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Customer Service
Cole & Mason Customer Service Help
Pre-Order Questions
COVID-19 Update on Store Procedures
Click here to view information about how COVID-19 has impacted our store procedures.
Order Processing
Processing timeframes, placing an order, and order processing notifications
Phone Orders
How to place an order over the phone with Cole & Mason
Sales Tax and Tax Exempt
Sales tax, tax exempt, international taxes and when they are applicable
Terms Account
Setting up a terms account with Cole & Mason for wholesale or bulk purchases
Clearance / Discounts
Details regarding items put on clearance and current coupons or promotions
Wholesale or Bulk Purchases
How to apply for a wholesale or bulk purchase with Cole & Mason
Freight Forwarders or Border Pick-Up Locations
We currently do not ship to any Border Pick-Up or Freight Forwarder locations
Shipping
General Shipping Information
General shipping policies and procedures for all shipments
Economy Shipping
Economy shipping policies, procedures, and timeframes
USPS Shipping
U.S. Postal Service policies, procedures, and timeframes
FedEx Shipping
Federal Express shipping policies, procedures, and timeframes
Drop Shipments
Explanation of what drop shipments are as well as Cole & Mason drop ship policies
Shipping Issues
Shipping policies including damaged items, missing items, and undeliverable or refused packages
Order Status
E-Mail Notifications
Notifications you may receive from Cole & Mason via e-mail
Changing or Canceling your order
How to change or cancel an order you have placed with Cole & Mason
Order Status and Tracking
How to find out the status of your order and obtain the tracking associated with it
Request an Invoice
How to obtain an invoice from any previous purchases made with Cole & Mason
Items Out of stock or on Backorder
Why items are out of stock or on backorder and what it means
Returns
Return Policy and Instructions
Cole & Mason return policies and procedures
Damaged Items
Cole & Mason policies on damaged items
Defective Items
Cole & Mason policies on defective items
Accounts and Payments
Account Info
Learn how to create an account and what the benefits of having one are.
Payment Methods
Acceptable forms of payment with Cole & Mason
Security
Checkout Security and Fraud Prevention
Sales Policies
Complete list of store policies and procedures
Contact Us
Holiday Shipping & Hours
Please be aware of our Holiday operating times and shipping windows
Warranty Info And Claims
Click here if you have have a defective product that you think is covered by warranty.
Contact Us / Product Support
Click here if you have a question on a product we sell, a general order related question or just need to contact us.