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ShipCalm Order Cancellation and Modification Policy

At ShipCalm, we understand that sometimes you might need to make changes to your order after it's been placed. We want to make this process as smooth and transparent as possible. Here's our policy regarding cancellations and modifications:

1. Orders in "On Order" or "Hold" Status:

Great news! If your order is still in the "On Order" status and you need to cancel or make changes, you can do so without any fees. Simply contact our customer support team as soon as possible, and we'll be happy to assist you with your request.

2. Orders in "Processed" Status:

Once your order moves to the "Processed" status, it means our team has begun preparing it for shipment. At this stage, cancelling your order may incur a Restock fee. This fee helps cover the costs associated with picking and processing the order and returning the items to our inventory since the order did not physically ship but work has been done on the order.

In some cases we if order is in the "Processed" status but has not yet been picked for packing, we can still cancel/modified it without the "Ship to Restock" fee. We cannot always guarantee this can be done based on volumes and workflow. In this specific scenario, please contact our customer support team immediately, and we'll do our best to accommodate your cancellation/modification request.

3. Orders in "Shipped" Status:

Orders in a shipped status in most cases cannot be retrieved due to carrier pick up times and shipment volumes. If your parcel can be retrieved by the team your order will incur a Restock fee. This fee helps cover the costs associated with picking and processing the order and returning the items to our inventory since the order did not physically ship but work has been done on the order. Please contact our customer support team immediately, and we'll do our best to accommodate your cancellation/modification request.

Important Considerations:

  • The "Processed" status indicates that our warehouse team is actively working on your order, which may include printing labels, gathering items, and preparing for shipment.
  • The "Ship to Restock" fees amount will vary depending on the specifics of your order. Our customer support team will inform you of the exact fee amount when you request a cancellation of an order in the "Processing" status.
  • NOTE: Please communicate with our team immedietely anytime there are modifications or order cancellations upstream (ShipStation or Shopify) to ensure the systems downstream have synced appropriately.