Return to Help Index
Pricing and Billing
My order was declined but my card was still charged.
 

My order was declined but my card was still charged.
Don't worry!

If your order was declined and you did not get an order confirmation, you were not charged.

When you attempted to place an order, your bank automatically placed a pending charge on your account each time you pressed "Submit". These pending charges will be released in 1-3 business days depending on your bank, and the money will not be deducted from your account. The charges will simply disappear!

Why am I getting an "AVS Mismatch Error" and how to I fix it?
 

An AVS (Address Verification System) mismatch occurs when the billing information entered into the checkout form does not match the information on file with the bank for that card. Although your bank has confirmed that you have sufficient funds, our system has chosen not to take them. This is done to prevent fraudulent orders.

Each time you submit an order, the bank places an authorization hold for the charge amount on your account. In the event of an AVS mismatch, this authorization will NOT be captured by our system, and the PENDING charge you see on your online banking will disappear in 1-3 days (depending on your bank).

How do I fix it?

To avoid AVS mismatch errors at checkout, please make sure to enter your billing information exactly as it appears on your bank billing statement.

I'm sure it's correct, what now?!

If you're 100% sure the billing information is correct, your bank may be declining the transaction because it's being routed through one of our international merchant processors. You'll have to call your bank and let them know this is a legitimate transaction before trying again.

Do I have to pay sales tax?
  This website is exclusively and only for business to business (B2B) wholesale customers only, that is customers that are buying for reselling. Therefore, this website is for tax exempt wholesale customers only. If you are not buying for reselling or do not have a company or are not tax exempt, do not use this website. We do not accept retail orders (that is orders where you are an end user or for personal use).
You are require to provide us with your resale tax certificate or tax exempt number, or equivalent for your state or country. If you do not have this, DO NOT use this site.

Please note that you may owe USE or Sales Tax to your state if: "If you buy an item tax exempt intending to resell it, and then use the item in your business or for personal use, you owe use tax."

I have a question on my charges.
  Click the "My Account / Order Status" link at the top right hand side of our site to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance.
I need a copy of my receipt/invoice.
  Click the "My Account / Order Status" link at the top right hand side of our site to print invoices.
When will my credit appear on my account?
  Credits usually take 7-10 business days from the time we receive your item(s).
When will my credit card be charged?
  Your credit card will be charged within 24 hours prior to shipment of your item(s).