Cancel or Change an Order
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Cancelling or changing at a glance
- Change window: 24 hours after you place your order, as long as production has not started.
- What can be changed: size, colour, design, shipping address, personalised text, or the whole order cancelled.
- Full refund for any order cancelled inside the window, issued within 7 days of our confirmation.
- After printing starts: the order cannot be cancelled, but every item stays covered by our 60-day returns.
- How: email [email protected] with your order number and the change you need.
1. Why there is a window at all
Native Heart Tee does not hold finished stock. When you click to place your order, we pass the details to a print partner in the United States, who schedules your item on a printer. Once ink is on fabric or a mug has been through the heat press, the item exists only for you and cannot be turned back into a blank. The 24-hour window is the time in which we can usually still catch an order before that happens.
Most of the time the window is generous. Some orders move to the printer sooner, especially simple tees on quiet days, and a few move later. Whatever the timing, the rule is the same: if we can still stop or change your order when your email reaches us, we will; if printing has already started, your items stay covered by our Returns & Exchanges Policy for 60 days after delivery.
2. How to request a cancellation or change
- Email [email protected] from the address you used at checkout, or include that address in your message.
- Put your order number in the subject line, followed by the word CANCEL or CHANGE. The order number is in your confirmation email.
- Describe exactly what you need: the item, the old and new size or colour, the corrected address, or the corrected personalised text.
- We reply to confirm whether the change was made, usually within a few hours during business hours and always within 1 business day.
Your order is not changed until you receive our confirmation. If the confirmation says the item had already gone to print, please read section 6 for your options.
Requests that arrive outside business hours
We read email Monday to Friday, Pacific Time. The 24-hour window is measured from the time on your order confirmation to the time stamp of your email, not to the time we read it. So if you write at 9 pm on a Saturday, 4 hours after ordering, your request is inside the window. If production has not started when we open it on Monday, we will make the change. Print partners do work some weekends, which is why we cannot promise that every weekend request will be caught.
3. What you can change
| Change | Possible inside 24 hours? | Notes |
|---|---|---|
| Size (for example L to XL) | Yes | Price differences between sizes are charged or refunded |
| Colour of the same design | Yes | Only colours offered for that product |
| Different design or product | Usually | We cancel the item and you place a new order, or we adjust it if the price is the same |
| Shipping address | Yes, until a label is created | Must be inside the US, Canada, Australia or New Zealand |
| Personalised text | Yes | Send the exact spelling, capitals and spacing |
| Add an item | No | Please place a second order; shipping is free so there is no extra cost |
| Remove one item | Yes | That item is refunded; the rest of the order continues |
4. Cancelling a whole order
To cancel everything, write CANCEL and your order number in the subject line. If we stop the order in time, we confirm by email and the full amount you paid is refunded to your original payment method within 7 days of that confirmation. Your bank may need a few extra days to show it. Full details of refund timing are on our Refund Policy page.
If the order includes several items printed at different facilities, it is possible for one item to be stopped and another to have started printing already. In that case we cancel and refund what we can and tell you exactly which item is going ahead. The item that goes ahead can be returned after delivery like any other.
5. Common situations
You typed the wrong address
You order an eagle tee as a birthday gift and, three hours later, realise you sent it to your own address instead of your brother’s in Colorado. Email us with the order number and the full new address. Because a label has not been created yet, we update the address and confirm. If you notice the mistake after the parcel has shipped, we cannot redirect it ourselves, but we can tell you which carrier has it so you can ask them about redirection options.
You chose the wrong size
You ordered a large wolf-moon hoodie and then checked our Size Guide and realised an XL is safer. Write to us within the window, and we swap the size before printing. If the window has passed, you can exchange the hoodie after it arrives; we pay to ship the replacement.
A spelling mistake in a personalised ornament
Personalised ornaments are printed exactly as typed. If you spot that “Katherine” should have been “Kathryn”, email us straight away with the correct spelling. Inside the window this is a quick fix. Once printed, an ornament with a customer typo is not covered as a defect, so speed matters here more than anywhere else.
You ordered twice by accident
Double orders happen, usually because a confirmation page was slow to load. Send us both order numbers and we cancel the duplicate and refund it in full, even if a little more than 24 hours have passed, as long as the duplicate has not been printed.
A discount code you forgot to use
If a public code was active when you ordered and you forgot to enter it, email us within the window and we will refund the difference. Codes that were not active at the time of the order cannot be applied afterwards.
6. When the window has passed
Once printing has started, we cannot cancel or change the item. This is not a penalty; it is simply how made-to-order works. You still have choices:
- Exchange after delivery for a different size or colour of the same design within 60 days. You pay return postage; we pay to ship the new one.
- Return after delivery for a refund of the item price within 60 days.
- Refuse to accept a parcel is not recommended: it adds weeks and, for international orders, can lead to return charges that we would have to deduct.
If the item turns out to be damaged, misprinted or wrong, none of these costs apply to you. See our Returns & Exchanges Policy.
7. Changes we make ourselves
Occasionally we need to change or cancel an order: a blank in your chosen colour and size is temporarily unavailable at the print partner, a design cannot be printed clearly on a particular product, or the address entered cannot be delivered by the carrier. We never substitute a different item without asking. We email you with the options, which usually include another colour, another size, waiting for the blank, or a full refund, and we act only on your reply. If we do not hear back within 5 business days, we cancel the affected item and refund it in full.
8. Orders that look unusual
To protect customers from misuse of their payment details, our payment provider may flag some orders for review. If an order is held, we may email you to confirm details. An order that cannot be confirmed is cancelled and refunded in full. We will never ask for your full card number, passwords or one-time codes by email.
9. Timeline summary
| Stage | Cancel? | Change? | If not possible |
|---|---|---|---|
| Ordered, within 24 hours, not yet printing | Yes, full refund | Yes | – |
| In production | No | No | Return or exchange after delivery |
| Shipped | No | Address only via the carrier | Return or exchange after delivery |
| Delivered | – | – | 60-day returns and exchanges |
10. Tips that help us catch your request in time
- Use the word CANCEL or CHANGE in the subject line, so the email is picked up first.
- Send one email with all the details instead of several short ones.
- Reply to your order confirmation email if you can; it keeps the order number attached.
- For gifts with a deadline, check the size, colour and address carefully before paying. Our Shipping & Delivery page explains how long production and transit usually take.
11. Questions about cancelling and changing
Can I change my order through my account?
Not at the moment. Accounts show your orders and addresses, but changes to an order already placed are made by our team, so please email us. This avoids an edit reaching the print partner after the item has started printing.
Will I be charged again if I change the size?
Only if the new size has a higher price, which happens on some larger sizes. We tell you the difference before making the change and send a payment link or refund the difference, as appropriate. If the price is the same, nothing changes on your payment.
I cancelled, so why do I still see a pending charge?
Some banks show the original authorisation for a few days even after a cancellation. Our refund is issued within 7 days of the cancellation confirmation; once your bank processes it, the pending amount disappears or a matching credit appears.
Can I pause an order until a later date?
We cannot hold an order in production for a later date, because print partners schedule work as orders arrive. If you need an item to arrive close to a specific day, cancel within the window and order again later, or contact us to talk through timing.
Can someone else cancel my order for me?
For your security we act only on requests from the email address used at checkout, or when the person writing can confirm the order number, the billing name and the shipping postcode. If you bought a gift and the recipient writes to us, we will check with you before changing anything.
12. Why we keep this policy short and firm
Made-to-order printing is what lets us offer many designs without warehouses full of unsold shirts. The trade-off is that a printed item cannot be unprinted. We would rather give you a clear 24-hour window and a long 60-day return period than a vague promise that sometimes fails. If you ever feel the rules worked against you unfairly, write to us; a person reads every message.
13. Contact
Email [email protected], or open our Submit a Ticket page for ready-made cancel and change subjects. We answer within 1 business day, Monday to Friday, Pacific Time. More answers are in the Help Center.
Native Heart Tee is operated by Nativehearttee, 160 Azure St., Morro Bay, CA 93442, United States.