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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/billing addresses
We ship to the address on your Paypal account.
We ship all orders 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 for your order. We will manually total your discount and refund the costs after you have sent payment. Discount is refunded to you via Paypal.
**Orders must have code to get the discount - we refund the discount/savings via Paypal after you have paid for your order using Paypal payments.**
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 all credit cards Visa, Mastercard Via 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. Make sure to click on "PLACE ORDER" button to the right of check out order form. Once you click on Place Order Button you will be redirected to Paypal's site to complete the payment process.
Don't have a paypal account? Pay as a Paypal Guest using any major credit card. Once you are redirected to Paypal Click on (Don't have an account) & follow prompts.
All your financial information that you give to Paypal is safe, secure & encrypted. Those are the reasons people love to use Paypal for payment of anything online and most merchants offer Paypal as a trusted source for processing customer's payments. The merchant never sees any of your credit card or bank information, all we see is that you have placed an order and have paid securely with 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. When 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 Postal 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 7 days of delivery.
Refunds and Exchanges:
- We accept Returns within 7 Days of receipt of your order - with original sales slip/invoice enclosed in your order & note telling us to refund or exchange your item. (Please email us first & let us know you are returning an item)
- No Returns on Any item that is not in its original condition, (t-shirts must be unwashed, unworn, no odors - smoke, pet, body. Must have tags attached, if it had tags) is damaged, or is missing parts. Items must be in re-saleable condition or you will be charged a fee depending on items condition deducted from your refunded price.
- No Returns or exchanges on certain items: Earrings, Body Jewelry - due to sanitary and health reasons
- Refunds purchase price only minus shipping charges will be issued after we receive the returned item in re-saleable original condtion.
- Shipping charges to return the item to us are the customers responsibility.
- No returns accepted if you do not contact customer service by email. Email us first, so that we may instruct you, so you can get proper credit via your Paypal account. Merchandise returned without authorization will be refused.
Returns:
When returning items please wrap items and enclose invoice/sales slip 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 via paypal.
Exchanges: we will exchange your item if available.
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.
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Q: Where is my order?
A: We ship all orders 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.
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 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.
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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