Dispute Resolution & Arbitration Policy
If something goes wrong, here is exactly how we make it right.
This page explains, in plain language, how Mason Park handles disagreements with customers — from a first email to our support team through to binding arbitration, should that ever become necessary. It also sets out your right to opt out of arbitration, the disputes this policy does not cover, and how your rights change depending on where you live.
We would rather solve a problem than argue about it
Direct conversation, first
The overwhelming majority of order, sizing, shipping, and billing issues on Mason Park are resolved by our own support team within a day or two, without any need for a formal claim. This policy is our fallback for the rare case where a direct conversation does not settle things.
Clear rules, agreed in advance
Rather than leaving disputes to chance, this policy sets out — before any disagreement happens — exactly who you contact, how long each stage should take, and what process applies if a dispute about a Mason Park order cannot be resolved informally.
This policy applies to disputes concerning purchases made on mason-park.com from any category we sell — Early Fall Collection pieces, loafers, sneakers, sandals, sunglasses, belts, watches, bags, and our men's and women's tops, bottoms, outerwear, footwear, and accessories — as well as disputes about the website itself, your account, gift cards, promotions, and marketing communications. It applies between you and Black Scape LLC, the registered company trading as Mason Park, whose full identity is set out in our Terms of Service.
How a dispute actually gets resolved
Every disagreement, however small, follows the same four stages. Most stop at Stage 1.
Contact support directly
Email support@mason-park.com or call +1 3025094305 with your order number and a description of the issue. We aim to give a substantive first reply within 1 business day.
Formal written notice
If our support team cannot resolve the issue, either of us may send a written "Notice of Dispute" describing the claim, the amount involved, and the resolution sought, starting a 60-day informal negotiation period.
Small claims or arbitration
If 60 days pass without resolution, the dispute proceeds either to your local small claims court (for eligible claims) or to individual, binding arbitration as described below.
Resolution & award
A judge or arbitrator issues a decision. Arbitration awards are final, binding, and enforceable in court in the same way as a court judgment.
Binding Arbitration Agreement & Class Action Waiver
This section is a legal agreement between you and Black Scape LLC (trading as Mason Park). Please read it carefully — it affects how disputes get resolved and, unless you opt out as described below, it means most disputes are decided by an individual arbitrator rather than a judge or jury.
Agreement to arbitrate
You and Mason Park agree that, to the fullest extent permitted by the U.S. Federal Arbitration Act (9 U.S.C. §§ 1–16, the "FAA"), any dispute, claim, or controversy arising out of or relating to your purchase, use of mason-park.com, your account, or these policies — except where noted under "What this agreement does not cover" below — will be resolved through final and binding individual arbitration, not in a court, and not as a jury trial.
Administering body & rules
Arbitration is administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules, available at adr.org, in effect at the time the claim is filed. If the AAA is unavailable, the parties will agree on a comparable independent arbitration provider applying similar consumer-protective rules.
How a hearing takes place
For claims under the AAA's small-claim threshold, arbitration may be conducted on written submissions alone, unless you request a telephonic or in-person hearing. For larger claims, a hearing takes place by telephone, video conference, or in person in the county where you reside, at your election.
Who pays the fees
Mason Park will pay all AAA filing, administrative, and arbitrator fees for claims under USD $10,000, unless the arbitrator finds your claim frivolous under the AAA Rules. Your share of the fees is limited to what the AAA Consumer Arbitration Rules assign to consumers for a claim of that size.
Class action & jury trial waiver
Arbitration under this agreement takes place only on an individual basis. Neither you nor Mason Park may bring a claim as a plaintiff or class member in any purported class, collective, consolidated, or representative proceeding, and an arbitrator has no authority to combine more than one person's claims or preside over any form of a class or representative proceeding. Both parties waive any right to a jury trial for claims subject to this agreement. If a court decides this class action waiver is unenforceable as to a particular claim, that claim (and only that claim) will proceed in court instead of arbitration, and the rest of this agreement remains in force.
Your 30-day right to opt out
You may opt out of this arbitration agreement and class action waiver entirely, with no effect on your ability to shop with Mason Park. To opt out, send an email to support@mason-park.com with the subject line "Arbitration Opt-Out," including your full name, order number or account email, and a clear statement that you wish to opt out of arbitration, within 30 days of your first order on mason-park.com or your first exposure to this policy, whichever is later. If you opt out, disputes between you and Mason Park will instead be resolved in the courts described under "Governing Law & Venue" below, and the class action waiver in this section will not apply to your claims.
- Confidentiality
- The arbitrator's award and the underlying proceeding are kept confidential, except as needed to enforce the award or as required by law.
- Award & enforcement
- The arbitrator's decision is final and binding, subject only to the limited review available under the FAA, and judgment on the award may be entered in any court of competent jurisdiction.
What this arbitration agreement does not cover
Arbitration is not the only path available to you. The following matters may always be brought in court, regardless of the arbitration agreement above.
Small claims court
Either party may bring an individual claim in small claims court in lieu of arbitration, as long as the claim qualifies for that court's monetary and subject-matter limits.
Intellectual property claims
Either party may seek injunctive or other equitable relief in court to protect its intellectual property rights, such as trademark, copyright, or trade secret claims, without first arbitrating.
Public injunctive relief
Nothing in this agreement limits your right to seek public injunctive relief in court where applicable state law — including California's rule on non-waivable public injunctive relief — makes that right non-waivable.
This agreement also does not limit any statutory right you hold that cannot lawfully be waived by private agreement, including mandatory consumer protections available to residents of the European Union, the United Kingdom, Canada, and Australia, described in full under "International customers" below.
Payment disputes and card chargebacks
Talk to us before you dispute a charge
Mason Park accepts Visa, Mastercard, American Express, Discover, Diners Club, Elo, JCB, UnionPay, PayPal, Apple Pay, and Shop Pay. All transactions run over an SSL-encrypted, PCI-DSS-compliant connection, and every charge on your statement appears clearly as Mason Park or Black Scape LLC. If you believe you were charged in error, were billed twice, or never received a refund we confirmed by email, contact support@mason-park.com first — most billing issues are corrected within 1–3 business days without any need to involve your card issuer or PayPal.
Diners Club
Elo
Shop Pay
If a chargeback is already filed
If you have already opened a dispute with your bank, card network, or PayPal, that process runs under your provider's own rules and timeline, and we respond to it directly with the evidence of your order, delivery, and any prior correspondence. Opening a chargeback does not prevent you from also contacting us, and doing so does not waive any right described elsewhere in this policy. If a chargeback is later reversed in Mason Park's favor after a refund has already been issued for the same order, we will contact you before taking any further action.
State-specific rules that may apply to your claim
Arbitration law in the United States is set primarily by the FAA, but several states add protections for consumers that this policy is designed to respect rather than override.
California
Under California's "McGill rule," an arbitration agreement cannot waive your right to seek public injunctive relief in court, and this policy does not attempt to do so. Under California Code of Civil Procedure § 1281.97, if Mason Park does not pay required arbitration fees within the deadline set by the AAA, you may treat Mason Park as in material breach and proceed in court instead. California residents also retain all rights under the Consumers Legal Remedies Act and the California Consumer Privacy Act (CCPA/CPRA), described in our Privacy Policy.
New Jersey
New Jersey's Truth-in-Consumer Contract, Warranty and Notice Act (TCCWNA) prohibits contract terms that violate a consumer's clearly established legal rights. Nothing in this policy is intended to, and nothing in this policy should be read to, waive any right a New Jersey resident holds under TCCWNA or other New Jersey consumer protection law.
Vermont & Montana
Vermont and Montana each place limits on the enforceability of mandatory pre-dispute arbitration clauses in certain consumer contracts. Where a provision of this arbitration agreement is unenforceable under the law of your state of residence, that specific provision is severed, and the remainder of this policy — including the informal resolution process — continues to apply.
All other states
Residents of every U.S. state retain the consumer protections available under their own state's unfair and deceptive trade practices statutes and state attorney general enforcement authority, in addition to the federal protections described in our Company Information. Where a state law creates a non-waivable right that conflicts with a term of this policy, the state law controls as to that right only.
Sales tax & nexus
Billing disputes involving sales tax are resolved under the tax law of the state to which your order was shipped; Mason Park collects sales tax only in states where we have an economic or physical nexus obligation to do so.
International customers keep their local consumer rights
Mason Park ships worldwide from Wilmington, Delaware. Wherever you live, this arbitration agreement supplements — and never reduces — the mandatory consumer protection rights available to you under your own country's law.
European Union
If you are an EU resident, the mandatory consumer protections of the Consumer Rights Directive (2011/83/EU) and your national implementing law apply to your order regardless of this arbitration agreement. Mason Park is a U.S. company and does not commit to use any particular alternative dispute resolution (ADR) scheme; if you wish to pursue out-of-court resolution, you may contact the consumer protection authority or ADR body recognized in your own EU member state. You always retain the right to bring a claim before the courts of your own country under mandatory EU consumer law.
United Kingdom
UK customers are protected by the Consumer Rights Act 2015 regardless of this arbitration agreement. If a direct resolution with our support team is not possible, UK customers may seek free, impartial guidance from Citizens Advice or their local Trading Standards service, and always retain the right to bring a claim in the UK courts under mandatory UK consumer law.
Canada
Personal information belonging to Canadian customers is handled in line with PIPEDA, as described in our Privacy Policy. Canadian customers retain access to their provincial small claims court and provincial consumer protection legislation for eligible claims, in addition to the informal resolution process described above.
Australia
Australian customers are protected by the consumer guarantees in the Australian Consumer Law, which cannot be excluded, restricted, or modified by this policy. Where a dispute cannot be resolved directly, Australian customers may contact the Australian Competition and Consumer Commission, their state or territory fair trading office, or the relevant civil or consumer tribunal in their state.
Customers in any other country retain whatever mandatory consumer protection rights their local law provides. Where a term of this policy would conflict with a right that cannot be waived under your local law, your local law prevails as to that right, and the remainder of this policy continues to apply.
Governing law, venue & severability
This policy, and any dispute not subject to arbitration or brought in small claims court, is governed by the Federal Arbitration Act and the laws of the State of Delaware, without regard to conflict-of-laws principles, except where mandatory consumer protection law in your own country or state requires otherwise. For any dispute that proceeds in court rather than arbitration, you and Mason Park agree to the exclusive jurisdiction of the state or federal courts located in New Castle County, Delaware, unless your local law grants you the right to sue in your own jurisdiction, in which case that right is preserved.
Severability
If any provision of this policy is found unenforceable, that provision will be limited or eliminated to the minimum extent necessary, and the remaining provisions will continue in full force. Except as stated in the class action waiver above, if the prohibition on class or representative proceedings is found unenforceable for a particular claim, that claim proceeds in court and every other claim remains subject to individual arbitration.
Changes to this policy
We may update this policy from time to time to reflect changes in our operations or in applicable law. Material changes to the arbitration agreement will not apply to a dispute of which we had written notice before the change took effect, and any such change will include a new 30-day opt-out window for that change. The version in effect at the time your dispute arises governs that dispute.
Effective date
This Dispute Resolution & Arbitration Policy was last updated and is effective as of August 24, 2026.
Start with a conversation, not a claim
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| Average reply time | Within 1 business day |
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Last updated and effective: August 24, 2026 — Mason Park is a trading name of Black Scape LLC (EIN 38-4157690), 3 Germay Dr Unit 4, Wilmington, Delaware 19804, United States. This page is provided for transparency and does not constitute legal advice.