FAQ

 

General

Q) What are your operation days/hours?

A) We operate every day Monday through Friday. 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. As soon as a product restock is on the way, we will post in the #announcements channel of our Discord server.

We have also 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 an 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 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) Orders will be shipped within 1-5 business days. Most orders go out quickly, but some weeks we are not able to pack orders more than once or twice a week.

If a label was created but your tracking hasn't updated, please be patient and allow an extra day or two for updates. Sometimes USPS skips the departure scan, and the order does not get scanned until it reaches a distribution center.

Please keep in mind that the United States Postal Service does not work on federal holidays or on Sundays. We cannot ship orders on these 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 the busiest parts of the year. Shipping times are largely out of our control - we are really sorry for any inconvenience.

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

 

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.