We’re sorry for the inconvenience.
It looks like your order wasn’t immediately successful. Everyone here at Dillanos Coffee Roasters shops online too and we know how frustrating this can be.
We want to make sure you’re able to buy the coffee, drink ingredients, or merchandise that were in your cart and are here to help.
We have some helpful tips below, though if you’d feel more comfortable talking directly to a person about your order, we’d love for you to call us at (253) 826-1807 or email us using this form.
What Does This Mean?
Most commonly orders are not immediately successful because the information entered at checkout cannot be verified by the customer’s payment institution, such as the name, 16-digit card number, billing address, or 3- or 4-digit security code. In these cases, Team DCR is unable to help.
What you can do:
Head back to the Dillanos store, add desired items to the cart, and take caution to enter the name, address, and card information that has been verified as current with the bank or credit card company.
If it’s a matter of a simple typo, your corrected attempt should go through just fine.
If this isn’t a factor, other things that can prevent an order from being successful such as:
- Clicking the “Place Order” button too many times in a row.
- Changing the name entered more than once or twice.
- Having more than one person associated with a particular payment method, email address, or billing address.
- Insufficient funds or maximum credit limit reached
Please note that our checkout process involves verifying fund availability in order to approve the transaction. An amount pending does not mean that your account has been charged; that is the verification process taking place.
You will only be charged for a transaction that was successfully placed. You will receive a confirmation email to the email address provided at checkout.
Frequently Asked Questions
Why did my order fail?
The most common reason for an order to fail is related to the customer’s payment institution rejecting the information that was provided.
This means the name, billing address, 16-digit card number, or the 3- or 4-digit security code entered at checkout doesn’t appear to match what’s on record with bank or credit card company associated with the card in use.
You can log into your user account, navigate to the Order History tab and select the order in question. Review the address information associated with the failed order to see if you can catch a typo and/or verify that the address on record with your payment institution is indeed the address typed into your order.
Regardless of why the order didn’t go through right away, orders that fail are final. We cannot reprocess the attempt. You can use the insights gained from reviewing the order record when placing another order from scratch.
If you continue to deal with errors you feel are, well, in error, we’d love to lend a hand. Please connect with our Customer Service Department so we can sort this out with you.
My order is “On Hold”. What do I do next?
A Team DCR member reviews any order that goes on hold.
Your order may be approved or rejected to process based on the criteria provided. If your order is approved, it should process normally with minimal delay. However, if there’s trouble it will be cancelled. Please watch your inbox of the email address you provided at check-out for updates. If you don’t see any emails from us or you believe this is in error, please feel welcome to contact our customer service department so we can lend a hand.How do I remove an item from my subscription?
We have great news: this is as easy as one, two, three.
- Head over the Account button (pssst… look to the top right of your screen, if on a computer. If you’re on a mobile device, navigate to the menu to find the link.)
- From there, make sure you are logged in so we can access your subscription. Click on the “Subscriptions” link found on the menu.
- Find the subscription you’d like to manage, look at the middle of the screen to find the items associated with your subscription and click the little “X” to the left of the product’s title.
How often can I set my subscription to renew?
Each product you subscribe to can be set to its own unique renewal order frequency.
Choose from:- one week
- two weeks
- three weeks
- four weeks
- five weeks
- six weeks
What’s the difference between pausing or cancelling my subscription?
Phew! We are glad you asked.
There’s actually an important difference between the two options:- PAUSE: A paused subscription temporarily halts any upcoming renewal order until you log back in to reactive them. You’re able to pause your subscription as often as you need without impacting the products, payment method, or addresses associated with it.
- CANCEL: THIS IS FINAL. Should you decide that pausing or modifying your subscription just won’t cut it anymore and it’s time to stop receiving your coffee automatically, you have the choice to cancel the subscription altogether. But we want you to know that this is a permanent status; we cannot reactivate a subscription that has been cancelled.