If our product is defective or damaged during shipment, please accept our apologies and contact MassTone Customer Service via services@support-order.us.

Return Process:
Step 1: Contact us via support@masstone.store with your order number, photos or video of items, and return reason.
Step 2: Our customer service team will provide you with a free return label
Step 3: Print your label, affix it to your return package, and drop it off at a local carrier store at your convenience.

Note: New, unopened products must be returned in the condition you received them and with the original box and/or packaging, along with your order information.

Refund or exchange process
Within 48 hours after ordering:
Step 1: Contact us via services@support-order.us with your order number, and your refund/exchange reason.
Step 2: We will assist you in refunding or exchanging.

Note: We will need 2-5 days to produce your items (the shoes or customized bags will require extra time) and 7 – 10 days to ship them out. Please contact us within 48 hours to best facilitate a refund or product exchange.

After receiving:
Step 1: Contact us services@support-order.us and provide your order number, actual photos or video of items, and return reason.
Step 2: Our customer service team will inspect and assist your order and wish.