Payment FAQ
Questions about pending charges, payment methods, taxes or refunds? You'll find the answers here.
- Alipay
- WeChat Pay
Seeing a pending charge?
A pending amount is usually a temporary hold from your bank, not a completed payment. Here's how it works:
How long? It depends on your bank. Most holds drop off within 3–7 business days, but some banks take longer.
Pending chargesWhy do I see a pending charge when my payment didn't go through?
When you enter your card at checkout, your bank may place a temporary authorization hold to confirm the card is valid and has enough funds. It shows as "pending" on your statement, but it isn't a completed charge.
If your order wasn't completed, we don't receive any money, and your bank releases the hold automatically. How long that takes depends on your bank, often 3–7 business days.
Pending chargesI see two charges for one order. Was I charged twice?
Usually not. If a payment attempt failed or you went through checkout again, you may see a pending hold from the earlier attempt next to the charge for your actual order.
Only the order in your confirmation email is charged. The extra hold should drop off on its own. If it's still there after 10 business days, contact us with your order number and we'll help you check.
Pending chargesCan you release the pending hold for me?
Holds are managed by your bank, so we can't remove them from our side. Your bank may be able to release it sooner if you call them. If they need confirmation that no order was placed, contact us and we'll send it to you.
Pending chargesHow do I know if my order went through?
After a successful order, you'll receive a confirmation email with an order number (for example #1234). Please check your spam or promotions folder too.
If there's no confirmation email and no order in your account, the order wasn't placed, and any pending amount is a temporary hold.
Payment methodsWhat payment methods do you accept?
We accept:
- Credit cards: Visa, Mastercard, American Express, Discover and Diners Club
- Express checkout: Shop Pay, PayPal, Apple Pay and Google Pay
- Alipay and WeChat Pay
Please note: we do not accept debit cards, including Visa Debit and Debit Mastercard.
The options you see at checkout may depend on your device and browser. For example, Apple Pay shows up on Apple devices using Safari.
Payment methodsHow do I pay with Alipay or WeChat Pay?
At checkout, choose ALIPAY / WeChat Pay. You'll be taken to a secure payment page to finish paying in the app, usually by scanning a QR code.
Please stay on the page until you see your order confirmation. If the page is closed before the payment finishes, the order may not be placed. If you're not sure whether it went through, check your email for a confirmation or contact us.
Payment methodsWhy was my payment declined?
Common reasons include:
- You’re using a debit card. We only accept credit cards. Debit cards, including Visa Debit and Debit Mastercard, will be declined. Please try a credit card or another payment method such as PayPal, Apple Pay or Alipay.
- The billing address doesn’t match the one your bank has on file
- A typo in the card number, expiry date or CVV
- Not enough available funds or credit limit
- Your bank’s security system flagged the online purchase
Please double-check your details or try another payment method. We can’t see the exact reason a bank declines a card, so your bank is the best place to ask.
Payment methodsWhen will my card be charged?
Your card is charged when you place your order. For Autoship subscriptions, each delivery is charged automatically when that scheduled order is created.
SecurityIs my payment information safe?
Our checkout is powered by Shopify, which is certified PCI DSS Level 1, the highest level of payment security. Your payment details are encrypted, and we never see or store your full card number.
Tax & currencyWhat currency are your prices in?
All prices are in Canadian dollars (CAD). If you pay with a card issued outside Canada, your bank may add a currency conversion or foreign transaction fee.
Tax & currencyDo you charge sales tax?
Yes. The applicable GST, HST or PST is calculated at checkout based on your shipping address.
RefundsWhen will I see my refund?
Once we process your refund, you'll receive an email. The money goes back to your original payment method, and banks usually take 5–10 business days to show it on your statement.
RefundsCan I get a receipt or invoice?
Your order confirmation email works as your receipt. If you need an invoice with extra details, such as a company name, contact us with your order number.
Still have a question?
Send us your order number and we'll help you check.
