Billing Issues
If you're contacting us regarding duplicate order charges OR you're being charged for an order you started to place but didn't finish, please see the comments below. Otherwise, please submit your billing question here.
Duplicate Credit Card Charges
If you've seemingly been charged multiple times for your order, we assure you that you won't be billed for more than the original amount of your order. These duplicate charges will almost always disappear within 2-4 business days. The issue of duplicate charges is a result of your credit or debit card being declined during the checkout process. When you attempt to place an order with us, we submit your credit card information to your bank for approval before your order is approved. Once submitted, the bank takes two steps:
- It checks to make sure funds are available to cover the purchase price. If so, the bank places a temporary "hold" on these funds.
- After placing a hold on the funds, the bank checks to make sure that the billing address and security features of the card (CVV numbers, etc.) match the information entered by the customer.
In the event that you've entered a billing address or CVV number that is incorrect, the bank will decline the transaction. However, due to the fact that the bank authorizes the funds before doing its security check, the temporary hold placed on the funds remains. While we realize this is inconvenient, this is a system put in place by the credit card companies and the banks, and one that we have no control over.
The good news is that as the hold is only temporary, these charges will disappear within 2-4 days. The only charge that will remain, if you completed an order, is a single charge for the original order amount. If it's been more than 4 business days since the transaction, and the duplicate charges still appear on your account, please contact us and we’ll deal directly with the credit card company to resolve the issue.
Trying to contact us regarding a separate billing issue? Please submit your billing question here.