Payment & Security Support
Q: Which payment methods do you support?
A: At CaliOtter Glass, we currently accept Visa and Mastercard for direct online checkout.
We also support PayPal, which requires a manual payment transfer after placing your order.
Q: Is the payment pop-up safe?
A: Yes, it is 100% secure.
When you click “Proceed to Payment,” a secure pop-up window will appear where you can enter your card details. This window is provided by our certified payment processor and uses encrypted connections to ensure your sensitive information is sent directly to the bank, not stored on our website.
Please note that the pop-up may take a few seconds to load depending on your internet connection. The layout and appearance of this window are controlled by the payment provider to meet strict financial security standards.
Q: Why did my credit card payment fail?
A: Card payments may fail for several common reasons:
Bank Verification
Some banks automatically flag transactions related to smoke shops or tobacco-related merchants for security. Please check your email or SMS, as your bank may have sent a message asking you to confirm the transaction.
Insufficient Funds
Please make sure your card has enough balance to cover the total order amount.
Incorrect Card Details
Double-check that your card number, expiration date, and CVV code are entered correctly.
Still not working?
Try using another card, choose the PayPal option, or contact our support team at [email protected] for assistance.
Q: Why is the final charge slightly higher than my order total?
A: This is usually caused by international transaction fees or currency conversion charges applied by your bank or card issuer.
These fees are determined by your financial institution and are outside of our control. Depending on your bank’s policy, the fee is typically around 3%.
Q: Do you store my card information?
A: No. CaliOtter Glass never stores or has access to your full card number or CVV code.
All payments are processed through a PCI-DSS compliant payment gateway, which means your payment information is protected using bank-level security standards.
Q: Am I protected if something goes wrong?
A: Yes. When paying with Visa or Mastercard, you are protected by your bank’s Zero Liability policy, which means you are not responsible for unauthorized transactions.
If you experience any issues with your order, please contact CaliOtter Glass support at [email protected] first. Our team is committed to resolving problems quickly and making sure you are satisfied with your purchase.
Q: Why does PayPal require manual payment?
A: To maintain transaction security and comply with platform policies, CaliOtter Glass uses a secure manual PayPal transfer process.
Please follow these steps to complete your order:
Payment Details
Recipient Email: [email protected]
Amount: Please send the Total Order Amount (USD) shown at checkout.
Note: Please include your Order Number (for example: #1234) in the payment notes.
Once your payment is sent, our team will verify it within 12 hours. Your order status will update from “On Hold” to “Processing,” and you will receive an automated confirmation email.
If you experience any issues with the transfer, simply reply to your order email or contact [email protected].
📩 Still Have Questions?
If you experience any issues during checkout or have questions about payment security, our support team is here to help.
Email: [email protected]
We typically respond within 24 hours.