Payment Policy
Payments handled
with clarity.
This Payment Policy explains how charges are authorized, when payments are captured, how refunds are issued, and what to do if something looks incorrect. It is written as a service guide—direct, predictable, and easy to follow.
Charges are authorized at checkout
Your payment method may be authorized when you place an order. In some cases, authorization can appear as a pending hold before it finalizes.
Security checks may apply
To prevent fraud, we or our payment providers may require verification before an order can be processed or shipped.
Refunds return to the original method
Approved refunds are sent back to the original payment method. Bank posting times vary and may take additional time to appear.
Overview & Facts
Purpose
This policy explains how payments work on our store: accepted payment methods, authorization and capture, billing information requirements, refunds, and common edge cases (such as duplicates, failed payments, or chargebacks).
How Payments Work
Authorization
When you place an order, your payment method may be authorized for the order total. An authorization can appear as a pending hold. Holds typically expire automatically if an order is canceled or not captured.
Capture
If the order is accepted and processed, the payment is captured (finalized). The timing can vary depending on the payment method and the provider’s processing rules.
Confirmation
You will receive an order confirmation after checkout. If additional verification is required, we will contact you with next steps.
Security & Verification
To protect customers and reduce fraud, we may perform security checks on certain orders. If verification is required, we may ask for information to confirm order ownership and payment validity.
If verification fails: We may cancel the order for security reasons. If a payment was captured, a refund will be initiated back to the original payment method.
Discounts
Promotions and discounts may be applied automatically where indicated. Discount eligibility can depend on the product, timing, and order conditions.
Email subscription discount
If your subscription benefit is active, a qualifying discount may be applied automatically at checkout. If it does not appear, verify you are using the same email address associated with your subscription and that the items in your cart qualify.
Selected promotional items
Promotional items may receive an automatic discount when conditions are met. If a promotional discount does not apply, confirm the item is still part of the promotion and that the promotion is active at the time of checkout.
Refunds
Refund eligibility and timing are governed by the Returns & Exchanges page. This section explains how refunds are issued once approved.
Common Issues
Payment failed
If a payment fails, the order may not be created or may remain incomplete. Try again with the same method, confirm billing details, or use a different payment method if available.
Duplicate charges or multiple authorizations
In some cases, you may see more than one pending authorization (for example, after repeated checkout attempts). Pending holds typically drop off automatically. If you believe a duplicate charge has been captured, contact us with details.
Chargeback or payment dispute
If you file a dispute with your bank, the payment provider may pause resolution on our side while the dispute is reviewed. We recommend contacting support first so we can attempt to resolve the issue quickly and fairly.
Incorrect total
If the total at checkout looks incorrect, verify cart contents, taxes (if applicable), and promotion eligibility. If the issue persists, contact support before placing the order so we can investigate.
Contact Support
If you need help with a payment issue, contact us. To speed up handling, include the information below.
- Recommended subject line: “Payment Help — Order ID (if available)”
- Include order ID, checkout email, and the issue type (failed payment, duplicate charge, refund status)
- Include screenshots with sensitive details masked (do not send full card numbers or CVV)
- Include the charge date/time and the amount shown on your statement