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Help Desk

Contacting Us

Shipping

Gift Messages

Return Policy / Satisfaction Guaranteed

Payment Methods / Security Code / Discount Coupons

Order Status

Privacy & Security

International Orders

Care Instructions

Sizing Guidelines

Contacting Us


Mental

Call Center Hours

M-F 8AM-5PM (CST)

By E-mail:
Questions: - service@mentalgear.com
Comments: - Tell Us What You Think of Mental

By Phone:
US Toll Free: 1.800.726.7247
US Customers: 1.254.420.1010
International Customers: 001.254.420.1010

By FAX:
US Customers: 1.254.420.1301
International Customers: 001.254.420.1301

By Mail:
Mental
118 Ava Drive
Hewitt, Texas  76643
USA



 

Shipping


How much will my order cost to ship?
Estimated shipping rates are available at any time by requesting a quote through the Shopping Cart page.
Simply add the items to your order, click on the "My Cart" link at top of the page.
From the Shopping Cart page, enter country, state/province and zip/postal code.
Then select the "Get a Quote" button to see available shipping options.
Select the requested shipping method and click the "Update Total" button to see the Grand Total for your order.

International customers may get additional shipping options by entering POSTAL CODE ONLY.


General Shipping Information

Fill out your shipping address exactly as it should read. Do not forget to include any apartment number, suite number, or building number. We cannot be responsible for an incomplete address that you provide. Please include a telephone number to help the delivery driver locate you during daytime delivery.

If you select a commercial delivery address on Standard Ground Shipping, your package may get to you earlier than residential delivery. Commercial addresses generally require having someone present when the driver delivers.

Shipping rates are applicable to the continental United States only. Actual rates to Alaska, Hawaii, and U.S. Territories may be higher than those shown in the calculator. Oversized items will require a slight increase of the shipping charges shown above. In those cases, we will notify you with an estimate of shipping charges. Upon your approval, we will process the order.


Standard Ground Shipping
For Ground Shipping we utilize FedEx and US Postal Service. We can ship to a P.O. Box only with US Postal Service.

How long will it take for my package to arrive?

US Postal Service - First Class Mail takes 3 - 5 days

US Postal Service - Priority Mail takes 2 - 3 days

FedEx Home Delivery takes 2 - 6 days

For an estimate of delivery time to your location, consult the FedEx Ground Service Map and enter origin ZIP code 76712 and click the "View Map" button.


Expedited Delivery, Overnight and Two Day Shipping
Choose from FedEx air delivery options during checkout.

Overnight orders received by 2:00 pm CST will be delivered on the next business day.

Two Day orders received by 2:00 pm CST will be delivered on the second business day following the day shipped.

If the order cannot be processed same day due to inventory availability, we will notify you immediately.

If the calculated delivery charges are not enough to cover actual shipping charges, we will notify you with an estimate of actual shipping charges. Upon your approval, we will process the order.

You can consent to additional shipping charges by indicating your pre-approval by sending an email to service@mentalgear.com.  We will process the order according to your instructions and charge your account for the applicable shipping charges.

Orders requesting Overnight and Two Day Shipping will take priority over Standard Shipping orders.


How Can I get FedEx to leave a package without requiring a signature.  What is a release waiver?
As long as a tracking number has not been generated, you can contact your local FedEx branch and put in a "Signature waiver" to either require or not require a signature for delivery. Call 1-800-GO-FEDEX.
If a tracking number has been generated for your order and once FedEx attempts an initial delivery, they will leave a delivery notice on your door. On the reverse side you’ll find the same "Signature release waiver". Fill it out and they will follow your instructions on their next delivery attempt. Some FedEx drivers will leave a package if they are familiar with the neighborhood and consider it safe to do so. That is completely up to the FedEx driver.


APO/FPO
APO/FPO orders shipped by the United States Postal Service and take one to two business days to process and on average five to ten working days to arrive. However, Mental cannot control delivery time. For APO/FPO orders, this may take 2-4 weeks at times. Please include the APO/FPO postal code in the zip code field.


International Shipping
Mental uses the following carriers for International Orders: Federal Express, and US Postal Service. International Orders require a physical street address and phone number. We are required to provide a commercial invoice for all International Orders. Because of the paperwork, International orders can take as long as 3 additional business days plus the dateline where applicable. Deliveries will not be made on Saturdays or holidays.
US Postal Service First Class takes 2-6 weeks for delivery.
US Postal Service Priority Mail takes 6-10 business days for delivery.


Special Shipping Requests
To arrange for a special shipment request please e-mail service@mentalgear.com, or Phone: 254.420.1010 , or Fax: 254.420.1301


Improper Address
If you do not provide us the complete proper address or if you request the package to be delivered to another address (other than the one you originally provided us with) and our shipping company charges us, your credit card will be charged for all applicable charges.  If package can not be recovered or returned, you are responsible for the loss.


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Gift Messages


How do I enter a gift message?
Gift messages may be entered on STEP 4 of the check out process.
Check the checkbox "Do you have any gift items in your order?"
A text area will appear for you to complete.
We do not include invoices in gift shipments.

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Return Policy / Satisfaction Guaranteed


What is the Mental return policy?
We are committed to having happy customers that not only can't wait to shop again but go out and tell their friends about Mental. That's why we offer a 100% MONEY BACK GUARANTEE. In the unlikely event that you are unhappy with your product simply return it within 10 days for a 100% refund.

Items returned must be accompanied by the original packaging and materials. Items must be in NEW and UNUSED condition. All returns will be inspected prior to credit being issued.

CLOSEOUT AND SALE ITEMS are not returnable. SPECIAL ORDER items that are not regular in stock items are also not returnable

Mental will issue a full refund less the original shipping charges by crediting the credit card or mailing a refund check. If the return is due to an error on our part, a full refund will be credited to your account.


How do I return an order?
If you should need to return an item first request a Return Merchandise Authorization (RMA) from a customer representative by calling us or sending an e-mail message. Packages without an RMA number clearly marked on the outside of the package will not be accepted. We cannot accept C.O.D. deliveries.  Return shipping charges are your responsibility. We recommend the use of an insured parcel service, such as UPS, FedEx, USPS delivery confirmation, etc.  We recommend you insure the item when shipping. Please allow a minimum of 30 days for us to receive and process your return or exchange. We’ll credit or refund the value of the merchandise total and any taxes you were charged. Adjustments to credit cards will be made within two billing cycles. All returns will be refunded to your original purchase credit card.


International Returns
The customer is responsible for any additional duty, taxes, brokerage fees and insurance fees that may be assessed for returned items shipped internationally. Shipping charges are the responsibility of the customer for warranty replacements. The customer is also responsible for any duty, tax or brokerage fees and insurance for replacements. Closeouts and demo items are not returnable either domestically or internationally.


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Payment Methods / Security Codes


Payment Methods
Mental accepts the following credit cards: Visa, MasterCard, Discover, American Express, and PayPal.


Credit Card Payment Authorization Problems
If an order can not be completed, it is almost always the result of a mismatch with our Address Verification System which matches your billing address entered on the order to the mailing address of the credit card statement. If they are not a match, the order will not be authorized.


What is the Security Code?
It is an important security feature that appears on the back of most Visa/MasterCard and Discover cards, and on the front of American Express cards. This new code is a three or four-digit number which provides a cryptographic check of the information embossed on the card. The security code helps validate that the customer placing the online order actually has the credit card in his/her possession, and that the credit/debit card account is legitimate.


Where can I find the this Security Code?

Visa/MasterCard and Discover Users
Flip your card over and look at the signature box. You should see either the entire 16-digit credit card number or just the last four digits followed by a special 3-digit code. This 3-digit code is your Card Security Code.

American Express Credit Card Users
Look for the 4-digit code printed on the front of your card just above and to the right of your main credit card number. This 4-digit code is your Card Security Code.

How does my Security Code protect me?
The security code is only printed the card and it is not contained in the magnetic stripe information nor does it appear on sales receipts or billing statements - you must have the card in your possession in order to use this code.

Card Security Codes are not raised, so they are not scanned into standard credit card readers. In theory, these numbers are only visible to you. When you give your Card Security Code to a merchant, you assist the merchant in verifying that the order is being placed by you, the card holder.

How do I get discount coupon codes?
Private discount codes are occasionally sent in our newsletter to customers on our email list.
Public discount codes are displayed at the top of the Mental home page.


Where do I enter a discount coupon code?
Discount codes are entered on the "Shopping Cart" page.
Simply add the items to your order, click on the "My Cart" link at top of the page.
Then enter the discount code and click the "APPLY COUPON" button to apply the discount.
The discount will be reflected in the Grand Total for your order at the bottom of the page.

Discount Codes are case sensitive.
If you're having problem with a code, check spelling, capitalization, and any punctuation.

 

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Order Status


How do I check the status of my order?
You may inquire into the status of your order at any time by signing in to your account from the Mental home page. Order status will include shipping status (pending or in transit) and order detail (customer order ID, item detail, shipped date, anticipated arrival date, shipper tracking number and the number of packages).

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Privacy & Security


What is the Mental policy on privacy?

Mental takes your privacy very serious. Mental does not sell or give away sensitive personal information (such as credit card information) to any company outside of Mental. Additionally, from time to time manufacturers assist Mental with fulfillment and shipping in certain product categories, and in those cases these companies receive your name and shipping address so that they can process and ship orders properly.

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International Orders


New International Orders
Because of increased internet fraud, we may require proof of card ownership for new international orders. If proof of card ownership is required, we must receive a copy of the credit card statement showing the name and address of the customer the order is being billed to before we begin processing the order. A credit card statement can be emailed to  service@mentalgear.com or faxed to 001-254-420-1301

Please contact customer service with any questions by phone 001-254-420-1010.


Where does Mental ship?
Mental delivers to all U.S. possessions and to APO/FPO addresses via U.S. Priority Mail.
FedEx delivery is not available to APO/FPO addresses.

PLEASE NOTE, due to internet fraud there are many countries we will not ship to. If your country is not available from the drop down list, we may be able to take the order after speaking to you over the telephone.

We will not ship via US Postal Service to the following areas with unreliable postal service: Latin America, South America, Africa including the Middle East, Israel, Italy, and Greece. So please, do not ask. You will just be wasting your time.


How does Mental ship?
Mental uses the following carriers for International Orders: Federal Express, and US Postal Service International Priority Mail. International Orders require a physical street address and phone number. We are required to provide a commercial invoice for all International Orders. Because of the paperwork, International orders can take as long as 3 additional business days plus the dateline where applicable. Deliveries will not be made on Saturdays or holidays.


International Shipping Charges, Shipping Estimates, Duties and Customs
Shipping charges calculated on the order confirmation are not always accurate for international orders. 
International orders requiring adjustments to the shipping charge will receive a message via email estimating any additional shipping charges. You must respond to this message and authorize the adjusted shipping charges for the order to continue to be processed. Be sure to include your correct email address and the exact shipping amount will be calculated and sent to you by email.  We are able to quote rates Monday thru Friday on regular business days. Some quotes may take longer than 24 hours pending a response from FedEx for the estimated charges.  All prices are quoted in U.S. funds.

International customers will be responsible for payment of any applicable duties at the time an order arrives at its destination. Any applicable duty and/or taxes will be billed separately to the package recipient after going through your country's customs. You must contact your local Department of Commerce for any duty and taxes that may be added. Mental orders only include the cost of the item and the shipping. Any duty or taxes may be added at the time of delivery.

Every order is double checked by our staff before it is packed. However, once a package leaves our store with an international destination we can no longer be held responsible if something happens to it in customs. If customs opens your package and charges you duty, confiscates merchandise or anything else of that nature we cannot be held accountable.


International Returns
The customer is responsible for any additional duty, taxes, brokerage fees and insurance fees that may be assessed for returned items shipped internationally. Shipping charges are the responsibility of the customer for warranty replacements. The customer is also responsible for any duty, tax or brokerage fees and insurance for replacements. Closeouts are not returnable either domestically or internationally.

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Care Instructions


How do I wash my a fleece hat
Here are some tips to care for your fleece hat.
For best results, launder fleece garments separately so no lint gets on them. It’s hard to pick off.
If possible, turn the hat inside out when washing.
Do not use bleach or fabric softeners.
Hand wash is recommended but it is acceptable to machine wash in cool to lukewarm water.
IMPORTANT -- Air-dry your fleece.
Do not dry clean.
Do not iron.
Heat will damage polar fleece and especially any faux fur trim.

 

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Sizing Guidelines


 
Adult Hat Sizing
Measurements S M L XL
Adult Head Size (inches) 21 1/2 - 21 7/8 22 1/4 - 22 5/8 22 7/8 - 23 1/2 23 7/8
Adult Hat Size 6 7/8 - 7 7 1/8 - 7 1/4 7 3/8 - 7 1/2 7 5/8

 

Youth Hat Sizing
Designed to fit children ages 3 -7

 

Adult Long Sleeve
T-Shirt Sizing
Size Small Medium Large X-Large XX-Large
Body Width (inches) 18.50 20.50 22.50 24.50 26.50
Body Length 27.00 28.50 30.00 31.50 32.75
Collar Width 1.00 1.00 1.00 1.00 1.00
Sleeve Length (SS) 8.00 8.25 9.00 9.25 9.75
Sleeve Length (LS) 21.50 22.50 23.00 23.50 23.75

 
Women's
T-Shirt Sizing
Size Small Medium Large X-Large XX-Large
Body Width (inches) 15.00 17.00 19.00 21.00 23.00
Body Length 22.00 23.00 24.00 25.00 26.50
Sleeve Length (SS) 5.00 5.50 5.50 6.00 6.00
Collar Width 0.50 0.50 0.50 0.50 0.50

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