Unfortunately, orders may occasionally be flagged by our system as fraudulent.
Your payment has been received, but unfortunately, the order has been placed on hold. Payments made via our website are processed through an automatic payment verification system where the details entered are compared to those registered on your account. In case the system cannot verify these details, it will automatically cancel the order.
While we do not have specific information about why your order was identified as high risk, some of the common reasons include being connected via a VPN, using a payment method that is linked overseas or there were inconsistencies between your billing and shipping details. At times, we may need to manually review the information because the system is unsure and this can sometimes cause delays.
In the event your order is cancelled after being identified as high risk, a refund is automatically processed and it should be available in your account shortly. The time it takes for the funds to be available varies between banks and can take up to 5 business days.
If you believe this is an error, you are welcome to submit a new order after disabling your VPN. Alternatively, you could try using a different credit card during checkout. However, we highly recommend using a different payment method, we have the options of paying via Direct Deposit, BPAY, PayPal or Zip Pay.