Frequently Asked Questions
Frequently Asked Questions
What payment methods do you accept?
We accept all major credit and debit cards including Visa, Mastercard, and American Express. We also accept PayPal, Apple Pay, Google Pay, and Shop Pay.
Is my payment information secure?
Yes. Our website is secured with SSL encryption, which means all personal and payment information is encrypted during transmission. We never store your full credit card details. All transactions are processed through Shopify's PCI-compliant payment system.
How do I track my order?
Once your order has shipped, you will receive a confirmation email with a tracking number. You can use this number to track your package directly on the carrier's website. If you have not received a tracking email within 5 business days of placing your order, please contact us at sales@charlesmercer.com.
How long does shipping take?
Processing times are 1-4 business days. After your order is shipped, typical delivery times are:
- United States: 8-12 business days
- Europe: 4-11 business days
- International: 2-4 weeks
All orders over $100 qualify for free shipping.
What shipping carriers do you use?
We work with USPS, DHL, UPS, Canada Post, Royal Mail, and Australia Post depending on your location. You will receive tracking information once your order has shipped.
What is your return policy?
We offer a 30-day return policy on all orders. Items must be unworn, unwashed, and in their original condition with all tags and packaging intact. To start a return, email us at sales@charlesmercer.com with your order number.
How long does a refund take?
Once we receive and inspect your returned item, you will be notified by email. Approved refunds are processed to your original payment method within 5-10 business days. Processing times may vary depending on your bank or payment provider.
What if I received the wrong size?
Please refer to the size chart on each product page before ordering. If you believe you received the wrong size, contact us at sales@charlesmercer.com with your order number and we will arrange an exchange or refund.
What if my item arrives damaged or defective?
Contact us immediately at sales@charlesmercer.com with your order number and photos of the damage. We will arrange a replacement or full refund at no cost to you.
Do I have to pay for return shipping?
Customers are responsible for the cost of return shipping. We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items without tracking confirmation. Original shipping costs are non-refundable.
What if my package is lost?
If it has been more than 5 weeks since your order was placed and you have not received your package, contact us at sales@charlesmercer.com. We will investigate with the carrier and work with you to resolve the issue, either through a replacement or a full refund.
How do I contact customer support?
You can reach us by email or phone during business hours:
Charles Mercer
9169 W State St #1664
Garden City, ID 83714
Phone: 1 (800) 865-9145
Email: sales@charlesmercer.com
Customer service hours: Monday-Friday, 9:00 AM - 5:00 PM EST