International Check-Out Payment Problems:
If you are an International Customer and you are using a credit card that has a billing zip code located outside of the United States, you may find that your payment will be declined and the error message is: card.address.region. If this happens, you should try one of the following to resolve this payment issue in order to finalize your order on our website...
1). Call the bank who funds your credit card and ask them for a United States Zip Code. Enter this billing zip code at checkout when you enter the expiration date and ccv number. This is an added security measure that credit card banks and merchants have put in place.
2). Complete the checkout process with another payment method like PayPal.
New Website: FAQs!
June 29, 2015
Why am I unable to log into my account on your new site?
In addition to a new design, our website has an entirely new back-end, so unfortunately your old account is no longer active. You will need to create a new account with us. We understand any concerns with this – we’d definitely prefer to bring old account information over to the new site! - but unfortunately we were not able to integrate the two systems.
When I try to create an account on your new site, it says my email address is already in use?
If you receive a pop-up message that reads: The email address: [your email address] is already in use. Please enter a different one. This means that we have transferred over some of your account information and you'll simply need to reset your password (note: you can use the same password as before).
To reset your password:
1. Go to the reset password page by clicking here.
2. Enter your email address and click Email me reset link.
3. Check your inbox for an email with the subject line Instructions for resetting your store.bonvivantequine.com account password. If you do not see the email in your inbox within 10 minutes, check your spam or junk folder.
4. Click the Change password button in the email. You will be taken to the Reset password page.
5. Enter your new password twice, once in the field labeled New password, and again in the field labeled Retype password. Click the Reset password button.
I received a vague automated email from you asking me to reactivate my account? Is it OK to click?
Yes! Sorry if it looked spammy. If you had an account with us on our old website, you should have automatically received an “invitation” to reactivate your account on our new site. If for some reason you did not receive the automated email even though you previously had an account with us – not a problem. You can still create an account on the new site here.
I made an order on your old site and I am unable to view it in my new account! How am I able to check on the status of an order if I can’t see it?!
Unfortunately, outstanding or past orders made on the old site will not be visible in your new account. Don’t fret! The order still exists and we are working diligently to ship out all outstanding orders. You will receive an email confirmation with tracking information when your order is fulfilled! If you would like to log into your account on our old site, please click here.
I submitted a message through the contact form on the old site and still haven’t received a response. Will my message now go unanswered?
We still have access to the old site’s back-end for fulfillment and administration purposes. This means that if you wrote to us on our old site, we can still view and respond to any outstanding messages. We appreciate your patience with us as we catch back up with customer service inquiries.
I have a question about the status of an order that I made on your old site. How can I inquire about it?
If you have any questions or concerns about the status of an order made on the old site, feel free to contact us here. Be sure to note the order number and the item(s) on the order so we can locate it.
I had a gift card on your old site that I no longer have access to. Will I be able to use it on your new site?
We have successfully transferred gift card funds over to the new site! An email has been sent to advise recipients of the card's reactivation. Please note that the code on the gift card has not changed.