Trouble logging in to your account? Difficulties placing an order? That's not cool. We apologize. The good news? You're in the right place.

Here are some common problems, along with detailed tips on how to troubleshoot common site issues. In the event these do not resolve your concern, please proceed with filling out the tech support request form below.

I've tried to checkout and I'm getting an error or the cart will not let me proceed. What's going on?

The good news is that you're often looking at something fairly simple. In fact, many people don't even realize the following can be an issue:
  • Your Firewall/security/privacy settings are preventing data from being transmitted.

  • Your computer does not have installed JavaScript.

  • JavaScript is installed, but the installation of new software, security patches and/or a change in your security settings have rendered JavaScript inoperable on your current computer.
  • Your JavaScript settings have been set to 'prompt.' If this is the case, you will see a screen or pop-up that warns you about potentially dangerous scripts or non-secure websites.
  • Your Cookies have been set to 'off.'

Okay... so how do I check the items above? How do I fix them if I find one to be the case?

If you have a firewall or security blocker in place, you'll want to find & open that application.
Common names are McAfee, Norton Anti-Virus, AVG, etc. Windows and Mac also have their own firewalls that may be the culprit.

How To Disable Or Reconfigure Your Firewall Settings:

For Windows PC:
Hit Start (bottom left corner) on the desk top > Control Panel > You should see a search box option on the right. Type ‘firewall’ in to the search box and continue. From there, you should be able to activate or deactivate the firewall by selecting the appropriate options/on/off boxes.

On a Mac:
Select System Preferences > Security > Firewall > make sure to unlock the option by hitting the lock icon in the lower left corner. You will need to enter your administrator username and password. After that, you will be able to alter your settings.

Mac & PC:
Both Mac & PC computers allow you to re-configure your firewall by using ‘Advanced’ settings. It is in this area where you can add our website address(es): and as connections that are safe and therefore, allow you to safely bypass your firewall and enjoy the best user experience we can provide.

Other anti-virus programs will follow a similar protocol. You will also be able to add the links above as ‘safe sites’ you visit.

Please refer to our privacy policy—we do not sell your private information. It is important to note that we keep your information protected by DigiCert, in addition to secure server, WorldSecureSystems.

It is important to note: if you update your software or settings, you may need to do this again in the future.

How to Enable JavaScript (Google Chrome):


  • 1. Click the chrome menu icon on the browser toolbar > Select Settings.
  • 2. On the "Settings" page, click the Show advanced settings... link.
  • 3. In the "Privacy" section, click Content settings...
  • 4. Select Allow all sites to run JavaScript (recommended) in the "JavaScript" section.
  • 5. Click Done.

You can follow these steps on other browsers as they react in much the same way. Mozilla Firefox Support, Safari and IE each have easy-to-follow guides that will allow you to enable JavaScript and get back to your favourite products.

How to Enable Cookies (Google Chrome):

  1. Select Settings.
  2. Click 'Show advanced settings'.
  3. Click Content Settings, in the 'Privacy' section.
  4. In the 'Cookies' section of the dialog that appears, make sure 'Allow local data' to be set is selected to allow both first-party and third-party cookies.
  5. Click Close.
You can follow these steps on other browsers as they react in much the same way. Mozilla Firefox Support, Safari and IE each have easy-to-follow guides that will allow you to enable Cookies and input GS as an 'exception.'

How to Clear Your Browser's Cache & Data History:

1. Log out of your GS account. Close all other open browser windows.
2. Click the menu icon on the browser toolbar.
3. Select Tools, then select Clear browsing data.
4. In the dialog that appears:
  • Choose the amount of data you want to delete from the drop-down list. Select 'the beginning of time' to delete everything.
  • Select the Empty the cache checkbox.
5. Click Clear browsing data.
6. You may need to clear your cache more than once under certain circumstances. If you’ve had tabs disappear while trying to check out, that would be one of the out-of-the ordinary circumstances. Make sure you’ve logged out, simply clear your cache and then try again.
**Please follow similar instructions as given by your browser provider (Firefox, Safari, IE.)

If this didn't solve your problem, it's time to escalate the issue to tech support. Please provide the details about your issue using the form below. A support specialist will review your submission and be in touch with further instruction. We appreciate your patience.

***Please note: if you are using an older version of IE (Internet Explorer), some features of this website may be unavailable.  
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