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Your business is important to us. If you are receiving an error message or having other difficulties completing our online order form, please read through the suggestions below.
Unsure if your order went through? Sometimes an order will be successfully submitted even if you get an error message on the last step. Please check the list of recent orders in Your Account before attempting to place the order again.
Empty Shopping Cart. If your Shopping Cart is empty or items are missing from it, it is likely that you are not logged into your account. Click here for more information.
Can't add items. If the "Add to Shopping Cart" button is not appearing on product detail pages, click here for more information.
Error message on payment page. Make sure that you have selected the correct credit card type and expiration date from the dropdown boxes. Verify that the credit card number was entered correctly, without any spaces or dashes. If you are using a new (or recently reissued) credit card, please be sure that you have activated the new card before entering it into the order form.
ZIP code and state do not match. This error message may be related to the way you entered the name of the state. Try entering the full name of the state, or the abbreviation without periods. For example, enter "California" or "CA" instead of "Ca." or "Calif." Otherwise, make sure you have entered the ZIP code without any spaces. To verify that the ZIP code is correct, visit http://www.usps.com/zip4/
U.K. or German postal code not accepted. If you are shipping an order to the U.K., be sure to include the space in the postcode. You may also need to enter the fourth or fifth character as a zero (0) rather than a capital letter "O". If you are shipping an order to Germany, leave the D out of the postal code. For example, if the code is D-12345, enter just 12345.
Gift certificate or promotional claim code is not accepted. First, be sure that you are entering the claim code exactly as it appears on your gift certificate or promotional offer, and that the code has not expired. If the code is correct, then it is likely that your order does not meet the qualifications for using the gift certificate or promotional code. Please check our list of gift certificate restrictions or promotional code restrictions.
Gift certificate or promotional claim code is "already redeemed." You need to enter your claim code into the order form only once to redeem those funds. If you are receiving an error message that indicates your claim code has already been redeemed, you should see that these funds are already listed on the "Payment" section of the order form.
Page keeps looping back or is not updating. If you are being looped back to the same page on the order form, or the form is not updating when you make changes, this may happen if your Web browser is caching, or storing, an old copy of the page. You can force your browser to update the page by holding down the Shift key on your keyboard and simultaneously clicking the Reload or Refresh button on your browser.
System Error. These errors usually occur for only a short time. Please return to our Web site and try again later.
Other troubleshooting tips. If your problem is not listed above, it's possible that one of these suggestions may help:
If none of these suggestions solves your problem, please contact us using the buttons to the right. Please provide as much information as possible, including:
Our Customer Service department will be happy to assist you. However, please note that we cannot accept orders via e-mail or phone.
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