Payment
OFF.
Something wrong with your order? Not a problem! If you can’t find the answer you’re looking for below, please contact us.
Why have I been double charged?
When you place an order online, your bank or card issuer is contacted to confirm the validity of your payment. The bank will then place a temporary hold on the funds until the transaction is either processed or the authorization expires.
Please note: Even if your transaction is declined, the hold may still appear on your statement depending on your bank’s policies.
If you notice what appears to be a duplicate charge, please review the following:
1. Pending vs. Settled Charges
• Pending authorizations may reduce your available balance but will not finalize unless processed.
2. Transaction Details
• Are the charges for the exact same amount?
• Do they have the same date and time?
3. Order Confirmation
• Check your email for confirmation messages from OFF.
If the charge is pending, not yet settled, or matches an identical amount on the same date, it is likely a temporary authorization hold.
If you are still unsure, please contact us with the details of what you found. We will be happy to investigate further. For the quickest resolution, we recommend reaching out to us before contacting your financial institution.
Why is my payment still pending?
When you place an order online, your bank or card issuer is contacted to confirm that your payment is valid. The bank then holds the funds until the transaction is processed or the authorization expires. Even if your transaction is declined, the hold may still appear on your statement, depending on your bank’s policies.
Please rest assured that this is not an actual charge. If the hold remains there longer than expected, please contact your bank directly.
Why didn't I get a confirmation email?
Did you place an order, or think you placed an order, but didn’t receive a confirmation email of the order? Please check the followings:
Alternative email addresses. The order confirmation email is sent to the email address you use to place the order. Especially when you use Paypal as payment method, the system will use your Paypal’s email and shipping address to confirm the order.
Check your Spam or Junk folders.
Check your account to make sure the order was successful.
If you’ve checked everything above and still can’t find your order confirmation email, please contact our customer service, and we’ll look into it further.
It shows an error at checkout.
Suddenly there was an "error" while trying to place an order? Please check the followings:
Did you enter the correct card number?
Did you enter the correct expiration date?
Did you enter the correct authentication code?
Is there sufficient funds in the account which you using to pay?
If you're using a Visa Gift Card, has it been verified?
Your browser or your app may be interfering with your purchase, so view these articles (website/app) to learn some troubleshooting tips. If you've checked all of the above and still get the error message, please reach out to your bank for further assistance. You can also try one of these alternative payment options to complete your order.
What payment methods are available?
Visa, MasterCard, and American Express(Credit, Debit and Pre-paid Debit cards)
PayPal
Can I use more than one form of payment?
Yes! You can use a combination of methods to complete a payment. Provided that one of your payment methods is insufficient to pay for the order. For example, If you complete your order with gift card + store credit + credit card, we will prioritize the use of your gift card balance, and continue to use the other methods in combination if your gift card balance is insufficient to cover the order.
Do you offer bulk discounts?
You can contact our customer service for details.
Email: hi@offdot.com
How long will it take to get my refund?
It can take 5-10 business days (or until the next billing cycle) to show up on your bank account, depending on your bank's processing time.
If the refund is issued not long after the order was placed, the refund may be processed as a reversal. It means that the original charge will drop off the bank statement altogether, as if it never occurred, and the bank account balance will adjust to credit that money back without a specific line item on the statement.
In addition to a confirmation from us, if you use Amazon Pay or PayPal as a payment method, you'll receive a confirmation email from them when the refund is issued.