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FAQs

WHY HASN'T MY ORDER SHIPPED?

First of all, start with reading our shipping policies for estimated shipping times, etc.   Another reason could be that we have an out of stock item that we are trying to contact you about and you haven’t responded. Be sure to check your SPAM folder for any emails from us. If IT has been more than four business days since the time you placed your order, then please contact us and we will be glad to look into it.

Another possibility is that your order has shipped but you didn’t receive an update. This may be due to an issue with your email. Please be sure to visit the section of this page called “Not receiving emails”.

NOT RECEIVING EMAILS

The first thing to do is to check your SPAM folder.  After checking your SPAM folder, and you still are not receiving emails, it might be flagged by your email service provider. If you have an email provider that uses DKIM verification technology such as Yahoo or AOL (or your email address is "outside" the U.S.), you may not receive automatic updates regarding your order from us. For questions regarding this matter (if you are not receiving emails from us), please contact your email service provider.

UNABLE TO ADD ITEMS TO CART

If you are having trouble adding items to your cart, please make sure that you have cookies and Javascript enabled in your browser. In some cases, some internet security systems may need to be disabled. For those of you at work, your IT department might have a security setting that are not allowing you to add items to your cart.

PAYMENTS DECLINED & MISC. ORDERING ISSUES

Typically, when a transaction is declined, it is either because you do not have enough money to cover the transaction, or that your billing information is not correct. Have you moved recently and forgotten to update your billing information on the card? Or, are you entering the old address when it should be the new one?

Or, maybe you have reached a daily spending limit, which you set up for your own protection. Therefore, you will need to contact your card holder in order to lift the spending limit.

When using a gift card, (Visa, Master Card, etc.) the billing address is not your address. You will need to contact the card company to get the billing address.

Another possibility is that your bank may have flagged the transaction for some reason. There is nothing that we can do to resolve this issue. You will have to contact your bank.

Other contributing factors are your devices operating system, browser type or version, or cookies and Javascript are not enabled, etc. We receive a large number of orders every day, and most of the time we can tell if we have an issue by the decline of orders placed via the web. Please be sure to make us aware of the issues that you are having, and if other people are having them too, then we can look into the problem and possibly pinpoint the issue because it is more than just one person having the same issue. If you are still having issues, it is important to provide us with as much information as possible. At minimum, we need the following information:

  1. What device were you using? Computer, iPhone, Android, tablet (& operating system) etc.? Browser type is really important too. And, as we mentioned earlier, are cookies and Javascript enabled?
  2. What product(s) were you trying to order? We cannot see what is in your cart. Only you can see that. 
  3. At what point in the process did you encounter problems?
  4. How were you trying to pay? Credit card or PayPal? 
  5. If you can send us a screenshot of the point that you are experiencing issues, that will help a lot.

If all else fails, you can call in your order over the phone. By ordering over the phone, we can determine if it was a card issue or an issue with your computer or device. Our customer service line is (317) 791-8777 or email us at customerservice@sroutfitters.net

HOLD ON CARD OR A DOUBLE CHARGE

If you place an order more than once and you do not receive an order confirmation, then we did not charge your card or PayPal. Chances are that the bank or PayPal has a hold for that amount on your account or card, and there is nothing that we can do because it is on their end. In most cases, the issue will clear itself up by waiting 24-48 hours. If you have any further questions after 48 hours, please contact your bank. 

OUT OF COUNTRY ORDERS

We do NOT ship to these countries: Indonesia, Mexico, South Sudan, and Tunisia. If you live in a country other than these, then we should be able to take your order. In order for us to help you, we need the following information:

  1. What device were you using? Computer, iPhone, Android, tablet (& operating system) etc.? Browser type is really important too. And, as we mentioned earlier, are cookies and Javascript enabled?
  2. What product(s) were you trying to order? We cannot see what is in your cart. Only you can see that. 
  3. At what point in the process did you encounter problems?
  4. How were you trying to pay? Credit card or PayPal? 
  5. If you can send us a screenshot of the point that you are experiencing issues, that will help a lot.

If all else fails, you can call in your order over the phone. By ordering over the phone, we can determine if it was a card issue or an issue with your computer or device. Our customer service line is (317) 791-8777 or email us at customerservice@sroutfitters.net

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