Shopping Cart Checkout Errors and Issues

Here are the answers to some of the checkout errors and issue questions we’ve received.


I am unable to complete my order, because the website “spins” after I click on the checkout buttons. What do I do?

While difficulties completing an order are rare, we are sorry it happened to you. You may try changing browsers (Firefox, Chrome, Safari, or Internet Explorer) or devices (mobile, tablet, desktop) to see if the switch helps.

If the problem continues, our Customer Care team will be happy to help you complete your order over the phone. Our phone number is 1-800-393-6434.


I added items to my shopping cart the other day. I returned to ThermoWorks’ website and found an empty cart. What happened?

Shopping carts are dependent upon web browser cookies to recall information from one session to another. If you are not logged into your ThermoWorks account as you shop, have cleared your browser’s cookies between sessions, or are using a different browser (such as Safari, FireFox, Chrome, or Internet Explorer) than you did in a previous session, your cart will be empty.

If the problem continues, please all Customer Care to complete your order. Our phone number is 1-800-393-6434.


I’ve clicked on the Place Order button twice now and get a message on the top saying, “Unfortunately, we were unable to process your credit card with the information provided. Please double-check the information entered. If you continue to have problems, please contact ThermoWorks for further assistance.” What’s wrong?

This error typically means that there is a problem with your credit card information. Make sure you have typed the number, expiration date, and the 3 digit code on the back exactly as it is listed on your card. If you continue to have issues, our Customer Care team will be happy to help you place your order over the phone.


If Your Shipping Fee Seems Unusually High…

If you live in the United States, see if your browser auto-filled the ship-to country as the Virgin Islands (USA). If this happened, the shipping charge for your order will be too high.

Shipping: Virgin Island (USA) selected

Change the country to United States and the shipping charge automatically update to the correct amount.


I am trying to checkout with PayPal, but after I come back from the PayPal website, I see an error that tells me I need to choose a payment option. I’m confused, because I already chose PayPal.

If you see the error that reads, “Please select a payment method. If paying with PayPal, verify that your PayPal payment information is correct on the PayPal website,” it means that something was wrong with the payment option you selected on PayPal. Perhaps, the card information was mistyped or the card has expired. Perhaps, the bank account information was incorrect. Please go back to the PayPal website and make sure all of the information is correct before continuing.

If you have additional questions, please contact our Customer Care Team.


Contact Our Customer Care Team


Phone: Toll Free: 800-393-6434 6am – 7pm M-F, 9am – 4pm Saturday, MT

LiveChat: 6am – 5pm M-F

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