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

Email — the fastest path.

• General questions, orders, shipping, returns: help@basincraft.com
• Trade Program inquiries: trade@basincraft.com
• Custom commissions: help@basincraft.com (subject line: “Custom Work”)
• Press & partnerships: help@basincraft.com (subject line: “Press”)

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.