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Why is my Order Not Going Through?

Order Placement - Troubleshooting Steps

An error message says my card details are incorrect

Please make sure that you entered your details exactly as they appear on the card. The card number should be entered without any spaces. The CVV number is the last three digits on the signature strip on the back of your card (4 digits on the front of AMEX). Also, be sure that the billing address you enter matches exactly what your issuing bank has on file for you.

I am having problems submitting an order
Try clearing the cookies and caches on your browser. Then, log back into your account. To do this, you will need to go to the "Tools" tab in your Internet browser, select "Internet Options", then choose "Delete cookies" and hit OK.

Here are a few points to consider before attempting to place your order again:
1. Our website is most compatible with Google Chrome or Mozilla Firefox on Mac computers.
2. There are issues surrounding the use of Microsoft packages on Macs, as Apple has stopped supporting Internet Explorer since the introduction of Safari. The website is not supported by Internet Explorer on a Mac. If this applies to you, upgrades to Safari or Firefox on the Mac will be needed.
3. Try opening a new browser or using another device. Using an incognito browser and clearing the cache can oftentimes be the solution for placing an order. 
4. If you have tried to place quite a few orders in a short time frame, your card might be temporarily blocked in our system and we would advise to wait 6 hours before trying to place the order again.

If you still cannot place your order, please contact us here so we can assist you more efficiently.
Please provide us with the following:

1. Date/time you attempted to place the order
2. A screenshot or note down the error message you are receiving
3. The browser you are using
4. The device you are attempting to place the order from

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If our FAQ's did not answer your question and you need further assistance,
please contact our friendly customer care team via live chat support, email or phone.
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