Why was I charged twice? How do you handle duplicate orders?

Modified on Wed, 27 Aug at 2:30 PM

You accidentally placed the order twice: The most common cause is clicking the “Place Order” button multiple times due to:

Internet lag

Page freeze or reload

Pressing “Back” and retrying checkout

Result: Two separate orders were created and charged.

You refreshed or navigated during checkout: If you refresh the page or hit “back” and then re-submit the form, your card may be charged again.

Result: Multiple payments processed almost simultaneously.

Bank issued a temporary hold (pre-authorization): Some credit/debit cards issue a pending hold for security. This looks like a charge but will drop off automatically.

How to check:

One charge shows as “Pending” → this is not finalized.

The other shows as “Posted” → this is the real transaction.

Pre-authorization holds are released within a few business days.

You used a digital wallet or payment app: In rare cases, systems like Apple Pay, Shop Pay, or PayPal may retry a payment if the first attempt fails — resulting in a duplicate payment record.

Step 1: Check your email inbox

You will receive a confirmation email for every successful order.

If you received 2 different order numbers, you likely placed 2 separate orders.

Step 2: Check your bank or credit card statement

See if the second charge is still “pending” — it may disappear soon.

Confirm the exact amount, merchant name, and time.

Step 3: Contact our support team

If you're unsure whether you were actually charged twice

How does VetTailor handle duplicate orders?

What counts as a duplicate order? Two orders with:

How to cancel a duplicate order: If you realize you’ve accidentally submitted a duplicate:

Act fast – within 24 hours

The order numbers

Let us know which order to cancel

Important: If production has already started (especially for customized items), we cannot cancel or refund the duplicate.

Yes - as long as:

Your refund will be processed within a few days, depending on your bank.

If both packages are delivered, you can keep both or contact us to return one — return eligibility depends on the product type (custom products may not be returnable).
Please check our Return Policy or reach out directly for help.

Need support?

Contact us anytime at: support@vettailor.com or submit a request via “Contact Us” or “Open A Support Ticket” at the website.