Wholesale Website FAQ
Do you have specific questions about resale certificates? Please go to our Resale Certificate FAQ section below.
How do I sign up for a wholesale account?
When you arrive at our website, click on the “MY ACCOUNT” link in the top menu bar. If you have not yet registered, fill in the form shown below the log in section. Once you do, you’ll see a thank you message, indicating that your information has been sent to our customer service department. You will then receive an email from one of our customer service representatives letting you know when we’ve activated your account, and how you can login for the first time.
I forgot my password!
That’s ok! Click on the link below the login section titled “Forgot Your Password?” Then just enter the email address you registered with, and we’ll send you instructions on how to reset your password.
My business is located out side of the United States. Do you ship to my country?
The Mountain ships worldwide. However we currently can not process orders on our website that are shipping outside of the United States or Canada. If your business is located outside of the United States or Canada, please contact our International Logistics Department via email at email@example.com for information about ordering and shipping to your country.
How do I change the quantities on an item or cancel an item from my order once my order has been placed?
Once your order is confirmed, you will need to contact customer service by phone or email to change your order. You can not currently do this through the website. Please contact customer service at 800-545-9684, or via email at firstname.lastname@example.org. Please note that if it’s been more than 24 hours, we may not be able to change your order.
How long will it take for my order to ship?
The Mountain will ship your order as quickly as we can. Most orders are fulfilled within 24-48 business hours. If you’ve requested any value added services, it may take up to 2 weeks to ship your order. Value added services include namedropping, gift boxing, poly bagging, hang tagging, etc. Please feel free to contact customer service to check the status of your order. If you need your order shipped by a certain date, please be sure to specify this in the SPECIAL INSTRUCTIONS FOR SELLER section, located at the bottom of the shopping cart.
How do I know how much it will cost to ship my order?
Shipping charges are calculated once we’ve packaged your order for shipment. When your order ships, these charges will be shown on your order. You can view the shipping charges after your order ships by navigating to “My Account” and clicking on the order #. If you need an estimate on shipping before your order ships, please contact our customer service department by phone at 800-545-9684, or via email at email@example.com.
I need my shirts namedropped. How do I let you know what I want the namedrop to say?
In the shopping cart, there is a checkbox below the items in your cart that you can check to indicate that you would like your shirts to be namedropped. Please note there is a 48 piece minimum for this service. Before checking out, please indicate in the SPECIAL INSTRUCTIONS FOR SELLER section, located at the bottom of the shopping cart, what you would like your namedrop to say. If you would like us to print your logo, please indicate in the SPECIAL INSTRUCTIONS section that you would like your logo to be used. You can then send us your logo via email to firstname.lastname@example.org. If you have had a namedrop printed before, you can simply state in the SPECIAL INSTRUCTIONS “Namedrop as before!”
Do I have to pay sales tax on my order?
The Mountain is located in New Hampshire, and as such we have no sales tax! We are not required to charge sales tax on orders placed through our wholesale website.
I placed my order, but you haven’t charged my credit card yet. When will my credit card be charged?
Your credit card is charged the day we ship your order. This way we can ensure that you are not billed for items that may be unavailable at the time of shipping. It also enables us to bill you accurately for applicable shipping charges, which are not determined until your order is packed. If you have further questions about how we bill you for your orders, please contact customer service at 800-545-9684, or via email at email@example.com.
How can I check the status of my order?
Login to your account, and click on the menu heading “My Account” on far right of the navigation bar to view your orders. Click on the order number to see the status of that order.
My order’s Fulfillment Status is “fulfilled”. Where can I find my tracking #?
Click on “My Account” on the far right of the navigation bar. Click on your order, you will see the tracking has been applied to each item in the order which has shipped. Click on the tracking # shown to track your order.
I received my order, and it was incomplete, even though the website said all of my items were in stock. Why did this happen?
The inventory shown on our website is updated by our servers every hour. Therefore it is not a live inventory, and there may be occasions that an item is shown as available when it is not. We apologize for any inconvenience this may cause. Please contact our customer service department for more information, and to see if we have automatically backordered the items that were unavailable on your order. You can reference our policy regarding backorders here in our Policies & Procedures.
When I view my orders, I do not see anything open. But according to your backorder policy, I should have some shirts on backorder. How do I check the status of my backorder?
You will need to contact customer service by phone at 800-545-9684, or via email at firstname.lastname@example.org to check on the status of your backorder. Backordered items will not remain open on the website, but this does not mean we do not have them on backorder for you.
I received my order, and one of my shirts is damaged. What do I do?
We’re sorry for the inconvenience! The Mountain strives for quality, and although we have a vigorous quality control system in place, there are occasions when something like this may slip through. Please contact our customer service department by phone at 800-545-9684 or via email at email@example.com to let us know about the damages, and we will either replace the item, or issue you a credit.
I received the wrong item!
We’re sorry for the inconvenience! Please contact our customer service department via phone at 800-545-9684 or via email at firstname.lastname@example.org with details about the items you received. We will get you what you need as quickly as possible!
What if I have product that isn’t selling? Can I exchange it for something else?
Please contact our customer service department by phone at 800-545-9684 or via email at email@example.com for a return authorization. Upon receipt of the merchandise being returned, we will issue full credit for the items received, and you can use that credit towards a future purchase. Please note that we do not accept returns of merchandise that is discontinued, namedropped, or damaged. No return will be accepted without a return authorization. We will allow exchanges for product credit if requested within sixty (60) days of the original invoice date. Shirts must be undamaged, and in their original condition.
Read more about our return policy in our Policies & Procedures.
Can I get a copy of my invoice?
You can get a copy of your invoice by emailing your request to us at firstname.lastname@example.org, or call us at 800-545-9684 and ask for Accounts Receivable.
I’m looking for a specific item…how do I find it on your website?
If you have the item number or the description of the specific design you’re looking for, you can enter that number or description into the search bar located in the upper right hand corner, just below the shopping cart link. If the item you’re searching for doesn’t show up in the search results, it may not be available for purchase through our wholesale division. Please contact customer service for details about the item you’re looking for if you can’t find it on our website.
I saw some items on www.themountain.com that I can’t find here. Are they available for me to purchase wholesale?
There are some items that are being sold on www.themountain.com, The Mountain’s retail website, that are not available wholesale. Many of these items are previously discontinued items, and we’re simply selling off the few leftover pieces we have. Other items may have been produced specifically for The Mountain’s retail division, and are not kept in stock in our wholesale warehouse. Many of these items can be printed for you on a custom basis. If you would like more information about placing a custom order, please email email@example.com with details of what you’re looking for. We would be happy put together a personalized quote for you.
How can I contact your customer service department?
You can contact our customer service department anytime during business hours toll free from anywhere in the United States or Canada at 800-545-9684. If calling from outside the United States or Canada, you can reach us at 603-355-3700. Our office hours are Monday through Friday, 8:00am – 5:00pm ET. You can email us 24 hours a day at firstname.lastname@example.org.
What is a Resale Certificate?
It is a state issued document that meets a federal requirement for all businesses who purchase wholesale goods with the intent to sell them at retail price. This document is required by every state with a sales and use tax.
What if my state doesn’t have a sales tax?
If your business is located in either Alaska, New Hampshire, Delaware, Montana or Oregon then, in place of this form, The Mountain needs documentation verifying that your physical address is located in one of the aforementioned states as well as a sales and use tax exemption form.
I don’t think I have a Resale Certificate. What should I do?
Different states have different names for their documents, the most common being a Resale Certificate, while others have a Sales and Use Tax Form. Regardless of its name, you should have a form that was issued to you by your state that has a State ID Number on it that should satisfy this new requirement.
I’m still confused. Where can I find more information for my state?
Every state has a government website that you can search to find relative information for your business. You can also use any search engine (Google, Bing etc.) by putting the name of your state + resale certificate/sales and use tax form.
I don’t do this with other wholesalers, why is The Mountain requiring this?
Great question! We can’t speak for other companies nor attest to their requirements but The Mountain is making this change to satisfy Federal Law.
If you have additional questions, feel free contact the Customer Service Department at The Mountain at 1-800-545-9684.