Please contact us via email [email protected]. We’ll work with you and do what we can to resolve the issue. We will need to collect some information from you in the process, primarily for locating the offending order and for verifying you as the card owner. As the card is likely to be closed as a result of fraud, we will need a front and back photo of it. We will also need a photo of the bank statement showing the charge; the amount and date in particular are very important here.
Here’s what you can expect to happen, based on the status of the order. Each order has three phases of fulfillment, and handling of your fraud claim will depend on the phase in which it resides.
1: The order has not yet left the warehouse. In this case, it is as easy as us cancelling the order and submitting a refund, which will then put it into the processing hands of your bank.
2: The order is in transit. In most cases, we can intercept the order, marking it to return to sender. If it is possible for us to do this, then we will treat it as an immediate cancel and refund, as above.
2b: If the order cannot be intercepted, because it is too late in transit, or due to it being of a lower service level, then it will be treated as a delivered order. Please see the next point.
3: The order has been delivered. In this case, we cannot issue an immediate refund, as we have no way to recall our product, and we must protect ourselves against falsified fraud claims. To continue with your fraud claim, we recommend talking with your bank and following their fraud claim process. We will receive notice of the claim through our payment gateway and handle it accordingly.
In any of these cases, we will be happy to provide you with information requested for a police report or similar fraud claiming processes, assuming you are able to verify yourself as the card owner.