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FAQ
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Q: How do I register?
A: You do not have to register to place an order, but you may if you wish. To register, you'll first need to complete the brief registration form. Completion of the the form will help us serve you better in the future and will create your own personalized shopping cart that you may use to build your order. The registration form is located in the top right of the screen. Look in the gray box for the link that says 'Create New Account'. Click that link and follow the instructions on the page.
All of the information you supply is used only to identify yourself to the web site. We will not release any of the information to any third party.
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Q: How does the shopping cart work?
A: By clicking on 'Shop' and then 'checkout' you'll be taken to your shopping cart. You may be asked to enter the e-mail address and password you supplied in the registration form. You will also be asked if you would like the server to write a cookie to your computer to automatically log you in on your next visit.
As you browse through our online catalog, you can place items in your cart by selecting the 'Add to Cart' button from the product or search results page.
To change quantities of the items in your shopping cart, simply enter the appropriate quantity in the QTY box and click 'Update'. To remove an item, you can click the blue 'Remove' button or use the 'Empty Cart' button to empty the entire shopping cart. When you are ready to proceed to the check-out process, click the 'Check Out' button.
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Q: What's involved in the checkout process?
A: There are 3 steps in the checkout process. Accurate completion of these steps will accelerate the processing of your order.
Step 1: Shipping and billing addresses
We ship to the address that your credit card bills go to Only. Paypal orders will go to the address on your Paypal account (make sure you have a Paypal account that is active if you wish to pay by Paypal). If you just opened a New Paypal account and want to pay by Paypal email us that you just opened an account. If you do not let us know and we do not get Paypal payment your order will be canceled.
If you want your order to go to another shipping address you must pay by Money Order. Email us and we will instruct you where to send your Money Order. We will hold your order for 1 week, if we do not receive your Money Order we will cancel your order.
The vast majority of our merchandise is shipped via USPS, or Priority Mail International for selected foreign countries.
Comments Area: Use the space provided in the checkout page to make any necessary special comments about your order. Or to enter discount/coupon codes.
Discount Codes: discount codes/coupons cannot be automatically deducted from the PayPal option. We will manually total your discount and refund the costs via PayPal.
If paying with Visa/Mastercard **shopping cart won't relect the savings, we will deduct the amount when we manually process your order**
Step 2: Shipping
Shipping method is 1st class USPS or you can upgrade your order to Priority Mail if you need it FAST! All Priority mail includes delivery confirmation.
Some orders will automatically be shipped Priority Mail due to weight.
International Shipping: We can fill certain international orders (by email only) to countires that have priority mail International and can pay by paypal. Australia, Belgium, Canada, Denmark, France, Germany, Netherlands, New Zealand, Norway, Spain, Sweden, Switzerland, United Kingdom. Shipping is calculated on total dollar amount spent, email us for shipping rate for your order. We do not offer express shipping for international orders. some products we do not ship overseas, such as posters due to their delicate nature. **Mystic Rock is not responsible for additional charges (tax & duties) imposed by the customer's country.**
Step 3: Payment
We accept Visa, Mastercard and Paypal payments. In this step you will be asked for an e-mail address where we can contact you if necessary. You'll also be presented with an order total. If you are paying by credit card Visa/Mastercard, you will also be asked for that information in this step.
You will be asked for a CCV or CVV (credit card verification) code, that is the (3) digit code on the back of your card, which helps against fraudulent use of your card. If paying by Paypal you will be taken to Paypal site where you can pay for your order (make sure you have a Paypal Account if you wish to pay by Paypal). Some things the shopping cart will not calculate. Like if you purchase a t-shirt that is in size XXL where the item says that (+2.00) will be added to the price listed. If paying by Credit Card we manually add those charges, but if paying by Paypal we can't add those charges at check out time so we would have to send you the added charge (by Paypal bill) afterwards in order to process the order. ***We reserve the right to request Money Order as payment in certain situations and for extremely large orders.***
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Q: Is it safe to order online?
A: How does a Secure Site work? In plain English here's what happens when you place an order. First, you'll notice that you enter a secure site when a padlock icon appears in the status bar of your browser. This states that all of the information passed between your computer and our computer will be encrypted. Our computer will tell your computer how to encrypt all information passed between the two using encryption that can only be decoded on our server. Your computer will do such before sending any information onto the phone wire and out onto the Internet and eventually to our computer. When it reaches our server, it will be decoded and logged to our database for processing. Without the decoding key on our server, it is nearly impossible to decipher the encrypted data.
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Q: What is your return policy?
A: We hope that you are pleased with your order. However if you need to return an item or want an exchange, you may do so, if within 15 days of delivery for a full refund or exchange. Please email us if you are returning an item.
We cannot accept returns of certain items, including:
Any item that is returned more than 15 days after delivery.
Any item that is not in its original condition, (t-shirts must be unwashed and unworn with tags attached, if it had tags) is damaged, or is missing parts.
No returns accepted if you do not contact customer service (508-732-9275). Email or call Mystic Rock first, so that we may instruct you, so you can get proper credit. Merchandise returned without authorization will be refused.
Please allow (1) billing cycle for your refund to show on your credit card statement.
Returns:
When returning items please wrap items and enclose invoice and a note stating reason for return and if you want an exchange or refund. Ship your package via insured USPS or UPS. Allow up to 2 weeks for your package to reach us and your refund/exchange proccessed.
Refunds: we will refund the purchase price of your item only! We do not refund shipping and processing charges or return postage.
Exchanges: we will exchange your item if available. You will be charged a processing/handling/ship fee (5.00) to re-ship your item.
Cancellation of Orders: We hope that you'd like to keep your order but if for some reason you do not want to keep the order please contact us prior to us beginning to process your order (we send an email letting you know we have received your order and are processing it). You may cancel an order with no charges, however if your order has already gone through the processing system and you cancel it then, we will have to issue a 5.00 re-stocking/processing fee. You will see your original order that was processed on your credit card statement and also you should see a refund for that order minus the 5.00 fee, usually in 1 to 2 billing cycles.
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Q: Where is my order?
A: We ship all order via USPS First Class Mail or Priority Mail. The standard shipping time for U.S. continental orders shipped via USPS is 5-10 business days. We usually ship within 2 to 3 days of receipt of your order. Shipping times are approximate and not guaranteed. Items ordered together may be shipped seperately to keep costs low. Shipping charges are calculated on dollar spent. Shipping charges include processing, handling, packaging materials, labor and shipping costs. We believe in recycling, so some of our shipping packages might be from other companies, it only helps the enviroment. If you still have further questions about your order, contact Customer Service at 508-732-9275.
Lost or Damaged Packages: Please make sure that your ship to address is correct when you place an order. Most orders reach their destination with no problems, but on occasion there can be one that does not. We encourage you to add delivery confirmation (1.50) & insurance (2.50) to your order so that you know it's been shipped to you. You can add both delivery confirmation and insurance in our "showcased Items & Services category" in our shopping catalog. We highly recommend insurance for all packages shipped via USPS First Class and Priority Mail since these are not insured. If choosing Priority Mail, delivery confirmation is included. We regret that we cannot issue a refund for items lost or damaged in transit. Should the package arrive to you damaged or is lost, please contact the carrier for a refund.
**If you DO NOT purchase delivery confirmation & Insurance and your order gets lost we CAN NOT re-ship the order.** Once your order leaves our hands and is in the postal service system it is out of our control.
Unclaimed Packages: or items returned to us due to bad address will be held for 15 days. Customer must pay FULL shipping charge again to receive package. If we are not contacted, orders will be canceled.
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Q: How do I change the payment info for an order?
A: Contact Customer Service at 508-732-9275.
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