FAQ

ORDER CHARGES - Your credit card is charged when you place an order. If an item you’ve ordered is out of stock, you’ll be issued a refund for that item. Though we check all orders very carefully before shipping, we cannot be responsible for addresses that are entered incorrectly. Please review your order carefully before submitting. 

ORDER CHANGES/CANCELLATIONS - Please be sure to check it twice! Once an order is placed, we have 24hrs to attempt any adjustments to the order or cancel it during our working hours of Monday-Friday 9am-5pm, and Saturday-Sunday 10am-2pm. There are times we may be able to catch an order outside of the 24hrs so please reach out asap if you’d like to attempt an adjustment of any kind. Note, outside of our normal office hours we won’t be able to stop/change/cancel any orders. Orders may be canceled within 2 business days of order placement for in stock items.

SHIPPING - The retailer incurs all shipping costs. Mountains & Mermaids encourages retailers to insure all packages with the carrier and will not be held responsible for any damages incurred during shipping. We use USPS Priority Mail, FedEx, or UPS shipping or as requested by retailer based on cost affordability. You will need to provide your shipping account # for billing. Mountains & Mermaids will ship UPS Ground unless otherwise specified. Shipping to be invoiced separately.

BACKORDERS - Sometimes an item is so popular it gets quickly snatched up. Other times it may be due to being in print production. Either way, you can still place your order and we promise to get it to you asap; if it’ll be on backorder longer than four weeks, we will issue you a refund.