NOTE : Due to heavy volume and current COVID-19 precautions, we are experiencing longer than normal order processing time. We apologize for any delay this may cause in the delivery of your order.

Shipping

MercadoGames only ships orders to locations within the 48 contiguous states. We currently do not ship to Alaska, Hawaii, or Puerto Rico. We offer free ground shipping on all US.

*Free shipping excludes clearance items, furniture, and oversize items.

Orders

• Orders containing more than one item may ship in multiple packages and may ship on different dates.

• Orders are usually shipped within 2 to 3 business days from the day the order is placed. 

• We carry a wide selection of products and we have most of them in stock.  However, some of the products we do not carry in stock and are ordered on an order by order basis as a custom order when the order is received. 

• At other times products may not be in stock because they are in backorder from the manufacturer. 

• In the event an item or items from your order are not in stock we will ship the in-stock items with the pending items shipped at a later date.  A customer representative will contact you to let you know the expected delivery date of the pending items.

• We reserve the right to cancel or not ship your order at any time for any reason - including but limited to product availability, errors in the description, and/or price on the product.

• We reserve the right to refuse or cancel your order if fraud or an unauthorized transaction is suspected.

• Your credit card will not be charged until the order is confirmed by the MercadoGames.com sales department.   You may be contacted by a customer service representative for verification purposes or if there are any issues with your order.   Issues with your order may include (but not limited to) stock issues, contact information errors, unverifiable information, or shipping charges.

 

• In an effort to protect our customers, all orders over $250, oversize items, and special orders will be shipped signature required.
• You may request no signature required to be used. A $5 fee will be applied for a “signature required” request for an order under $250.
• Oversize items and special orders may incur additional handling and/or shipping charges.
• Once the order is shipped, the shipping address cannot be changed or rerouted. When applicable, the signature requirement also cannot be lifted at that point.
• All orders are subjected to item availability and method of payment verification. If we are unable to fulfill your order for any reason, we will notify you.
• Once your order has been shipped, we will send you a shipping confirmation with your tracking number.
• All shipping & handling fees are non-refundable.  All returns are made at the customer’s expense. All refused shipments are considered returns and are subject to shipping charges.

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page, which normally will take around 3-5 business days.

Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.

Refund and Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@mercadogames.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

You can always contact us for any return question at hello@mercadogames.com.

Cancellation Refunds for In-Stock Items
Please contact us within 24 hours to cancel orders containing any in-stock items. It may not be possible to cancel an in-stock order after 24 hours, or your cancellation may be subject to a fee of up to 10%.

Cancellation Refunds for Items Not Immediately Available and Preorders

To ensure delivery of the desired products in the shortest lead time, we confirm and order from our supplier as quickly as possible after we receive the order. Hence, any changes or cancellation of orders made after 3 days of order confirmation cause substantial disruption to the sourcing process and as a result incur significant cost to our business. These cancellations may be subject to a fee of up to 10%. 

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.