Frequently Asked Questions
Check out our most frequently asked questions here, if you still need help please contact us at email@example.com Please allow 24-48 hours for a response during work days (M-F). We are unavailable on weekends/holidays.
Care + Usage
Hanging our framed signs is super easy! We include our own French cleat system, drywall anchors & screws with every framed sign.
Full written instructions can be found on the back of our Thank You card - so please don't throw it away!
*If you prefer not to use the cleat system, there is enough space on either side of it to attach your own hanging hardware. Keep in mind that our signs are extremely sturdy and heavy. For this reason we do recommend sawtooth hangers.
Hanging hardware may or may not be included for other items. To see if your item comes with hanging hardware, please refer to the product page.
Please keep in mind that, while sealed, all of our signs are painted.
We recommend that you use a clean & dry microfiber cloth to clean. If you need to clean a smudge/splatter, we recommend you use a damp (barely damp) microfiber cloth to gently clean your item. Do NOT use cleaning products, and please never scrub or use heavy pressure to clean your signs or other items.
If you're going to be hanging a sign outdoors, please let us know so that we can add our Exterior Sealer to your sign. To keep your sign in like-new condition, please keep out of direct sunlight and hang under cover. You may need to purchase hardware specific to your hanging surface in order to hang your sign.
Please keep in mind that an exterior sealer needs to be reapplied to any outdoor items every 2-3 years. Use a water-based (NOT oil-based) heavy duty exterior sealer and apply carefully - we are not responsible for streaks/spots that may appear from improperly applied sealer, or yellowing that may occur if an oil-based sealer was used. We recommend Spar Urethane.
Custom Order Requests
We are no longer accepting custom order requests.
Items are offered with the available options for size/color/frame color/etc. (see individual listings) only. Since we are a high order volume small business, we are unable to allocate the proper time to honor custom requests.
Once an order is placed, no changes can be made.
It is your responsibility to make sure your order is placed correctly and that your shipping address is current.
Address changes can be made once, free of charge, before your purchase ships. If we need to intercept a package after it has shipped, the customer must pay a $50 package intercept fee before we make the changes with the shipper.
Pricing + Coupons
Coupon codes are available for members of our "Merc Insiders" club. To become a member, please sign up via the link on our home page.
We typically run 2-3 sales each year.
• Sale prices are valid during the advertised sale dates ONLY.
• Sale prices cannot be applied to past or future purchases.
• Coupon codes cannot be used during site-wide sales.
Please see our home page and individual product pages for our current production times. Your purchase will ship by the date noted on the product page.
All Merc-Made items are made-to-order, and orders are processed in the order they are received. If you need your item(s) sooner than our advertised production times, you must purchase our "Rush" upgrade for item requiring it.
Rush production options are available for an additional fee and must be purchased with each product that requires rush production.
"Rush Production" means that our production times will be shortened by half for that item only. For example, if our current production time is 4 weeks, your item will ship in 2 weeks.
Please keep in mind that all Merc Made items are made in-house from start to finish. Sufficient time is required for us to make items that live up to our standard of quality.
Returns + Exchanges
All sales from White Oak Mercantile are final.
We do not accept returns or exchanges. Unaccepted deliveries (forced returns) will not be refunded, and will be re-shipped at the customer's expense.
Returns/refunds on non Merc-Made items (florals, etc.) will be granted for damaged items (see the FAQ on damaged items for details).
All items shipping from White Oak Mercantile are carefully inspected before packaging. We use heavy foam, cardboard corners (where applicable) and heavy duty boxes to ship. However, should your shipment arrive damaged we will gladly repair any damage. Here are the steps you need to follow:
• E-mail us within of confirmed delivery (the delivery date on your FedEx tracking page) to notify us of the damage.
• Include at least 3 photos of the damage, including damage done to the packaging, as we purchase additional shipping insurance and a damage claim needs to be submitted to FedEx. These are required by FedEx to initiate any damage claims. Without the required photos, our repair policy becomes null and void.
• Ship the item(s) back to us for repair. Please be sure to package carefully to prevent further damages.*
• We will expedite the repair process and have your item(s) shipped back to you as soon as possible (generally within one week of receipt or less - depending on the damages).
Failure to follow any of the above will make our repairs policy null and void. We will not be held responsible for any damages if not notified with all required evidence in the time frame above. We do not compensate for damages that have occurred once your package(s) are boxed and have left our facility.
*Additional damages that happen to a repairable item during transit due to improper packaging will render our repair policy null and void and will require the purchase of a new item (if available). Customers are responsible for re-packaging and for dropping item(s) to be repaired to FedEx.
All items from White Oak Mercantile ship via FedEx Ground or FedEx Home Delivery. If your item is shipping to a residential address, it will ship via FedEx Home Delivery.
If you require expedited shipping, 2 and 3 day shipping is available for an additional fee.
You will receive a shipment notification that includes tracking information from us via e-mail when your item(s) are packaged and ready for FedEx pick-up.
If you used ShopPay during checkout, you can also find your tracking information in the ShopPay app.