Q: I'm having trouble with my order. Can you help?
A: Please call us at 1-800-965-4460 (Monday-Friday, 8-5 PM PST) or email us if you are experiencing problems. We'd be more than happy to assist you.
Q: Can I return my order?
A: Yes, you can return an order. Please refer to our return policy for additional information.
Q: I didn't get an e-mail confirmation or a shipment notification. Did you get my order?
A: If you completed the order process and were issued an order number, then an email confirmation is sent to you automatically after your purchase. Occasionally these arrive in spam or junk mailboxes. Please be sure to check to see if it arrived there. Otherwise, please call us at 1-800-965-4460 to confirm that we received your order, or to get the tracking number for your order.
Q: Why have you charged me multiple times?
A: What appear to be duplicate charges are usually authorizations. At the time you make your purchase online, an authorization is placed on your credit card for the full amount of the sale. This reserves the funds for your purchase, but does not charge the card. You are charged when your product ships. The preliminary authorization is made even if the charge follows almost immediately, and in some systems, both will appear.
Often, when checking your online statement or with your credit card issuer, it is difficult to distinguish between authorizations, which are holds against your available credit, and actual charges.
Note: Authorizations disappear in a few days to a few weeks, according to the policy of the card-issuing bank. For information on the length of this period, contact your credit card company directly. Mt Baker Mercantile has no control over this hold period.
Q: Is your website and my personal information secure?
Q: Where do your products ships from?
A: We ship 100% of our products utilizing Amazon Fulfillment and utilize their network of fulfillment centers across the United States in order to provide the speediest delivery and superior customer service.
Q: Which company do you use to ship orders?
A: Our shipment partners are the same as Amazon.com
Q: What payment methods do you accept?
A: Because we utilize Amazon as our order pipeline, all of the credentials and payment methods that you have available on Amazon are available to you on Mt Baker Mercantile.
Q: Do you ship internationally?
A: Not at this time. Shipments limited to US addresses only.
Q: When can I expect my order?
A: Usually in 3-5 business days for the continental US. 5-7 business days for AK, HI, and PR.