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Store Policy

Customer Care

At Mountain State Mercantile, we are committed to providing exceptional customer care and ensuring the satisfaction of our valued customers. This Customer Care Policy outlines our approach to delivering superior customer service, handling inquiries, addressing concerns, and resolving issues promptly and effectively.

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  1. Customer-Centric Approach: a. We prioritize the needs and preferences of our customers, aiming to exceed their expectations at every interaction. b. We treat all customers with respect, courtesy, and professionalism, irrespective of their background, age, gender, or any other distinguishing factor. c. We maintain open and transparent communication channels to foster trust and build strong relationships with our customers.
     

  2. Accessibility and Communication: a. We ensure that our contact information is easily accessible through multiple channels, such as phone, email, website, and social media platforms. b. We commit to responding promptly to customer inquiries, within 48 hours, and strive to resolve issues as quickly as possible. c. We provide clear and concise information about our products, services, policies, and procedures to assist customers in making informed decisions. d. We communicate in a friendly, empathetic, and professional manner, using language that is easy to understand and free from jargon.
     

  3. Staff Training and Empowerment: a. We invest in regular training and development programs for our customer care representatives to enhance their skills, product knowledge, and communication abilities. b. Our staff is trained to actively listen to customers, understand their concerns, and provide appropriate solutions or escalate matters when necessary. c. We empower our customer care team to make decisions and resolve issues independently, within defined guidelines, to ensure a seamless customer experience. d. We encourage feedback from our customer care representatives and use it to continuously improve our customer care practices.
     

  4. Resolution Process: a. We have a structured process in place to handle customer complaints, feedback, or any other concerns raised. b. Customer issues are documented and assigned unique reference numbers to track progress and ensure timely resolution. c. We strive to resolve customer concerns at the first point of contact. However, if further investigation or escalation is required, we keep customers informed about the progress and expected timelines. d. In the event of a mistake or error on our part, we take ownership, apologize sincerely, and work towards rectifying the issue promptly, ensuring minimal inconvenience to the customer. e. If a customer is dissatisfied with the resolution provided, we escalate the matter internally to higher management levels to ensure a fair and satisfactory outcome.
     

  5. Privacy and Data Protection: a. We adhere to strict privacy and data protection regulations to safeguard customer information. b. Customer data is collected, used, and stored securely, in accordance with applicable laws and regulations. c. We obtain customer consent before using their personal information for any purpose beyond the scope of the original interaction. d. We maintain transparency regarding our data handling practices and offer options for customers to manage their data preferences.
     

  6. Continuous Improvement: a. We regularly review our customer care processes, policies, and performance to identify areas for improvement. b. We value customer feedback and encourage customers to share their experiences and suggestions for enhancing our services. c. We analyze customer feedback to identify trends, patterns, and opportunities for innovation, enabling us to provide an even better customer experience.
     

At Mountain State Mercantile our commitment to delivering exceptional customer service and ensuring customer satisfaction at all times. We strive to build lasting relationships with our customers by consistently meeting their needs, addressing their concerns, and providing efficient solutions. We are dedicated to continuous improvement, adapting to changing customer expectations, and maintaining the highest standards of customer care throughout our organization.

Privacy & Safety

At Mountain State Mercantile, we take your privacy and the security of your personal information seriously. This Privacy and Safety Policy is designed to inform you about how we use, store, and protect your personal information when you interact with our website, make purchases, and use our services. By using our website or providing us with your personal information, you agree to the terms outlined in this policy.

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  1. Collection of Personal Information We collect personal information from you when you create an account, place an order, subscribe to our newsletter, or interact with our website in any way. The personal information we collect may include your name, email address, shipping address, phone number, and payment details.
     

  2. Use of Personal Information We use the personal information we collect for the following purposes:
     

a. Order Processing: We use your personal information to process your orders, verify payment details through third-party banking services, and deliver products or services you have purchased.
 

b. Communication: We may use your email address or phone number to contact you regarding your order, provide updates, or respond to your inquiries or customer support requests.


c. Marketing and Promotions: With your consent, we may use your personal information to send you promotional emails, newsletters, or other marketing communications to keep you informed about our latest products, services, and special offers. You can opt-out of receiving such communications at any time.
 

d. Personalization: We may use your personal information to personalize your experience on our website, recommend products or services that may be of interest to you, and display targeted advertisements.


e. Analytics and Improvements: We may use your personal information to analyze user behavior, gather demographic information, track website usage patterns, and improve our website, products, and services.
 

  1. Data Security and Storage We take appropriate measures to ensure the security of your personal information. We implement physical, technical, and administrative safeguards to protect against unauthorized access, alteration, disclosure, or destruction of your personal information. We restrict access to your personal information to authorized personnel only.
     

Your personal information is stored on secure servers or in secure physical locations. We retain your personal information for as long as necessary to fulfill the purposes outlined in this policy or as required by applicable laws and regulations.
 

  1. Third-Party Disclosure We do not sell, trade, or transfer your personal information to third parties without your explicit consent, except for the following limited circumstances:
     

a. Service Providers: We may engage trusted third-party service providers to perform various functions on our behalf, such as payment processing, shipping, or marketing. These service providers will have access to your personal information only to the extent necessary to perform their respective tasks and are obligated to maintain the confidentiality and security of your information.
 

b. Legal Compliance: We may disclose your personal information if required to do so by law or if we believe such action is necessary to comply with legal obligations, protect our rights or the rights of others, investigate fraud, or ensure the safety of our users.
 

  1. Cookies and Tracking Technologies We may use cookies and other tracking technologies to collect information about your browsing behavior on our website. These technologies allow us to analyze trends, track user movements, and gather demographic information to improve our website, personalize your experience, and provide targeted advertisements. You can modify your browser settings to disable cookies, although this may limit certain features or functionalities of our website.
     

  2. Children's Privacy Our website is not intended for use by individuals under the age of 16. We do not knowingly collect personal information from children under the age of 16. If we become aware that we have inadvertently collected personal information from a child under the age of 16, we will take appropriate steps to delete that information from our records.
     

  3. Changes to this Policy We reserve the right to modify or update this Privacy and Safety Policy at any time. Any changes will be posted on this page, and the revised policy will be effective immediately upon posting. We encourage you to review this policy periodically to stay informed about how we are protecting your personal information.
     

  4. Contact Us If you have any questions, concerns, or requests regarding this Privacy and Safety Policy or the way we handle your personal information, please contact us at mtnstatemercantile@gmail.com.
     

By using our website or providing your personal information, you acknowledge that you have read and understood this Privacy and Safety Policy and consent to the collection, use, and disclosure of your personal information as described herein.

Payment Methods

- Credit / Debit Cards 
- PAYPAL

Payment Methods
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