Context

After completing a wire/bank transfer payment for a Stereolabs order, some customers notice that their order status on the portal continues to show "pending payment" even several days after the transfer was made. This can cause concern about whether the payment was received and may affect expected delivery timelines.

Answer

This is a known delay that can occur with wire/bank transfer payments. Wire transfers can take several business days to clear and be reflected in our bank account. Once the payment is received and verified by our accounting team, your order status will be updated and processing will begin.

If your order still shows "pending payment" after 5 or more business days from the date of your transfer, please take the following steps:

1. Send an email to orders@stereolabs.com with your order number.

2. Attach your proof of payment (e.g., remittance slip, SWIFT confirmation, or bank transfer receipt).

3. Our accounting team will verify the payment on their end and manually link it to your order if needed.

Once payment is confirmed, your order will be processed and you will receive a tracking number by email as soon as your parcel ships.

Please note: The portal status may not update in real time. A delay in the portal display does not necessarily mean your payment was not received. If you have submitted proof of payment, our team will investigate and confirm receipt as quickly as possible.