Why is my order on hold?
If you have received an email stating that your order is on hold, don't panic! Our fraud protection system has placed a hold on your order to prevent any unwanted purchases from taking place without your knowledge.
In rare cases, our system may determine there is a risk that the credit card is being used fraudulently. If so, your order may be canceled, and an email notification will be sent to you.
If your order is determined valid, it will be released from hold, and an email notification will be sent to you regarding the order status, which will be changed from On Hold to Processing.
To prevent your orders from being placed on hold, we advise that you provide the correct billing address that matches the one on your credit card that is being used for purchase.
Can I make changes to my order?
You can make changes to your order by reaching out to our Customer Service Team. The following changes can be made to your order:
Order Cancellation - Request to have your entire order canceled
Item Cancellation - Request to have an item removed from your order
Shipping Address Change - Request to have your shipping address edited
Item Edit - Request for an item size / color change
Important Note: Please be advised that once your order is packed and ready to ship, we are unable to make changes to your order. We can, however, offer to help you make a return or an exchange.
Why was my order canceled?
Your order may be canceled for the following two reasons: Invalid Credit Authorization or Out of Stock Item(s).
If your order is canceled due to invalid credit authorization, it means that we are unable to complete your order due to a processing failure with your payment information. Your order will be canceled and your funds will be released. You may wish to verify your payment information and place your order again.
When will I get my money after my order is canceled?
When your order is canceled, your payment transaction is voided.
A voided transaction is a credit card purchase that a seller cancels after it has been authorized, but before it has been settled. A voided transaction does not appear on the customer's credit card statement, though it might appear in a list of pending transactions when the customer checks their account online. The customer will still see the authorization on their credit card, but they will NOT be charged for the sale, since the sale has been voided. The authorization will “fall off” of the customer’s card within 1-3 business days, and they will not be charged.
Please be advised that a voided transaction does not appear as a refund. If you check around the date of purchase, you should not see an active charge from us.
Why did I not receive my entire order?
If you have multiple items in your order, your order may be completed in separate shipments. You will receive a shipping confirmation email with a separate tracking number for each shipment as it is completed and shipped to you.
Why was I charged multiple times?
When placing an order, a temporary authorization hold will be placed on your card for the total purchase of your order. The purpose of a pre-authorization is to verify your card is valid and your account balance is sufficient. Please be assured, this is not an actual charge. The hold will be removed determined by your banking institution within 3-5 business days. Once your order ships, the full amount of your order will be charged to your credit card.
To ensure that you are not charged multiple times for your order, please enter your billing address and phone number exactly as it appears on your credit card statement. Failure to enter the correct billing address and phone number on file with your bank may result in multiple charges and delays to your order.
In the event that your order contains multiple items that are shipped separately, the funds for each shipped item will be captured separately. Any funds that are on hold will release automatically from your account within 72 hours.
How do I track my order?
You'll be sent a shipping confirmation email with a tracking number once your order leaves your warehouse. You can use that tracking number to monitor your order in-transit at shipper’s official website.