Encountered an Error at Checkout?
If you’ve experienced an error during checkout, it might be due to the promotion you’re trying to apply. Promotions often come with limited quantities and eligibility requirements, which can occasionally lead to issues during the checkout process.
What to Do
Check Promotion Details: Ensure that the promotion you are trying to use is still valid and that you meet all eligibility criteria. Promotions may have specific terms that limit their availability.
Adjust Your Cart: Add at least two boxes of the same type of contact lenses to your cart if required by the promotion. If you only need one box, consider removing the promotion and proceeding at the standard price.
Remove Ineligible Promotions: If a promotion is causing issues, try removing it from your cart and proceeding without it. This is especially useful for single-box promotions that have already been used.
Check for Pending Charges: If you see a charge but no order confirmation, it is likely a pending authorization. Check your order history to confirm whether the order was placed.
Call Our Customer Service Team: If you encounter any issues or if you believe you should be eligible for the promotion, our customer service team is here to assist you. They can help verify your eligibility and guide you through the checkout process.
Check for System Errors: Ensure your payment method is valid and that there are no system outages on Kits.com.
Need Assistance?
FAQs
What should I do if I see a charge but no order confirmation?
If you see a charge but do not receive a confirmation email, the order was not successfully placed. The charge is likely a pending authorization that will be reversed. Place the order again and ensure you receive a confirmation email.
Why does the system block my order even if I meet the promotion’s terms?
Some promotions are limited to one use per household. If the system detects prior use, it will block additional orders using the same promotion.
For immediate help or to resolve any issues with your order, please contact our customer service team. They are available to ensure your shopping experience is as smooth as possible and to assist you with completing your order.
Thank you for your patience and understanding!