Need to make a change to your order? Here’s what we can help with.
What we can change
- Shipping address — As long as the order hasn’t shipped yet, we can update the address.
- Add or remove items — We can adjust your order if it hasn’t been packed yet.
- Swap a backordered item — If something in your order is out of stock, we can swap it for an in-stock alternative of similar price, or remove it for a refund.
- Email address correction — If you used the wrong email at checkout, let us know the correct one.
How to request a change
Contact us as soon as possible with your order number and the change you need. The sooner you reach out, the better the chance we can catch it before it ships.
Once an order has shipped, we cannot make changes to it.
Timing — when can we still make a change?
Our office hours are Monday to Saturday, 10am–4pm EST, and orders ship at the daily carrier cutoff — 3:30pm EST for USPS (Monday–Saturday) and 3pm EST for DHL (Monday–Friday). Whether we can make a change depends on whether your order has been packed and shipped yet:
- Requested before office hours: For an order placed the previous day after the cutoff, or the same day before we open, we can usually accommodate the change.
- Requested during office hours, before the carrier cutoff: We can usually help if the order was placed after the previous day’s cutoff, on a Sunday (Saturday or Sunday for DHL), or the same day.
- Requested during office hours, after the carrier cutoff: We can’t make changes — the package has already left us.
Note: If your order was placed during or before office hours the previous day (or earlier), we generally can’t change it, as it has already shipped. The exception is an order with a backordered item — since it hasn’t been packed yet, it can still be changed.
For more on shipping timing, see When Will My Order Ship? For how to reach us, see How and When to Contact Us.