How payment works at Pilamed — what we accept, when you're charged, and what to do when something goes wrong. Our checkout runs on Shopify Payments.
What We Accept
All the major cards: Visa, Mastercard, American Express, Discover, Diners Club, and JCB. Digital wallets too — Shop Pay, Apple Pay, Google Pay, Meta Pay, and PayPal. Shop Pay Installments is available on eligible orders.
What actually appears at your checkout depends on your country, your device, and the order total, so the list you see may be shorter than the one above.
Where Your Card Details Go
Not to us. That's the short version.
Shopify Payments handles the transaction, running it through infrastructure certified to PCI DSS Level 1 — the highest tier in the card industry's security standard. Your card number and CVV are processed there and never stored on Pilamed's systems. Everything moves over an encrypted connection, and where your bank supports 3D Secure, that layer applies as well.
This matters more than most payment pages let on. A merchant who stores card data is a merchant who can leak it. We don't hold it, so we can't lose it.
When You're Charged, and in What Currency
The charge goes through when you place the order — not when it ships. So you'll see it on your statement straight away, before the parcel has moved. Cancel before dispatch and the refund starts immediately.
Everything on the site is priced in US Dollars, and USD is what you're charged in. If your card is denominated in something else, your bank converts it at their rate and may add a foreign transaction fee — usually somewhere between 1% and 3%. That fee is entirely theirs. We see none of it.
Paying in Instalments
On larger orders, Shop Pay lets you split the total into four payments spread over six weeks, interest-free. Select Shop Pay at checkout and the option appears if your order qualifies. Bigger orders may also offer longer monthly plans, with the rate and terms shown before you commit to anything.
Worth knowing: Affirm runs this, not us. Their terms govern the financing side of your purchase. The standard four-payment plan generally doesn't affect your credit score, while longer plans may involve a soft check and carry interest — both disclosed at checkout, never after.
When a Payment Is Declined
Nothing is charged and no order is created. The usual culprits:
- Billing address doesn't match what your bank has on file
- Not enough funds or available credit
- CVV typed wrong
- 3D Secure step abandoned or timed out
- Expired card
- Your bank flagged it as unusual — very common on a first international purchase
You might still spot a pending charge afterwards. That's an authorisation hold, not a payment. Your bank releases it on its own, generally within 1 to 7 business days. We never received that money and can't release it any faster.
Stuck at checkout? Write to support@pilamed.com and we'll help work out what's blocking it.
Tax
Sales tax is worked out at checkout from your shipping destination, in the states where we have a tax obligation. Shopify calculates the rate and shows it before you pay.
Tax-exempt? Many of our customers are — hospitals, non-profit clinics, and resellers holding a valid certificate. Send it to support@pilamed.com before you order so we can set your account up correctly. Doing it afterwards means a refund, which is slower for everyone.
International orders carry no US sales tax, but duties and import charges may apply on arrival. Those are covered in our Shipping & Delivery Policy.
Fraud Checks
Every transaction passes through automated screening. Almost all of them clear instantly and you'll never know it happened.
Occasionally one gets held for review. Mismatched billing and shipping addresses will do it, so will a large first order from a new customer, or a buying pattern that looks out of the ordinary. When that happens we email you, and a short reply confirming your details normally clears it inside a business day.
We do reserve the right to cancel orders we believe are fraudulent. If a payment was captured on one, it's refunded immediately.
Refunds
Whether you're entitled to one is covered by our Refund & Return Policy — this section is only about the mechanics.
Approved refunds are issued within 3 business days, back to the original payment method. Your bank usually needs another 5 to 10 days before it appears on your statement.
Paid through Shop Pay Installments? The refund clears your outstanding instalments first, then works backwards through what you've already paid. If the plan was finished, the whole amount returns to your card.
Chargebacks
Please email us before you dispute a charge with your bank. Not because we want to talk you out of it, but because we can almost always sort the problem out in a day, and a chargeback takes 30 to 90.
Charges from us show up as "PILAMED" or "SP * PILAMED". If that doesn't ring a bell, check with your colleagues first — in a practice, the card often belongs to one person and the order was placed by another. Unrecognised charges turn out to be legitimate orders far more often than not.
Email support@pilamed.com with your order number and what's concerning you. We reply within a business day. If we genuinely can't resolve it, your right to dispute with your bank remains fully intact. But chargebacks filed without contacting us first may result in us declining future orders from that account.
Contact
Pilamed
Email: support@pilamed.com
Support Hours: MON–FRI 10:00 AM – 5:00 PM EST Time
We reply within 24 hours (Mon–Fri).
Address:
2645 NE 207 Street, Aventura, FL 33180, United States