Return Policy
We at MasonAccess (Masonry Accessories, Inc.) are all about top-notch service and products, but we do have a return process in place. If you think you need to return something, take a look at our Return Policy and reach out to our team. They’ll help you figure out if your item fits the bill for a return.
Authorized Return Period
Kindly inspect your order upon receipt. A 30-day return period from the invoice date is provided for most items; however, returns submitted thereafter will not be accepted for processing.
Shipping Disclaimer Notice
MasonAccess aims to ship orders within one business day. Online orders placed after 2:00 pm ET usually ship the next business day (e.g., a Friday afternoon order ships Monday). For same-day shipping on orders placed after 2:00 pm ET, please contact MasonAccess, and we will try our best to assist you. Next-day shipping orders placed before 2:00 pm ET for in-stock items are typically shipped the same day. Next-day shipping does not include Saturday delivery (e.g., a Friday afternoon order with next-day delivery ships Monday and arrives Tuesday). For Saturday delivery, please call MasonAccess; additional fees will apply.
Restocking Fee
Returns require prior authorization via email from a MasonAccess representative. A restocking fee applies to all returns unless a waiver is authorized by a team member. Unauthorized returns will not be accepted. Returned items must be in original, unused condition, including all original packaging, warranty cards, and manuals. Used items are not eligible for return.
Damaged Merchandise
MasonAccess is not liable for damage to merchandise resulting from customer misuse or failure to adhere to owner’s manual instructions. We do not accept returns for items damaged due to customer misuse or negligence.
Credits, Refunds and Exchanges
Shipping fees are non-refundable. Return credits will not include the original shipping costs. Customers are responsible for all return shipping charges.
Exchanged Merchandise
Exchanged items are not eligible for further exchange or credit.
Return Procedure
To return an item purchased within the last 30 days, call MasonAccess at 800.924.6802 (Monday – Friday, 7:00 AM to 4:00 PM EST) for authorization. Have your invoice number ready if possible. Securely pack all return items (original packaging can be used) and ship them to the address provided by MasonAccess using an insured and trackable shipping method like UPS or FedEx. Return shipping costs are the customer’s responsibility. Include a copy of your invoice and keep the original for your records. Returns must be received within 10 days of authorization and must be in original, unused condition with all original warranty cards and manuals intact. Do not tape or damage the manufacturer’s original product cartons.
Ship approved returns to:
MasonAccess
ATTN: Returns Department
39201 Amrhein Rd
Livonia, MI 48170
Warranties
MasonAccess provides full manufacturer warranties with all merchandise. Customers are required to complete and mail in the warranty cards. For any warranty repairs or replacements, please contact your local authorized service center. If assistance in contacting the manufacturer is needed, our team can provide further information.
Lost or Damaged Packages
Upon receiving your order, please inspect it immediately. Do not sign for a package without fully inspecting the contents if it appears damaged. All items damaged during shipping are insured. If an item is damaged, contact UPS within 24 hours or call our team. If your order hasn’t arrived within two weeks, please contact us as it may be lost in transit. You can track your order at www.ups.com using the tracking number we provide.
Customer Service
MasonAccess team members are available by phone Monday-Friday, 7:00 AM – 4:00 PM EST. Call toll-free: 800.924.6802 or MI local 248.988.4200/ FL local 407.839.4321