❓❓ You have a question, we have the answers. Below you will find answers to frequently asked questions about shipping, returns, cancellations, and contact information.
1. How do I contact you, and what are your business hours?
We’re here to help from 6:00 AM to 9:00 PM EST, Monday through Saturday. You can reach us by phone at 228-239-5577, via the live chat feature on our website, or by emailing us at kristi@threemadhattersmercantile.com. If you contact us after hours, no problem! We’ll get back to you within 24 hours.
2. Where are you located?
Our physical location is:
4780 I-55 N, STE 116 # 911835, Jackson, MS 39211, United States.
While our store is online, this is where the magic happens behind the scenes!
3. How long does shipping take?
Orders typically ship out within 1-3 business days, and standard shipping usually takes 3-7 business days within the U.S. We do not currently offer expedited shipping. Please note, we reserve the right to cancel any order due to pricing errors or for any other reason. In the event of a cancellation, you’ll be refunded immediately and notified via email.
Click HERE for TMHM Shipping Policy.
4. Do you ship internationally?
At this time, we only ship within the United States. We hope to expand in the future, but for now, we’re focused on serving our U.S. customers.
5. What is your return policy?
We offer a 20-day return policy, meaning you must initiate a return request within 20 days of receiving your item (as indicated by the tracking information showing the delivery date). We do not charge a restocking fee. To start a return, visit our automated return portal. Your item must be in its original condition—unworn, unused, with tags, and in its original packaging. Final sale items, including any product ending in .97, and digital gift cards are non-returnable. If approved, we will issue a return shipping label and provide further instructions.
We highly encourage you to add Redo package protection at checkout for added peace of mind. This protection covers issues like lost, damaged, or defective items, and ensures your return shipping or replacement is fully covered if needed.
Click HERE for TMHM Returns/Refund Policy
Click HERE for TMHM Returns Portal
6. Can I cancel my order?
If you wish to cancel an order, please contact us immediately. If your order has already been processed and a tracking number issued, unfortunately it is too late to cancel. In that case, you can request a return through our returns portal once you’ve received your order. For more details, please refer to our Shipping and Returns Policies.
7. Do you offer exchanges?
We do not offer direct exchanges. Due to the speed at which we sell products, the best way to ensure you get the item you want is to return the original item. Once your return is accepted, you can make a separate purchase for the new item.
8. How do I use a digital gift card?
Simply enter the unique code at checkout when prompted. If you run into any issues, don’t hesitate to reach out—we’re happy to help!
9. What payment methods do you accept?
We accept all major credit cards (Visa, MasterCard, American Express, Discover), as well as PayPal, Apple Pay, and Google Pay. Your shopping experience is secure and seamless!
10. How do I stay in the loop about new arrivals and sales?
Sign up for The Mercantile Muse newsletter to receive the latest updates on new releases, special deals, and more.
11. I have a question that’s not listed here—what do I do?
We’d love to help! Just send us an email at kristi@threemadhattersmercantile.com or use the chat option on our website, and we’ll get back to you in no time. 🤍
