When it comes to online shopping, sometimes things don't go as planned. You might order the wrong variation of a product or accidentally use the wrong payment method or shipping address. In such situations, it's natural to feel frustrated and wonder if there's anything you can do to fix the mistake. Fortunately, we have policies in place that will allow you to cancel and reorder products under certain circumstances.
Approved List of Reasons to Cancel and Reorder a Product
Ordered Wrong Variation of Product
Example: If you ordered the peach scent of a candle and the promotional offer was for the vanilla scent
Ordered From the Wrong Seller or ASIN
Example: The questionnaire for the item noted that the product is sold by Amazon.com and the ASIN ends in XYZ but you accidentally ordered the product from Candles USA with the ASIN ending in ABC.
Forgot To Clip a Coupon or Apply a Promotional Coupon Code
Example: You purchased from a Promotional Launch where the questionnaire noted a Promotional Coupon Code at checkout to receive instant savings, but you forgot to apply the code.
Subscribe & Save Delivery Date is More Than 14 Days Out
All items must be delivered within 14 days of the product purchase. If the delivery date for the order exceeds this due to Subscribe & Save, you will be asked to either change the delivery date or if not possible, cancel the order and reorder with the soonest delivery date.
Used Incorrect Card for Payment
Example: You used your husband's credit card when you meant to use your debit card.
Used Incorrect Shipping Address
Example: The last item you ordered was sent to your nephew for his 1st birthday and you forgot to change the delivery address from his to yours for the candle that you will appreciate way more than a one-year-old would.
Basically, if the order has not shipped yet, it can be cancelled and reordered.
Important Notes
If an order you submitted a questionnaire for is cancelled, the order must be replaced with the new order details sent to us so we can update the order in our system.
If an order gets cancelled and is not replaced or the new order details are not sent to us, the seller will see the cancelled order and restrict your account.
If the order has already shipped, it can no longer be cancelled and updated.
In this case, please reach out to us for next steps.
If the reason you need to cancel an order is NOT one of these reasons, please contact us before doing so.
If your cancellation reason is on the approved list, your original order has been cancelled, and a new order has been placed, please contact us with your old order number, new order number, and new order screenshot. Our CS Team will then update the order details like nothing ever happened.