag." We won't write any specific content descriptions. We NEVER write Mason, Eastern Star, etc. Due to a high volume of gift shipments, we never show any prices on our invoices (we only show product SKU numbers and descriptions). So, feel free to ship a gift to a friend. Please note: For some international orders we may be required to put a minimum value on the export documents over $50.00 USD.
QUESTION: How can I figure out my ring size?
ANSWER: We have a printable ring sizer that also has an international conversion chart (approximate). You can print out this ring sizer on paper and cut it out to measure your finger. Please click here: Printable Ring Sizer
QUESTION: How do I check my e-Gift Certificate Balance, or purchase gift certificates?
ANSWER: To purchase or check the balance of a e-gift certificate, please visit our "Gift Certificate" page. NOTE: e-gift certificates are ONLY valid on our web site. This is NOT a physical card. Your gift recipient will receive all important store credit information via email. Please double check your recipient's email address before placing your order (or use your own email address and forward the information to your recipient). Gift certificates are not redeemable for cash and are non-refundable. Gift certificates are valid for a one year term.
QUESTION: When will I receive my order?
ANSWER: Delivery depends on the shipping option you chose upon checkout (see directly below).
DOMESTIC SHIPMENTS - USA:
If you live inside of the United States, all standard mail shipments may take approximately 5-7 business days (excluding weekends), the Priority Mail option takes approximately 3-5 business days, and the Express mail Service takes approximately 2-3 business days (excluding Sundays and Holidays) after the 48 hour processing time.
International shipments outside of the USA sent via standard mail option take approximately 2-5 weeks (depending upon your location). International Priority mail is 6-10 business days excluding weekends and holidays (which we recommend), Express mail takes approximately 3-5 days (excluding weekends and Holidays) after the 48 hour processing time.
QUESTION: What is your order processing time?
ANSWER: Order processing generally takes 1-2 days (before shipment). If we are out of stock or on back order, we will either refund the out of stock items and/or contact you. Please ensure your email and phone number are correct upon checkout. We ship Monday - Saturday. Most items are shipped within 24 - 48 hours (business days) unless otherwise noted, after payment has been cleared. All packages have tracking unless otherwise noted.
QUESTION: What payment methods do you accept?
ANSWER: We accept PayPal, VISA, Master Card, Discover or American Express Card.
QUESTION: I received error messages upon checkout that are not listed here, what do I do?
ANSWER: When an error message is displayed, it may appear in red text at the top of the screen. In most cases, error messages are caused by spelling mistakes and inaccurate credit card numbers. If you are still having difficulty, then please email us at:
QUESTION: Do you offer wholesale prices?
ANSWER: At this time we do not have a specific wholesale department on this web site, but please email us and we might be able to assist you. You may also contact us about 20% discounts in regards to our affiliate network. When an affiliate joins the Mason Zone network they earn 20% commission. This commission is generated from direct sales due to clicks on Mason Zone banner ads and links. You may request permission to click your own links to obtain the 20% discount (AKA commission) through our affiliate network. Commissions are paid every 30 days through our ShareASale program. Please read more about our affiliate network by clicking the "Affiliates" link.
QUESTION: I want to send a gift to someone special (or drop ship), do you list prices on your packing slips or invoices?
ANSWER: Due to our high volume of gift orders we DO NOT display pricing on our packing slips (we only show product SKU numbers and descriptions). If you select our "Drop Shipping Service" then we do not send advertising or web details in our packaging. So, feel free to use our drop shipping service. For more information, search for "drop ship" on our store front. IMPORTANT: Please note, for international orders we are required to put a minimum value on the export documents. You are solely responsible for all export taxes (if applicable in your country or region).
QUESTION: Do you have an affiliate commission program?
ANSWER: Yes, we offer 20% commission on completed (non-returned) sales. Commissions are auto-paid after 30 days through our ShareAsale affiliate network. Commission is generated from direct sales due to clicks on Mason Zone banner ads and web links. Please read more about our affiliate network by clicking "Affiliates."
QUESTION: How does your rewards / chips program work?
ANSWER: Please read below...
CUSTOMER REWARDS / CHIP REDEMPTION
Please be advised that in order for your rewards chips to register you must be properly logged into your account. Repetitive or duplicate social shares will not register. It may take a few minutes for purchases and/or shares to register within the application. Please ensure that your computer browser is NOT blocking cookies. If you have any questions, please use the "contact us" form.
Mason Zone reserves the right to void and/or alter customer reward chips at anytime. Mason Zone also reserves the right to enable or disable the program on certain dates. Please be advised that abusive, duplicate, spamming or fraudulent users may be banned from participation. Unused chips cannot be redeemed for cash, different coupons or shared with other customers. Please note that previously redeemed chips may not be returned to your account upon customer refund or exchange. Mason Zone reserves the right to terminate or amend the rewards program at anytime without prior notice. The rewards app program is developed and maintained by Loyalis Technologies Inc. To help maintain privacy, only customer first name, last initial and generic avitar cartoon image is displayed in the current rewards roster. If you have any questions, please use the "contact us" form.
NOTE: If you are interested in our affiliate program through ShareAsale.com where can earn 20% sales commission by advertising on behalf of MasonZone.com, then please view our "affiliates" program link above.
ANSWER: MasonZone.com is committed to protecting your privacy. We ship items in a durable, high quality poly-mailer and/or box packaging with very little content details on international customs forms. For example, if you order a Masonic flag, we may write: "3x5 cloth flag." As far as data collection, the information the our site gathers is through aggregated tracking (i.e. number of visits) which is information derived mainly by tallying page views throughout our site through Google Analytics and direct clicks from our social media sites. This information allows us to better tailor our content and services to our customers' needs. We will never sell or disclose any information that identifies you to a third party without your prior approval. We may use the information we collect to periodically notify you about new services or special offers we think you'll find valuable. If you would rather not receive this information, you may send an e-mail towith 'unsubscribe' as the subject line. You may also opt-out of Google cookies by going to: www.google.com/settings/ads. We do not sell, trade or rent your personal information to others.
The Mason Zone™ is the one-stop-shop pride depot for Freemason, Eastern Star, Knights of Columbus, Elks Lodge, Military members, and various fraternal orders and groups. Our company originated as an online retailer featuring various jewelry, apparel, accessories and retail items. Over the past few years, our Masonic and Eastern Star clients have asked us to offer new and exciting items. Since Masons represent a great number of our loyal customers we developed a one-stop-shop for Masonic merchandise. We are happy to serve the Freemason and Eastern Star community. We are a stand alone company, we are not owned or operated by any fraternal organization or lodge. We are strictly an online shipping business we do not sell via brick and mortar. Thank you for your interest in our store!
Company Mailing Address:
P.O. Box 907
Hartsdale, NY 10530
Important Notice: The above address may NOT reflect the actual return address for refunds or exchanges. Only returns (with prior authorization and full tracking) should be sent to the warehouse address we provide to you upon inquiry. Returns without prior authorization information enclosed may not reach the proper exchange or refund service department.
Mason Zone web site is maintained by C&D Sellers Direct Inc.