My Order Did Not Go Through, But I See a Charge on My Card

If you attempted to place an order with Buitrago Cigars but did not receive an order confirmation and see a pending charge on your credit or debit card, don't worry—the transaction you see may be a temporary authorization hold rather than a completed charge.

Why Do I See a Charge If My Order Wasn't Completed?

When you submit payment during checkout, your bank or card issuer may authorize the transaction before the order is successfully completed in our system.

If the order is declined, interrupted, or otherwise unsuccessful, the authorization may still temporarily appear on your account as:

• Pending

• Processing

• Authorization

• Temporary hold

A pending authorization does not necessarily mean Buitrago Cigars has collected the funds.

How Do I Know If My Order Was Successfully Placed?

A successful Buitrago Cigars order should normally generate an order number and order confirmation.

You should also receive an order confirmation email at the email address provided during checkout.

Before attempting another purchase:

• Check your email for an order confirmation.

• Check your Spam or Junk folder.

• Sign in to your Buitrago Cigars account and review your order history.

• Verify whether you received a Buitrago Cigars order number.

If you do not have an order number or confirmation, please contact customer service if you would like us to verify whether an order was successfully created.

When Will the Pending Charge Disappear?

If the transaction was not successfully completed, the pending authorization will generally be released automatically by your bank or card issuer.

The amount of time required for the authorization to disappear varies by financial institution and may take several business days.

Buitrago Cigars does not control how quickly your bank releases a pending authorization.

For the most accurate information regarding when the funds will become available again, please contact your bank or card issuer.

Was I Charged Twice?

Not necessarily.

If you attempted checkout more than once, your bank may temporarily display multiple pending authorizations.

This can look like multiple charges even when only one—or none—of the transactions was successfully completed.

Before submitting your order repeatedly, we recommend checking whether you received an order confirmation or contacting our customer service team.

What If the Charge Is No Longer Pending?

If the transaction shows as fully posted or completed rather than pending, but you cannot locate an order confirmation, please contact Buitrago Cigars Customer Service so we can investigate.

Please provide:

• Your full name

• Email address used during checkout

• Approximate date and time of the transaction

• Amount of the transaction

• Last four digits of the card used

For your security, never send your complete credit card number, expiration date, PIN, or security/CVV code through email or a customer service ticket.

Why Didn't My Order Go Through?

An order may fail to complete for several reasons, including:

• Incorrect billing address or ZIP code

• Incorrect card information

• Insufficient available funds

• Card issuer decline

• Fraud-prevention or security verification

• Age or identity verification issues

• Browser or internet interruption

• Checkout session expiration

• Other payment-processing issues

Your bank may approve an authorization even when another part of the checkout process prevents the order from being completed.

Should I Place the Order Again?

First, verify that you did not receive an order confirmation or order number.

If you're uncertain whether the first order was successfully submitted, contact our customer service team before placing another order. This can help prevent duplicate orders or multiple temporary authorizations.

If your payment continues to be declined, contact your bank or card issuer to verify that your billing information is correct and that the transaction is authorized.

Need Us to Check Your Order?

If you are unsure whether your order was successfully placed, please contact us through the Buitrago Cigars Help Center.

Provide your name, email address, transaction amount, and the last four digits of the card so our team can review the transaction.

You can also review our Payment Methods & Payment Policy for additional information.

Thank you for choosing Buitrago Cigars.