Frequently Asked Questions (FAQ's)
I have a question I would like to ask. How can I contact you?
Our customer service department is open Monday - Friday 9-5 pm EST. Contact us at mysticrivergifts@hotmail.com. We will be happy to answer your questions, help you with your order and do everything possible to make your shopping experience easier.
Is it safe to use my credit card?
Absolutely! Mystic River Toys & Gifts utilizes industry-standard security measures, including SSL (Secure Sockets Layer). All account information submitted to us is safely isolated from unauthorized Internet access.
Do you charge sales tax?
Sales tax is only charged to residents of Pennsylvania. 6%
How can I pay for my order?
We gladly accept all of the major credit cards: PayPal, Master Card, Visa, Discover, and American Express/Optima. We also accept checks and money orders. Orders paid by check will be processed when the funds have been verified. (10days) If you are sending a check, make sure to include information on the item you want, your name, address, phone and email address if you have one. Please make check payable to Mystic River Toys & Gifts and send it to:
Mystic River Toys & Gifts
148 Danner Road
Jim Thorpe, Pennsylvania 18229
Shipping and Handling:
We currently provide free shipping at this time. In the case where this policy would change all our shipping rates are very competative. We ship UPS, USPS, and FedX. Express shipping is available. Please contact us for accurate rates. Currently we do not ship Internationally. Please contact us as to current rates. If shipping out of the continental United States the customer would be responsible for all import / tarrif fees along with fees associated with shipping. ORDERS PLACED FOR DELIVERY TO ALASKA AND HAWAII REQUIRE 2ND DAY AIR DELIVERY AND AN ADDITIONAL CHARGE IS APPLIED. *Cost of express shipping is estimated at the time of checkout and may be adjusted when the actual cost of express shipping is know. In the event the cost of express shipping is higher than estimated we will contact you with the cost. Sorry-we are unable to ship to military APOs.
Other classes of shipping service/oversized items: If you choose a method other than GROUND DELIVERY during the order process, you will be given a list of shipping methods. You can pick the one that suits you and you will be charged accordingly. The total cost of goods, cost of shipping, sales taxes, if applicable, is clearly displayed at the time you check out in our shopping cart.
Shipping Restrictions:
Customers in AK and HI must select 2nd day air delivery. There will be an extra charge for 2nd day air delivery that will be present on the order form. Sorry-We are unable to ship to military APOs.
How Long will it take for my order to arrive?
We do our best to ship your order within 24 to 72 hours of the order entering our system. Some special order items may take up to 10 days or longer to ship. All orders enter our system the next business day. If your order was placed on a weekend, it will not enter our system until Monday. This means orders placed on weekends may take up to five days to ship. Once shipped, delivery is in the hands of the courier or the freight company. We provide tracking information soon after shipping by e-mail so you can track the progress of your order.
How do I find my order number?
Your order number is in the subject line of every email we send Mystic River Toys & Gifts sends a copy of your order to you minutes after the order is placed.
Inspecting Your Shipment:
We ask that you inspect the condition of your delivery prior to signing the delivery slip. If you see damage to the box, please note it on the delivery receipt. You may want to open the box while the driver is present. If the contents are damaged, refuse the shipment and notify us by email mysticrivergifts@hotmail.com.
Our Return Policy:
Please examine your order as soon as it arrives. Before using the item, please make sure it's exactly what you ordered. If you feel you received the wrong merchandise, please contact us via
e-mail. We will gladly correct any error that may have occurred and assist you in every way possible. Please include your phone number in contact.
Damaged Items:
In the event your order arrives damaged, Mystic River will replace the item*. Please contact us via e-mail with the problem. We will inform you as to the next step. *In rare instances, replacement may not be possible if the item becomes discontinued or out of stock. In that event we will offer a refund or substitute. In the event an item is defective on arrival, Mystic River will replace the item and the cost of returning the defective item to Mystic River. *In rare instances, replacement may not be possible if the item becomes discontinued or out of stock. In that event we will offer a refund or substitute.
Problems with merchandise after 30 days:
All merchandise we sell is covered by the manufacturers warranty. We will gladly assist you in contracting the manufacturer so you are satisfied with your purchase. Just contact us via e-mail at mysticrivergifta@hotmail.com. We are here to help.
Restocking Fee:
In the event you are dissatisfied with your purchase at any time within 30 days from the date of purchase, you may return the item to us. All returns must contain the original packaging, manuals, instructions and accessories. A twenty-five percent (25%) restocking fee applies. Please understand that the manufacturers charge us a restocking fee. In many instances, we are unable to return the item to the manufacturer and as we do not sell used merchandise, we sustain a loss on returns.
Any freight charges are not refunded on non-defective product returns.
How do I get a return authorization number?
If you would like to return a product please e-mail: mysticrivergifts@hotmail.com for a (RMA) return authorization number. Upon receiving the item, we will effect a refund or exchange. Please include a copy of your original order, name, address, phone number and a short note explaining exactly what the problem is with the purchase. If you are replacing an item and wish to save time, you can order the product you want immediately by going directly to www.mysticrivertoysandgiftscom. Although your credit card will be charged for the new purchase, a refund will be made as soon as we have the returned product in hand.
Return Policy Checklist:
All items being returned must have a Return Merchandise Authorization (RMA) number.
Return policy valid up to 30 days from date of purchase. The manufacturers warranty may exceed 30 days. All Return merchandise must be in its original sellable condition when received. Please be sure to include all of the original materials, accessories and manuals that the manufacturer included with the merchandise.
Returns must be sent freight prepaid. Freight on non defective items is non-refundable. Please insure to protect yourself and us.
Personal care items and special order merchandise are not returnable.
Return Policy Suggestions:
Save the original packing (box) for at least 30 days and if possible, longer.
Keep all original receipts and invoices so you have proof of purchase.
Keep tracking numbers or receipts in case your return item becomes lost.
Insure the return with the shipper in case the item becomes lost.
What constitutes a defective item?
Please understand: Any item being returned must be obviously defective from the factory. We do not accept responsibility for misuse or mishandling. Products that are returned as defective will be inspected and will only be replaced if the defect is factual.
How do I cancel my order?
Most purchases enter our order system within 30 min. of you placing the order. You may cancel an order within 30 minutes of placing that order by contacting us at: mysticrivergifts@hotmail.com between 9:00 AM and 6:00 PM, Monday through Friday. You can cancel an order anytime we are not open by sending us an e-mail to: mysticrivergifts@hotmail.com.
What if you don't have all of the items in stock?
If an item you ordered is out of stock, it will be backordered automatically and we will e-mail or call you and inform you of items being back ordered and confirm the balance of your order. At that time you will be given the opportunity to wait till in stock or recieve a full refund.
What is your policy on Privacy?
We do not sell, trade, or rent your personal information to others.
Typographical Errors:
Mystic River Toys & Gifts disclaims all warranties and liability due to typographical and other content errors or omissions appearing on its Website. Mystic River Toys & Gifts reserves the right to refuse or cancel any order placed for a product listed at the incorrect price. Mystic River Toys & Gifts reserves the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged and the order is canceled, Mystic River Toys & Gifts will immediately issue the credit back to your credit card account and notify you via e-mail of the error and credit.
Where is Mystic River Toys & Gifts LLC located?
Mystic River Toys & Gifts LLC
148 Danner Road
Jim Thorpe, Pennsylvania 18229
Phone: 570-778-7625
e-mail: mysticrivergifts@hotmail.com
OUR COMMITMENT:
mysticrivertoysandgifts.com is committed to providing you, our valued customer, with the best products, best service and best possible price. Each of our staff is dedicated to your satisfaction. Please understand, we are human and can make mistakes. If you are having a problem, contact us and give us the opportunity to solve the problem. We want to make you happy and keep you coming back. Contact us at mysticrivergifts@hotmail.com and let us do our best to satisfy your needs!
