The Mountain Help

Q: Can I get a catalog?
You can request a catalog online or by emailing us at sales@themountain.com
The cost is $5.00 for individuals, and free for business owners.
If you are a business owner, please supply your Federal Tax ID #.

Q: Do you have any promotional material?
Yes, we have the following items available, while supplies last.
·    Life is Crap - window sticker (“Life is Crap Sold Here”)
·     The Mountain - Three Wolf Moon poster

Q: Can I get custom shirts made?
You can customize your order by adding a namedrop to the shirts. Please refer to 'namedrop' for further information. If you want your own custom shirts made, we will accommodate custom orders with large quantities. For more details, go to our homepage and click on the 'Custom' tab. (coming soon) To discuss custom orders, please contact Michael Gallen at michaelgallen@mac.com

Q: What color does the shirt come in?
The color is as shown. Each shirt is uniquely hand-dyed therefore slight variations in the color may occur.

Q: Can I order a shirt in a different color?
For a minimum of 50 dozen, we can do any shirt on a different color. This is considered a custom order. For more details, go to our homepage and click on the Custom tab. (Coming soon) To discuss custom orders, please contact Michael Gallen at michaelgallen@mac.com

Q: What are the best sellers?
Please call your sales representative for assistance. If you do not have a rep, you can call our customer service and sales department at 800-545-9684. We are happy to assist you with choosing best sellers for your location and the category you are interested in.

Q: Do you drop ship? No

Q: What Trade Shows are you doing?
For our most updated list, please email us at: suzanne@themountain.com or sales@themountain.com

Q: Who is my Rep?
Please email our customer service department with your request. Please include your address and what line you are interested in purchasing so we can direct you to the appropriate representative in your area. sales@themountain.com

Q: Do I have the same rep for each line?
We have different reps for each line. Some reps cover multiple lines.

Q: Are the shirts 'Green' or environmentally friendly?
Yes, we are proud to announce that we use environmentally friendly inks and dyes.
We are coming out with an organic line soon and will be included in our next catalog.

Q: Where are the shirts made?
We dye and print our shirts ourselves at our facility located in New Hampshire. Most of our garments are made in the USA and assembled in Mexico. Some others are made in different countries. If you need further information, please contact our customer service department at sales@themountain.com

Q: Why do you need my email?
Email allows for faster communication between The Mountain® and our customers. The Mountain® asks for an email address for all accounts. Supplying an email address is voluntary and not a condition of doing business.

Having a valid email on file will allow for automated online shipment notification (with tracking numbers) and periodic bulletins regarding specials and product availability. The Mountain® does not distribute or sell customer information and will only use email addresses for business purposes. We strongly recommend supplying an email address.

We will also have online monthly releases of new designs and any specials offered will be available online only.

Sizes

Q: What are the sizes and dimensions of the shirts?
Please see our Size Chart. http://www.themountain.me/global/help.html

Because the shirts are hand-dyed there may be slight variations in the sizes.

Q: Do the shirts run big or small
Our adult tees run normal, and our woman’s tops are tight fitting.

Q: Do the shirts shrink?
No, all of our shirts are pre-shrunk

Prices

Q: What is the price?
All Catalog prices are effective as of January 1, 2009. Prices may change without prior notice. 
All products will be shipped at the price in effect on the date the order is placed.

At this time please email or call sales for pricing sales@themountain.com

Display Fixtures:
The Great Wall (Boxed Shirts) $150.00
Wooden Spinner (Loose Shirts) $500.00
Cap Rack (Caps) $75.00

Discounts / Sales

Q: Do you offer discounts?
Yes, we have the following discounts available:

·    2% – Available when you pre-pay by check or pay with a credit card at the time of shipping.
·      Quantity - For every $1,000.00 dollars, you get a 1% discount up to 10%.
·      Canadian – Please ask your representative or our customer service department.
·      Online – Please check our website to see if we have any specials or sales going on.

The quantity and pre-pay/credit card discounts can be used together.

We do not offer the quantity discount on initial Boxed or Loose Display orders when a display is included.

Q: Do you have any sales or specials going on?
Occasionally we have sales and offer special programs. This information can be found on the homepage of our website or you can ask your sales representative or our customer service department. At times, we offer a show special at our trade shows.

Q: What is the suggested retail price?
Our suggestion is to keystone our shirts.

Q: Do you have discontinued Items?
No, we do not offer discontinued shirts.

Q: How are the shirts packaged for shipping?
Regular loose shirts are folded in half by dozens and packed in a box unless otherwise requested.

Q: Do you offer free shipping? No

Q: Can you ship to a PO Box? No

Q: How do you ship? What is the Ship Via?
Our standard shipping is as follows:

·    Accounts west of the Mississippi River or in Florida are shipped via Federal Express.
·      Accounts east of the Mississippi will be shipped via UPS Ground.
·      All Boxed orders shipping within the United States will be shipped via FedEx Ground.
·      All COD orders shipping within the United States will be shipped via Federal Express.
·      All Canadian accounts will be shipped via FedEx International Ground.

The Mountain is GST registered and bills Canadian customers for GST, brokerage, & any other applicable charges.

The above information is subject to change without notice. Please let your sales representative or customer service agent know if you require overnight, two day or three day service.

Q: What is the transit time?

·    3 days for FedEx Express
·      4-7 days for FedEx Ground and UPS
·      1-2 weeks for priority
·      3-9 days for FedEx International Ground

Q: What is the delivery time? When will my order ship?
 
·    The Mountain® attempts to ship all regular tee shirt orders within 48 hours.
·      Please allow 2-3 weeks for a new namedrop order and 1 week for reorders.
·      All Box Program and Loose Display orders take 2-3 weeks.
·      All poly bag, size stripping and upc tag orders may take 1-2 weeks to complete. 

Please allow additional time for multiple special requests. If you need the merchandise by a certain date, please be sure it is stated on your order. During peak seasons, this may not be possible. The Mountain® is not responsible for late orders if a ship date was not specified. If your order is held due to unclear or missing information that we need in order to process the order, the order will be held until we get the appropriate information.


Returns & Credits

Q: Do you have guaranteed sales?
The Mountain takes the risk out of ordering from us, because for the past 15 years we have had a return policy that allows our customers to return slow sellers, for full credit to their account. We only apply credit for these returns; we do not refund money. Please refer to our Exchange Program for more information.

Q: Do you have a risk free program?
No, but we do have an exchange program. Please refer to our Exchange Program for more information.

Q: Do you have an exchange program?
Yes we do! We are committed to providing our customers with the best product possible. In our efforts to do so, we want to sell you shirts that sell best for you. To better help your sales we provide an exchange program that enables you to exchange slow selling designs to be replaced with better selling designs.

We will exchange any re-saleable shirt for credit with the following exceptions:

·    Shirts must be in our current catalog, undamaged, and in their original condition.
·      We cannot accept returns of namedropped shirts.
·       The shirts can not be boxed, namedropped, tagged, stickered, damaged, or discontinued.
·       All boxed shirts must be taken out of the gift box & returned loose, folded into half or full dozens.

We will not credit back credit cards or issue refund checks. Any credit given will be put on account for use on future orders. Please be sure to note on the future order to apply the credit, as this will not automatically be done. Net customers will need to deduct the credit from their future payments. Please contact our customer service department to discuss your return options. No return will be accepted without a return authorization number provided by your customer service representative.

The customer is responsible for all freight charges on all exchanges.

Q: What can I do about slow sellers?
You can exchange them for something else.
Please see our Exchange Program for more information.

Q: Can I return shirts?
Yes, you can return shirts under our exchange program for a credit towards your next order.
Please see our Exchange Program for more information.

Q: Can I get a refund for returned shirts?
No, we do not offer refunds. We offer credit on your account to use towards your next order.

Q: How do I return shirts?
Please contact our customer service department to discuss your return options.
No return will be accepted without a return authorization number provided by your customer service representative. sales@themountain.com or call 800-545-9684

Q: What do I do if I have a problem with my order?
Please contact our customer service department so we can correct the problem. Defective or miss-shipped orders must be reported within ten days of the customer’s receipt. sales@themountain.com or call 800-545-9684

Q: When will my return be credited?
We will credit your account as soon as the return has been reviewed and counted in. This usually takes about 1-2 weeks of receipt. We will not issue credit for discontinued shirts, namedropped shirts, boxed shirts or damaged shirts. Shirts must be returned in the same condition as they were sent to you.

Q: How is my credit applied to my next order?
You must request on your order that you want your credit to be applied to the order.
Net customers must short pay their invoice in the amount of the credit they have.

Q: Where is my invoice?
The invoice will be in one of the following places:

·    In the box
·      Outside of the box
·      Mailed (Net and pre-paid orders)

Q: Why does my invoice show a balance due when I paid with a credit card?
If you paid with a credit card at the time of shipping, you do not have a balance due.

The total order cost will always be displayed under the balance due column, please disregard this if you paid by cc. The cc was charged and you should have a credit card receipt attached to the invoice indicating it was charged. If the cc receipt matches the balance due, this indicates it was paid in full.

Q: How do I pay? What are the Terms?
Available terms for all accounts are as follows:

·    Prepay (by check)
·      Credit Card (MasterCard, Visa, Discover, and American Express)
·       Net 30
·       COD certified
·       Wire Transfer

Pre-paying or paying with a credit card at the time of shipment, entitles you to a 2% discount.
This is subject to change without notice.

Acceptance of company check or net 30 terms requires The Mountain® approval of your credit application. Please allow 2-3 weeks for credit applications to be processed.

We are now required to get the CID number from all of our credit card customers. The three-digit CID number is located on the back of the customer’s card for MC/Visa and Discover. Amex is on the front and will be a four-digit number. The credit card company may decline credit cards if we do not provide this number and we will hold the order.

We cannot ship Canadian, Namedrop, or Box Program orders COD.

Unclaimed COD Charges:

Freight charges for unclaimed or refused CODs will be added to the customer’s next order. The customer has five business days after refusing a package to contact The Mountain® and accept the charges before the order is restocked and a 20% restocking fee may be applied.

Declined Credit Cards:

The Mountain® will notify the customer within 24 hours if their credit card is declined. The customer has five business days to arrange payment and have the order shipped before the order will be restocked, and a 20% restocking fee may apply. Namedrop and Box customers must arrange payment and accept the order or be placed on a prepay-only status for all future orders. They will be responsible for payment in full of the refused order before any future orders will be filled.

Overdue Accounts:

We will only ship to overdue accounts if an arrangement has been made for payment and the new order is prepaid by check or credit card or ships COD certified.


Minimums

Q: What is the minimum?
The minimum per line is as follows:

The Mountain, Evolution, Life is Crap, Wine is Life,
Laughing Bear, The Back 40 & Skulbone:

·     Loose shirt orders: Initial order must be $200.00 without exception. No reorder minimum.
·     Namedrop orders: 48 pieces per order.
·     Box program orders: 24 pieces per order or you will be charged an additional $1 per shirt. 
         
(This can include several different designs, with adult and youth sizes)

Mountain Life:

·    Initial Order: $200.00 with a 1 dozen minimum per design.
·     Reorder: 12 pieces per design

Q: Can I order multiple lines to meet my minimum?
Yes, you can. The orders must be placed at the same time and shipped and billed to the same location. Please order each line on a separate order and request to have them packed/shipped together.

Q: Can I order multiple lines on one order or do they have to be separate orders?
Please order them separately and request on the orders that you want them shipped together.

If the representative for the multiple lines ordered are the same and the orders can be processed together, we will combined them into one order, otherwise they have to be separate orders.

Q: Can I mix loose and boxed shirts on my order?
No, we prefer to have them placed as separate orders.
Request on the orders that you want them shipped together.

Status & NA's

Q: What is the status of my order?
Please contact our customer service department at sales@themountain.com or you can call us at 800-545-9684. Please have your customer number available.

Q: What is the b/o policy?
The policy is listed below per order type.

Unavailable Items & Backorders:

The Mountain® strives to ship each order complete. However, during busier seasons there may be unavailable items, which will be marked “N/A” on the pick ticket. Customers will be responsible for freight on all backorders. Please specify on your initial order if you do not want a backorder.

Loose Shirt Orders

The Mountain® will automatically backorder all unavailable items if there are 4+ pieces unavailable at the time of shipment, unless otherwise requested by the customer on a per order basis. The backorder will be shipped within two weeks. Any items still unavailable once the backorder has been shipped will be cancelled and will need to be reordered by the customer.

Namedropped Orders

Mountain® will automatically backorder all unavailable namedropped items if there are 48+ pieces unavailable at the time of shipment, unless otherwise requested by the customer on a per order basis. The backorder will be shipped within two weeks. Any items still unavailable once the backorder has been shipped will be cancelled and will need to be reordered by the customer.

Boxed Orders

Mountain® will automatically backorder all unavailable boxed items if there are 24+ pieces unavailable at the time of shipment, unless otherwise requested by the customer on a per order basis. The backorder will be shipped within two weeks. Any items still unavailable once the backorder has been shipped will be cancelled and will need to be reordered by the customer.

Q: Is there free freight on backorders? No

Q: Why is there Na’s on my order?
The Mountain® strives to ship each order complete. However, during busier seasons there may be unavailable items, which will be marked “N/A” on the pick ticket.

Q: What happens with Na’s?
The items will be automatically backordered if it meets our backorder policy, unless otherwise requested by the customer. Please refer to our Backorder Policy for more information.

Q: When will the Na’s be available?
Please contact our customer service department for availability. sales@themountain.com or call toll free 800-545-9684

Q: How can I check available stock on an item?
Please contact our customer service department for availability. sales@themountain.com or call toll free 800-545-9684


Special Services

All services must be requested on every order, at the time the order is placed. Please add $.25 per shirt for poly bagging, folding, size stripping, price tagging, and upc stickering.

Price Tags & UPC Stickers

Q: Can I get my order price tagged or upc stickered? Yes

Q: Is there a minimum for price tagged or upc stickered orders? No

Q: What is the cost for price tags/ upc stickers? $.25 cents per shirt

Q: Do you supply the tags/stickers? 
We can supply them or you can send us your own.

Q: What do the price tags include?
Item #, size & upc. Upon request, we can add the description and price.

Q: What do the upc stickers include?
Item #, size & upc. Upon request, we can add the price.

Q: Where can I get a list of your upc codes?
Please email our customer service department. sales@themountain.com

Poly bag

Q: Can you poly bag my order? Yes

Q: Is there a minimum for poly bagged orders? No

Q: What is the cost to poly bag? $.25 cents per shirt

NAMEDROP

Each customer may have only one namedrop screen on file per calendar year, per location. Any changes or cancellations must be received and acknowledged by The Mountain® within 24 hours of receipt of the original order. Changes to the order will not be accepted once the namedrop has been printed.

Q: What is the minimum for namedropped orders?
The policy per line is as follows:

The Mountain, Evolution, Life is Crap, Wine is Life,
Laughing Bear, The Back 40 & Skulbone:

48 pieces per order

Mountain Life:

·    Initial Order: $200.00 with a 1 dozen minimum per design.
·      Reorder: 12 pieces per design

Q: Is there a charge for namedrop?
The policy per line is as follows:

The Mountain, Evolution, Wine is Life,
Laughing Bear, The Back 40 & Skulbone:

$.25 cents per shirt for loose shirt orders
$1.00 per shirt for boxed shirt orders

Life is Crap:

$1.00 per shirt for loose & boxed shirt orders

(We are the licensee of Life is Crap and it has been determined that it sells better without the namedrop, so we discourage it)

Mountain Life:

Regular namedrop is free. (One color)

Logo Namedrops
1 color: free
2 colors: $.50 cents per shirt
3 colors or more: $1.00 per shirt

Q: Is namedrop available in every line?
Yes, namedrop is available in all of our lines on regular T-Shirts only.

(We do not namedrop long sleeves, night dresses, tank tops or fashion tees)

Q: Where is the namedrop located?
As stated below per line.

The Mountain:

·    Left Sleeve for Adult t-shirts
·      On the Back for Youth t-shirts.  (The drop is the same size as the adult sleeve drop)

Evolution, Life is Crap, Wine is Life, Laughing Bear, The Back 40 & Skulbone:

Left Sleeve

Mountain Life:

Front Left Chest

All Mountain Life shirts are preprinted with the design on the back of the shirt. Any Mountain Life shirt that is printed on the front is considered namedropped. All namedrops are printed on the front left chest of the shirt. The namedrop section of the order form must be completed for every namedrop order. Please provide a valid email address for namedrop verification.

Any front print is customization and available in the following choices:

·    Front Image only (A silhouette similar to the back image)
·      Front Image with namedrop
·      Namedrop only
·      Custom Logo

Q: What color is the namedrop?
The information per line is as follows:

The Mountain, Evolution Life is Crap, Wine is Life,
Laughing Bear, The Back 40 & Skulbone:

White, unless otherwise discussed and approved.

Mountain Life:

Black or the color of your logo. (Charges apply for multiple colors)

Q: What size is the namedrop?
The information per line is as follows:

The Mountain, Evolution, Life is Crap,
Laughing Bear, The Back 40 & Skulbone:

Adult Left Sleeve: 4 inches wide
Child’s Back: 4 inches wide

Wine is Life:

Left Sleeve: 4 inches wide
Back Drop: 5 ¾ inches wide

Back drops are considered custom namedrops and charges will apply per order basis.


Mountain Life:

Ranges from 3-4 inches wide, depending on the silhouette image it fits under.

Q: How many characters are available in the namedrop?
The information per line is as follows:

The Mountain, Evolution, Life is Crap, Wine is Life,
Laughing Bear, The Back 40 & Skulbone:

There are 20 characters per line, up to four lines.

Mountain Life:

There are 17 characters per line, up to two lines.

Q: Can we use our logo for the namedrop?
Yes. When submitting artwork, please email it to namedrops@themountain.com

Please send standard format .jpeg file, or Mac formatted .tif file.
Please supply camera ready artwork for specialized logo drops.

Q: Can I get my order namedropped with the loose display?
Yes. The display will not indicate anywhere that the shirt folded is namedropped.

Q: What is the minimum for namedropped orders with the loose display? ND minimum only.
It is the same as the regular namedrop minimum. See 'Namedrop Minimum' for details.

Q: Is there a charge for the namedrop with loose display orders? ND charge only.
It is the same as the regular namedrop charge. See 'Namedrop Charge' for details.

Q: Can I get my order namedropped and boxed?
Yes. The box will not indicate anywhere that the shirt inside is namedropped.

Q: What is the minimum for namedropped orders in the box? ND minimum only.
48 pieces per order

Q: Is there a charge for namedrop on boxed shirt orders?
Yes, $1.00 extra per boxed shirt