If you notice more than one transaction on your bank statement for a single order, it can be confusing. Most often, this is related to how banks handle payment authorizations rather than an actual double charge.
Understanding "Pending" charges
When you click "Complete Order," your bank immediately places a temporary authorization hold on the funds.
- Duplicate Pending Lines: If there was a slight connection glitch or multiple checkout attempts, you might see two pending charges.
- The Resolution: Our system only captures payment for successfully placed orders. Any duplicate "Pending" authorizations are not actual charges and will automatically fall off or disappear from your statement within a few business days, depending on your bank's policy.
Step 1: Check your confirmation email
The most important step is to verify exactly what was ordered. Please locate your order confirmation email and review it carefully.
- Review the items: If you see an item on your confirmation that you do not recognize or no longer want, please contact us immediately.
- Cancellations: As long as your order has not yet been shipped, we can cancel the order or remove the unwanted item for you.
Step 2: Verify the number of orders
Search your inbox for multiple confirmation emails. If you only received one confirmation email with one order number, our system has only processed one order.
When to contact support
If you see multiple posted (not pending) charges after 5 business days, or if you received two different order confirmation numbers for the same items, please reach out to our customer support team. Please include:
- Your order number(s).
- A screenshot of the charges as they appear on your bank statement (ensure sensitive info is blurred).