What you can change on an order — and whether you can cancel it — depends on where it is in its lifecycle. The earlier you reach out, the more options are on the table. See Order lifecycle and statuses for the full picture of where an order sits at each step.
#Before you approve
While the order is still being scoped or sitting at Pending Client Approval, almost everything is editable:
- Quantities — add or drop units.
- Products and variants — swap a sku, change colors or sizes.
- Decoration — adjust artwork, placement, or method.
- Shipping address or recipient list — update destinations.
- In-hands date — pull it in or push it out.
Some of this you can edit directly in the portal; for anything more involved, message your account team and we will revise the spec or the proof.
#After approval, before production starts
Once you approve, production is queued. There is usually a short window between approval and the first material being cut or decorated where most changes are still workable. Reach out as soon as you know — the sooner the better. We will tell you what is still possible and what it costs.
#Once production starts
Once production has begun, cancellations cannot be guaranteed. Per the terms, we will attempt to accommodate cancellation or modification requests on a best-efforts basis only in extreme or unusual circumstances. Material costs already incurred — decoration setups, materials cut, items already decorated — typically can't be unwound, and you remain responsible for the full order amount.
#Common change requests
- Adding or removing units — easy before approval; possible during production if stock and decoration capacity allow, often at additional cost.
- Swapping a recipient address — straightforward before the shipment is picked; once a label is generated, it gets harder.
- Changing the in-hands date — pulling it in may not be possible; pushing it out usually is.
- Changing decoration — fully open before approval. After production starts, expect re-setup or re-decoration costs if it can be done at all.
#After a shipment has gone out
If a recipient address turns out to be wrong after fulfillment, the package will either be returned to us or marked undeliverable. See Returns and claims for what happens with undeliverable shipments and the restock fees that apply.
See the terms for the binding language on cancellation.