Shop Policies

By making a purchase through me, you agree to the following TERMS & CONDITIONS:

Turnaround Time for Custom Hats

Please note that all items are handmade and the time to make these items vary. I have a turnaround time of 4-6 weeks depending on the hats and what was ordered. Also understand that this time frame, typically doesn't include the weekends or holidays. Please do not email me, asking where your order is, if it is that timeframe. If for some reason, I get behind or something arises, I will contact you. 

Boutique and Ready-to-Ship (RTS)

Boutique and items noted ready-to-ship or RTS. If they are not noted as this, they are a pre-order item. Boutique and RTS items will be shipped within 2-3 business days of order unless it is the weekend. 

Shipping Policy (delays, damages & insufficient address)

Orders are shipped out Wednesday-Friday unless there is a holiday. I ship all over the United States of America, Canada and Australia. If you reside in another country, please feel free to reach out to me to see what a rate would be to ship to you. I currently ship all items through USPS and UPS.

Local Pickup

Local pick-up items can be picked up Tuesday-Saturday during normal business hours. You will receive an email when your order is ready to be picked up. Pickup orders must be picked up within 7 days or other arrangements will need to be made. If items are not picked up and arrangements haven't been made, items will be put back on the floor for resale.

Damages

The Mercantile West is not responsible for shipping delays or damages. If the item or product is damaged during shipping, you will need to reach out to me via email (mercantilewestco@gmail.com) with photos of the damage. Please retain all materials (boxes, bubble wrap, product etc.). I will then need to submit a claim to USPS or UPS for the damages incurred. There is an option for additional route protection on your order, I highly suggest using it in case there is damages done or USPS/UPS does not process the claim. That being said, as a small business I cannot remake and send out a replacement or process a refund until the claim has been processed and I have been reimbursed. 

Additionally, please be sure the address we are shipping to is accurate. Western Mercantile l is not responsible for customer errors in addresses. If a package gets returned to me for insufficient address, you will be responsible for paying shipping charges once again.

For your convenience, your order will include a tracking number once it is shipped.

Cancellations

We do not offer cancellations. While we cannot cancel or change an order once it has been placed, you are welcome to return the item to us in accordance with our policy. Orders CANNOT be changed, modified or cancelled after checkout.

Returns/Refunds on Handmade Decor

I DO NOT accept returns on decor under no circumstances.

Returns on Clothing & Other Items

Item(s) that qualify for an exchange/return may be done so within 14 days of the delivery date for online orders or 14 days of instore purchases for STORE CREDIT ONLY. A tracking number for your return package must be sent via email within the 7-day return time period for your item(s) to qualify for an exchange.

  • TAGS MUST BE ATTACHED. 
  • YOU MUST HAVE A RECEIPT.
  • ITEMS MUST BE UNDAMAGED/UNWORN. IF YOUR ITEMS ARE RECEIVED TO US WITHOUT TAGS AND ARE DAMAGED/WORN THEY WILL NOT BE SENT BACK TO YOU AND NO STORE CREDIT WILL BE APPLIED.
  • ***ALL SALE ITEMS ARE FINAL SALE.***
  • CUSTOMER IS RESPONSIBLE FOR SHIPPING COSTS ON RETURNS
  • STORE CREDIT WILL BE ISSUED FOR THE ITEMS RETURNED MINUS THE ORIGINAL SHIPPING COST AND FEES

How To Make A Return Via Mail — 

To start a return/exchange, you MUST send an email requesting a so. Contact us at mercantilewestco@gmail.com. Any item(s) that are sent to us without first requesting a return will not be accepted and item(s) will not be shipped back to you. Customers are responsible for all shipping costs on return items.

Shoe Returns:

When returning shoes, they must show no signs of wear. All shoes MUST be returned in their original shoe box (or packaging) and sent in a poly mailer or shipping box. Failing to do so (sending shoes back with tape and shipping label attached to original box) will result in a 10% restocking fee. If the shoe box is returned to us damaged, a 10% fee will be deducted from your store credit on that item.

Return Address:

 Attn RETURNS: Mercantile West

110 N Spring Street

McMinnville, Tn 37110

  • Customer is responsible for all return shipping costs.
  • Please send return tracking info to mercantilewestco@gmail.com
  • Please include your order’s packing slip with returning item being highlighted or circled, and the reason for return.
  • Mercantile West will send you a gift card via email with your store credit once your return is approved. 

Exchanges — Mercantile West does not guarantee exchanges of the same items due to our limited inventory and quantities, therefore we cannot promise your needed size will be in stock. 

FINAL SALE Items Include:

  • ***ALL SALE ITEMS***
  • Purses/Totes/Wallets/Lanyards - all genuine cowhide and leather and canvas items differ in color/pattern variation - this is not considered a defect and cannot be returned. 
  • Hats of any kind
  • Jewelry
  • Accessories - (keychains, koozies, coffee mugs, hairbrushes, pop sockets, card holders, iPad cases, notebooks) 
  • Candles/Wax Melts
  • Undergarments including bramis/camis
  • Perfume
  • pre-orders
  • home decor
  • mystery/grab bags