Everything you need to know about the payment methods we offer, our payment process, and managing your account.
We only offer credit, debit card and PayPal payments via our site. Unfortunately we can’t take orders over the phone either, as all of our data security is secured to work via our website.
For card payments, we use Stripe (www.stripe.com) as our payment processor and they allow us to have the industry’s highest level of data security (https://stripe.com/docs/security/stripe) which is actually the same standard as PayPal’s – i.e. PCI DSS Level 1, the payment industry standard for data security.
We think most people have probably purchased something online these days, but if you don’t have a card or PayPal, one tip from an amazing customer of ours was that she uses a prepaid Visa debit card (commonly available at Australia Post, Woolworths and Coles) to do all of her online shopping. That way she can control exactly how much she spends online without any exposure of her personal cards or accounts.
Alternatively, you could see if there is a stockist near you. We have our list of stockists here, and it’s constantly growing – nopong.com.au/stockists
Our system is set by default to allow transactions, but before any payment is completed successfully it has to be “approved” by the customers bank.
When a payment fails, we’re also not usually given any details around why, because in almost all cases of a transaction not processing, it’s the cardholders bank declining the transaction rather than us.
If you contact your bank, they should be able to provide a reason why this transaction isn’t being allowed.
Alternatively, you could try using another card, or see if you can purchase from one of our stockists – nopong.com.au/stockists
The monthly club is cheaper than ordering single tins on an ad hoc basis and you can cancel at any time, however, we have noticed a few people who sign-up for the monthly club and then cancel it immediately to get the lower price, which is not in the spirit of the Monthly Club. We want this subscription to be for those who know and love No Pong already 💌
Your first Monthly Club will be the same as a single tin and the savings come after that!
It’s no problem to cancel your subscription at any time, and it is our policy that all customers manage their account via their account page. This is to protect customers and their privacy.
This is mentioned in our Terms and Conditions, and Privacy Policy that everyone agrees to when they checkout.
The only time we would intervene is if there way a technical difficulty with the site, in which case we’d be delighted to help, however, if you are reading this, our site is working!
You may access your account at https://www.nopong.com.au/my-account/
If you cannot remember your password, there is a reset password option as well.
Oooh that’s an easy one. You can manage your address changes in “My Account” toggle of our website.
Please ensure you change both your billing and shipping addresses as needed.
Also, if you have an ongoing subscription, please ensure you check the box that states “Update the billing used for all of my active subscriptions” e.g. below
As our system is actually set to accept all orders, it means that any payment fail is typically due to a customer’s bank declining it.
This can sometimes happen even if there are funds on the card, but we’re not usually provided with any reason for this to have failed, as it’s not something that we have any control or visibility over.
When an order fails, it goes into a “pending” status in our system. You can still view it, and re-process payment if you log into your account at nopong.com.au/my-account and click through on your order in there.
We use a highly secure payment processor called Stripe (www.stripe.com). The $1 that may appear on your statement is an “authorisation” by Stripe. They do this to check the validity of a credit card (i.e. an fraud protection measure).
Depending on your card, Stripe may first try a $0 authorisation, but if that fails for whatever reason, they then try to authorise $1. More details around this are on the first point here – www.nopong.com.au/terms-and-conditions/
Something to note – it’s an “authorisation” not a “charge”, and it will automatically drop off your statement at your bank’s discretion, usually a few days to a week.
Our system is actually set to allow all transactions, so when a payment fails for whatever reason it’s typically the cardholder’s bank that is declining it, rather than us.
Given this, we’re not usually given any reason why, so the only thing I could suggest is to speak to your bank to find out why this transaction was declined.
Alternatively, you could try with another card, or find one of our stockists here – nopong.com.au/stockists
If you still can’t find the answer you’re looking for, drop us a note via our contact page here. Remember to be nice – we’re people too! 🙏