FAQ

The very best (and most preferred) way to reach us is via email at: info@downtownmercantile.com Our team answers emails and processes orders between customers in our shop, so please allow up to 24 hours for a reply. You can also stop in our main shop in the heart of downtown Bremerton, Washington at: 402 Pacific Avenue Bremerton, WA 98337 Or you can call us by phone at: 360-627-8627 (9:30am to 9:00pm 7 days a week except Thanksgiving, Christmas Eve, and Christmas). We also operate a couple of local hospital gift shops that are satellites of our main shop.

All items ship directly out of our main store, The Bremerton Mercantile, located in downtown Bremerton, Washington. We believe in transparency and not overpromising. We do not own a big warehouse - we are a small, family-owned business, and our team processes orders while working in the shop, pulling inventory directly off the sales floor or from the backroom. During busy volume days it might take longer to process your order. While we strive to get most orders processed the same day or early next, we provide an estimate 4 business days to process your order (this also allows us time to move items between our other smaller hospital gift shops if we need to). Then depending on the shipping method you choose and where you are located your order should typically arrive to your address within an additional 3-5 business days. If we are running behind we will do our best to provide a pro-active update, but if you haven't heard from us or have a more urgent request, please call us at The Mercantile (360) 627-8627 between 9:30am to 9pm 7 days a week (Note: We close Early on Christmas Eve, and we are fully closed on Thanksgiving and Christmas). Please allow an additional 1-2 business days if your order is placed on those days.

Defective merchandise or merchandise damaged in transit will can be fully refunded if reported within 3 days of receipt. An image or images of the product and/or packaging may be requested & required to process your refund. If preferred, an instore/onsite credit of the item purchase price + 10% can be given instead a refund. If unopened and unused, non-damaged or non-defective merchandise can be returned within 30 calendar days for a refund minus a $2.99 restocking fee. A return/refund confirmation MUST be obtained from our store team prior to sending your item(s) back. NOTE: the customer is responsible for paying return shipping or dropping the item(s) off at our store at 402 Pacific Avenue, Bremerton, WA 98337. We do not provide a shipping label. Finally, we are a small, family-owned business. If we get something wrong, we are determined to make things right. That said, we have to watch our bottom line closely. Shipping is costly. Please try to limit returns/refund requests on non-defective/non-damaged merchandise when possible, and we reserve the right to cancel or not allow future orders from any customers who abuse our return/refund policy or whose cost of doing business with us is not profitable due to overuse of these policies.

Once your order has been processed and shipped, you will receive a confirmation email with a tracking number and a link to track your package. You can also log in to your account on our website and view the status of your order and track your package from there. If you have any further questions or concerns about tracking your order, please contact our team and we will be happy to assist you.