Why is the payment method I want to use not available?
During Anniversary Sale, a large amount of payments is being processed at the same time. Some online payment providers may experience an overload and temporarily take their service offline. We suggest that you use another payment method to place your order or wait and try again later.
I got an error message during the payment process. What should I do?
If you got an error message on our website, please check your order status.
Because we process a lot of payments at the same time, it might take a while before the order status is updated. We hope we can count on your patience and understanding.
For some payment methods, you might get redirected to another page of a third financial party. If you received an error message here, it is best to get in touch with your payment provider directly.
I have paid for my order. Why does the order status still say Awaiting Payment?
Please check whether you have placed repeat orders with the same price and the same product from the one seller, but only paid for one of them. If you did not place any repeat orders, please contact your card issuer to check whether the payment was deducted from your account. If your bank confirms that the money was deducted by The Massage Place, please contact us and provide us your bank statement.
I paid for my order already, but I have not received a message from my bank. What is going on?
Because we are processing a high of amount payments at the same time, it might take a bit longer than usual before you get an update from your bank.
If the order status says: Payment is verified, it means we have already started processing your payment.
Please check your order status again in 6 hours.
I cannot use a coupon or get a discount. What can I do?
Please email us directly with a screenshot of the coupon code you are trying to use at firstname.lastname@example.org.
My order has been closed. When will I get my refund?
If your paid order has been closed/canceled, your payment will be refunded to your account. This normally takes about 7-10 business days. Please wait patiently to receive it in your account.
How do I use a coupon or discount?
When you place your order, you can use your coupon or get a discount. The coupon will be on our main page. If you are having trouble, please email us at email@example.com
How do I get a coupon back?
Due to huge volume of Sales, there might be delay in coupon return. Please wait patiently and check it again a few hours later.
If you receive a full refund on an order used with Siena Rose Official, the coupon(s) will be returned to you while they are still valid.
However, please note that if you receive a full refund on an order used with a Store Coupon, the Store Coupon will not be returned to you.
Why is my payment being verified again while the payment has already been confirmed?
We normally do another round of internal verification to ensure payment safety. This normally takes no longer than 24 hours.
Successful verification > the order status will be changed to 'Awaiting Shipment'.
Unsuccessful verification > order status will be changed to 'Closed'
The payment has been deducted from my account more than once. What can I do?
Kindly note that duplicated payments will be automatically refunded. It takes about 7-10 business days to update into your account.
Can I cancel my order if the order status says: Payment being verified?
We can not cancel an order after it has been placed.
I have not received my order. What can I do?
You can track your order with the tracking number given. If you find the tracking number is invalid, it may be because the shipping company needs 3 to 7 days to update the shipping status
Kindly note: We are not responsible for lost/stolen packages. Once a package has left our facility, USPS will hold all liability if a package is lost/stolen.