• FAQs
  • Checkout Troubleshooting

Your business is important to us. If you are receiving an error message or having other difficulties checking out, please read through the suggestions below.

1.     Unsure if your order went through?

Sometimes an order will be successfully submitted even if you get an error message on the last step.

If you are registered member, please check the list of recent orders in Your Account before trying to place the order again.

If you checkout as guest, please check if you receive our confirmation email.

2. Empty Shopping Cart.

If your Shopping Cart is empty or items are missing from it, it is likely that you are not logged into your account.

3. Can't add items.

If the "Add to Cart" button is not appearing on product detail pages, click here for more information.

4. Browser closes when attempting to checkout.

Some software plugins to your web browser may cause the browser to close or have other failures when you attempt to proceed to checkout.

5. Error message on payment page.

Make sure that you have selected the correct credit card type and expiration date from the dropdown boxes. Verify that the credit card number was entered correctly, without any spaces or dashes. If you are using a new (or recently reissued) credit card, please be sure that you have activated the new card before entering it into the order form.

6. Gift card or coupon code is not accepted.

First, be sure that you are entering the coupon code exactly as it appears on your gift card or coupon offer, and that the code has not expired. If the code is correct, then it's likely that your order does not meet the qualifications for using the gift card or coupon code.

7. Page keeps looping back or is not updating.

If you are being looped back to the same page on the order form, or the form is not updating when you make changes, it's possible that your web browser is caching (storing) an old copy of the page. You can force your browser to update the page by holding down the Shift key on your keyboard and simultaneously clicking the Reload or Refresh button on your browser.

8. System Error.

These errors usually occur for only a short time. Please return to our website and try again later.

9. Other troubleshooting tips.

If your problem is not listed above, it's possible that one of these suggestions may help:

  • Refresh the page. If a page loads only halfway or takes a very long time to load, clicking the "Stop" button at the top of your browser and then clicking "Reload" or "Refresh" often solves the problem.
  • Clear your cache. Most web browsers temporarily store a local copy of every page you visit. Clearing your cache deletes those files and makes room for new ones. Go to the "Cache" or "Temporary Internet Files" option on your browser (on Firefox, go to "Tools" and choose "Clear Private Data"; if you use Internet Explorer, go to "Tools" and choose "Internet Options"), and delete the files stored in your cache.

 

NOTE:If none of these suggestions solves your problem, please contact us using the buttons to the right. Please provide as much information as possible, including:

  • What point in the ordering process is causing you trouble?
  • If you are receiving an error message, what does it say?
  • What items are you trying to order?