Contact us

Get in Touch with MC Craft LLC

Have questions about our engraved leather hats or personalized whiskey glasses? Need assistance with a custom design? Our dedicated customer support team is here to help. We take pride in responding quickly, clearly, and helpfully to every inquiry.

Quick Contact Information

Phone Support Hours:
Monday – Friday: 9:00 AM – 6:00 PM Hawaii Standard Time (HST)
Saturday: 10:00 AM – 2:00 PM HST
Sunday: Closed (email only)

Email Support

For the fastest resolution to most inquiries, email is often your best option. Our support team monitors minhchichu655@gmail continuously throughout the business day.

When to Use Email

Order Inquiries: Include your order number in the subject line for immediate routing to our order management team.

Design Questions: Attach reference images or describe your custom design requirements. Our design team will respond with feasibility assessment and mockup timelines.

Returns & Exchanges: Provide your order number, photos of any damage or defects (if applicable), and your preferred resolution.

Wholesale Inquiries: Indicate “Wholesale” in the subject line along with your business name and estimated monthly volume.

Partnership Proposals: We’re always open to collaborations with influencers, corporate buyers, and complementary brands.

Email Template for Faster Service

To help us serve you better, please include:

Subject: [Brief description of your inquiry]

Order Number: (if applicable)
Product: (Leather Hat / Whiskey Glass / Gift Set)
Issue or Question: (Detailed description)
Attachments: (Photos of damage, design references, etc.)

Phone Support

Speaking with a real person is sometimes the best way to resolve complex issues or ask detailed questions before placing an order.

Call +84968161295

Best Times to Call

• Tuesday – Thursday, 10 AM – 3 PM HST: Lowest call volume, shortest wait times

• Monday mornings & Friday afternoons: Highest call volume, longer wait times possible

What to Have Ready Before Calling

• Your order number (if you’ve already purchased)

• Product name or description of what you’re interested in

• Specific questions about sizing, engraving options, or shipping

Phone Support Limitations

Our phone team can answer general questions, check order status, and initiate returns. However, some services require email:

• Custom design proofs and revisions

• Photo documentation for damage claims

• Detailed technical specifications

For these, we’ll direct you to email – not because we don’t want to help, but because visual information is essential for accuracy.

Live Chat

Visit mccraft.store and click the chat icon in the bottom-right corner to connect with a support representative instantly.

Live Chat Availability

Messages sent outside live chat hours receive an automated response with an estimated reply time via email.

Best Uses for Live Chat

• Quick questions about product specifications

• Checking real-time inventory availability

• Confirming shipping timelines

• Troubleshooting website navigation or checkout issues

• Requesting a callback during phone support hours

Contact Form

Prefer structured communication? Use the contact form on our website (mccraft.store/contact). The form requires:

• Your full name

• Email address (for response)

• Order number (optional, but helpful)

• Category (Order Status, Returns, Product Question, Custom Design, Other)

• Your message

Form submissions are converted into support tickets and routed to the appropriate team member. You’ll receive an automated confirmation immediately, followed by a personal response within 24 hours.

Frequently Asked Contact Scenarios

Scenario 1: I haven’t received my order yet

Action: Check your tracking number first (emailed when your order shipped). If tracking shows “delivered” but you don’t have the package:

1. Check with neighbors or building management

2. Wait 48 hours (carriers sometimes mark delivered before actual drop-off)

3. Email minhchichu655@gmail.com with your order number and “Missing Package” in the subject line

Scenario 2: I want to modify my order after placing it

Action: Email us immediately. If your order hasn’t entered production (typically within 4 hours of placement), we can modify design, shipping address, or product selection. Once engraving begins, modifications become impossible.

Scenario 3: I need a rush order for a specific date

Action: Call +84968161295 during business hours. While we don’t guarantee rush shipping, we can often expedite production for an additional fee depending on current workload. Have your deadline and desired products ready.

Scenario 4: I’m unhappy with my engraved product

Action: Email photos showing the issue within 7 days of delivery. We’ll evaluate whether the problem is due to:

• Our error (incorrect design, poor quality) → Free replacement or full refund

• Customer error (submitted wrong text, unclear instructions) → Replacement at cost price

• Normal variation (leather grain, wood texture) → No defect, but we’ll discuss options

Scenario 5: I want to place a large corporate order (50+ units)

Action: Email minhchichu655@gmail.com with “Bulk Order” in the subject line. Include:

• Product(s) desired

• Quantity

• Required delivery date

• Design details (logo files, text requirements)

• Budget per unit (if applicable)

Our wholesale team will respond within 24 hours with pricing and timeline.

Physical Mail & Returns

Returns Address:
MC Craft LLC Returns Department
1001 Bishop St STE 2685A
Honolulu, HI 96813

Important Notes for Returns:

• Contact us BEFORE shipping any return

• Unauthorized returns may be refused

• Customers are responsible for return shipping costs unless the return is due to our error

• We recommend using tracked shipping for returns (MC Craft is not responsible for lost return packages)

Social Media

While social media is not our primary support channel, we do monitor comments and direct messages on:

• Instagram: @mccraft (product showcases, design inspiration)

• Facebook: /mccraftllc (community discussions, event announcements)

• Pinterest: /mccraft (gift ideas, styling guides)

For support inquiries, email or phone is strongly preferred. Social media platforms lack the security and organization needed for order-specific communications.

Escalation Process

If you’ve contacted us and feel your issue hasn’t been resolved appropriately, you may request escalation to a supervisor.

Step 1: Reply to your existing email thread with “ESCALATION REQUEST” in the subject line

Step 2: Briefly explain why you’re unsatisfied with the resolution offered

Step 3: A team lead or manager will respond within 24 business hours

We take escalations seriously. Every escalated case is reviewed by our operations manager and discussed in our weekly quality meeting.

Response Time Guarantee

We guarantee a response to every inquiry within:

• 24 hours maximum for emails and contact forms

• 5 minutes average for live chat during business hours

• 2 minutes average for phone calls

If you haven’t received a response within these timeframes, please:

1. Check your spam folder (our emails occasionally get filtered)

2. Try an alternative contact method

3. If still unresolved, email again with “SECOND ATTEMPT” in the subject line

Privacy and Security

When you contact MC Craft LLC:

• Your personal information is never shared with third parties (except shipping carriers for order fulfillment)

• Phone calls are not recorded (though notes are taken for follow-up)

• Email communications are stored securely and deleted after 12 months

• Live chat transcripts are anonymized after 30 days

For complete details, see our Privacy Policy (available on our website).

Before You Contact Us

Many common questions are answered in our:

• FAQ – Covers sizing, engraving options, care instructions

• Shipping Policy – Detailed timelines by region, customs information

• Refund Policy – Return eligibility, timeframes, exceptions

• Terms & Conditions – Legal information, intellectual property

We encourage you to review these resources first – they may provide immediate answers without waiting for a response.

We Value Your Feedback

Have a suggestion for improving our products, website, or customer service? Email minhchichu655@gmail.com with “FEEDBACK” in the subject line. While we can’t implement every suggestion, we read every message and regularly incorporate customer ideas into our operations.

Customers whose suggestions are implemented receive a 20% discount code for their next purchase as our way of saying thank you.

Final Word

At MC Craft LLC, every customer interaction matters. Whether you’re asking a simple question about hat sizing, requesting a complex custom engraving, or resolving a shipping issue – you’re speaking with a real person who has the authority and training to help.

We look forward to serving you.

MC Craft LLC
1001 Bishop St STE 2685A Honolulu, HI, 96813
📧 minhchichu655@gmail.com
📞 +84968161295
🌐 mccraft.store

Your satisfaction is our craft.