Having trouble finding the right product, adding an item to your cart, or checking out?

We’re here to help! You can open the chat window at the bottom right of your screen to speak with us directly, or, alternatively, please see below for common payment and checkout issues and how to fix them.

Kit & Product Page Troubleshooting

If you’re putting your Quad Lock kit together through the Activity section or 360 Kit Builder (eg. case, mount and accessories) please make sure all required selections are made before adding to your cart.

When ordering a Case on its own, you must select whether or not you’d like to include the Poncho before adding the case to your cart. Once an option is selected the Add to Cart button will become active.

If you're looking just for a case, mount or another accessory on its own, you can find them at the below links:

• Shop cases - https://www.quadlockcase.net/collections/cases

• Shop mounts - https://www.quadlockcase.net/collections/shop-mounts

• Shop accessories - https://www.quadlockcase.net/collections/accessories

• Shop all 360 parts - https://www.quadlockcase.net/collections/quad-lock-360 

Pending or Duplicate Payments

When placing an order through PayPal (or sometimes other payment methods), you might see two charges on your statement:

• One completed payment, and

• One pending payment.

A pending charge can appear if you reach the checkout but don’t finish the transaction. These funds usually clear within 3–5 business days, though some banks may take up to 31 days.

If you see a duplicate charge but have only received 1 order confirmation you will need to contact your financial institution directly to investigate if the second charge does not clear within the above mentioned time frames.

The pending charge will disappear automatically once your bank releases it.

Two Different Payment Amounts

If you notice two charges for different amounts:

• One charge may be for the full checkout total (including tax and shipping), and

• The other for the subtotal before tax and shipping.

This is expected behaviour. The smaller (subtotal) charge will usually clear within a few days.

Same Payment Amount Twice

If you see two identical charges, it’s most likely the same pending payment situation described above.
The duplicate should clear automatically within a few days.

If it hasn’t cleared after several days, please contact us with:

• A screenshot of both transactions

• The transaction ID(s) (if paid via PayPal)

We’ll investigate further and confirm the status.

International Fees

Quad Lock is an Australian business, so international customers may occasionally see a small processing fee added by their bank.

These fees are determined by your financial institution, not Quad Lock, but we’re happy to refund this small charge to keep things simple and fair. Just reach out to our support team.

Payment Declined

If your payment keeps being declined, your bank may be blocking the transaction for security reasons (this can happen with international purchases).

How to fix it:

• Contact your bank and confirm the payment is legitimate.

• If you’ve tried multiple times, our system may temporarily block further attempts.

  •  In that case, please wait 24 hours before trying again.

Payment Taken but No Order Confirmation

If payment has been taken but you haven’t received an order confirmation:

1. Check your spam/junk folder for the confirmation email.

2. If you still can’t find it, please contact us with:

   • Your name and email address used at checkout

   • Your shipping address

   • A screenshot of the transaction (including the transaction ID, if available)

We’ll locate your order manually and confirm the details.

Please note, if the order is placed with PayPal and proceeded through the express checkout, the order may have been placed under the email address linked to your PayPal account. The order confirmation may be there.

Website or Checkout Errors

If you’re having trouble checking out or seeing website errors, try these troubleshooting steps:

1. Browser & Device

   • Use an up-to-date browser (e.g. Chrome, Safari).

   • Try checking out on a different browser or device.

2. Cookies & Extensions

   • Make sure cookies are enabled.

   • Turn off any content blockers or extensions (like AdBlock, 1Blocker, or Ghostery).

3. VPN

   • If you’re using a VPN, turn it off and try again.

If you’re still having trouble, please send our support team:

• A screenshot of the error

• The device and browser you’re using

We’ll then be able to investigate further.

Need More Help?

If you’ve tried the steps above and still need help, our Support Team is here for you.
Please include as much information as possible (screenshots, transaction details, etc.) so we can resolve your issue quickly.