FAQ - Orders and Payments

What do I do if my package arrives damaged?

If you’ve received a damaged package or defective item, please email our Customer Care team with a picture of the damaged part and package, and your order number. 


Why is my credit card being rejected?

There are many possible reasons for a credit card not being accepted:

  1. The card is expired.
  2. You have reached or exceeded your credit limit.
  3. You have exceeded your daily charge limit.
  4. A computer at either end of the transaction is having technical problems.

If you have problems submitting your credit card payment you can contact Customer Service for help. When you contact Customer Service you may be asked for any error message numbers you received, as well as the reference number seen in the shopping cart.


How will you know where and how to send my physical product?

If you order a physical product, a Shipping Information page will appear during checkout so you can enter a shipping address and choose a shipping method.


Do I have to pay customs fees?

Your order may be subjected to additional taxes, duties and/or fees (including customs clearance) charged by the destination country. Please contact the destination country’s customs office for more information.