Frequently asked questions
Shipping and returns
Our goal is 100% accuracy on quantity and timeliness for all shipments. Mack merchandise orders are processed Monday through Friday, excluding business holidays. All domestic orders for in-stock merchandise are shipped within 48 hours. All international orders for in-stock merchandise are shipped within 96 hours. Expedited domestic orders are shipped the same day provided they are transmitted before 3:00 p.m. EST. All orders should arrive with a packing slip. Please confirm that all the information on the packing slip is consistent with the materials in the box. Also, make note of any damage to the box should you find a discrepancy.
The Mack Merchandise Store return policy accepts returns of most merchandise for up to 30 days after date of purchase except for personalized or specialty items and custom orders, which are subject to restrictions and non-returnable. Purchased items must be returned in new, resellable condition in order to process any applicable refund. Items must be returned at your own cost. We are unable to process refunds for the purchase of gift cards or shipping and handling charges. We will credit the card or cost center used to place the order. Pack and seal your return securely, in its the original package. Packages must be returned prepaid – we do not accept COD deliveries. We will only refund shipping charges if we've sent the wrong item, or if the item sent is defective.
Please reach out to the support team at macksupport@robertsonmarketing.com to initiate returns.
Please include the original packing slip and circle the product(s) that you are returning and whether you would like to be credited or have an exchange. If you do not have the packing list, please write the above information on a blank piece of paper and include your name, the person's email address that placed the order, and your address.
Return the package to:
ATTN: Mack Merchandise Return Goods
Robertson Marketing Group
359 Kessler Mill Road
Salem, VA 24153
We do not currently ship to P.O. Boxes.
Shipping and handling charges are calculated based upon your order total. Your shipping charges will be indicated when your order is placed. In your shopping cart you can calculate the charges by selecting the destination and level of service. International order shipping amounts will vary greatly depending upon the selected destination. The recipient is responsible for the payment of Customs duties to the courier on or before delivery for all international orders. Orders returned or refused at international delivery addresses will not be refunded.
All shipping promotions are valid for regular, retail, non-expedited purchases shipped within the continental United States only. The final purchase amount to receive free shipping is calculated after all coupons have been applied and before tax is added. Due to pre-arranged pricing we are unable to accommodate custom shipping requests. To view your shipping charges, please log into your account and add your requested items to your cart. The shipping charges are set based on the number of items in your cart and overall dollar amount of the order. This allows the site to display the most accurate cost of shipping for each order and gives you the option to edit your order accordingly.
Expedited Shipping
The Mack Merchandise Store offers expedited service for all orders shipping within the continental United States for an additional fee. All orders requiring expedited shipping must be received by 3:00pm EST, Monday – Friday. Orders placed after this time, on weekends or on holidays will be processed the next business day. We do not offer weekend delivery service. To view your expedited shipping charges, please log into your account and add your requested items to your cart. Once you enter the selected shipping method and ship to address you will be able to view the shipping charge respective to your order.
Canadian customers are responsible for additional fees related to their international order (i.e. import fees, duties, and taxes). Certain Mack merchandise may be restricted from export. Pricing for all products is stated in US Dollars.
Specialty Items
Certain large or oversized items may include an oversized surcharge in addition to any applicable standard shipping charge. Mack merchandise that includes a surcharge will be listed on the product page.
Alaska and Hawaii Customers
Expedited orders shipping to Alaska and Hawaii require additional time to deliver. In accordance with air transport safety regulations, some Mack merchandise may be restricted from shipment to Alaska and Hawaii.
Rural domestic addresses require 1 or more additional days to deliver.
Mack Dealers
All Mack dealers will be charged shipping during the checkout process.
International Orders
The Mack Merchandise Store currently only ships to addresses within the United States and Canada.
Orders
If you have placed an order, you will receive an email confirmation and a shipment confirmation email once the order ships. You may also check the status on the "My Account" page once you are logged into the site.
You may contact customer service at macksupport@robertsonmarketing.com to determine if your order can be changed prior to order processing and shipment.
We ask and encourage you to place your order online, however, customer service is available at macksupport@robertsonmarketing.com, Monday - Friday from 8:00 AM to 7:00PM EST
We do not currently accept backorders.
Purchases
In states where our commerce service provider and fulfillment partners have operations, we are required to charge sales tax on certain product purchases as well as shipping and handling. The Mack Merchandise Store currently collects sales tax in the following states: AL, AZ, CA, CO, CT, DC, FL, GA, IL, IN, KY, MA, MD, MI, NC, NJ, NY, NV, OH, OR, PA, SC, TN, TX, UT, VA, WA, WI, and WV. Dealers with verified sales tax exemptions will not be charged sales tax for ONLY the state noted in your exemption documentation. If you ship merchandise to a state where you do not have a sales tax exemption certificate, you WILL be charged sales tax on your order.
Dealers with verified sales tax exemptions, please see this instructional video for your sales tax exemption upload.
The Mack Merchandise Store accepts the following payment methods:
Visa
Mastercard
American Express
Discover
We are unable to accept checks, cash, or bank transfers. Please make sure that the billing address matches the one for the card you are using. Your card will be charged when the order ships. When you receive your bill from your credit card company, it will state that the merchant is Robertson Marketing Group. Robertson Marketing manages the store on behalf of The Mack Merchandise Store. Please be sure to retain a copy of your order confirmation email for your records.
Other questions
Robertson Marketing is a Mack Trucks, Inc. branded merchandise partner and manages the website operations and customer service. For any order or product inquiries, please contact the support team at macksupport@robertsonmarketing.com.
Products being shipped to California will contain a notification sticker identifying that a product or products in the package have been identified by the state of California to cause cancer, birth defects, or other reproductive harm.
Terms of Use
The Mack Merchandise Store reserves the right to make changes to this site, our policies, and these terms at any time. All changes are effective upon posting. By accessing, signing in or registering to use MackShop.com, you accept all the provisions of these terms and conditions. Terms apply in addition to any other polices or agreements that may apply to you related to any contests, sweepstakes, loyalty programs, surveys, transactions, or purchases of goods or services you have with the MackShop.com.
Privacy
MackShop.com respects the privacy of its users and customers. Your information will not be sold and will remain confidential to Mack Trucks, Inc. Your name will automatically be added to our mailing list when you either set up a new account with us or place an order. If you would like to be removed, you can submit a removal request here.
Registration
To access some features of MackShop.com you will be required to register as a customer. Registration consists of an email and password. To register use the registration form on our homepage. If you register, you agree to provide accurate and complete registration information and inform us immediately of any updates or changes to your account information. Failure to comply with these terms (i.e. using a false name or another individual’s email address) constitutes a breach of terms and will result in termination of your account. MackShop.com is intended for use by customers over the age of 18. By using this site, you warrant that you are 18 years of age or older.
Rights of Use
All products on MackShop.com are officially licensed by Mack Trucks, Inc. and may not be replicated or reproduced without express written consent and a valid licensing contract. If you are interested in applying to become a licensed merchandiser for Mack Trucks, or for more information on licensing requirements, please submit a consideration email here.
General Conditions
Quantities
MackShop.com reserves the right to limit quantities of orders as well as cancel multiple orders of any limited quantity item purchased by the same user and/or shipped to the same delivery address. MackShop.com reserves the right to cancel any orders, at its sole discretion, that are made for resale purposes.
Pricing
MackShop.com prides itself in a user-friendly experience. At times, pricing errors may occur, and we attempt to rectify all errors in a timely manner of discovery. MackShop.com reserves the right to cancel any orders containing pricing errors, with no further obligations to you and after receipt of order confirmation. All payments made due to order cancellation will be refunded. Pricing is subject to change at any time and without notice.
Colors
MackShop.com strives to provide imagery that represents the color of individual merchandise as accurately as possible. Due to monitor display settings, colors may vary as shown and thus cannot guarantee that your monitor will accurately represent the color of individual merchandise.
Returns and Cancellations
Online orders may be cancelled by emailing customer service here. Orders that have already been processed may not be cancelled and it will be the responsibility of the customer to return unwanted merchandise within 30 days of receipt of goods. The status of your order can be viewed online once you are logged into your account. All returns are subject to our Return Policy.
We automatically track your Internet domain address, other identifiers, location, and your use of this website, and analyze this data for trends and statistics. We also maintain a record of your online purchases. At times (e.g., when you purchase a product, register an account, and password) we may ask you to provide certain information about yourself, including your name, address, shipping address, telephone number, e-mail address, and credit card information. Whether or not you provide such information is completely your own choice. But, if you choose not to provide such information, you may be unable to use this website or make online purchases. To have your account information deleted pursuant to GDPR guidelines, please submit a request to macksupport@robertsonmarketing.com.
We use the information that you provide and that we collect automatically for internal business purposes, such as confirming and tracking your order, fraud prevention activities, analyzing trends and statistics, informing you of new products, marketing special offers, requesting reviews, and providing you with other information from and about us. We may contract with companies or persons to provide certain services such as payment processing, order processing, tax calculation, fulfillment, shipping, data management, marketing, advertising, and other services. We provide such companies or persons with the information needed for them to perform these services, which may include your personal information. Such information may be transmitted outside the United States, European Union, and other countries and regions. In certain instances, we may disclose your personally identifiable information when we have reason to believe that it is necessary to identify, contact, or bring legal action against persons or entities who may be causing injury to us, our customers, our suppliers, or our service providers. We may also disclose your personally identifiable information when we believe the laws require it or when requested by governmental authorities. Please note that we operate this website on behalf of a third party which is identified on the website by its logo, branding, or other indications. We will disclose the information that you provide and that we collect automatically to that third party, and we have no control over how that third party may use that information. However, you may have a separate relationship with that third party, such as an employment agreement or policy, which may require that you comply with the third party's requirements regarding your use of this website.
If you would like to update or correct your e-mail address, street address, or other personal information with us, please do so by accessing your account information on our homepage. In addition, when you purchase from us through our website, we may need to contact you via telephone, facsimile, e-mail, or mail to review questions or issues specific to your order, or to notify you of product availability, special offers, review requests, and other communications, even if you have opted to not receive communications from us. We may use “auto-responders” and other technologies to automatically contact you.
Our website is a general audience website. We do not knowingly accept personal information from any child under 18 years of age. If we are notified that a child has registered an account and password with us, we will remove the information associated with that account and password. We urge parents and guardians to participate in their children's online activities and supervise children's access to the web. If you are under 18 years of age, you are not given permission to use this website or make any purchases from us.
Our website uses technologies such as cookies to automatically identify our visitors and track their use of our website and the Internet generally. A cookie is a small amount of data that is sent to your browser from a web server and stored on your computer's hard drive. Generally, we use cookies and other technologies to remind us of who you are, tailor our products and services to suit your personal interests, estimate our audience size, track visits to this website, process your order, record your purchases, display advertisements, or analyze your visiting patterns. You can generally set your browser to not accept cookies or to notify you when you are sent a cookie, giving you the chance to decide whether or not to accept it. You can also generally remove cookies from your computer. There are resources on the Internet that can provide you with additional information about cookies and how to block or remove them from your computer.
We use security tools to protect the security of your personal information that you share with us. However, no data transmission over the Internet can be guaranteed to be 100% secure. As a result, while we strive to protect your personal information, we cannot assure or warrant the security of any information you transmit to or from our website and you do so at your own risk. Once we receive your transmission, we will use reasonable efforts to protect its security on our systems. We urge you to keep your account and password in a safe place and not to divulge it to anyone. Remember to sign off your account and close your browser window when you have finished your visit. This is to ensure that others cannot access your account, especially if you are sharing a computer with someone else or are using a computer in a public place such as a library or Internet cafe.
Our website may contain links to websites operated and maintained by third parties over which we have no control. Privacy policies on such linked sites may be different from our privacy policy. You access such linked sites at your own risk. You should always read the privacy policy of a linked site before disclosing any personal information on such site.
If you have a security concern or would like to report a security issue related to The Mack Merchandise Store, please email us at security@robertsonmarketing.com.