Why Am I Facing Checkout Issues?

There are several reasons why you may encounter issues during checkout. Below are solutions to some common checkout problems:

1. My Zip Code Doesn’t Match My Billing Address

• Ensure the billing address entered at checkout matches the address registered with your credit card. Even a minor discrepancy, like a misplaced comma or period, can cause issues.
• If the issue persists, try checking out with PayPal, as it uses a different security verification process.
• If problems continue, reach out to your bank for more information.

2. My Card Was Charged, But the Order Didn’t Go Through

• This happens when the billing address entered at checkout doesn’t match your card’s registered address.
• In such cases, your payment will be held by the bank, and the order won’t be processed. The charge will typically appear as a pending payment or pre-authorization and is usually reimbursed within 2–3 business days (this may vary depending on the bank’s policy).
• If the charge isn’t reimbursed, contact your bank to escalate the matter.
• Before attempting to place your order again, double-check the billing address with your bank or try an alternative payment method if the issue persists.

3. Incorrect Information Auto-Filled at Checkout

• Saved addresses in your browser may auto-fill at checkout.
• Always double-check your shipping address before placing an order.
• You can update or delete saved addresses in your browser settings to avoid incorrect auto-filling in the future.

4. Prices Look Different at Checkout

• Prices may appear different at checkout because our system automatically adjusts the currency based on your shipping address.
• For Canadian customers shopping in USD, prices will convert to CAD after entering a Canadian shipping address. Currency conversions are based on the current exchange rate, which we do not control.
• Pricing differences may also result from active promotions or discounts and Taxes or shipping fees added during checkout.

5. My Card Was Declined

There are several reasons why your card may be declined:

• Unsupported Payment Methods: We do not accept Visa/Mastercard gift cards or certain other payment methods.
• Billing Address Mismatch: The billing address entered doesn’t match the one registered with your credit card.
• Security Blocks: If incorrect information is entered multiple times, your credit card company may temporarily block the card. Contact your card provider to authorize the purchase.
• Insufficient Funds: Ensure your card has enough funds to complete the purchase.

If your card continues to be declined, try using an alternative payment method. You can review our accepted payment methods here.

6. I Am a U.S. Customer and My Order Won’t Go Through

• For U.S. customers, there is a maximum order value threshold of $799 USD.
• If your order exceeds this limit, it won’t be processed. Learn more about order value limits in our article here.

If you're experiencing any other checkout issue, please contact our customer experience team here.