FAQs

FREQUENTLY ASKED QUESTIONS (FAQs)


Q. What forms of payment do you accept?

A. We accept all major credit cards including Visa, MasterCard, Discover, American Express, JCB, and Diners Club. We also accept PayPal and most debit cards. Personal Checks are accepted at our discretion.

If paying by personal check, it must be drawn on a domestic bank (U.S.) and you must be shipping to a U.S. address. Checks should be made payable to Portland Mercantile Company and mailed to us at PO Box 3993, Central Point, Oregon 97502-0041. Please write your order number on your check. We will acknowledge receipt of your check by email.

Your check must clear our bank before we ship your order so please allow one week to ten days for clearance before we ship. If we don't receive your check for your order within 7 days of your order your order may be cancelled.


Q. Is your checkout secure?

A. Yes, Portland Mercantile Company's checkout is powered by Shopify and is certified Level 1 PCI DSS compliant. The Payment Card Industry Data Security Standard (PCI DSS) is an information security standard for organizations that handle credit card and debit card information. Defined by the Payment Card Industry Security Standards Council, the standard was created to increase controls around credit card data to reduce credit card fraud via its exposure.


Q. Do you ship internationally?

A. Yes. We ship most of our items to many international destinations. For a complete list of those destinations, please see our Shipping page. Please note that some countries charge duties and/or other fees for items shipped from the United States. These fees ARE NOT included in our shipping charges. For example, if you are ordering goods for personal use into the UK, you may need to pay UK Customs Duty, Excise Duty and/or import VAT. Additionally, Royal Mail or Parcelforce Worldwide (part of the Royal Mail Group) may charge a service fee for their services in processing and delivering the imported item(s).


Q. How do you ship?

A. We ship by United States Postal Service ("USPS").

For domestic shipments, you have the choice of selecting the level of delivery service, based on size and weight, including First-Class Mail® Parcel, Priority Mail® and Priority Mail Express® when you check out.

For international shipments, you can generally select between First-Class Mail International® or Priority Mail International® unless noted otherwise on our Shipping page.


Q. Can I ship to a different address from my billing address?

A. Absolutely. Just be sure to enter the shipping address you want your order shipped to during checkout. The shipping address appears first, then you will have an opportunity to enter your billing address before checkout.


Q. How do I obtain a refund?

A. If you are unhappy with your purchase, simply return the item postage paid in new condition within forty-five (45) days after purchase for a full refund. Items may be returned to Portland Mercantile Company, PO Box 3993, Central Point, Oregon 97502-0041.


Q. What if the item I wanted is out of stock?

A. If you see an item that is temporarily out of stock, please email us at customerservice@portlandmercantilecompany.com and we will reorder it for you if it is still available from the manufacturer. There is also a handy button on the product thumbnail image that reads "Notify Me" and a link on the main product page that is labeled "Email me when available". Click the button and enter your email address and you will automatically be notified when the item is back in stock.


Q. Where do I enter the discount code I have?

A. You will see a place to enter your discount code during checkout.


Q. I forgot to use my discount code, can I still get a discount?

A. It depends. If your order has not been processed, we might be able to apply the discount. If your order has been processed, we have no way of retroactively applying the discount. However, we can provide you with a discount code to use on your next order or you may use the current discount code through the effective date on your next order.


Q. How do I get a discount code?

A. The best way to get store discount codes is to sign up for our email. You can find an email sign-up box at the bottom of each page in the footer area labeled Sign up for News and Promotions or you may see a tab on the right of the screen with our current promotion. Please note that only one discount code may be used per order and cannot be combined with other discount codes.