GET IN TOUCH

A real person, on our team, within four hours.

No chatbots, no ticket queues. Just our Connecticut-based team answering you Monday through Friday, within four business hours.

How to reach us.

01 · EMAIL

help@basincraft.com

Orders, shipping, returns, general questions. Our fastest channel. Replies within 4 business hours, Mon–Fri ET.

02 · PHONE & TEXT

+90 533 818 80 11

Call or text Yasin directly. WhatsApp and iMessage work too — no international rates. English-speaking.

03 · US OFFICE

Farmington, CT

Ashgray LLC, 1053 Farmington Avenue, 1st Floor, Farmington, CT 06032. EIN 36-5137942.

04 · ATELIER

Denizli, Türkiye

Our 6-person stone-carving workshop where every BASINCRAFT piece is made. Visits by appointment only.

4-HOUR RESPONSE

REAL HUMAN

NO BOTS

CT-BASED TEAM

MON–FRI ET

Email — the fastest path.

Response time, plainly.

  • Email: within 4 business hours (Mon–Fri, US Eastern)
  • Phone / WhatsApp: usually within an hour during US business hours, longer outside
  • Custom quotes: within 24 hours for projects under $10K; up to 48 hours for larger commissions that require slab review
  • Damage claims: within 24 hours, prioritized over other email

Before you reach out — these might save you a step.

  • Tracking your order? Check the shipment confirmation email — it has the DHL/UPS/FedEx tracking number and a direct link.
  • Question about a specific product? It's faster to email with the product name or URL so we can pull up the slab details.
  • Filing a damage claim? Use the Damage Claim form — it routes directly to a specialist with the right photos and order info up front.
  • Want a project quote? The Project Quote form sends your details to our specialist with the context needed to send back itemized pricing within 24 hours.
  • Have a custom commission in mind? The Custom Work form goes straight to a master craftsperson for feasibility review.

Atelier visits.

If you're traveling to Türkiye and want to see how BASINCRAFT pieces are made, the workshop is in Denizli (about 4 hours from Izmir by car or 1-hour flight from Istanbul). Email us 2+ weeks in advance to schedule — we're a small atelier and someone needs to be present to walk you through.

STILL HAVE QUESTIONS?

Browse FAQs, or just message us.

Most common questions are answered on our FAQ page. For anything specific, drop us a line — we'll get back within 4 hours.