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Help Desk

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General Questions

• What information is required when I place an order at your web site?
• How can I tell if my order was submitted successfully?
• Why was my credit card not accepted?

Address Verification System (AVS) Related Questions

• What is AVS?
• Why did I receive an "address or zip code does not match" error message?
• What should I do when I receive an "address or zip code does not match" error when my information is correct?
• If the AVS voided my order, will my credit/debit card be billed?
• How long does it take for my account to be credited for the voided order?
• I tried to submit my order several times after the AVS would not match my mailing address, can you remove the extra charges that have been billed to my credit/debit card account?

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What information is required when I place an order at your web site?

Customers placing an order at our web site must enter their mailing address as shown on their credit card billing statement. A telephone number and email address are also requested in case we have questions about your order or need to notify you of any shipping delays. A sales receipt will be automatically sent to the email address that you entered after completing your on-line purchase. Your email address and other information is kept confidential and will not be used for any other purpose. Click here for more information about our privacy policy.

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How can I tell if my order was submitted successfully?

Check your email for new messages. If you entered a valid email address when you submitted your order then you will receive a sales receipt by email.

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Why was my credit card not accepted?

If you received an error message stating that your credit card has been "declined" then this may have been caused by one of two different reasons. Either there is actually a problem with your credit card or your Internet service provider has been blocked from using our system. Internet service providers that fail to help with controlling abuse from their users are blocked from processing credit card transactions.

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What is AVS?

More and more web sites on the Internet are now using an Address Verification System or AVS. The AVS matches the information submitted by a customer with the information provided by the customer's credit card company or bank. The AVS matches the street address and zip code entered with the information that the customer's bank has on record. If this information does not match then the AVS will automatically void the order even if a credit authorization was issued.

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Why did I receive an "address or zip code does not match" error message?

Your billing address must be entered in on the customer input page exactly as shown on your credit card billing statement.

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What should I do when I receive an "address or zip code does not match" error when my information is correct?

You may either contact your bank or credit card company to have your information corrected or you may also resubmit your order using a different credit card. Please also check your spelling, punctuation and spacing of characters when entering your information.

It is highly possible that your bank or credit card company may send incorrect or outdated information causing your order to be voided. All attempts to place an order will fail until the information is updated or corrected by the credit/debit card holder.

Contact the company that issued your credit card by calling the customer service telephone number listed on the back of your credit card. Let them know that your credit card is being declined when trying to make a purchase over the Internet because your mailing address does not match.

Tell your bank that the on-line company is using an Address Verification System and that you receive an error message that informs you that your street address and/or zip code does not match. Ask your bank or credit card company to verify or make any needed corrections to your street address and/or zip code. Only the card holder can have any of this information corrected or updated.

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If the AVS voided my order, will my credit/debit card be billed?

Yes, but a void or credit is also automatically credited to your account. After placing your order at our web site and submitting your credit card number, the secure web server requests a credit authorization for the total amount of your order. After authorization has been received, the order must then pass the AVS. If the street address and zip code information submitted with a customer's order does not match the bank's records then the order is automatically voided and a credit or void is issued to the account even though a credit authorization was issued. We do not receive payment for orders that have been voided by the AVS.

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How long does it take for my account to be credited for the voided order?

Charges to your account will show up immediately however a credit or void may take several days to be posted to your account. A voided transaction may also freeze funds in a debit card account for up to 7 days or more depending on your bank's policies. Your bank will be able to verify that a void was issued to your account.

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I tried to submit my order several times after the AVS would not match my mailing address, can you remove the extra charges that have been billed to my credit/debit card account?

No. If your order was voided by our AVS then a void or credit was automatically issued to your account. Again, charges to your account will show up immediately however a credit or void may take several days to be posted to your account.