If you have questions about your order, check out our Frequently Asked Questions (FAQs) below. If you don't find the answer to your question, send us a note.
Why was my credit card declined?
Most issues with declined credit cards are the following:
- Using the forward or back buttons on your web browser during checkout. This confuses the card processor with multiple entries for the same order, resulting in a failed authorization.
- Mistyping your credit card information into the checkout forms.
- Pre-paid credit cards - All credit cards are authenticated using billing address, which is not automatically in your customer profile with a pre-paid card. To authorize a sale with a pre-paid credit card, you must contact the issuer of the card, and have them update the billing address on the account to your billing address. The credit card databases will take a couple of hours to update, so please do not place your order immediately after registering your card. Your card will process with no issues.
Please note that declined orders may still appear on your account information as a "charge". This is actually a hold on the account for the pending authorization. The hold will fall off your account in 3-8 business days. Your credit card company performs this process.
Why haven't I received my order? - USA
Please check your United States Postal Service (USPS) tracking number and it will be able to point you to where you package is located.
Why haven't I received my order? - International
Unfortunately, the USPS can take 2-3 weeks to complete an International delivery. Also, International tracking numbers can only track the actual label creation. Since your delivery is sorted outside the USPS scanning systems, the status isn't updated outside the United States.
My tracking says that I received my package, but I haven't.
The local post office physically scanned your package at that time as being placed on your delivery truck. The best way to track down your package would be to swing by your local post office, and give them your tracking number. Tell them you are looking for a 6 X 10 kraft bubble mailer. They should be able to help find your package. If they do not, please let us know and we will go from there.
I placed an order on my card, but why do I see multiple charges on my credit card?
Most likely, your order did not go through on the first try and there was some issue with the card information. The pending charge you see on your account will process in about a week and just go away. You will only be charged for the one order.
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