Sundial Cloth Covered Wire
Solving Problems on the Web Site

We are terribly sorry if you are experiencing problems with our web site. We would be most appreciative if you would let us know of any problems you have had via email to custserv@sundialwire.com. You can use other forms of contact as well.

Major New Software Revision

On August 19, 2008, our shopping cart software vendor moved us to a major rewrite of their software. Although we have spent countless hours trying to troubleshoot prior to the new system going live, there are bound to be problems that we could not anticipate. We would really, really appreciate hearing about any weirdness or problems.

Possible Problems and Their Solutions

Credit Card Rejection

The most common problem people have when ordering is their credit card being rejected when it should not be.

• The name you enter on the payment screen at checkout must match what is on the card exactly. In particular, if there is a middle initial on your card, you must include that after your first name in the "First Name" box. Also, if your card has Jr. or Sr. or III, or something similar on it, it must be included after your last name in the "Last Name" box.
• The billing address must match the address your credit card company has for you EXACTLY, including the zip code. Everything, even odd things, in the way your address is printed on your credit card bill should be matched.
• It may be that your bank does not provide address verification information. Our credit card processor does address verification to try to ensure a lost or stolen card is not used. It is very often the case that cards issued outside the US do not provide this information. In this case it won't help to change any information. Please call or email Sundial and we should be able to get the charge to go through.

If your order fails to go through for any of these reasons and you cannot correct the problem by changing the information you have provided, please call or email Sundial. We can often correct the problem without your having to re-enter your order.

IMPORTANT: Please note that every time you hit the "Place Your Order" button, even if the order fails it will TEMPORARILY charge your credit card the full amount of the order. This is the way all of the credit card processors operate and is not under Sundial's control. The charges that were declined will go off your bill the following day. However, this could cause your card to go over its limit on the day you placed the order(s). You may be able to remove the temporary charges by calling your credit card company, but we're not sure. Sundial has no ability to have any affect in this case.

Web Site Not Behaving Properly

When the web site does not behave properly, the first thing to try is making sure the browser you are using is the preferred browser for the web site's software. On a Mac, Safari is the recommended browser. On everything else, Internet Explorer is recommended.

If you still encounter problems, please let us know and we will keep a list of solutions, as we find them, on this page.