Help + FAQ

General

Mason & Madison Co. is available to shop online 24/7! Our regular business hours for shipping and customer service are: Monday - Friday 10am-6pm EST. We are closed on all major U.S. federal holidays.

Mason & Madison Co. is available at www.masonmadison.com

Yes, Mason & Madison Co. is committed to this policy and conducts business in an ethical, legal and socially responsible manner. This commitment extends to suppliers and other associated external resources with which we chose to do business. We purchase goods and services to the highest standards of ethical and environmental trade practices to include the provision of safe working conditions and the protection of workers across our supply chain.

Any inquiries, please email us at support@masonmadison.com

Please do not send multiple emails on the same inquiry. We answer all our emails in the order received. If you email us outside of business hours, we will respond when we return to the office. Please expect a longer response time if emailing over the weekend or holiday(s).

Ordering

● If an item is available for pre-order, it will always be indicated in the product description along with an estimated ship date.

● When you purchase a pre-order item, your card will be charged, but  your order will not be fulfilled until we get it in stock.

● Pre-orders cannot be cancelled.

● If a pre-ordered item is included in a domestic order, along with in stock items, your in stock items will be shipped before the pre-ordered items.

● If a pre-ordered item is included in an international order, your entire order will not be shipped out until the pre-ordered item is available.

● If you would like your pre-orders to be shipped separately from our products that are in stock, please place 2 separate orders.

Sale items are final sale. They cannot be cancelled, returned or exchanged.

We accept Visa, MasterCard, Discover, and American Express. You have the option to pay with PayPal, AfterPay and Apple Pay.

Unfortunately, we are unable to apply discount codes to past orders and orders that have already been placed.

No, you may only use 1 code at a time. If we are running a sale with a code that automatically applies at checkout, that is the best discount we're currently offering.

No. Unfortunately, we are unable to make price adjustments once orders have already been placed.

If you have provided an incorrect address and your order has not already shipped, we will do our best to update your order with the correct address. We cannot guarantee that your address will be changed to the correct address in time. Please email us at support@masonmadison.com

If you realize these types of errors on your final orders, please email support@masonmadison.com ASAP. If the order hasn't been shipped, our fulfillment team will do their best to make the switch. We cannot guarantee that your order will be corrected in time.

Domestic (U.S.) Shipping

An order confirmation email and shipping confirmation email are always sent to the email address you used at checkout. They often times end up in the spam folder, so please check there if you have not done so already. We frequently get asked this question by customers who entered a mobile number at checkout, instead of an email address. In this case, please check your texts, as an order and shipping confirmation text will always be sent.

If your package is returned to us for any reason, you will be responsible for paying for the package to be sent out again.

International Shipping

Yes! We ship internationally. You'll also get free standard international shipping on orders $150 USD and over!

Product Care & Warranty

With the proper care, your Mason & Madison Co. jewelry can last a long time.

Sterling Silver Care: Sterling silver jewelry can be passed down from generation to generation with the right care. We encourage you to wear your silver everyday! Silver that is used regularly needs less care. In rare cases, silver can tarnish when it is exposed to salt, air, and products containing sulfur.

Gold Filled / Gold/Rose Gold Vermeil / Gold/Rose Gold/Rhodium Plated: We encourage you to remove your jewelry before showering, exercising and swimming. Gold Filled, Vermeil & Plated jewelry can tarnish when in contact with perfumes, lotions or hair products. Please avoid harsh chemicals such as bleach, oil, jewelry cleaners, or polishing cloths, this can affect the finishing. To help keep your jewelry looking beautiful, store it in a Mason & Madison Co. packing box, sealed plastic bag or dry cloth bag.

Solid Gold: Solid gold (10k, 14k gold) is a precious metal that will not oxidize or discolor since it is the least reactive metal. The 14k alloy gives our pieces their beautiful, subtle hue. It is also an active lifestyle’s best friend; it scratches less and doesn’t bend or wear out as easily as 18k.

● Even something as strong as 14k solid gold deserves some loving. To maintain its beauty, scrub lightly with a toothbrush and warm water.

We do offer repairs for items that have been purchased within 14 days. Shipping charges apply. Contact support@masonmadison.com for more details. Repairs after 14 days of purchase are available. Please contact us for an assessment and we will send you a free estimate.

Returns & Exchanges

Returns and exchange policy could be found HERE

If you received the wrong item, email us at support@masonmadison.com

All of our items are carefully packaged and wrapped individually in bubble wrap. All items are thoroughly inspected prior to shipping. However, in the unfortunate case that an item is damaged while shipping, we will happily assist you in resolving this matter. If a charm or chain is damaged upon arrival, please send a photo of the item and a brief explanation of the defect to support@masonmadison.com. Some items may have variations because they are handmade or vintage.