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What should I do if I receive the following error message at checkout?

‘An error occurred. Please try again'

This message indicates that there may be an issue with your selected form of payment. To place your order, please follow these steps:

  • Use another form of payment such as a different credit or debit card, or a PayPal account
  • Try to complete your purchase using a different web browser on your PC, Mac, or mobile device
  • Contact your bank or card issuer to authorize the purchase and attempt to complete your purchase again

If you continue to experience issues placing your order, please contact us and provide a screenshot of the error message that you are receiving so that we can assist you.


What should I do if I can't add a product in the cart or if I am
unable to place an order? 

Try to complete your purchase using a different web browser on your PC, Mac, or mobile device.

If you continue to experience issues placing your order, please contact us and provide a screenshot of the error message that you are receiving so we can assist you.


What should I do if I did not receive a confirmation email after ordering a product?

Please check with your bank or card issuer to see if the transaction was successful. If successful, please contact us and provide a screenshot of the proof of payment so that we can assist you.


Is there a limit to the number of products that I can purchase?

There are no quantity limits.


To where does Withings deliver?

Delivery information is available here. Note that we do not ship to P.O. Box or Packstation addresses.


Do you offer free shipping?

The shipping costs are indicated once you have entered your shipping address in the basket section of your order. For orders over $115, shipping is free.

Click here to see if free shipping is available to your location.

Important: some destinations, such as Canada and Mexico, impose customs charges which you will need to pay. These charges, according to the rate in force and imposed by the local customs of the country, will be charged to and are the responsibility of the recipient.

Note that all North America, Canada, and Mexico orders ship from North Carolina, USA.


Can I use coupons or other promo codes to buy a product?

You may use valid coupons to place an order from withings.com. Please note, however, that our coupons and promotional codes provide a discount off of the MSRP of the given product. They do not provide a discount off of items which are already discounted due to a promotion or sale.


When will I receive my order?

We do our utmost to ensure that all orders are delivered on time. However, it is possible that the delivery of your order may take longer than expected due to high shipping volumes. In these cases, you will be notified of the delay via email.

Feel free to check the status of your order using the tracking number provided in your shipping confirmation email or by visiting the Order status page.

If you have not received your order, make sure the shipping address provided when you placed your order was correct. If the tracking on your order says that it was delivered, but you have not received it, please check with neighbors, your nearest post office, or a local pick-up point to see if it was shipped to any of those locations.

If your order is not at any of those locations, or it is late by more than 5 business days, feel free to contact our Customer Service team here.


What is the return window?

Our standard return window is 30 days from the date of purchase.


What if a product goes out of stock? How can I know what is out of stock?

If a product is out of stock and will be replenished, you will be shown a page to pre-order the product rather than purchase it. You will also be shown the estimated shipping date when pre-ordering the product.

If the product is out of stock, but will not be replenished, it may either say 'Out of Stock' or no longer appear on the online store. 


How can I change the shipping address of my order?

As soon as the order status shows ‘processing’, we are unable to update your address.  Your package will be delivered to the address that you provided when you placed your order. If the carrier is unable to deliver the package to that address, it may be sent back to us or to the nearest post office.

If the package is delivered to the nearest post office, it will be available for pickup there for 10 days. If it is not picked up after 10 days, it will be returned to us. 

Once the tracking information for your original order shows 'Back to Sender,' we will start the refund process for that order. 


How can I edit an order (add, remove, or change an item)?

It is not possible to modify the contents of an order once it has been placed. If you wish to add, remove, or change an item in your order (including a change of color or size), the order must be canceled and placed again. Information on how to do this can be found below.


How can I cancel an order?

You are able to cancel an order only when the Order Status page shows the following status:

  • Your order is processing. We will now proceed to the debit of your order on your banking or PayPal account.
  •  Your order is confirmed. We are now starting preparing your shipment.

To cancel your order, please visit the Order Status page and click on Cancel my order at the bottom of the page.

The order cannot be canceled if the Order Status page shows the following status:

  • Your order is being prepared and is about to be shipped.
  •  Your order has been shipped, here is your tracking number: XXXXXXXXXX

If your order has already been shipped, you can refuse it upon delivery or return it once you receive it. If you choose to accept the order and then return it, be sure to contact us before returning it so that we can provide you with a return label. Orders returned without this label will not be accepted.


Why has my order been canceled?

If your order has been canceled because it was suspected to be fraudulent, don’t panic! This may occur if a higher-than-normal security risk has been detected with your order. Keep in mind that this is done for your protection.

When placing an order, please ensure that the billing and shipping addresses match. Please note that it may be necessary to contact your bank or credit card company to ensure that they authorize the charge on their end.

If you have verified the above, and are still unable to place your order, please try placing the order using an alternate payment method such as a different debit or credit card or PayPal. All orders placed via PayPal are guaranteed to be approved.

Please note that it is possible for there to be a pending charge on your original payment method. This is a temporary authorization placed to secure the payment. This authorization should clear within 2-7 business days, depending on your financial institution.

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If you need assistance because of an issue which would not be resolved through troubleshooting, such as a product with physical damage, please contact our Support Team.