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The Mountain

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FAQ

Frequently Asked Questions:

 

 

Q: Can I cancel or make changes to my order once it has been placed?
A: As we state in our 'Terms and Conditions', which you must check off and agree to before placing your order, we cannot make any changes to an order once the order has been placed. It is of the highest importance that you 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 has been placed, there is absolutely no way for us to locate the order to make changes of any kind.

Q: I tried paying with PayPal, but I'm getting an error message.
A: These are the most common reasons your PayPal transaction didn't go though:
• 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: 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 scrutinizing every import, 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: 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 and thusly does not represent your order having been delivered.

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 use our site to calculate the cost of shipping by adding items to your shopping cart and choosing “Estimate Shipping”.

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: What methods of payment do you accept?
A: We currently accept Visa, MasterCard, American Express, Discover, and PayPal.

Q: I tried paying with PayPal, but there was an error and was told to contact retail@themountain.com.
A: Often this issue is because 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.

Q: I am positive I placed an order at the Mountain Retail Store but I am unable to log in to my account and view my order’s status.
A: Most of our customers are opting to check out as a guest on our site. When checking out as a guest, no account is created for the customer and therefore there is not an account to log into. If you would like to have an account created for you, please contact customer service.

Q. How do I return an item?
A: Please see our returns page

Q: Can I suggest an animal, dog or cat breed?
A: Yes, but most likely it's probably in the works.

Q:  How do I care for my tee shirt?
A: When you first receive your Mountain Tees we recommend washing in cold water alone or with like colors. Since your shirt 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 Tee 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: 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. Also, we only currently carry t-shirts in kid sizes.

Q: Can I combine 2 or more discount or coupon codes with one order?
A: No, you can only apply one discount/coupon code per order.

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 that 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 you paid, 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.