Order and Shipping Issue Guide

Order Troubleshooting & Support Guide

Use this page to understand, troubleshoot, and resolve common issues with your order.

1. Shipping Issues

If you experience a shipping delay or delivery issue, review the information below.

Why Orders May Be Delayed

Delays can occur for several reasons, including:

• Payment issues
• Incorrect or incomplete shipping address
• Severe or unsafe weather conditions
• Natural disasters or road closures
• Customs inspections or border congestion
• Inventory shortages
• High-volume peak seasons
• Local postal strikes or labour disruptions (e.g., Canada Post, Royal Mail, USPS, etc.)
• Delivery carrier delays or routing changes

Tip

If you paid for expedited shipping and the expedited portion arrives late, the shipping fee for the delayed segment will be refunded.
For multi-package orders, fees are allocated per package. Only the delayed segment is refunded.

Find Your Updated Delivery Date

Go to your Order History page.
Review the updated delivery estimate for your order.

Track Your Order

Tracking is available in most regions.

You can track your parcel by:

• Opening your Order History page
or
• Using the tracking link in the Your Order Has Shipped email

Tracking links redirect you to the courier’s website for real-time updates.

Cancel Your Order

Go to your Order History page
Select the order
Click Cancel Order

If the Cancel button is missing, the order has already entered processing and can no longer be canceled.

2. Canceled Orders

Why Orders Get Canceled

An order may be canceled for the following reasons:

• Payment failure
• Invalid, incomplete, or undeliverable address
• Long processing delays
• The product becomes out of stock
• Product discontinued or end-of-sale
• Unsupported delivery destination (PO Boxes, military addresses, restricted regions)
• Fraud-prevention restrictions
• Carrier refusal for restricted items

Tip

If your order is canceled before leaving the warehouse, you are not charged.
Any pending authorization is automatically released back to your account.

Fixing a Canceled Order

If the cancellation was due to an address or payment issue:

• Correct the information
• Place a new order

Note:
Guest checkout orders that fail cannot be edited — a new order must be submitted.

Refer to our Sales Terms for more details.

3. Damaged or Incorrect Items

If you receive an incorrect, missing, or damaged item:

Take clear photos of the item and outer packaging
Contact Support within 24 hours
Our team will assist with a replacement or resolution

4. Missing Packages

If tracking says Delivered but your package is missing:

• Check the carrier’s tracking page
• Verify your shipping address
• Look around the property, lobby, mailbox, or with neighbors
• Wait up to 48 hours, as carriers sometimes mark parcels early
• Contact the delivery carrier directly

If the package is still missing, contact Support.

5. Undeliverable or Incomplete Addresses

Undeliverable Address

If the courier cannot deliver due to an invalid or undeliverable address, your order is canceled automatically.

Incomplete Address

If your address is missing details:

• Update your address in the Order Details page within one hour
• After one hour, contact Support for assistance
• You may request the courier to hold the parcel at a pickup facility

If the carrier returns the parcel due to an incomplete address, contact us for a refund.

6. Payment Issues

If your payment is declined, you have 7 days to update it.

Update via Email

Use the Fix Payment Method link in your email.
Ensure you are logged in using the same email used during purchase.

Verify Your Information

• Billing address matches your card
• All card numbers and codes are correct
• Sufficient funds
• No bank restrictions or fraud alerts
• 3D Secure authentication is completed (if required)

If the payment is not corrected within 7 days, the order is canceled and must be re-ordered.

Why Cards Get Declined

Common reasons include:

• Incorrect card number
• Expired card
• Incorrect CVV
• Billing address mismatch
• Insufficient funds
• Bank blocks or fraud alerts
• 3D Secure authentication failure
• Network or bank processing errors

Contact your bank if issues persist.

7. Managing Payment Error Messages

“Your transaction cannot be completed”

• Use a different payment method
• Verify your billing address
• Sign in to your account
• Contact your bank if issue continues

“Expired card”

Update your card information.

“Please use another form of payment”

(also “Your payment didn’t go through”)

Step 1 – Ensure card is up to date
Step 2 – Check account balance
If the issue persists, contact your bank or try another method.

“Payment declined due to account issue”

Often related to suspected fraud or required identity verification.

To fix:

• Log in to your online banking
• Complete alerts or verification steps
• Ensure name, address, and info are current

“Low card balance”

Check your account or use another card.

“Contact your administrator”

If your account is managed by a company/school, consult your administrator.

Card unavailable / ineligible

Use another card or add a new card.

8. Promo Code & Promotion Issues

Promo codes must be applied before checkout is completed.

Common Promo Code Problems

• Code expired
• Code entered incorrectly
• Code does not apply to your region
• Item not eligible for promotion
• Attempting to stack multiple discounts
• Ineligible postal/zip code

Order Canceled After Using a Promo Code

You may reorder using the same promo code, if:

• The promo is still valid
• The code has not expired
• The code is not limited to one-time-use

If a replacement code is issued, it must be used within the timeframe stated in the email.

9. Returns & Exchanges for Promo Purchases

Returning an Item Bought With a Promo Code

If eligible, you may return the product. However:

• Promo codes cannot be reissued or reused
• Refunds reflect the discounted price actually paid
• Restocking fees may apply

Exchanging an Item Bought With a Promo Code

Exchanges are not available.

To get a different color, size, or variant:

Return the item (if eligible)
Pay any applicable restocking fees
Place a new order at the current price

If the promotion is no longer active, the discount cannot be reapplied.

10. Need More Help?

Our Support Team is available to assist.

To avoid delays, please refrain from sending multiple messages within short intervals.
Contact us with your order number and the issue you’re experiencing.