What Is An Offline Order?
In the event that we cannot verify that the billing address, phone number, and email that you've provided match the information the bank has associated with the form of payment that you're using, your order will be sent offline. An offline order is a result of our Credit Card Security system red-flagging your order due to some sort of discrepancy.

Did I Get Charged?
A common misconception when dealing with an offline order is that the customer is being charged, but not receiving product. If for some reason you have received an email indicating that your order cannot be processed due to invalid Credit Card information, but yet your bank account is showing a charge please do not worry. There actually is no charge to your account, but rather a hold on the funds you were trying to use to purchase the product. The hold will be lifted once the validity of the Credit Card is established, or the order is cancelled.

What Do I Do Next?
If you receive an email explaining that your order has been sent offline, please do not despair. More times than not it is simply user error when entering your check-out information. You can either try to place a secondary order through our website, or you can just give us a call so we can make sure everything is being entered correctly. Please be advised that for every order that you place, there will be a hold for the price of that item put towards your account.


 What if my order shows as delivered, but I haven't received it? 

We apologize your package seems to be missing! Please check your front porch, back porch, mailbox, garage, mailroom and with neighbors or front desk staff to make sure it wasn't just hiding. If your package still hasn't turned up within two days of delivery, please reach out to us at sales@broadrivermercantile.com and we'll get you all squared away!



Still have questions?

Send an email to customerservice@broadrivermercantile.com or give us a call at 803.385.1240. Our customer service team is available Monday-Friday 8am-4pm EST.