The first and most common issue that we have occur is that transactions have been declined. This does not always mean that there is a lack of funds in the account. You can determine if these items have been declined by looking at the order status. If the status is listed as VOID, this means that the order was not successful.
If your card is declined, you will most likely see pending activity in your bank account. This is simply because your bank has not processed the transactions as declined yet. Generally with 1-5 business days the charges will disappear. If you'd like for us to confirm that the transaction was declined, please contact us with the first & last name and the last 4 digits on the card used. When emailing please be sure to label the subject Declined. We will pull the transaction(s) up and let you know what went wrong!
Multiple Orders Placed
The second most common issue we have is that multiple orders are sometimes placed due to additional clicking when placing an order. If you check the order status of the purchases and their status is open, this means they were successful purchases. Please call or email us IMMEDIATELY with your order number(s) so we can look into this for you and cancel any accidental orders. Be sure to label the subject of the email Multiple Orders, so that we can correct the issue as soon as possible. If you do not contact us in time, and the orders ship you will be responsible for shipping the items back to us.
- Still can't find an answer? Email us!
Please be sure to search for your question before submitting an email!
General questions have most likely already been answered!
Feel free to also give us a call:
Toll Free: (888)-387-3343
International Customers: +1(518)-458-9563
We are in the office Monday thru Friday, 9AM-5PM Eastern Time.