| Payment and Billing |
 |
| I have a question on my credit card charges. |
| |
Click the "My Account / Order Status" link at the top right hand side of our store site to review your order. You may compare your order history on our website, with your financial records. Please note the difference between credit card authorizations and credit card charges on your personal financial records. Some customers may have multiple authorizations on their credit card, due to submitting one order multiple times. These authorizations will be removed within 1-2 business days by your bank.
If you have further questions or concerns, please email info@activheat.com for further assistance and you will receive a response shortly. |
| I have extra charges on my online credit card statement |
| |
Please determine if the extra charge (or charges) on your online credit card statement is still only a pending charge. If so, your bank will cancel it in a few days. A pending charge appears, most likely, because you submitted incomplete or inaccurate information (such as incorrect billing address) when submitting payment. Even if you received an error message, your credit card company will place a pending line item in your online statement. A final charge will be completed only for successful shipment for which you received a shipment confirmation. |
| I tried to submit my order several times after the AVS would not match my billing address, can you remove the extra charges that have been billed? |
| |
An increasing number of web sites are now using an Address Verification System or AVS. The AVS matches the information submitted by you with the information provided by the your credit card company or bank. The AVS matches the street address and zip code entered with the information that the your 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. 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 business days to be posted to your account. |
| 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 on our web site and submitting your credit card number, the secure web server requests a credit authorization for the total amount of your order from your bank. 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 your bank's records then the order is automatically voided/ canceled 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. |
| My credit card was declined because of an Address Verification System (AVS) mismatch. Will my card still be charged for this declined transaction? |
| |
When the AVS, Address Verification Service filter declines a transaction as the result of an AVS mismatch, the transaction is voided, but the authorization against your card remains. The preauthorized amount reserved against the credit limit of the your card will remain for a predefined period of time until it is expired by your card issuer. This means that the amount is still being temporarily held aside by your bank within the your credit account and may make your available credit limit lower by the amount deducted.
Usually, it takes about 5-7 business days for most banks to drop the authorization. But some banks may hold the authorization for 30 days. For more information, please contact your bank or credit card issuer. You should contact your bank to drop the authorization if they don’t drop the authorization within 30 business days.
This bank policy is outside of ActiVHeat's control. |
| Do I have to pay sales tax? |
| |
ActiVHeat is located in the State of New Jersey, USA. If you are a resident of New Jersey and you place your order from new Jersey, you will pay the applicable prevailing rate for municipal, county, and state sales tax. However, most of our clothing items are exempt from state sales tax in New Jersey but you will still pay sales tax on the shipping and handling charges. If you are located in any other state, your order will be shipped free of any sales tax. You will be notified of any sales tax before you commit to purchase from us.
If you are an international customer, you may be charged some import taxes and fees by your government when your package arrives. ActiVHeat does not collect these taxes. |
| I have a question on my charges. |
| |
If you place your order electronically through our website, you always have access to your complete order history, including all charges. You can click the "My Account / Order Status" link at the top right hand side of our site to review all or your past orders, including the charges associated with those orders. You can then compare your order information with your financial records to determine if all charges are correct. If you notice a charge discrepency, please contact our Customer Service: Click here to email us or via telephone at (609) 924-6110. We can explain or resolve any charge issue at that time. |
| I need a copy of my receipt/invoice. |
| |
Click the "My Account / Order Status" link at the top right hand side of our site to print invoices. |
| When will my credit appear on my account? |
| |
Credits usually take 7-10 business days from the time we receive your item(s). |
| When will my credit card be charged? |
| |
The ActiVHeat checkout and charge system is fully compliant with the latest PCI Security protocols issued by the major credit card companies. When you place an electronic order through our website, your card information will be immediately verified and there will be an immediate authorization of your credit card for the amount of your invoice. When your order is processed, any adjustments or changes are made, and your order is placed for shipment your card will be charged for the correct amount. This will normally be within 24 hours prior to shipment of your item(s) for domestic shipments and up to 48 hours prior to shipment for international shipments. |
Return
to Help Index
