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 & 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 or enter your email on the product page to receive an alert!

    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 hawk-eyed 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 (http://wholesale.themountain.com/pages/custom-printing-options) or by contacting our wholesale department at sales@themountain.com.

    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:http://www.themountain.com/sizing/. 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.        

    1. Why does my new t-shirt look different than other t-shirts I own?

A. All Mountain t-shirts are hand dyed and printed on 100% cotton and blended cotton fibers. Each design requires its own special formula of dyes, saturation levels, and printing techniques in order to create the finished piece of artwear. This means there is no guarantee that one garment will look and feel exactly like another garment. However, we do guarantee that you will receive an authentic Mountain tee that is completely unique to you. If you are not satisfied with your items, we will happily replace or refund your purchase directly or work with a reseller to ensure your satisfaction.Please note t-shirts purchased from the My Mountain Collection cannot be returned or replaced.        

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 page!

Returns and Exchanges

    1. How can I return or exchange something?

A. We've got a 60-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, Ebay, etc.) 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 (https://www.themountain.com/our-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

!

    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."

Didn’t see your question in the sections listed above? Contact our Customer Service team by emailing

or calling 1-877-686-8337. We’re open Monday - Friday 9 AM - 5 PM EST.

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, New Hampshire facility.

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, 9 AM to 5 PM EST and can be reached at 877-686-8337 or

.

ADULT UNISEX COTTON T-SHIRT SIZE CHART
  length (IN) length (CM) width (chest) (IN) width (chest) (CM)
s 25-26 62-66 18-19 46-48
m 27-28 67-71 19-21 48-53
l 28-30 71-76 21-22.5 53-57
xl 29-30 73.5-76 22.5-24 57-61
2xl 30-32 76-81 24-25 61-63.5
3xl 32-33 81-84 25-26 63.5-66
4xl 33-34 84-86 26-27 66-68.5
5xl 34-35 86-89 28-29 71-73.5
image
Men’s Triblend T-Shirt Size Chart
  length (IN) length (CM) width (chest) (IN) width (chest) (CM)
s 25-26 63-66 18-19 46-48
m 26-27 66-69 20-21 50-51
l 27-28 69-71 22-23 56-58
xl 28-29 71-73 24-25 61-64
2xl 29-30 74-76 26-27 66-69
image
Women’s Cotton Scoop Neck T-Shirt Size Chart
  length (IN) length (CM) width (chest) (IN) width (chest) (CM)
s 22-23 56-59 16-18 40-45
m 23-24 59-61 18-19 45-49
l 24-25 61-63 20-22 50-56
xl 25-26 63-66 22-24 56-61
2xl 26-27 66-69 24-26 61-66
image
Women’s Triblend v-neck T-Shirt Size Chart
  length (IN) length (CM) width (chest) (IN) width (chest) (CM)
s 24-25 62-64 15-16 38-40
m 25-26 63-66 16-17 41-43
l 26-27 66-69 18-19 45-47
xl 27-28 69-71 19-20 48-51
2xl 28-29 71-74 21-22 52-55
image
Youth Cotton T-Shirt
  length (IN) length (CM) width (chest) (IN) width (chest) (CM)
s (2-4 YRS) 17-18 42-46 14-15 36-38
m (6-8 YRS) 20-21 50-53 15-16 38-40
l (10-12 YRS) 22-24 57-60 16-17 40-43
xl (14-16 YRS) 24-26 61-65 17-18 43-45
image
Adult Unisex Lightweight Hoodie
  length (IN) length (CM) width (chest) (IN) width (chest) (CM)
S 26 66 17 43
M 27 68-69 19-20 48-49
L 28-29 70-71 21-22 53-54
XL 30 76 23 58-59
2XL 31 78-79 24 61
image
Long Sleeve t-shirt Size Chart
  length (IN) length (CM) width (chest) (IN) width (chest) (CM)
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 "Long Sleeve" t-shirt is our classic unisex style t-shirt suited for both men and women.

image

$4 STANDARD DOMESTIC (USPS) U.S.A. only.

Delivery time for USPS Ground Advantage Mail is 2 to 5 business days after date of shipping.
Note: Some shipments may take up to 6 business days.

$8 PRIORITY DOMESTIC (USPS) U.S.A. only.

Delivery time for USPS Priority Mail is 1 to 3 business days after date of shipping.


** FREE SHIPPING on all orders over $50 U.S.A. only.

Orders over $50 or more qualify to receive this service at no cost by selecting the FREE SHIPPING option during checkout and uses a shipping carrier of our choice. But usually ships via USPS Ground Advantage within 2-5 business days.

Domestic Shipping Estimate Maps

Please refer to the maps below for an estimate of your delivery time. Delivery times are given in full business days. The date of shipping is not included in your delivery time. Saturdays, Sundays, and holidays are not included in your delivery time.
Delivery time for USPS Ground Advantage Mail is 2 to 5 business days after date of shipping. Some shipments may take up to 6 business days after date of shipping. Delivery time for USPS Priority Mail is 1 to 3 business days after date of shipping. Delivery time for UPS Ground varies by destination. UPS Next Day Air and 2nd Day Air are available for faster delivery.

Refer to the maps below for an estimate of your delivery time.









$4 STANDARD DOMESTIC (USPS) U.S.A. only.

USPS Ground Advantage™ Delivery Map









$8 PRIORITY DOMESTIC (USPS) U.S.A. only.

USPS Priority® Delivery Map





FedEx (Ground Home Delivery) U.S.A. only.

FedEx (Ground Home Delivery) Delivery Map





UPS® Ground U.S.A. only.

UPS® Ground Delivery Map

How to calculate your UPS transit time...
The day the order is shipped does not count (except Next Day Air service) & do not count weekends or Holidays.
Examples: (examples below, assuming no holidays during transit)

Shipping Type Ship Day Delivery Day
UPS NEXT DAY AIR or UPS GROUND (1 DAY ZONES)    
UPS Next day Air (or UPS Ground - 1 day ground zones) Friday Scheduled to arrive Monday
UPS Next day Air (or UPS Ground - 1 day ground zones) Monday Scheduled to arrive Tuesday
UPS Next day Air (Saturday Delivery) Friday Scheduled to arrive Saturday
     
UPS 2ND DAY AIR or UPS GROUND (2 DAY ZONES)    
UPS Second day Air (or UPS Ground - 2 day ground zones) Friday Scheduled to arrive Tuesday
UPS Second day Air (or UPS Ground - 2 day ground zones) Monday Scheduled to arrive Wednesday
     
UPS GROUND    
UPS Ground (3 day ground zones) Friday Schedule to arrive Wednesday
UPS Ground (3 day ground zones) Monday Scheduled to arrive Thursday
     
UPS Ground (4 day ground zones) Friday Scheduled to arrive Thursday
UPS Ground (4 day ground zones) Monday Scheduled to arrive Friday
     
UPS Ground (5 day ground zones) Friday Scheduled to arrive following Friday
UPS Ground (5 day ground zones) Monday Scheduled to arrive following Monday

International Shipping

(Please note tracking may not be available).
International orders are subject to the following terms and conditions. Please read carefully before placing your order.

All Sales Final

All sales on international orders are final. We do not offer returns or exchanges for international orders. However, if your order contains incorrect or defective items, please let us know so we can help resolve the problem.

Payment

We can only accept credit and debit cards issued in the United States or Canada. If you do not have a payment card issued in the U.S. or Canada, you can submit your payment using a verified PayPal account. If you choose to pay using a Money Order, your money order payment must be in U.S. Dollars and be made out to LB RETAIL.

Use The Correct Address

We are not responsible for orders shipped to incomplete, invalid, or undeliverable addresses. Before you complete your order, please make sure that your shipping address is complete and valid, and that your country's postal service can deliver to your address. While your order is exported by the carrier you choose, final delivery is made by your country's postal service. Please include a daytime phone number where you can be reached in case delivery problems arise.

Import Charges vs. Shipping Cost

The cost of shipping paid with your order ONLY includes the cost of transportation by U.S. Postal Service International Priority Mail or FedEx International Priority services. The shipping cost does NOT include or cover any import taxes, duties, brokerage fees, or any other charges that may be assessed when your shipment is imported into your country. We do not determine or collect any additional import charges.

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. If you refuse delivery of your shipment, we will treat the shipment as being abandoned. We will not issue refunds for refused shipments. Please consider this fact before completing your order.

For more information on impost costs, please contact your country's customs agency.

Shipping to the following countries via U.S. Postal Service International Priority Mail & First Class and/or FedEx.

ALBANIA FedEx
ARUBA FedEx
AUSTRALIA USPS & FedEx
AUSTRIA USPS & FedEx
BAHRAIN FedEx
BARBADOS FedEx
BELGIUM USPS & FedEx
BERMUDA FedEx
BRAZIL USPS & FedEx
CANADA USPS & FedEx
CHINA FedEx
CROATIA FedEx
CYPRUS FedEx
CZECH REPUBLIC FedEx
DENMARK USPS & FedEx
ESTONIA FedEx
FINLAND USPS & FedEx
FRANCE USPS & FedEx
GERMANY USPS & FedEx
GREECE USPS & FedEx
GUAM FedEx
HONG KONG FedEx
HUNGARY FedEx
ICELAND USPS & FedEx
INDIA FedEx
IRELAND USPS & FedEx
ISRAEL USPS & FedEx
ITALY USPS & FedEx
JAMAICA FedEx
JAPAN USPS & FedEx
LATVIA FedEx
LIECHTENSTEIN FedEx
LITHUANIA FedEx
LUXEMBOURG USPS & FedEx
MACAU FedEx
MARSHALL ISLANDS FedEx
MICRONESIA FedEx
MONACO FedEx
NETHERLANDS USPS & FedEx
NEW ZEALAND USPS & FedEx
NORTHERN MARAIANA ISLANDS FedEx
NORWAY USPS & FedEx
PALAU FedEx
PALESTINE FedEx
POLAND USPS & FedEx
PORTUGAL USPS & FedEx
PUERTO RICO FedEx
SAN MARINO FedEx
SLOVAKIA FedEx
SLOVENIA FedEx
SOUTH AFRICA FedEx
SOUTH KOREA FedEx
SPAIN USPS & FedEx
ST. LUCIA FedEx
SWEDEN USPS & FedEx
SWITZERLAND USPS & FedEx
TAIWAN FedEx
UNITED KINGDOM USPS & FedEx
VATICAN CITY FedEx

Please include your order number (packing slip) and a note indicating whether you would like a refund or an exchange (also include the products and sizes you would like in exchange).

Please allow 7 to 10 business days for your return to be processed.

Return Request
NO HIDDEN FEES
The Mountain does not charge any return or restocking fees.
60 DAY RETURN PERIOD
Returns must be requested within 60 days of the original order date. Returns requested within 30 days will qualify for a refund to the original payment method. Returns requested within 60 days will qualify for merchandise exchange. Returns requested after 60 days will not be accepted.
PRODUCT CONDITION
Returned merchandise must be in original condition. The Mountain will not accept for return any item that has been worn, used, washed, altered, or damaged by the customer. If a significant product defect occurs within the first 30 days of normal use, The Mountain may offer a refund or replacement for the defective product.
U.S. ORDERS ONLY
Only orders shipped within the United States are eligible for return. All sales are final for orders shipped outside the United States. Sorry, no returns for international orders.
RETURN SHIPPING
The Mountain will provide a prepaid return label via the return request link.
GIFT RETURNS AND EXCHANGES
The Mountain can only accept returns of items ordered directly from themountain.com. Merchandise purchased from other vendors cannot be returned to The Mountain.

Please include your original order number or a copy of your original packing slip with your return. If you do not have your packing slip, you can include a printed copy of your order confirmation email. Please also include a note indicating whether you would like a refund or an exchange. If you would like to make an exchange, include the products and sizes you would like in exchange.
Please allow 7 to 10 business days for your return to be processed.

We Appreciate Your Business

For additional assistance with your return, please contact us by email at .

CALL TOLL FREE: 1-877-686-8337

Contact Us Monday - Friday 9 am to 5 pm EST

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 email your detailed request to

.