Frequently Asked Questions

IMPORTANT NOTICE: If your transaction fails please view your cart before attempting checkout again. There is a known issue where a new order is being generated with the quantities from the previous failed order being added to the the cart resulting in double quantity/price. We are adjusting these orders and issuing partial refunds prior to shipping. Please check your cart before checking out to avoid this issue and adjust accordingly. If you already placed an order with an incorrect total it is likely we will adjust it and no action is required by you but if you have concerns please contact customer support and we'll be happy to check your order.

Checkout/Payment Errors

There are several reasons why payment processing may fail. Below is a list of common failures and how to proceed if you experience one:

We cannot process your order with the payment information that you provided. Please use a different payment account or an alternate payment method.

This error is rather vague and could appear due to a number of reasons. Normally it is because there is an issue with the card number, cardholder name, or cardholder address but it may also occur when the payment processor or site is overloaded. Make sure your billing name matches the cardholder information on your card and try again. If you are sure the card information entered is correct we'd suggest opening a new private/incognito browser window and trying again.

The card expiration year is invalid, please re-enter and try again.

This error is self-explanatory. You may have entered an incorrect expiration year. Please check your card and try again with the correct date.

Transaction not permitted by issuer

The card issuing bank is denying the transaction. This can be for a number of reasons. Usually this is due to security triggers on the banking side. If you are using a VPN set to an IP address that is not near your billing address this can be a common cause. Make sure your VPN is off and try opening a new private/incognito browser window to complete your order.

Insufficient funds in account, please use an alternate card or other form of payment.

The card issuing bank is indicating that there are not enough funds to approve the transaction. Check your card account to make sure there is enough credit/funds and try again or use a different card.

Security Violation

This error usually indicates a card is being used in a suspicious manner but may also occur when the card issuing bank does not respond to the processor with card validation. If you are sure the card information entered is correct we'd suggest opening a new private/incognito browser window and trying again.