Common Questions and Answers
How do I change quantities or cancel an item in my order?
My order never arrived.
When your order ships, you should receive a confirmation via email. Please see your email and click the tracking link to see your package status. Please note that some emails may be delivered to your junk folder. If you did not receive an email, please contact us at . Alternatively, you can view your order status in the My Account section of the website. Once you've logged into your account, click Review Orders to find your order and view its status.
An item is missing from my shipment.
Click the My Account link at the top right hand side of the page. Once you've logged into your account, click Review Orders to find your order and view its status. In the order details window, you can view the status of your packages under the status column. If your packages each show a status of "delivered", please contact customer service for assistance. Alternatively, if you have received an email with your Package Tracking Numbers and links, check with the courier to confirm that all of your packages were delivered.
When will my backorder arrive?
Most backordered items will ship out in about 10 - 14 days after your original order shipped. If there is going to be an unusually long delay on a backordered product(s), we will contact you as soon as possible, so that you may have the opportunity to cancel the backorder or change to another product if you'd like.
How do I create an account?
1) Click the
My Account link at the top right side of our site.
How do I edit my account information?
Click the My Account link at the top right hand side of our site to edit your account information.
How much is my shipping?
Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices. To learn more about estimated shipping times, click here.
I forgot my password.
Click the My Account link at the top right hand side of our site. Under the login box you'll see a link that says "Forgot your password? Click here". That link will send an email to you with your password.
I received the wrong product.
If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product.
What is your return policy?
Please see our Returns & Exchanges page for complete details regarding our return policy.
When will my order ship?
Most orders will ship in about 1 - 2 business days from the date the order is placed. Once your order has shipped you will receive tracking numbers and links via email. This email will be sent to the address provided in your account information. If you do not see an email with tracking, please check your junk folder.
Do you ship to my country?
Please create an account by clicking the
My Account link at the top right hand side of our site. During signup we'll ask for your shipping address details including country. If your country is not in the dropdown menu of available countries, we are unable to ship to your country at this time.
What are my payment options?
During the checkout process you may choose any of our current payment options and continue to place your order.
When will my order ship and what are my shipping charges?
Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices. Most orders are shipped within 1-2 business days from when your order is submitted.
How is this site secured?
This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.
Pricing, Billing & Payment
What type of currency is used in the transaction?
Any transaction in our system, whether domestic or international, will be done in US currency (dollars).
What will show up on my bank statement?
On your bank, debit, or credit card statement, your transaction will show up as a purchase from "Threds", "Threds Marine Group" or "Mercury Dockstore Fulfillment".
Do I have to pay sales tax?
Our warehouse is located in Knoxville, Tennessee. If you are a Tennessee resident, you must pay sales tax.
I have a question about my charges.
Click the My Account link at the top right hand side of our site to review your orders. You may compare your order history on our website, with your financial records. On your bank, debit, or credit card statement, your transaction will show up as a purchase from "Threds", "Threds Marine Group" or "Mercury Dockstore Fulfillment". If you have further questions or concerns, please contact customer service for further assistance.
I need a copy of my receipt/invoice.
When will my credit appear on my account?
Credits usually take 7-10 business days from the time we receive your item(s).
When will my credit card be charged?
Your credit card will be charged within 24 hours prior to shipment of your item(s).
When will my order ship?
Most orders will ship in about 1 - 2 business days from the date the order is placed. Once your order has shipped via UPS, you will receive a UPS tracking number by email. You will not receive a tracking number by email if selecting USPS as your shipping option. If you would like to track the status of your order, please click here.
How are your products sized?
Because not all of our garments are made by the same manufacturers, not every product is sized exactly the same. With men's clothing, the sizing is typically more generic across all brands. For example, if you have a closet full of size Large shirts, you would normally just buy a size large in a t-shirt, jacket, dress shirt, etc.
Ladies garments, however, are typically more unique in their size and shape. Because of this, we try to put specific sizing guidelines or recommendations in the product description of each ladies apparel product. These sizing guidelines are passed on from the original manufacturer, and are considered guidelines only. We know that sometimes it's impossible to know exactly how something will fit until you try it on!
In any case, men's or women's, if there are unique sizing considerations (slimmer fit, oversized, junior cut, etc) we will do our best to include those in the product description, to try and give you the best opportunity to choose the size that will work for you!
How do I purchase or redeem a Gift Certificate?
How do I find my product?
To find the product(s) you're looking for, you may (1) use the navigation menus on the top, left & bottom of our website. (2) type a keyword into the SEARCH box. If you have any trouble locating a product, feel free to contact customer service for assistance.
Mercury Dealers Info
1. Dockstore Dealer Logins
Mercury Dealers – before you purchase online, make sure you contact us to get your dealer login set up! In order to receive Mercury Dealer pricing, plus access to select dealer-only items, you must be set up with a dealer login.
Just send your dealership name, dealer number, email address, and password preference to email@example.com. We'll set up your dealer login, and respond by email to confirm that it's ready!
If you’re located outside the US or Canada, don’t worry! You still have access to our entire line of great Mercury Dockstore products…and we’ve already shipped to over 60 countries around the world!
We accept two forms of payment for Mercury dealers OUTSIDE of the US or Canada … credit card or wire transfer. In the checkout section, there is an option for credit card payment. Please make sure the information is correct so there are no delays. If you prefer a wire transfer, just let us know by email or by stating this in the “comments/instructions” box during checkout. We’ll contact you with the bank and routing information, along with the final invoice showing all product and freight totals.
2. Dealer Sign Program
Looking to upgrade your outdoor or indoor signage to meet Mercury's sign requirements? Just download our Sign Program document, which gives you a breakdown of the options and pricing. Then, either call us or fax in the order form (included in the document) to order your new signs!
Download The Mercury Dealer Sign Program Document
3. Net Terms Application!
If you're not already set up on Net Terms with Threds for your Dockstore orders, you can download our application below, fill it out, and fax it back to us at 844.270.0627.
*Please note - we require an order minimum of $150.00 to qualify for Net Terms billing. For orders less than $150.00, we ask that you use a credit card.
Download Net Terms Application
4. Customized Dealer Products!
Do you need customized apparel, uniforms, or promotional products produced for your next event? Whether it’s a custom designed t-shirt, embroidered uniforms, executive wear, low cost giveaways, high end customer appreciation gifts or a unique boat show gift bag, give us a call toll free at 1.866.847.3371 and ask for a Mercury custom sales representative.
Place your order today and stock your store with great Mercury merchandise for both you and your customers! We look forward to serving you.
5. Dealer Co-Op Pricing
If you'd like to take advantage of custom dealer offerings, discuss bulk order savings opportunities or find out alternative ways to utilize your Mercury Co-Op funds, please contact Stephen Ladner at firstname.lastname@example.org.
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