Frequently Asked Questions

  • How long does it take for my order to be processed?

Orders are usually processed the same day and take 2 to 3 days to be completed and tracking created – excluding weekends and holidays. You will receive an email confirmation of your purchase with the tracking number/s when your order has been processed.

  • How long will it take for me to receive my order?

Packages are scanned as they are loaded but may not be scanned again until it arrives at the next Package Sorting Center. Please allow 1 to 3 weeks for most deliveries and up to 4 weeks for larger bulk or special items and up to 6 weeks for shipments other than the United States.  There are circumstances that are out of our control (natural disasters, holidays, weather, etc) that could cause delays in shipping. While the vast majority of packages will arrive on time, there may be circumstances and delays out of our control. For this reason, we do not guarantee the exact delivery time.

  • How can I track my package?
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Tracking will always be updated as quickly as possible but sometimes the quickest and simplest way to track your package is to enter the tracking number in Google right from your email. You can then select the service appropriate to the destination of the shipment, i.e. United States Postal Service, Canada Post, E Packet or EMS International Post. 

  • Why does my Tracking Number says “NOT FOUND”?

Depending on the point of origin for your shipment Tracking Numbers can take up to 2-3 days to start showing updates, please allow 2-3 days for the tracking number provided by us to show progress.

  • Can I make changes to the shipping address after I place my order?

Once your order has started processing it cannot be changed, please take a moment to re-check all your information to make sure we have the proper street address City and zip code. We usually process orders on the same day they are placed. If a change needs to be made to your order, please contact us at ASAP and we will do our best to accommodate that change, but we cannot make any promises.

  • What if I need to return something?

We want you to be completely satisfied with your purchase but if there is a problem please let us knows, you have 30 days to contact us to for an RMA.

  • Is my payment secure.

Broadwood Mercantile is proud to be a Stripe Merchant, so what does that mean for you. At no time will anyone associated with Broadwood Mercantile ever have access to your credit card number. All payments and payment information is processed through Stripe, named a Forbes Cloud 100 company for 2017 and is 100% PCI DSS Compliant. 

If you do not see the answer to your question here please refer to the Quick Links at the bottom of the page for additional information or please contact us. or (423) 390-8630.