FAQ

Is Porter's Mouse a drop shipper?

Unlike many other websites out there, we are not a drop shipper. We stock our own inventory, which allows us to ensure the quality of the products we sell and ship them to you quickly. When importing products, we strive to buy at levels that provide the best unit cost, allowing us to pass the savings along to you. With drop shippers, you often become the importer of record, which means you could be subject to unplanned customs holds or fees. We take that risk away by importing the goods ourselves and shipping them from our location in Pennsylvania. So rest assured that when you order from us, you'll be getting the best products at the best prices, without any surprises or hidden fees.

Where is your business located?

We are proud to be located in Pennsylvania, USA. Unlike many drop shipping websites, which can be located in any country, Porter's Mouse is a Pennsylvania-based company. This means that we are subject to US laws and regulations, and we are committed to providing our customers with the highest level of service and quality products. Our location also allows us to import goods directly and stock our own inventory, which means we can offer competitive prices and fast shipping. So if you're looking for a reliable and trustworthy online store, you've come to the right place.

How can I place an order?

To place an order, simply browse our online store and add the desired items to your shopping cart. When you are ready to checkout, click on the cart icon and follow the prompts to complete your order. You will need to provide your billing and shipping information, as well as choose your preferred payment method. Once your order has been placed, you will receive a confirmation email with the details of your purchase.

What Payment Methods do you accept?

We accept the following credit cards: Visa, MasterCard, Discover, and American Express. In addition, we offer payment options through PayPal wallet, Apple Pay and Google Pay. These payment methods provide secure and convenient options for our customers to complete their purchases.

Is my personal information secure?

Yes, we take the security of your personal information very seriously. We use industry-standard encryption technology to protect your personal and financial information when you make a purchase on our website. Our website is also regularly scanned for security vulnerabilities to ensure that it is safe and secure for our customers to use. 

We will never share or sell your personal information to third parties for marketing purposes. Your information is only used to process your order and to communicate with you about your purchase. For more information about how we use and protect your personal information, please review our privacy policy. 

 If you have any concerns about the security of your personal information, please do not hesitate to contact our customer support team. We will be happy to address any questions or concerns you may have.

How Long will it take for my order to arrive?

For Economy shipping, orders will typically arrive in 3-7 business days.  For Standard Shipping, orders will typically arrive in 2-5 business days.

Can I cancel or change my order?

If you need to cancel or make changes to your order, please contact our customer support team as soon as possible. We'll do our best to accommodate your request if your order hasn't already been shipped. If your order has already been shipped, unfortunately, we won't be able to make any changes or cancel it. However, you can return the items according to our return policy once they arrive. Please review our return policy for more information.

What is your Return Policy?

We want you to be completely satisfied with your purchase. If you are not happy with your order, you may return it for a refund or exchange within 30 days of the purchase date. To be eligible for a return, the item must be unused, in its original packaging, and in the same condition that you received it. Please note that certain items, such as personalized or custom-made products, may not be eligible for return. 

To initiate a return, please contact our customer support team with your order number and reason for the return. We will provide you with a return shipping label and instructions for returning the item. Once we receive your return, we will process your refund or exchange as soon as possible. 

Please note that shipping charges are non-refundable, and the cost of return shipping will be deducted from your refund unless the item is defective or there was an error on our part. If you have any questions or concerns about our return policy, please don't hesitate to contact us.

How do I track my order?

Once your order has been shipped, we will send you a confirmation email with a tracking number and a link to the carrier's website. You can use this information to track your order and monitor its delivery status. Alternatively, you can log into your account on our website and view the status of your order in the "Order History" section. If you have any questions or concerns about the status of your order, please contact our customer support team. We'll be happy to provide you with an update and assist you with any issues you may have.

What should I do if the product I received is damaged or defective?

We apologize if you received a damaged or defective product. If this is the case, please contact our customer support team as soon as possible with photos of the damage or defect, your order number, and a brief explanation of the issue. We'll work with you to resolve the issue promptly. 

Depending on the circumstances, we may offer a replacement, a refund, or an exchange for the damaged or defective product. We may also ask that you return the item to us for inspection before we process a replacement or refund. We will provide you with instructions for returning the item if this is necessary. 

Please note that we are not responsible for damages caused by the shipping carrier. If your package arrives damaged, please take photos of the package before opening it and contact the carrier to file a claim. However, if the product itself is damaged or defective, we will work with you to make it right.

Do you offer international shipping?

Unfortunately, at this time, we only offer shipping within the United States. We do not offer international shipping. We apologize for any inconvenience this may cause. However, we are constantly reviewing our shipping policies, and we may offer international shipping in the future. Please stay tuned to our website and social media channels for updates on this matter.

What if I have questions or concerns about my order?

If you have any questions or concerns about your order, please don't hesitate to contact our customer support team. We're here to help and want to ensure that you're completely satisfied with your purchase.  

Our customer support team is available during our business hours and will do their best to respond to your inquiry as quickly as possible. 

Whether you have questions about shipping, returns, product information, or anything else, we're here to assist you. Don't hesitate to reach out to us if you need assistance or have any questions.