Our Commitment to Excellence
At Mountup Store, we’re dedicated to providing premium mounting solutions and workspace products that enhance your daily experience. We understand the importance of reliable delivery and flexible return options, which is why we’ve created this comprehensive policy to serve your needs.
Shipping Information
Order Processing
All orders are processed within 1-2 business days after payment confirmation. You’ll receive a tracking number via email once your order ships.
Shipping Methods & Timeframes
| Shipping Method | Carrier | Cost | Delivery Time | Best For |
|---|---|---|---|---|
| Standard Shipping | DHL or FedEx | $12.95 | 10-15 business days after shipping | Faster delivery needs |
| Free Shipping | EMS | Free on orders over $50 | 15-25 business days after shipping | Budget-conscious shoppers |
Returns & Exchanges
Return & Exchange Timeframe
We accept returns and exchanges within 15 days from the date you receive your order. This gives you sufficient time to ensure your Mountup product meets your expectations.
Conditions for Returns & Exchanges
To be eligible for a return or exchange, your item must meet the following conditions:
- Item must be in original condition, unused, and in its original packaging
- All original parts, accessories, and documentation must be included
- Item must show no signs of installation or use
- Proof of purchase (order number) is required
⚠️ Non-Returnable Items
Based on product characteristics and safety considerations, the following items cannot be returned or exchanged:
- Custom Artisan Products (from Artisans menu) – These are handmade and often made-to-order
- Used Deskmats – For hygiene reasons, once opened they cannot be returned
- Opened Merchandise – Personalized or used merchandise items
- Installed Mounting Products – Once installed, wall mounts and monitor mounts cannot be returned due to safety and warranty considerations
Step-by-Step Return Process
Step 1: Initiate Your Return Request
Contact our customer service team within 15 days of receiving your order. Use the template below to ensure we have all necessary information.
Subject: Return/Exchange Request – Order #[Your Order Number] Email to: [email protected]
Body:
Dear Mountup Store Customer Service,
I would like to request a [return/exchange] for my recent purchase.
Order Information:
• Order Number: [Your Order Number] • Order Date: [Date of Purchase] • Product(s) to Return: [Product Names and Quantities] • Reason for Return: [Please specify – Wrong Size, Changed Mind, Defective, etc.]
For exchanges, please specify:
• Desired Replacement Product: [Product Name and Quantity]
Contact Information:
• Full Name: [Your Full Name] • Email Address: [Your Email Address] • Phone Number: [Your Phone Number] • Shipping Address: [Your Current Shipping Address]
I confirm that the item(s) are in original condition, unused, and include all original packaging and accessories.
Thank you for your assistance.
Sincerely,
[Your Name]
Step 2: Receive Return Authorization
Within 1-2 business days, you’ll receive:
- Return Authorization Number
- Shipping instructions and return address
- Return shipping label (if applicable)
Step 3: Package and Ship Your Return
Securely package the item(s) in their original packaging and include all accessories. Affix the provided shipping label and drop off at the designated carrier location.
Step 4: Return Processing
Once we receive your return, we will:
- Inspect the returned item(s) within 3-5 business days
- Process your refund or exchange
- Send you a confirmation email
Refund Information
Refund Timeline
| Payment Method | Processing Time | Refund Method |
|---|---|---|
| Credit Card (Visa, MasterCard, JCB) | 5-10 business days after return processing | Original payment method |
| PayPal | 3-5 business days after return processing | Original PayPal account |
Deductions
Please note:
- Original shipping costs are non-refundable
- Return shipping costs are the customer’s responsibility, unless the return is due to our error or defective product
- Restocking fees may apply for large or heavy items (TV wall mounts, standing desks)
Exchange Process
For exchanges to a different product:
- Follow the standard return process above
- Once your return is received and inspected, we’ll ship your replacement product
- You’ll be responsible for any price difference and additional shipping costs
- Exchanged items are subject to the same 15-day return policy from the original purchase date
Defective or Damaged Products
If you receive a defective or damaged product:
- Contact us immediately within 48 hours of delivery
- Provide photos of the damage or defect
- We will arrange for a replacement at no additional cost
- Return shipping for defective items is always free
Need Assistance?
Our customer service team is here to help with any questions about shipping, returns, or exchanges:
Email: [email protected]
Response Time: 1-2 business days
Business Hours: Monday-Friday, 9:00 AM – 6:00 PM PST
Store Address: 3267 Vernon Street, San Diego, US 92103
We’re committed to ensuring your complete satisfaction with every Mountup product.
Note: This policy applies to all Mountup Store products including Monitor Mounts, TV Wall Mounts, Standing Desks, and Accessories, unless otherwise specified.