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“Handshake Guarantee. In short, there will never be a problem with workmanship or materials that we don’t make right, and we pledge hands-on personal attention to every customer’s satisfaction — our greatest priority.”
— MISSION MERCANTILE
Mythical Customer Service
Contact Mission Mercantile
Online orders and product details always available through our website, even when our Shopkeeper is fast asleep preparing for the new day ahead.
10am – 2pm CT Monday-Friday
Phone number: 210-504-6698
12951 Huebner Rd, #780092
San Antonio, TX 78278
102 Paint Rock Rd
For USPS: PO Box 761
Eden, TX 76837
Our Commitment to Mythical Customer Service
No one cares more about what their products are made of than Mission Mercantile. But customer service is where we get to show what we are made of — and that is every bit as important. Like the heritage reflected in our products, we are dedicated in delivering a service experience inspired by an era that was personal and engaging.
Beyond the distinguished wares of skilled craftsmen whose personal reputation could not survive anything less than unfaltering excellence and durability in each item, the original mercantile stores were about the honest, unwavering diligence of the hands-on proprietor. They were about how his customers became as close as family, if not closer.
His word was his bond, his handshake was his contract, and unconditionally upholding that standard of service today is Mission Mercantile’s commitment to each and every customer who affords us the opportunity to earn his or her business with our products.
If our workmanship or materials fail you at any time, let us know. We will make it right, guaranteed.
Mission Mercantile was founded to create and proudly stand behind our products, built by craftsmen using materials, that with proper use and care, will live on, passed down the generations as heirlooms enriched and refined with age and memories of past personal journeys.
We know that you’re wired to give your all to everything you do. From hunting to putting meat on the table, your daily commute or journeys abroad, we’ll do our very best to get you back in the saddle doing what you love.
We happily offer repair or replacement for issues with materials or craftsmanship. Damage due to normal wear and tear or misuse can be repaired for a reasonable charge.
There are understandable situations we unfortunately can’t cover. For these, if your product can be repaired we'll do so for a very reasonable charge. These include:
- Your dog Scout (or any other animal) mistaking your product for a chew toy or their first meal in a week
- Chemical damage (including accidentally setting your bag on fire)
- Airlines or third-party shipping companies intentional or “unintential” mishandling
- Extreme wear, product abuse, etc (e.g. sharp objects attacking your innocent bag for no reason)
- While you personally customizing your bag is very cool, we won’t be able to guarantee your results
- Using your Mission Mercantile product for any other use than it’s intended purpose (including but not limited to using your wallet as a clay target or your Guide Bag to haul nitro glycerin)
- Factory seconds
- Disregard for the product care instructions
Our Shopkeeper will personally assist you with determining the right resolution for your situation.
Because of the serious beating phones take, we are constantly in search of the perfect cradle to wrap our buttery leather around. Currently, our phone cases are constructed with a plastic shell. For this reason, all phones cases are not covered by our lifetime guarantee. If this shell should fail you in the first year, let us know we'll replace it.
We acquired Ellington Handbags in July, 2016. The 30-year history of the company involved a wide variety of materials and construction techniques. We do not have access to these materials and therefore will not be able to repair or replace an item you may have purchased in the past (prior to 2020). We now handcraft all our Ellington designs (both legacy and new) alongside all our other Mission Mercantile leather goods in our own shops. If you have a specific question about your Ellington bag, please do not hesitate to contact us.
Return or Exchange?
We stand behind our products 100 percent. That's our Handshake Promise.
Click here within 30 days of purchase for personal assistance in the exchange or return of your product(s) purchased directly from Mission Mercantile. We'll send you a Return Authorization for your product(s). Due to their generous final sale discount, Last Chance clearance products are non-returnable.
We will refund your purchase in the manner you paid for your order. Original shipping costs cannot be refunded. If the product has been damaged or altered, which includes personalization, from its original condition, we won't be able to refund or exchange your purchase. We don't charge restocking fees.
Be sure you inspect and consider how your purchase fits your mission in the first 30 days. After this trial period, items cannot be returned, exchanged or refunded. If you have any questions before you purchase or after you receive your leather, just contact us via chat, phone or email and we'll be glad to assist you.
International customers are responsible for return shipping, applicable duties/taxes/fees. If an exchange is requested, any additional shipping cost and applicable duties/taxes/fees are the responsibility of the customer.
Because of the generous discounts we offer on our Last Chance clearance items, they are non-returnable. Please consider your purchase with this in mind.
Exchanges or store credit will be issued for gift exchanges.
From time to time, we may offer merchandise that is not considered first quality. Those items will be clearly marked with the details regarding the reason for discount. Otherwise, all items listed for discount are first quality.
Please contact the retailer for any products purchased directly from an independent retail store.
If your Mission Mercantile product requires a little tender care or a full-scale repair no one is more eager or better equipped to get the job done than us. To let us know what needs attention, please contact our Shopkeeper. Ellington Classic items not handcrafted in our factory cannot be repaired. We no longer have access to the materials, trimmings, and hardware used in the construction of these designs over the past 30 years. Please see explanation in the "Lifetime Guarantee" section found above.
Free US Ground Shipping
Goods delivered free of charge within the lower 48. Free shipping sent by UPS or USPS Ground.
UPS is unable to deliver shipments to a PO Box. Please use a physical address. Should you need assistance, please contact the Shopkeeper.
All orders received are processed and shipped within two business days.
Expedited shipping fees are based on total merchandise ordered, speed of shipment and destination. Charges are calculated by carrier and available for review and selection during the check out process.
- Options (Next Day and 2nd Day)
- Orders received by 8am CT ship same day. Orders received after 8am CT are processed and shipped the next business day.
- Orders not fulfilled or shipped weekends or holidays.
Mission Mercantile is proud to partner with Route, the leader in package protection and tracking solutions. By selecting Route+ at checkout your order will be protected from damage, loss*, or theft. In the unfortunate case that your order never comes or is broken upon arrival, you can easily file a claim with Route and receive a replacement or be fully reimbursed. We are excited to offer this service to you and we highly recommend you use Route+ package protection at checkout.
*Claims for packages marked "delivered" yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises." Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 days (20 days for international) and within 30 days from the last checkpoint.
International Shipping (Includes Hawaii, Alaska and Puerto Rico)
International orders are calculated by carrier during the checkout process and will vary by speed of shipment, total merchandise ordered and final destination.
- Orders are processed and shipped within two business days.
- Orders are not fulfilled or shipped weekends or holidays.
Please note that any order shipped outside the United States is subject to import taxes and duties of destination country. As the recipient of the order, you are the importer and subject to all applicable laws and regulations for the destination country.
The international carrier, upon delivery of your order, will collect any applicable import taxes or duties. These charges are separate from the shipping fees incurred at checkout of your order with Mission Mercantile.
Not sure which ware to get that Mission Man or Woman? Gift certificates are available here, just in time for the holidays.
Contact the Shopkeeper for info on how to be the hero at your place of business with your teammates, key clients or customers.
Registry and Wedding Party Gifts
Congratulations are in order. Tell us how we can make the day extra special. (Sorry, but we don’t do catering.)
“When I like people immensely I never tell their names to anyone. It is like surrendering a part of them. I have grown to love secrecy.”
— Oscar Wilde, “The Picture of Dorian Gray”
What we cherish is personal integrity.
There is no higher priority at Mission Mercantile than our customers, their satisfaction, and the trust they place in us to deliver remarkable products and commensurate service at all times, without exception. Our way of doing business is based on the handshake principle of direct, open, and fair dealing — a value system we stand behind not only in terms of every product we make but also in terms of protecting your personal information and inherent right to privacy.
We do not divulge your information to outside parties and never will. We collect your information only to fulfill orders or customize the shopping experience where applicable and do everything within our power to keep that information 100% confidential and secure.
Your email or physical addresses is accessible only by Mission Mercantile. We don't sell or share your info. We also do not store your credit card information. Whatever personal information you give us, is safe, secure and private.
We can be reached by telephone at 210-504-6698.
To request our postal address, please email Shopkeeper@MissionMercantile.com.
Information we collect and how it's used:
A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyze web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.
We use traffic log cookies to identify which pages are being used. This helps us analyze data through Google Analytics about web page traffic and to improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.
Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.
Other Information We Collect
When you purchase a leather piece on our website, we ask you for the following information: name, address, phone number, e-mail address, and credit card. This information is used to process your order and if necessary, to contact you for help when we are processing your order. All information we collect is stored in a secure database except for your credit card information which is not disclosed to Mission Mercantile but processed through a secure Credit Card Merchant.
Mission Mercantile also collects customer email addresses to provide order confirmation, order status updates and shipping confirmations.
About Children (Under 18)
For their protection, we ask that children do not submit information to us without the consent of a parent or guardian.
We use SSL for our checkout pages, so that all of your data is kept safe. Your credit card information is encrypted while traveling the Internet.
Need to make a change?
If you would like to change any of your transactional information in our database please feel free to contact us.
Unlocking the Past
Sold in mercantile stores and commonly found in both cabinetry and door locks from America’s early colonial period up until the early 20th century, skeleton or “lever lock” keys and their locks were typically made of brass, although sometimes pewter.
These days, vintage lever lock keys are associated with fine cabinetry, and though generally referred to as “skeleton keys” in part because of their lean, skeletal appearance, technically speaking a skeleton key is a specific type of bit or barrel master key designed to pass the wards of many different locks. But their beautiful, antique simplicity has turned them into keepsake collectibles worn as jewelry or displayed as art.