Assistance

Assistance

 

Have a question? It might be one we get a lot, so please take a look at our Frequently Asked Questions to find your answer quickly.

Product and Availability

  1. When will this item be back in stock?
  2. How come every design isn't available in every body style?
  3. How can I find what I'm looking for on your website?
  4. Can you print a shirt with my image on it?
  5. Can you print a shirt with my image on it?
  6. How come the shirt I received looks slightly different than the shirt on your website?
  7. Why is The Mountain logo printed on the t-shirt?

Ordering and Shipping

  1. Can I combine discounts or coupon codes?
  2. How can I pay for my order?
  3. Why is there an error when processing my credit card payment?
  4. Why is there an error when processing my PayPal payment?
  5. Why was my order flagged?
  6. Can I make changes to my order once it has been placed?
  7. How come I can't log in to check the status of my order?
  8. What happens if something I ordered goes out of stock and it can't be shipped to me?
  9. Where can I find answers to all my shipping questions, including international shipments?

Returns and Exchanges

  1. How can I return or exchange something?
  2. I placed an order through a 3rd party retailer. Can I return or exchange with you directly?

Caring For Your Mountain Artwear

  1. Are there special washing instructions for your awesome t-shirts?

Collaborating & Sponsorship Opportunities

  1. I’m an Influencer, blogger, and/or YouTuber and I would like to work with The Mountain to review your products or to collaborate with you on a project. Would you be interested in collaborating with me or sponsoring me?
  2. I really like your community and sustainability values. Would The Mountain take part in my fundraiser or charity event?

Other

  1. How can I suggest a t-shirt design for a particular animal?
  2. Do you have a printed retail catalog I can order?
  3. How can I create a wholesale account and resell your shirts at my store?
  4. How can I unsubscribe from the coolest e-mails ever?

Didn’t see your question in the sections listed above? Contact our Customer Service team by emailing retail@themountain.com or calling 1-877-686-8337. We’re open Monday - Friday 8:30AM - 4:30PM EST.

Product & Availability

    1. When will this item be back in stock?

A. As soon as possible! We want you to be happy, and we want you to wear our shirts! Our manufacturing team is currently working their tails off to replenish our inventory. Although we don't have specific dates available, please check back often!

    1. How come every design isn't available in every body style?

A We generally expand our collections based on the design's performance. If something is selling well, we take note!

    1. How can I find what I'm looking for on your website?

A. Try out the Search Bar! It's really easy – just type in what you are looking for. Go ahead, type in the word "cat" and see what happens. You'll find all your new favorite cat shirts all on one page! If you still can't find what you're looking for, give us a call. We've got an advanced team of hawkeyed gumshoes ready to hop on the case.

    1. Can you print a shirt with my image on it?

A. So you have a shirt with your dog on it, and now you need a shirt of you for your dog. You're in luck; our wholesale department does offer customizing services! You can learn more about custom printing options here, or by contacting our customer service.

    1. What size should I order?

A. We recommend that you take a t-shirt of your own that fits perfectly, lay it on a flat surface, and measure from where the neckline meets the shoulder seam all the way down to the bottom hem. This will give you the length. Then place the measuring tape 1 inch below the armpit seam and measure left to right, giving you the width. From there you can reference our sizing chart to determine the best fit. Please note: Due to the manufacturing process of our t-shirts, we have an allowable size variation of 5% in width and 7% in length for all our products.

    1. How come the shirt I received looks slightly different than the shirt on your website?

A. Each shirt is 100% hand-dyed and truly unique. Computer screens can also render colors differently. We hope you love the special shirt we made just for you!

    1. Why is The Mountain logo printed on the t-shirt?

A. This labeling initiative helps protect the integrity of our brand from counterfeit products being sold through various mega-retail websites and marketplaces. With that logo, you can trust that your shirt is top quality, comes with a 100% satisfaction guarantee and a high level of customer service.

Ordering and Shipping

    1. Can I combine discounts or coupon codes?

A. Just one per order, my friend.

    1. How can I pay for my order?

A. We accept all major credit cards and PayPal. We are also currently considering cute kittens as a valid form of payment - stay tuned!

    1. Why is there an error when processing my credit card payment?

A. Check to make sure the billing address you have entered matches exactly to what the credit card company has on file.

    1. Why is there an error when processing my PayPal payment?

A. The most common issue is that PayPal blocks transactions that have an unapproved shipping address. If you change your shipping address to match your billing address it should allow completion of your order.

    1. Why was my order flagged?

A. Something didn't look quite right to our robots, so our humans are going to double check the details of your order for anything amiss. We will contact you if there is indeed an issue.

    1. Can I make changes to my order once it has been placed?

A. We process a ton of orders, and although you are very important and beautiful, we are not able to make any changes to an order once it has been processed and entered the big wide world of warehouse land. Make sure to confirm your order details (size, body style, billing and shipping addresses, etc) before you checkout.

    1. How come I can't log in to my account to check the status of my order?

A. If you checked out as a guest, an account was not created! Give us a call and we'll happily give you a status update.

    1. What happens if something I ordered goes out of stock and it can't be shipped to me?

A. In most cases, we will remove that item from the order and issue a refund for it.

    1. Where can I find answers to all my shipping questions, including international shipments?

A. Check out our shipping info! Shipping Info

Returns and Exchanges

    1. How can I return or exchange something?

A. We've got a 30-day return policy. Check it out, along with return instructions here.

    1. I placed an order through a 3rd party retailer. Can I return or exchange with you directly?

A. If we didn't make the sale, we can't make the return or exchange! Please work directly with the company from which you purchased the item.

Returns

    1. How do I return an item?

A: If you made a purchase directly through TheMountain.com, please see our returns page. If you purchased a The Mountain brand product through a 3rd party retailer (for example a seller on Amazon or Clothing Monster) you will be subject to their returns policy. Please reference the store that you purchased from for further details.

    1. I placed an order through a 3rd party retailer, why can’t I return/exchange it through you?

A: Unfortunately, because you did not purchase the shirt directly through this website, we cannot process a return/exchange for you. You will need to directly contact the seller that you purchased the shirt from in regards to receiving a replacement. If the seller is unwilling to work with you regarding the issue, please contact our wholesale department. Their email address is: sales@themountain.com. They will be able to assist you further.

Caring For Your Mountain Artwear

    1. Are there special washing instructions for your awesome t-shirts?

A. When you first receive your The Mountain apparel we recommend washing in cold water alone or with like colors. Since your apparel was hand-dyed it will continue to bleed some excess color for the first few washes. It is safe to use normal detergent, just make sure to avoid bleach. Your Mountain apparel should be dried either in a tumble dryer or flat.

Collaborating & Sponsorship Opportunities

    1. I’m an Influencer, blogger, and/or YouTuber and I would like to work with The Mountain to review your products or to collaborate with you on a project. Would you be interested in collaborating with me or sponsoring me?

A. Heck yeah! Send our Media Team an e-mail at social@themountain.com with your ideas. If you're looking for sponsorship, please submit your request through our sponsorship page. (https://www.themountain.com/sponsorship/)

    1. I really like your community and sustainability values. Would The Mountain take part in my fundraiser or charity event?

A. We might! Send some details over to our Media Team at social@themountain.com.

Other

    1. How can I suggest a t-shirt design for a particular animal?

A. What? We don't already have that? Send your idea to social@themountain.com!

    1. Do you have a printed retail catalog I can order?

A. We do not!

    1. How can I create a wholesale account and resell your shirts at my store?

A. Head on over to our wholesale website to learn more.

    1. How can I unsubscribe from the coolest e-mails ever?

A. To unsubscribe from our email newsletter, please click the link at the bottom of your last e-mail from us that says "If you believe this has been sent to you in error, please safely click here."

mens t-shirt size chart
  length (IN) length (CM) width (chest) (IN) width (chest) (IN)
s 26-28 66-68 18-20 45-47
m 27-29 70-72 19-21 50-52
l 29-31 75-77 21-23 55-57
xl 30-32 77-79 23-25 60-62
2xl 32-34 82-84 24-26 62-64
3xl 34-36 87-89 26-28 67-69
4xl 35-37 90-92 28-30 71-73
5xl 36-38 92-94 29-31 75-77

Our "Men’s" t-shirt is our classic unisex style t-shirt suited or both men and women.

image
Womens T-Shirt Size Chart
  length (IN) length (CM) width (chest) (IN) width (chest) (IN)
s 24-26 60-62 16-18 40-42
m 25-27 63-65 18-20 45-47
l 26-28 66-68 20-22 50-52
xl 27-29 69-71 22-24 55-57
2xl 28-30 72-74 24-26 60-62
image
Kids T-Shirt Size Chart
  length (IN) length (CM) width (chest) (IN) width (chest) (IN)
s (2-4 YRS) 18-20 46-48 13-15 33-35
m (6-8 YRS) 20-22 53-55 15-17 38-40
l (10-12 YRS) 22-24 57-59 16-18 40-42
xl )14-16 YRS) 24-26 62-64 18-20 47-49

Our "Kid’s" t-shirt is our classic unisex style t-shirt suited or both girls and boys.

image
Hoodie Sweatshirt Size Chart
  length (IN) length (CM) width (chest) (IN) width (chest) (IN)
s 28-30 71-73 20-22 52-54
m 29-31 73-75 22-24 55-57
l 30-32 76-78 23-25 59-61
xl 31-33 78-80 25-27 63-65
2xl 32-34 81-83 26-28 67-69

Our "Hoodie" sweatshirt is our classic unisex style sweatshirt suited or both men and women.

image
Long Sleeve t-shirt Size Chart
  length (IN) length (CM) width (chest) (IN) width (chest) (IN)
s 26-28 66-68 18-20 45-47
m 27-29 70-72 19-21 50-52
l 29-31 75-77 21-23 55-57
xl 30-32 77-79 23-25 60-62
2xl 32-34 82-84 24-26 62-64
3xl 34-36 87-89 26-28 67-69
4xl 35-37 90-92 32-34 81-83
5xl 36-38 92-94 33-35 85-87

Our "Long Sleeve" t-shirt is our classic unisex style t-shirt suited or both men and women.

image
Tank top Size Chart
  length (IN) length (CM) width (chest) (IN) width (chest) (IN)
s 28-30 71-73 17-19 43-45
m 29-31 73-75 18-20 46-48
l 29-31 74-76 19-21 48-50
xl 30-32 76-78 20-22 52-54
2xl 31-32 79-81 22-24 55-57

Our classic unisex style Tank is suited or both men and women.

image
Womens Flow Tank Size Chart
  length (IN) length (CM) width (chest) (IN) width (chest) (IN)
s 23-25 58-60 15-17 38-40
m 25-27 63-65 17-19 44-46
l 27-29 69-71 19-21 48-50
image
t-Shirt Mini Dress Size Chart
  length (IN) length (CM) width (chest) (IN) width (chest) (IN)
s 30-32 77-79 15-17 40-42
m 31-33 78-80 16-18 42-44
l 31-32 80-82 17-19 45-47
image
The Womens Tri-Blend Tee Size Chart
  length (IN) length (CM) width (chest) (IN) width (chest) (IN)
xs 22-24 57-59 13-15 35-37
s 23-24 60-62 15-17 38-40
m 24-26 62-64 16-18 41-43
l 25-27 64-66 18-20 47-49
xl 26-28 67-69 19-21 50-52
image

100% Satisfaction Guarantee

The Mountain is committed to providing you with top quality apparel. All our products are dyed, printed, and inspected by a dedicated team in our Marlborough and Keene, New Hampshire facilities.

We have a 3-step inspection system for our shirts.

  1. Each garment is completely looked over for imperfections after the dying process.
  2. There is an additional inspection after the printing process.
  3. A final inspection team scrutinizes meticulously to catch anything that might have slipped through production.

That being said, we are a team of humans, and occasionally a mistake is made. If there is any question, concern, or problem, please tell us! We want to know where, how, why, when, and what we messed up so we can fix it. Please contact us immediately if there is an issue with your Mountain apparel so we can help resolve.

Our Customer Service Team is available Monday – Friday, 8:30 AM to 4:30 PM EST and can be reached at 877-686-8337 or retail@themountain.com.

Domestic

Please note that we do not ship on weekends or US holidays. If an item you ordered is out of stock, we will contact you and provide an approximate date of shipment or assist you with selecting an alternate item. Be sure to add The Mountain to your approved sender list as some e-mail providers may filter as spam.

When placing your order, please review your shipping address carefully. Shipping fees are non-refundable.

We are happy to be able to provide our customers with affordable $5 flat rate standard shipping. Orders are shipped by a carrier of our choice (either USPS or FedEx) and generally take 5-10 business days for delivery. All orders are shipped from our warehouse in Keene, New Hampshire.

Expedited shipping options are available at checkout. We are happy to extend our discounted FedEx rates to our customers at check-out, and prices are calculated by the weight of items and your location. Please note that all orders ship next business day; we do not ship on weekends or US holidays.

FedEx does not ship to P.O. Boxes. If you choose a FedEx expedited option and enter a P.O. Box, we will ship your order using USPS Express.

If you require alternative shipping options such as Saturday delivery, please call our Customer Service for assistance at 1-877-686-8337 Monday through Friday 8:30 AM to 4:30 PM.

Once your order ships, you will receive an automated e-mail with tracking information. Please allow up to 24 hours for that tracking information to update. Tracking numbers beginning with 940 or any letter can be tracked at www.usps.com. Tracking numbers beginning with 605 or 771 can be tracked at www.fedex.com.

Express Shipping Options

    FedEx Priority Overnight (delivery by noonfor most locations) FedEx Standard Overnight (delivery by 4:30 PM to most locations) FedEx 2-Day
Order Placed Ships On Delivered On Delivered On Delivered On
Sunday Monday Tuesday Tuesday Wednesday
Monday Tuesday Wednesday Wednesday Thursday
Tuesday Wednesday Thursday Thursday Friday
Wednesday Thursday Friday Friday Saturday
Thursday Friday Saturday Saturday Sunday
Friday Saturday Sunday Sunday Monday
Saturday Sunday Monday Monday Tuesday

International

All sales are final.

Please note that we do not ship on weekends or US holidays. If an item you ordered is out of stock, we will contact you and provide an approximate date of shipment or assist you with selecting an alternate item.

When placing your order, please review your shipping address carefully and be sure your country's postal service delivers to the address exactly as you have provided. Please include a daytime phone number where you can be reached in case delivery problems arise. Shipping fees are non-refundable.

By completing your order, you agree to become the importer of record for your order. In doing so, you assume full responsibility for any additional import charges. The Mountain does not pay import taxes, duties, or brokerage fees, nor do we include them in our shipping rates. For an estimate of these fees, please contact your local Customs office. You will need to pay these fees for your package to be delivered. If the shipping carrier is unable to collect duties or brokerage fees associated with your order, the package is abandoned. No refund is issued in this circumstance.

Returns and exchanges are not accepted for international orders. If your order contains incorrect or defective items, please contact us (retail@themountain.com) within 3 business days of delivery and we will happily help resolve the issue.

nternational orders are shipped by a carrier of our choice, either United States Postal Service (USPS) or FedEx International Mail Service (FIMS). Both carriers deliver to your local Customs agency who will then distribute to your local postal service for delivery. All orders are shipped from our warehouse in Keene, New Hampshire.

All international shipments are subject to delays in Customs and therefore delivery dates are estimated.

USPS Express Mail: 5-8 business days for delivery and includes tracking information provided in an automated e-mail once the order ships, trackable at www.usps.com.

USPS Priority Mail: 2-4 weeks with no tracking information.

USPS First Class: 3-5 weeks with no tracking information.

Countries We Ship To:

Argentina Dominican Republic Japan Portugal
Armenia Ecuador Kazakhstan Republic of Korea
Aruba Egypt Latvia Romania
Australia El Salvador Liechtenstein Russian Federation
Austria Faroe Islands Lithuania Saint Pierre and Miquelon
Bahamas Fiji Luxembourg San Marino
Bangladesh Finland Macao Saudi Arabia
Barbados France Madagascar Serbia
Belgium French Guiana Malawi Singapore
Belize French Polynesia Maldives Slovakia
Bermuda Germany Mali Slovenia
Bhutan Gibraltar Malta Solomon Islands
Bolivia Greece Martinique South Africa
Bosnia Herzegovina Greenland Mexico Spain
Brazil Grenada Mongolia Sri Lanka
British Virgin Islands Guadeloupe Montenegro Sweden
Brunei Darussalam Guatemala Montserrat Switzerland
Bulgaria Guinea Nepal Taiwan
Cambodia Guyana Netherlands Thailand
Canada Haiti Netherlands Antilles The Former Yugoslav Republic of Macedonia
Cayman Islands Holy See (Vatican City State) New Zealand Trinidad and Tobago
Chile Honduras Nicaragua Turkey
China Hong Kong Norway Turks and Caicos Islands
Colombia Hungary Pakistan Ukraine
Costa Rica Iceland Papua New Guinea United Arab Emirates
Croatia India Paraguay United Kingdom
Cyprus Ireland Peru Uruguay
Czech Republic Israel Philippines Venezuela
Denmark Italy Pitcairn Wallis and Futuna
Dominica Jamaica Poland  

Returns are accepted up to 30 days after delivery date for a full refund of merchandise. Original shipping charges are non-refundable. Refunds are issued to the original form of payment for the merchandise purchase amount.  If a discount or promotional coupon was used, you will receive the full refund less the value of the discount.

All sales are final for items marked as clearance.

Returns and exchanges are not accepted for international orders.

If your order contains incorrect or defective items, please contact us within 3 business days of delivery and we will happily resolve the issue. Our Customer Service Team is available Monday – Friday, 8:30 AM to 4:30 PM EST and can be reached at 877-686-8337 or retail@themountain.com. All returned merchandise must be unused and unwashed. Any returned products showing signs of wash or wear will not be refunded and will be donated to a local charity.

Please allow 3-4 weeks to process your return or exchange. If you require an exchange sooner than 3-4 weeks, simply place a new order online and return the unwanted merchandise for a refund.

Should any issues or questions arise regarding your return or exchange, you will be contacted via e-mail. Be sure to add The Mountain to your approved sender list as some e-mail providers may filter as spam.

To return items, please print the Refund/Exchange Form and complete accurately for fastest processing time. Return the merchandise and the completed Refund/Exchange Form to:

Mountain Retail Returns
PO Box 686
Keene, NH 03431

The Mountain is not responsible for lost or damaged return packages, and we advise selecting a shipping method with insurance and tracking. The customer is responsible for return shipping costs. If you are returning for an exchange, The Mountain will cover the cost of shipping the replacement item back to you.

Refund/Exchange Form Download Form

CALL TOLL FREE: 1-877-686-8337

Contact Us Monday - Friday 8:30-4:30 pm EST

Click Here to email Retail Customer Service

Looking to collaborate or partner with The Mountain®?

Want to review our products on your blog?

Considering The Mountain® to be a part of your event?

If so, please visit our ‘Sponsorship’ page here and submit your detailed request.