Sometimes our shopping cart returns you to the order page after you confirm and pay for your order, and no confirmation email is sent, or an order number is not shown. So you may think your order did not process. Sometimes the simple process of using a computer turns into a mind bending experience. Take a deep breath and realize we are always here to simplify things for you.
This small problem is rare but does occur once in great while. It is a techie issue and occurs in all web browsers, so don’t worry about what browser you are in.
This Troubleshooting Tip is so you better understand what is going on, so as not to be concerned about the process.
When placing an order, if you have more than one tab open within the same browser, this leaves the shopping cart and website in an active session. So when you pay for your order, it automatically takes you back to the open session since the shopping cart interprets this as a person continuing to shop.
If this happens “do not” place a second order, but simply close all tabs and your browser completely, and then reopen a new browser session and return to your account, and look at your order history. The new order you placed will now be there for you to review. If you still are unsure, you can then contact us to determine if we received your order, which in every instance of this occurring, we have.
How To Prevent This In The Future
- Make sure all extra website tabs are closed, this includes tabs open to unrelated websites within the same web browser or browsing session, (IE, Firefox, Safari, etc.)
- Only keep a single browser tab active during the process of placing your order. This includes any tabs you may have shrunk in the background.
- Place your order and once completed, a confirmation number and email should be sent to you, and the session will then be completed.
This is the best way to get total accurate results when shopping on any website by avoiding using multiple browsers or open tabs. And it completely avoids confusion.
If you have any other concerns, let us know so we can address them immediately!
Every so often, we receive emails or phone calls from registered customers suddenly having a problem logging into their account. So we wanted to give some troubleshooting tips to help figure out what may be occurring, or the account simply falls under our customer policies of expiration.
Please read carefully for future reference:
- Make sure email is accurate since some customers have opened up several accounts with different emails. Only one email account is allowed to be active and all others have been disabled. Customers will need to contact us so we may assist them with the email they wish to remain active when changing email services since the preferred account may have been mistakenly disabled. TIP: If you receive a message during login “please contact your administrator” please do not open a new account to avoid confusion, since it is as simple as reactivating the account you prefer!
- You can edit original account without having to create new account in the event you change email services. Simply enter in your new email and password after you are logged in and hit “save changes” at the bottom of the page. Your new email and password are now stored within the original account. Please be aware that any orders placed under different email accounts are only available for review through those accounts. They cannot be consolidated to another or preferred email account.
- Customer accounts are deleted automatically within our system if only registration occurs with no orders being placed within a week or so of registering. A new account registration will be required when placing first order. So this may also be why a person can no longer sign in.
- All information pertaining to email address and password are case sensitive. Please make sure CAP lock is not on and try email and password for lowercase or uppercase sensitivity before contacting us. Sometimes it is as simple as how these are being entered.
- If an account remains inactive with no orders for more than a year, as it states in our policies, our system monitors this and the account is disabled and a new account will need to be generated. In some cases, if we are contacted with this issue, we may be able to reactivate the closed account.
- Simply forgot password! You will notice a link below your email sign in box that states, “Forgot Password“. Click on that and fill in email address and your password will be sent to the email address provided. Please be aware, regardless of receiving your password if the account is disabled, the password will not work.
These tips should help you in the future if encountering log-in issues. We also provide a high level of security to protect all information provided to us. In protecting your information, we recommend never to enter in passwords which are stored on our secure servers using wireless technology. Although this is typically rare for capture to occur, this will again provide another layer of security to prevent internet thieves from acquiring secure information.
