FAQ

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. 

 

What is your question about?

Other Helpful Links

 

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

Q: When will _____ be back in stock?

A: Unfortunately, we cannot provide specific dates for when a particular design, body styles, or size will be restocked. Right now we are actively trying to produce and release many new designs and body styles, both of which have been selling out incredibly fast! We are diligently working on getting our inventory back up on all of our out-of-stock items (that aren't clearance items), which sometimes takes longer than we would like. I recommend checking back every couple of weeks to see if the item has become available to purchase.


Q: Why don’t you have _________ College/University in your Mountain Fanwear collection?

A: We may not have a particular college or university in our Mountain Fanwear collection because either they did not approve us, we haven’t approached them yet, or they do not work with our collection partner Operation Hat Trick. Some schools have an exclusive contract with other apparel companies (i.e. Nike, etc.) so we will be unable to work with them. Some schools don’t sign off on the designs that we’ve made for them, so we cannot print their apparel. There are many schools that Operation Hat Trick works with (see list here) and we would love to work with all of them. At the moment We are working to get as many schools on board with us as possible, but it does take time to gain access to the licensing, and then get the College/Universities approval. If you do not see your particular school yet, sit tight because we may be working with them soon, and please check back occasionally to see if we’ve got them.

 

Q: Is ______ available in kids/womens/juniors?

A: Unfortunately not every design is available in every body style due to our dye’s reacting differently to our various “blank” shirts during the production process. To find out which apparel items that a particular design is offered on, type the name of the design into the Search bar at the very top left-hand side of any web page. A list of apparel items featuring that design will then be displayed, or, if it is only available on one body style, you will be taken to that product page.


Q: Do you have ______?

A: We might! If you look at the banner that runs along the very top of our website, there is white bar on the left hand side that says “Search” with a little magnifying glass icon. If you click on this box, a cursor will appear and you can begin typing whatever you are looking for. Hit your enter or return key after you are done, and you’ll be taken to a page with all of the results that fit the description of what you are looking for. Example: type in “Dog” and all of our Dog related apparel will appear.


Q: Can you print a shirt with my image on it?

A: Our wholesale department does offer customizing services. There is a minimum purchase order of 48 pieces. You can learn about these services here: http://wholesale.themountain.com/pages/custom-printing-optionsIf you have any further questions or concerns about customized apparel, please feel free to email our wholesale department at sales@themountain.com.


Q: Will a size ____ fit me?

A: To determine the appropriate size shirt to order, 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/


Q: I ordered a t-shirt, but when I received it I noticed that the t-shirt size specs (length and width) don’t match up exactly with your size chart. Why is that?

A: 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 of our products. This is stated on our size charts, which you can find on our site here: http://www.themountain.com/sizing/


Q: I ordered a t-shirt and I noticed that the design on my shirt doesn’t match up exactly with what you show on your website. Why is that?

A: The pictures that we have displayed on our website for each product are digital images that we have designed to create the t-shirts from. Physical restrictions, for example how the ink reacts to the dye of the t-shirt during our screen printing process, makes it so that we cannot mirror the digital image 100%. Because we're making a digital image come to life, there may be some slight variances between the images shown online and the physical images printed on each shirt.

 

Q: I ordered one of your shirts from Amazon and the t-shirt I received looks nothing like the photo that was displayed! What is the deal?

A:  Unfortunately there are a lot of people out there making knock-offs of our designs and using our marketing images to try and sell them. We report as many of these people as we find them, but it is an ongoing issue that is difficult to fix. If you come across a company that is copying our images, please let us know about them. To ensure that you are getting authentic high-quality apparel from The Mountain, please order directly from our website.

 

Q:Why does my shirt have varying patches of color and have “The Mountain” below the image?”

A: We use a mottle dye process (similar to tie-dye) which causes multiple tones of colors throughout the shirt making each shirt unique. We incorporate our logo (and sometimes the name of the artist) into our designs as a signature of our work. The logo that you see on the digital image on our site is actually a watermark for copyright purposes. When you receive your Mountain Artwear the logo may not always appear in the same spot as is seen on the digital image.



Placing an Order / Existing Orders / Shipping

Q: How do I know if I’m ordering an adult sized shirt or a kid sized shirt?

A: All of our kid sized shirts have the word “Kids” displayed on the image of the shirt, and in the title of the product. We only currently carry t-shirts in kid sizes.


Q: Can I combine 2 or more discount or coupon codes with one order?

A: We can only accept one discount/coupon code per order.


Q: What methods of payment do you accept?

A: We currently accept Visa, MasterCard, American Express, Discover, and PayPal.


Q: Why is there an error in processing my credit card?

A: The most common issue that arises has to do with matching your billing address. As an additional security feature, the billing address you enter for your order needs to match the address your bank or card provider has on file for your account.


Q: It says that my order has been declined, but I’ve been charged. Why?

A: The most common reason for this is that your purchase has been flagged by our fraud filter, which means we will be unable to process the order until we receive verification from you. Don’t worry, if you are placing a legitimate order, this is something that can be corrected very easily. Please see information about flagged orders below.

 

Q: Why was my order flagged?

A: There are many reasons why our system would flag an order as fraudulent, but most commonly it is a combination of the following:

  • The billing and shipping don’t match
  • You placed the order from a different location (IP Address) than the shipping and/or billing addresses provided.
  • The email seems fake.
  • The email has been previously caught for fraudulent activity.
  • It was a high quantity order

 

Q: How can I get my order?

A: As an added measure of security we just need to verify the order within the next 3 business days. To verify, please send a screenshot of this transaction from your online bank account statement as an attachment in an email to retail@themountain.com. Please also include the order number in the e-mail. Once we receive this image we are happy to ship this order.

 

Q: Why do we need this information, and what do we do with it?

A: Many of the fraudulent orders that we receive are placed by identity thieves. We need a screenshot of the order from your personal bank account, to ensure that you are the one that placed it and not someone that may have stolen credit card information. To read about our privacy policy please visit that section of our website here.

 

Q: What if I can’t or don’t want to send you verification?

A: If you are unable or unwilling to provide the required verification within the next 3 business days we will cancel and refund the total amount back to your credit card.

 

Q: Can I cancel or make changes to my order once it has been placed?

A: Unfortunately, we cannot make any changes to an order once the order has been placed (as stated in our ‘Terms and Conditions’). Please review all of your order details to make sure everything from the body style, size, and billing and shipping information is all accurate before confirming your order. Once an order is placed we are unable to locate the order to make changes of any kind.

 

Q: I tried paying with PayPal, but I'm getting an error message.

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

Other issues include:

  • Your billing AND shipping addresses must be "verified" on your PayPal account.
  • The credit card or bank account you are using must be "verified" on your PayPal account.
  • Insufficient Funds
  • Make sure everything is spelled correctly.  One typo can cause PayPal to block the transaction.

*If you are still getting an error, please contact PayPal.


Q: I placed an order at TheMountain.com, but I can’t log in to my account to view my order’s status.

A: Most of our customers are opting to check out as a guest. When checking out as a guest, an account is not created, so you wouldn’t be able to log in to check on the status of your order. If you would like to have an account created for you, or if you would like to check on an existing order, please contact customer service.


Q: My order has not arrived and I see my order status as “Completed”. What does that mean?

A: A “completed” order status means that we have successfully shipped and received payment for your order. Our system does not tie into our shippers’ systems, so we are unable to show shipment tracking of your order.


Q: What does “awaiting fulfillment” mean?

A: Awaiting Fulfillment means that your order is still processing and is being prepared for shipment. Once your order has been shipped, you will receive an email with your tracking information enclosed.


Q: What happens if one of the items in my order becomes out of stock and cannot be filled?

A: We strive to ensure that product availability on our website reflects our physical inventory accurately. However, there are times when unforeseeable events occur, and we are unable to fulfill a request. When this happens, it is our protocol to remove any out of stock items from the order so that we can get the order to you as quickly as possible. You will be issued a refund for the cost of merchandise that we were unable to fulfill. The refund will go back to the original method of payment. Be advised that it can take a few days to a week for the funds to reflect back in your account once processed. If your order contained a single item, and that item becomes out of stock, someone will send you an email to ask you if you would like to choose a different design, or be issued a full refund.


Q: How much does it cost to ship to ________?

A: You can calculate the cost of shipping on the shopping cart page. To get to this page, click the icon that looks like a shopping cart in the top right of the site. Once on the shopping cart page there is a link underneath your items that says “Estimate Shipping” where you can enter your information and get shipping quotes (this link is above the “Proceed To Checkout” button). More information on our shipping can be found on our website here:http://www.themountain.com/shipping/


FOR INTERNATIONAL: Please be advised that the cost of shipping does not cover the cost of taxes owed to your local Customs agency. You will need to contact your local Customs agency directly in order to determine if you will be charged any clearance fees.



International Orders

Q: Can you ship to my country?

A: Possibly! For the full list please visit our shipping page.

 

Q: Can you please send my international shipment as a “Gift” so that I do not have to pay import taxes?

A: Unfortunately we are not able to do this.

 

Q: I am an International customer, why has my order not arrived yet?

A: Due to Customs delays, international shipments can take as long as four weeks to arrive. If your order was shipped out more than four weeks ago and you have not received it (except for Brazil), please contact us at retail@themountain.com.

 

Q: I live in Brazil and my order has not arrived within four weeks, can I get it reshipped?

A: In our experience most orders arrive within 4 weeks, but due to Brazilian Customs Policies, they can take as long as 8 weeks to arrive. If your order has not arrived 8 weeks after your order was shipped, please contact us at retail@themountain.com.

 

Q: How much does it cost to ship to my country?

A: Our shipping prices are based on the weight of your order. You can calculate the cost of shipping on the shopping cart page. To get to this page, click the icon that looks like a shopping cart in the top right of the site. Once on the shopping cart page there is a link underneath your items that says “Estimate Shipping” where you can enter your information and get shipping quotes (this link is above the “Proceed To Checkout” button). More information on our shipping can be found on our website here:http://www.themountain.com/shipping/

Please be advised that the cost of shipping does not cover the cost of taxes owed to your local Customs agency. You will need to contact your local Customs agency directly in order to determine if you will be charged any clearance fees.



Returns

Q: 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.


Q: 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

Q: How do I care for my tee shirt? What are the washing instructions?

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, not hung as the weight of the water will cause the cotton to stretch.



Q: 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: If you’re interested in collaborating with us, we would love to learn more about what you had in mind for a collaboration. Please contact our Social Media and Content Manager by e-mailing social@themountain.comIf you are looking for sponsorship please submit your request through our sponsorship page.

Q: Would you be interested in being a part of our fundraiser or charity?

A: Currently we are only working with Operation Hat Trick, The Wana Duma Children’s Project, Best Friends Animal Society, and The Smithsonian full time (learn more here). But if you are interested in working together on a single event, we would be interested to learn more about your organization and how you would like The Mountain to be involved. Please email your request to our Social Media and Content Manager at social@themountain.com.

If you would like a custom t-shirt made for your event, we do offer a custom printing program through our wholesale department. You can learn more about the program on our Wholesale Website.



Other

Q: Can I suggest an animal, dog or cat breed?

A: Yes, but most likely it's probably in the works.


Q: Where/how can I buy a catalog?

A: Our retail business does not produce any catalogs. The only way to view our collection and make a purchase is through our website.
If you are looking to sell The Mountain apparel in your own store, then please head to our wholesale website to learn more. There you can see our full catalog of products and options for use in your business.


Q: How can I unsubscribe from your emails?

A: To unsubscribe from our email newsletter, please click the link at the bottom of your last email from us that says "If you believe this has been sent to you in error, please safely click here". This will ensure that you will no longer receive our newsletter unless you choose to subscribe with us again in the future.


Didn’t see your question 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.

 

 

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