My preauthorization hold has not fallen off. What do I do?

If a temporary preauthorization is still present on your account more than 10 business days after your product is shipped or canceled, please contact your financial institution.

If they require us to fax a preauthorization release form, you will need to contact Customer Service at our number below to help get this resolved. We will need your order number, the amount of the preauthorization, your bank's name, and their fax number.

When you place an order, your bank may put a temporary hold on funds. This isn’t a charge and usually clears within 7–10 business days (timeframes vary by bank). 

You’re only charged once items ship (or are picked up in-store). 

If an order is canceled before shipping, the hold should drop off within that same timeframe—if not, please reach out to your bank. 

Credit card adjustments may not appear until your next statement.

For canceled orders/items:

• Gift/Reward Cards: Unused funds go back to the original card (we can replace it if needed).
• PayPal: Holds can take up to 30 days to clear—please contact PayPal if longer.
• Affirm: No payment is processed if the order isn’t fulfilled. Any temporary hold will disappear within 7–10 business days.
• If you have an issue with a confirmed refund from Affirm that hasn’t shown up on your account, please click get a refund
• To contact Affirm, please click here
• To check out the Affirm Help Center here.

You are welcome to call us at 1-800-201-3550, and we will be glad to assist you.

Phone hours:

Monday-Friday 9 AM to 5 PM CST

Saturday-Sunday, closed

Chat line hours:

Monday-Friday 9 AM to 7 PM CST

Saturday-Sunday, closed

For Holiday hours, click HERE.