Frequently asked questions

Yes — Masessa offers free shipping on all orders within the United States. No minimum order required and no hidden fees. The total you see at checkout is the exact amount you will be charged.

We currently ship exclusively within the United States. We do not offer international shipping at this time.

Orders are processed within 1–3 business days (Monday–Friday, excluding public holidays). Orders placed after 5:00 PM GMT-5 begin processing the next business day. Once shipped, transit takes an additional 3–8 business days. In total, expect your order within 4–11 business days from purchase.

Once your order ships, you will receive a confirmation email with a tracking number. Please allow up to 24 hours after receiving the email for tracking to become active with the carrier.

Damaged items: Contact us at support@masessa.com within 48 hours of delivery with your order number and clear photos of the damage. We will arrange a replacement or full refund at no cost.

Lost packages: If your order has not arrived within 14 business days of purchase, contact us and we will open a carrier investigation. If confirmed lost, we will reship or fully refund your order.

You may cancel your order within 2 hours of purchase by emailing support@masessa.com. After this window, your order may have already entered processing and cannot be canceled. If it has already shipped, please follow our return process.

We are sorry to hear that. Please email support@masessa.com immediately with your order number and a photo of the item received. We will ship the correct item and cover all return shipping costs for the incorrect one.

Larger orders may be shipped in multiple packages. If part of your order has not arrived, please allow an additional 1–3 business days. If it still has not arrived after that, contact us and we will look into it right away.

We accept returns within 30 calendar days of delivery. Items must be unused, in their original condition, with all tags and original packaging intact. There are no restocking fees. For full details, see our Refund Policy.

1. Email support@masessa.com with your order number and reason for return. 2. Our team will review your request and send you an RMA number and return instructions. 3. Securely repackage the item in its original packaging with all tags included and write the RMA number on the outside. 4. Ship the item to our Returns Center at 50 Terminal St, Charlestown, MA 02129. We recommend using a trackable service.

Return shipping is the customer's responsibility, except where the item arrives defective, damaged, or incorrect — in those cases we cover all return shipping costs in full.

Once we receive and inspect your return, we will send a confirmation email. If approved, your refund will be issued to your original payment method within 5 business days. Your bank may take additional time to post the credit.

We do not process direct exchanges. Simply return your original item and place a new order for the item you want — this is the fastest way to get the right product to you.

We accept Visa, Mastercard, American Express, Maestro, Apple Pay, and Google Pay. All transactions are SSL-encrypted and PCI DSS compliant. For full details, see our Payment Policy.

No hidden fees. Prices are exclusive of applicable sales tax, which is calculated and displayed at checkout based on your shipping address. The total shown at checkout is the exact amount you will be charged.

1. Check that your card details, billing address, and available balance are correct. 2. Contact your bank to check for any restrictions on your account. 3. Try an alternative payment method at checkout. If the issue continues, contact us at support@masessa.com and we will help.

Reach us at support@masessa.com or call +1 360 760 3454. We respond within 24 hours.

Business hours (GMT-5):
Mon–Fri: 8:00 AM – 6:00 PM
Sat–Sun: 10:00 AM – 4:00 PM

Our company is located at 9 Kyle Rd, Concord, NH 03303, United States.
Our Returns & Fulfillment Center is at 50 Terminal St, Charlestown, MA 02129, United States.