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If your question is not answered below, please reach out to us via our contact page.

Shipping

What’s the deal with shipping?

MASONgrey strives to have your order processed and shipped out to you within 5 business days. Orders are processed and shipped Monday through Friday only. Standard shipping is free on orders over $150 within the US. Tracking is provided with every order we ship worldwide. International shipping rates will be calculated at checkout. Please be aware that during holidays, shipping may be delayed.

Please note, customer service hours are Monday - Friday from 9:00am - 5:00pm PST.

How can I track my order?

You will receive an order confirmation once you place an order. When your order ships, you will receive a secondary email notice with your tracking number. If you have any other inquiries, please email info@masongreyla.com.

I think my package is lost. What should I do?

If you did not purchase Route Protection, MASONgrey is not responsible for lost or stolen packages, or any packages that are held in customs. If you feel this has happened to you, we recommend tracking your item and then reaching out to your local UPS or USPS directly. Unfortunately, once an order has left us, we are unable to control its whereabouts.

We recommend using Route Package Protection, which can be added to your order at checkout. Route provides protection for shipments that are lost, damaged, or stolen. Visit routeapp.io to learn more.

What is the Route Protection Package I see here at checkout?

We recommend using route package protection, which can be added to your order at checkout. Route provides protection for shipments that are lost, damaged, or stolen. Visit routeapp.io to learn more.

If Route is not used, MASONgrey is not responsible for lost or stolen packages. To file a claim please go to https://claims.route.com. Please note, Route Protection cannot be added after you have already checked out.

I placed an international order, who is responsible for the cost of duties and taxes?

MASONgrey is not responsible for the cost of duties and taxes.

Returns & Exchanges

What is your return policy?

Our hope is that you love your new item(s), but we understand sometimes it doesn’t work out! We are happy to accept your returns and exchanges for items that have been unworn, unwashed, unaltered and are free of stains and damage (including smell).

These products are intimate items, therefore, your merchandise must be sent within 10 days of delivery in order for us to honor your request for a return, exchange or store credit. Returns sent to our facilities without MASONgrey's prior approval will not be fulfilled and will be donated to a charity on your behalf.

Products received as gifts are eligible to a 3 month exchange or store credit window from the date of purchase.

For full details of our return/exchange policy, including fees and other exceptions, please visit Return/Exchange Policy.

To start a return, please use our return portal!

How does an exchange work?

We need to receive the original item back within 14 days of initiating the exchange in order for us to honor your request.

For full details of our return/exchange policy, including fees and other exceptions, please visit Return/Exchange Policy.

To start an exchange, please use our return portal!

International orders are not eligible for an exchange. Please contact our support team at info@masongreyla.com if you're looking to return an international order.

When does my order need to be in by to get Next Day Air or Two Day Air?

Your order must be in by 12pm PST to go out the same day for Next Day Air or it will be shipped the following day. We do not ship on weekends.

Other

How do I care for my MASONgrey?

When washing your MASONgrey pieces, hand wash or machine wash on cool! Lay flat to dry or tumble dry on low. Wash with similar colored clothing!

What is Cloud Jersey fabric?

Our Cloud Jersey fabric is a poly and spandex blend. The reason we use this specific blend is not only because it is deliciously soft, but also because we want our robes to last! This special blend keeps them feeling soft, but also durable enough to be machine washable.

Do you offer price adjustments?

We allow price adjustments on select styles for orders placed within 7 days of the start date to when the product price was marked down.

May I update or change my order once it’s placed?

Once an order has been placed that item cannot be changed. If you need to make any changes to your shipping information, please contact us at info@masongreyla.com.

Can I add a gift box or a gift message to my order?

Of course! We offer gift boxes for $10, which includes a note. In the cart drawer, you can add a gift box to your order and a note.

How can I buy a gift card?

We do offer gift cards, please see the gift card section below the main menu. Take me to the gift cards.

I'm unsure about a size or have fit questions, where can I find this information?

Please refer to our size charts, located under the Size Chart tab on the product page for specific measurements on each style.

An item I’m in love with is sold out in my size, what can I do?

New items tend to sell out fast. Unfortunately, with the exception of Black Stars and White Stars, we don’t typically restock prints. If you love an item, we recommend purchasing ASAP!

Where is my 10% off code for subscribing to your email list?

Please check your junk folder before reaching out for your 10% off code.

What do I need to know about my MASONgrey Mini pieces?

MASONgrey Mini pieces should be washed before wearing. Wash in cold or warm water and lay flat to dry. Cloud Jersey fabric prints are made out of 96% polyester 4% spandex. One pieces are not intended for sleepwear.