If you’re having trouble checking out, it’s usually caused by a shipping, payment, or technical issue. Below are the most common reasons orders don’t go through and how to fix them.
Common checkout issues and fixes
Shipping outside our delivery areas
We currently ship physical products only to the United States (including U.S. Territories), Canada, the United Kingdom, and Australia. Each regional site ships only within its own country, so checkout will fail if your address is outside the supported region.
Fix: Use the correct regional store for your address or order through a retailer that ships to your location.
Payment not accepted
We accept major credit cards (Visa, MasterCard, American Express), PayPal, and select regional payment methods. Some prepaid or international cards may not be approved.
Fix: Try another card or payment method.
Billing address mismatch
If your billing address doesn’t match what your bank has on file, your payment may be declined.
Fix: Enter your billing address exactly as it appears on your bank statement.
Wrong regional store or currency issue
Shopping on the wrong regional website can cause payment or shipping errors.
Fix: Make sure you are shopping on the site that matches your shipping country.
Session timed out
If you were inactive during checkout, your session may expire and interrupt the order.
Fix: Refresh the page, add items back to your cart if needed, and restart checkout.
Duplicate charge concerns
If a payment seems to fail, the original attempt may still be processing with your bank.
Fix: Wait a few minutes and check your bank account before trying again. Pending charges usually resolve within a few business days.
Browser or technical issues
Temporary website or browser issues can prevent checkout from completing.
Fix: Clear your cache and cookies, try a different browser or device, restart your internet connection, or log out and back into your account before checking out again.
Promo code not working
Promo codes may be case-sensitive, expired, or limited to certain products.
Fix: Re-enter the code carefully and confirm it applies to the items in your cart.
Shipping address formatting errors
Incomplete or incorrectly formatted addresses can stop checkout.
Fix: Make sure all fields are filled in, including apartment/unit numbers and correct ZIP or postal codes.