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  2. Checkout / Product Problems and Product Information
  3. Checkout and Payment Problems

Checkout Problems

Problems with checkout?

If you have items in your cart, but are unable to place an order, the issue is most likely linked to a bad cookie.  You should be able to fix the issue by logging out and clearing your internet cookies and session data and restarting your internet browser.  If clearing your cookies didn't fix the problem, you should look at the following as well:

 

New Site:

General:
We have seen some issues with some recently updated security browser extensions that are causing problems - specifically with Malwarebytes and McAfee.  If clearing your cookies didn't help, you might want to try disabling any browser extensions temporarily to see if that will allow you to check out normally.

Card declined message:

Declines can happen for a variety of reasons. When we submit a charge to our payment provider, they have automated systems that determine whether or not to accept the charge. These systems take various signals into account, such as your spending habits, account balance, and card information like the expiration date and CVC.

If you are getting an error message that says the transaction was declined, you should first verify that the default address in your Address Book matches with the information listed with your bank or card company.  You should also check your system clock to ensure it's at the correct time and date.

If that information is all correct, then it's likely that the issue isn't something we can fix from our side unfortunately. We suggest you follow up with your bank or card company to see why the charges might have been declined.

You may want to try a different card, or perhaps paying via PayPal.

Cannot fill in payment information or proceed through checkout:

In that case please reach out to our customer service team using the Contact Us link at the bottom left side of each site page.  We will need to tap our tech team for some assistance and they will surely ask for more information.  When filling out your customer service ticket, can you please let us know the following and we will get back to you as soon as we can.

  1. What URL are you on when you see the error?
  2. What date and time did this issue happen to you, to the best of your recollection? (Please include the time zone.)
  3. What operating system and version are you using? E.g. "macOS 14.2.1"
    1. Windows instructions here
    2. macOS instructions here
    3. iOS/iPadOS instructions here
    4. Android instruction here
  4. What browser are you using?
  5. What version is your browser? (You can find that by going to https://www.whatsmybrowser.org/ then click the copy button and then paste the link in your reply here)
  6. What is your IP address? You can find this by going here; if it lists both an IPv4 and IPv6 address, please include both.
  7. If you can send a screenshot of what you are seeing, that would be very helpful as well

 

Legacy Site:

Address Mismatch:

Check to see if you have an address mismatch. To check, please contact your credit card company to verify the address you have on file with them. Then log back in and go to your Account page (tab at the top) and then use the "Change My Address" tool and make sure that your current address with us exactly matches what your credit card company is showing. 1.png

Credit / Debit Card Rejection:

If you can't check out using a credit / debit card and have already verified the address, you might want to try paying through PayPal with "Guest Checkout".  That will allow you to use your card through PayPal without needing to have a PayPal account. PayPal seems to be able to accept a far wider variety of cards than we can directly. Just choose the PayPal option at checkout and then click on Checkout as Guest":2.png

System Information Check:

  • Check your system clock and if it isn't correct you will need to set it to the correct time and date.
  • Our system can occasionally have problems with very large orders as well.  Our cart limit is 75 line items (though you can have more than one copy of each).  If you have more than 75 individual products in your cart, we suggest moving some over to your wishlist and then you can try checking out with fewer products in your cart.

Still unable to check out?:

If you are still unable to check out, please reach out to our customer service team using the Contact Us link at the bottom left side of each site page.  We will need to tap our tech team for some assistance and they will surely ask for more information.  When filling out your customer service ticket, can you please let us know the following and we will get back to you as soon as we can.

  1. What URL are you on when you see the error?
  2. What date and time did this issue happen to you, to the best of your recollection? (Please include the time zone.)
  3. What operating system and version are you using? E.g. "macOS 14.2.1"
    1. Windows instructions here
    2. macOS instructions here
    3. iOS/iPadOS instructions here
    4. Android instruction here
  4. What browser are you using?
  5. What version is your browser? (You can find that by going to https://www.whatsmybrowser.org/ then click the copy button and then paste the link in your reply here)
  6. What is your IP address? You can find this by going here; if it lists both an IPv4 and IPv6 address, please include both.
  7. If you can send a screenshot of what you are seeing, that would be very helpful as well

 

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