05-13-2019 11:13 AM
I placed an online order a few nights ago and immidately realized I made a mistake when placing it. I figured I would be able to cancel the order and just remake it. The issue I'm running into is only some of the items were able to be canceled. Ideally I'd like to have it all canceled if possible, but the website says "We’re working on your order. At this point, we can’t change or cancel it" which is the message I got seconds after placing the order... I asked if customer service in store could cancel it, but they are also unable. The actual items wont arrive for another week and are still under the "preparing" status, and have not been shipped yet.
I'm not sure if anyone on the forums can help me out.
05-13-2019 12:57 PM
Welcome back to the forums. I’m sorry that you ran into some issues with that order.
As noted here, orders can generally only be cancelled for about 30 minutes after they are placed. After that, we aren’t able to cancel them. It sounds like you called in to double check on that.
Since the order can’t be cancelled, you best bet is to return those items when they come in. You should be able to do that by sending the products back, or bringing them into one of our stores under the Return & Exchange Promise.
If you have any other questions, or if there’s anything else I can assist with, please let me know.