Question 1

Why am I seeing multiple small ShopHQ charges each month?

Accepted Answer

ShopHQ offers an interest-free installment option called ValuePay on many items. Instead of paying the full price up front, your purchase is split into several monthly payments that are automatically billed to your card until the balance is paid. Each ValuePay installment appears as a separate ShopHQ charge on your statement. You can see your remaining installments and schedule by logging into your account and checking the ValuePay or Payment section.

Question 2

What are common amounts ShopHQ might charge my card?

Accepted Answer

ShopHQ charges can range from small amounts (under $20) for beauty or accessory items to higher amounts for jewelry, electronics, and home products. If you used ValuePay, you’ll typically see smaller, repeated charges that represent each installment rather than the full product price. Your statement amount may also include shipping, handling, and applicable taxes. Compare the exact amount and date to your online order history or email receipts from ShopHQ.

Question 3

Why do I see a pending or duplicate ShopHQ charge on my card?

Accepted Answer

When you place an order or update your payment method, ShopHQ may place a temporary authorization hold to verify your card, especially on larger orders or first-time purchases. This can look like a duplicate charge but usually falls off within a few business days when your bank releases the hold. Only the finalized charge for the shipped order or ValuePay installment should remain. If an authorization stays pending for more than a few days, contact your bank and ShopHQ Customer Service with the transaction details.

Question 4

How do I cancel a ShopHQ order, auto-delivery, or ValuePay plan?

Accepted Answer

To cancel an order, log into your ShopHQ account and go to Order History; if the order is still in processing status and not yet shipped, you may see an option to cancel. For auto-delivery items (such as recurring shipments of beauty or consumable products), manage or cancel the program from your account settings or the specific item’s subscription page. ValuePay plans themselves can’t usually be cancelled once the product has shipped—you’ll either need to return the item within the return window (after which remaining installments are adjusted or cancelled) or continue paying the scheduled installments. If you need help, reach out to ShopHQ Customer Service via phone or online chat.

Question 5

How can I request a refund or return for a ShopHQ purchase I don’t recognize or don’t want?

Accepted Answer

ShopHQ has a return policy with a defined return window (often around 30 days from receipt, but it can vary by product category or promotion). If you still have the item, follow the return instructions included in your package or start a return from your online account to print a return label; once the item is received and processed, your refund or ValuePay adjustment will be issued back to the original method of payment, minus any applicable return shipping fees. If you don’t recognize the purchase, check household members’ orders and your ShopHQ account history; if it still appears unauthorized, contact ShopHQ immediately and then your bank or card issuer to dispute the charge if needed.

Question 6

How do I contact ShopHQ about a charge on my statement?

Accepted Answer

You can contact ShopHQ Customer Service using the phone number listed on your billing statement or by visiting shophq.com and clicking on the Help or Contact Us section. There you’ll typically find a customer service phone number, live chat (during posted hours), and an email/contact form. Have your order number, account email, and the exact charge amount and date ready so they can quickly look up the transaction. If you ordered by phone and don’t have an online account, customer service can still locate your order using your name, address, and card details.

Question 7

Why was my ShopHQ charge higher than the on-air or online price I remember?

Accepted Answer

The amount you see on your statement may include shipping and handling, sales tax, and any additional items you added to your cart or phone order. If you used ValuePay on multiple items, you may see the combined installment amounts for several products billed on the same date, which can make the charge look larger than a single item price. Promotions or coupons may also have specific conditions (such as excluding shipping or certain brands), which can affect the final total. Review your detailed order invoice in your ShopHQ account or in your email to confirm how the total was calculated.

Question 8

Can ShopHQ charge my card after I’ve returned an item or changed my payment method?

Accepted Answer

If you return an item within the allowed period and it is accepted, ShopHQ should stop future ValuePay installments for that item and refund any eligible payments, less return shipping or restocking fees where applicable. However, if your return is delayed, incomplete, or falls outside the policy, scheduled installments may still process until the return is fully received and processed. When you change your card on file, ShopHQ may retry previously declined ValuePay installments or outstanding balances on the new card, which can create new charges on your statement. For any discrepancies after a return or card update, contact Customer Service with your tracking information and order details.

ShopHQ

About ShopHQ

Bank Statement Variations

Frequently Asked Questions