Frequently Asked Questions

How do I place an order?

First, if your item comes in different sizes or colors, please carefully choose your correct size or color choice before clicking the Add to Cart button.

After you have added all products to Cart, click Check Out and we’ll guide you through the rest of our simple & quick checkout process!

Do I have to have an account to place an order?

No, accounts are totally optional.

How do I know that my order is confirmed?

Immediately after placing your order you should receive an email notification at the email you entered during the checkout process.

What forms of payment do you accept?

We securely accept any credit or debit card with a MasterCard, Visa, Discover Network, American Express, Diners Club International or JCB logo. All transactions are securely processed by PayPal or any other secure payment processor from our list (options may vary from country to country).

We do apologize that personal checks, money orders, direct bank transfers, or cash on deliveries (C.O.D) are not accepted in our store.

How long does shipping take?

Due to high demand, please allow 1 to 4 weeks for delivery to the United States, Canada, United Kingdom, Australia, New Zealand, Austria, Italy, Belgium, Latvia, Bulgaria, Lithuania, Croatia, Luxembourg, Cyprus, Malta, Czech Republic, Netherlands, Denmark, Poland, Estonia, Portugal, Finland, Romania, Russia, France, Slovakia, Germany, Slovenia, Greece, Spain, Hungary, Sweden, Ireland, Norway.

Please allow 2 to 6 weeks for delivery to Andorra, Bosnia and Herzegovina, Kosovo, Montenegro, North Macedonia, Serbia, Turkey, Albania, Angola, Argentina, Armenia, Azerbaijan, Bahamas, Barbados, Belarus, Belize, Bolivia, Chile, China, Colombia, Costa Rica, Dominican Republic, Ecuador, Egypt, El Salvador, Georgia, Grenada, Guatemala, Guyana, Haiti, Iceland, India, Indonesia, Jamaica, Japan, Kazakhstan, Kenya, Kyrgyzstan, Liechtenstein, Mexico, Moldova, Monaco, Paraguay, Peru, Philippines, Qatar, San Marino, Saudi Arabia, Singapore, South Africa, South Korea, Suriname, Switzerland, Taiwan, Thailand, Ukraine, United Arab Emirates, Uruguay, Uzbekistan, Vatican City, Venezuela, and the rest of the world.

Where is my order?

This is a question we get asked quite frequently so we put together a little shipping guide here and you can track your order here. Please note customers are responsible for any customs and tax charges for their order.

Will I get a tracking number after my purchase?

Yes, you should receive an email with your tracking number within 6 business days. If you have not received one, use our contact form or send a message to our customer service team at support@mounteen.com.

You can then use your tracking number to track your order here.

Can I change or cancel my order?

If you are getting nervous about taking this big step into an e-commerce relationship with us it’s okay, commitment is scary.

Just send us an email at support@mounteen.com and our customer service team will help you out with your cancellation.

Orders that are already in the process of being shipped cannot be canceled.

We can also change:

- Your delivery details

- Your name

- Your email

- Your phone number

Can I return my order?

Absolutely! Just send us a message within a year of receiving your order, and we'll help you throughout our easy return & refund process.

You can read more about returns and refunds here.

How secure is Mounteen.com?

Like Fort Knox's! Our store processes payments through PayPal and other payment processors, all of which adhere to the Payment Card Industry Data Security Standard (PCI DSS). This means that each of our payment processors encrypts your payment information with the highest level of encryption key length commercially available (128 bits).

I ordered several products, but only one came?

In order to expedite the delivery of your orders we often ship products in multiple packages, so delays between arrival of each product are perfectly normal.

My product arrived damaged

We do ship every item with extra padding. Despite this, our customers report that around 1 in 1000 products arrives damaged due to mail service mistreatment.

If this happens to you, please contact our customer service team at support@mounteen.com providing:

- Your order number.

- A picture of the damaged product.

Once received, we'll be happy to send out a replacement free of charge.

Do you offer wholesale pricing?

Yes, we do! Please send us a message via this form and include a quantified list of products you're interested in.

I’m a member of the media, where can I send a press inquiry?

For all press inquiries, please contact us via this form. We’d love to hear from you!

Contact us

If we still haven't managed to answer your question please feel free to contact us and we'll get back to you within 24 hours :)