Troubleshooting Checkout and Order Issues

Short Summary

If checkout stops or shows an error, identify the step that failed before trying again. If you are unsure whether an order was placed, check for a confirmation first.

Quick Answer

Check the exact error message, then review the relevant part of the order: artwork, cart, address, discount, or payment. If checkout may have submitted, look for a confirmation page and email before placing the order again. Contact us if the result is unclear.

Find the Problem

Artwork will not upload

Check the file format, size, dimensions, and connection. See Common Image Upload Issues and How to Fix Them. Wait for the upload to finish before continuing.

A cart item needs attention

Open the cart and read the message next to the item. Check that the intended print and options are present. If the page asks you to remove and add a print again, do that before checkout and review its preview. See Modifying Products in Cart.

Checkout button is unavailable

Review the cart and the required print-ready acknowledgment beside the order summary. Read the production terms before checking the box. The Checkout button becomes available after that review. If it still does not work, note the message shown and contact us.

The cart asks you to review the print-ready acknowledgment before checkout.

An address or delivery option is rejected

Review the address for missing or mistyped details and choose from the delivery options offered at checkout. If the address is correct but still rejected, send us the exact message so we can help investigate.

A coupon code is rejected

Check the spelling and the offer's eligibility and expiration. See Guide to Coupon Codes. Confirm the discount appears in the total before submitting the order.

Payment does not complete

Read the payment message and check the information entered at checkout. If the reason is unclear, contact us with the error text. Do not send payment card numbers or security codes through a support request.

If You Are Unsure Whether the Order Went Through

Check for an order confirmation page and email, including your spam folder. Avoid placing the same order again until its status is clear. Send us the checkout email address, approximate time, product, and any error message so we can look into it. See Placing an Order and Confirmation Page.

Frequently Asked Questions

Should I refresh or start over?

First note the error message and check whether the order was submitted. If it was not, a refresh may help with a page that has stopped responding, but review your cart before trying checkout again.

What should I send support?

Include the checkout email address, product, approximate time, exact error message, and a screenshot. Include an order number if you received one.

Related Articles

• How to Place an Order on the Website
• Modifying Products in Cart
• Placing an Order and Confirmation Page

Need More Help?

Submit a Help Center request with the details above. Do not include full payment card information.