FAQ's

1. How do I change my password on my account?

1A. You will need to contact us at shoppe@dna-group.biz and we can have a password re-set e-mail sent to the e-mail address on your account to re-set your password. OR you can choose to log in and select Forgot Password instead.

2. Why are all of the Coming Soon items sold out already?

2A. The items actually aren't sold out. The system only recognizes a 0 in stock and marks it as sold out. We post the coming soon items for you to see but until we receive them and update the quantities, they show as out of stock. Nobody can actually purchase the items until they arrive. (Phewph! Right? You thought you missed out on all of that stuff, huh?)

3. Why have the prices of the Coming Soon items changed when they arrived?

3A. The price showing in Coming Soon is the last price that item was sold at when it was last in stock. Once items arrive and are received into inventory, then any price changes are reflected at that time. If the price is of importance, please contact us before the shipment arrives and we can check for you if the price is going to be going up or not. Most products the prices only go up once every 12-24 months but, of course, the current market is unpredictable. We do what we can to keep the prices as low as we can.

4. How do the different payment options work?

4A.  Debit or credit card is using your actual cards with our secure processing.
Bank transfer to HSBC or Butterfield means you will need to go to your online banking platform and complete a bank transfer. We request you then send payment confirmation to orders@dna-shoppe.biz so that we know a transfer has been made. We will not release your order until the funds are showing in our account. The last option is cash on delivery. PLEASE put into the Comments box of the shopping cart, which is only available BEFORE you check-out, what denomination of money you will be paying with so we can bring the EXACT change with us upon delivery.

5. I'm trying to check out and keep getting an error message.

5A. You need an account to shop in our online store. This is so you can keep track of your purchases and any credits from our old POS system can be transferred. When you go to checkout, there is a log-in option. Just underneath it you will see, create an account. Choose that and fill in your name, e-mail and choice of password. You will then need to check a box verifying you are human and  MOST IMPORTANT (this is where everyone runs into an issue), there is a very light, small grey Submit underneath proving you are a human, PRESS THAT! You should receive an e-mail confirming your account is active. If you do not, then you have not completed the Creating of an Account properly. Please go through the sequence again and be sure to press that last Submit button!!! If we could change the way it looked, we would. We're working on it!!

 6. Can I use my gift cards for anything I want?

6A. Gift cards can be used for any in-stock items. They cannot be used for special orders. They also cannot be used for any printing services as that is a different company. 

7. Why is my credit/debit card declining? I know there are available funds.

7A. You must use the exact billing address that is used with the bank. Many locals have no problem, as they do with overseas websites, when entering their address.
We've also found many customers use auto-fill and sometimes the incorrect expiration or CVC number is being filled in. 
Please enter your number manually, not from memory or auto-fill, if you are having issues.
The last culprit is you may need glasses. We've found a few people were mis-reading their own cards and inputting the incorrect numbers.
Please try these fixes when attempting to check out and it is declining. It is usually one of the above when there are available funds.