Hello,

We are sorry to hear that you experienced an issue during checkout! We understand how inconvenient this can be and would like to provide some clarity on possible reasons, along with steps to help you complete your purchase. 

There are several factors that could contribute to a payment/order failure, including but not limited to: 

Payment Information Errors: Incorrect billing address, expired card details, or inaccurate CVV code can lead to payment failure.

Technical Glitches: Temporary technical issues on our end or with your bank's processing system may have disrupted the transaction.

Security Checks: Some banks employ strict security measures to prevent fraudulent transactions, which may lead to the rejection of legitimate payments. Please note, if multiple checkout attempts were made in a short period of time, your bank may temporarily flag the transaction for security reasons. In this case, you may need to wait 24–72 hours before re-attempting your order or contact your bank to authorize the purchase.

If you received an error message or see a pending charge on your bank account but did not receive an order confirmation or see the purchase in your account, please review the steps below and re-attempt your order.

• Confirm account login
Ensure you are logged in before adding items to your cart. If you are already logged in, remove all items from your cart, log out, then log back in, re-add the items, and attempt checkout again.

• International customers (non-U.S.)
If your postal/ZIP code is not 5 digits:
– Enter 00000 in the ZIP/Postal Code field
– Confirm your country is correctly selected
– Proceed with checkout
If the payment is still declined, please try PayPal or contact your bank.

• Check saved addresses
Navigate to your account dashboard - profile, scroll down to the address section, and remove any outdated or duplicate addresses. The system may pull incorrect billing information, which can cause errors.

• Clear cache and cookies
Sometimes stored browser data can interfere with checkout. First, try placing your order in an incognito/private browsing window. If that does not resolve the issue, please clear your browser data:

1. For Chrome:
   • Click on the three dots in the upper right corner.
   • Go to 'More tools' > 'Clear browsing data'.
   • Select 'Cookies and other site data' and 'Cached images and files'.
   • Click 'Clear data'.
2. For Firefox:
   • Click on the menu button (three horizontal lines) in the upper right corner.
   • Go to 'Options' > 'Privacy & Security'.
   • Scroll down to 'Cookies and Site Data' and click on 'Clear Data'.
   • Ensure 'Cookies and Site Data' and 'Cached Web Content' are checked.
   • Click 'Clear'.
3. For Safari:
   • Go to 'Safari' > 'Preferences'.
   • Click on 'Privacy' and then 'Manage Website Data'.
   • Select 'Remove All' and confirm.

Please also view the other troubleshooting steps below.

• Try a different web browser (Chrome, Firefox, or Safari)
• Try a different device if available
• Ensure your browser is updated to the latest version
• Ensure your operating system (e.g., iOS) is up to date
• Check antivirus, firewall, VPN, or DNS proxy settings, as these may block content or interfere with checkout
• Disable filtering software (such as Sophos or Lightspeed Web Filter) if applicable

After following the steps outlined above, please login HERE and re-attempt to complete your order.

If you continue to experience issues after trying the steps above, please reach out to our Customer Support Team and provide any details that may be relevant to our team so we can assist further.