Mouse Club FAQ

Last Updated: July 26th, 2022

 

General

Q) What are your operation days/hours?

A) We operate every day Monday through Friday from 9AM to 4PM. This is when we fulfill orders, respond to contact requests, and work on improving our store.

Q) When is a product being restocked?

A) We try to restock everything before it runs out, but sometimes we aren't able to get hold of certain items or it may not make sense for us to restock at that point in time.

We have added an app to our site to automatically send an email when we restock an item. You just need to submit your email address on the page of that specific product to sign up for an email notification. We have also created a page here to show estimated restock dates of popular brands and products: https://mouseclub.co/pages/inventory-restocking

 

 

Orders

Q) Can I add items to a previous order?

A) Yes! If you'd like to add additional items to an unshipped order, feel free to place a second order. Whenever we spot two orders under the same name shipping to the same address, we refund the extra shipping costs and ship the two orders together.

Q) Can I cancel/change an order I placed?

A) As long as your order hasn't shipped, absolutely! Just send us a message through our contact page with your name and order number. We check our email before fulfilling orders so we should catch it and cancel it.

If you need urgent order assistance or changes, your best bet would be hopping in our Discord and sending us a message there. You can hop in and send me a private message directly with your issue and order number. I have the orange owner tag role at the top of the role list. Here is a link to our discord

 

Shipping

Q) How long until my order is shipped?

A) Most orders placed are shipped within 1-2 business days. We try to ship orders out on Mondays, Wednesdays, and Fridays. We cannot ship on National Holidays as the post office does not operate on those days.

Q) How long does shipping usually take?

A) Most U.S. customers should receive their order within 3-7 business days. International orders to Canada have typically taken around 10-14 days. For Europe and other international destinations, orders typically arrive within 2-3 weeks, but we have seen some transit times reach as long as 40 days during busy parts of the year.

Q) Help, my tracking link isn't updating!

A) Occasionally, the packages that we drop off will skip the scan at our local post office. When this happens, the tracking link will show "USPS awaiting item", even though it was already dropped it off.

When you are emailed a tracking link for your order, it is most likely dropped off the same day or on the next business day. If the tracking doesn't update within a few days, the package likely skipped the local scan, and will eventually show up when it reaches your distribution hub.

Q) Do you have a shipping policy?

A) Yes! You can find our shipping policy here: https://mouseclub.co/policies/shipping-policy

 

COVID-19 & Other

Q) Am I safe ordering from you guys? What measures are being taken against COVID-19?

A) Of course! Staying safe during ongoing outbreak is one of our biggest priorities right now. We always keep a clean working station, and wipe down everything that comes in and goes out from our location. We promise we wont get you with our stuff! :)

Q) What happens if a tropical storm/hurricane is coming?

A) We're located in Puerto Rico and the hurricane season is pretty tricky for us too. If there is a tropical storm in our area, we may need an extra day or two to be able to fulfill orders again. We appreciate your understanding! <3

If you have a package on the way, USPS will deliver when they can, just sit tight and stay safe! If anything gets ruined or lost, we'll make sure to take care of it for you.

 

Warranty

Cables: All cables are tested and working before shipping. For your peace of mind, we currently offer a 6 month warranty on all of our completed cables.

Everything else: We do not currently offer any warranty on any other products we offer. Most other products we stock are consumables and will degrade over time. Though we don't offer warranty, we will always replace anything defective on arrival, so please do not hesitate to contact us if something is clearly defective or not working properly.

Please see our warranty policy located here for more information.

 

Returns

If you've ordered something you no longer want or need, you can refuse the package from USPS and have it returned to us for a partial refund. We will refund the total amount of your order minus the shipping costs.

If you have already received the package, but decided you don't want the items, it does get a bit trickier. We like to be as flexible as possible whenever we can, but unfortunately, most of the stuff we stock we cannot accept returns for. We want to avoid restocking any potentially used, misused, or fraudulent items, so we are not able accept product returns at this time. Though we don't offer product returns, we will always replace anything defective on arrival, so please do not hesitate to contact us if something is clearly defective or not working properly.

Please see our return policy located here for more information.