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At Printitize, we understand that plans can change and that you may need to cancel or modify an order after placing it.
Because many of our products are personalized or made to order, we begin preparing orders for production as soon as possible. Please review this policy to understand the applicable time limits, conditions, and procedures.
1. Order Cancellation
You may request to cancel your order within 2 hours of placing it, provided that production has not already started.
To request a cancellation, please contact our support team and include:
- Your order number
- The email address associated with your order
- The reason for cancellation
Cancellation Conditions
- Requests must be submitted within 2 hours of order placement.
- Orders that have already entered production cannot be canceled, even if the request is submitted within the 2-hour window.
- Orders that have already been shipped cannot be canceled.
- All cancellations are subject to review and confirmation by our support team.
Important: Submitting a cancellation request does not automatically cancel your order. Cancellation takes effect only after Printitize confirms its approval.
2. Order Modifications
You may request changes to your order within 4 hours of placing it.
Depending on your order status, the following changes may be possible:
- Personalization details, including names, photos, dates, text, and custom messages
- Product size, color, or available variants
- Order quantity
- Shipping address
Modification Conditions
- Requests must be submitted within 4 hours of order placement.
- All changes require review and confirmation.
- If production has already started, modifications may still be considered when our production team confirms they are feasible.
- Changes are not guaranteed, even when submitted within the permitted time window.
- Requests after 4 hours are not eligible under our standard modification policy.
Changes to size, product variants, or quantity may result in a price difference. Any applicable adjustment will be reviewed and communicated on a case-by-case basis.
Your original order details remain in effect unless Printitize confirms the requested changes.
3. Temporary Order Hold During Review
When we receive a cancellation or modification request within the applicable time window, we will temporarily place the order on hold while our support team reviews the request.
This helps prevent further order processing while the request is evaluated.
- An order hold does not guarantee approval.
- A hold does not reverse production steps that have already been completed.
- Cancellation cannot be approved once production has started.
- Modifications to orders in production depend on technical and operational feasibility.
- If the request is declined, the order may resume processing using its original details.
Our support team will notify you of the outcome.
4. Shipping Address Changes
Please carefully review your shipping address before completing checkout.
You may request an address change within 4 hours of placing your order. All changes depend on order status and support confirmation.
If your order has already shipped, an address change may not be possible. We may attempt to assist through the shipping carrier, but we cannot guarantee that the request will be successful.
Customers are responsible for providing accurate and complete shipping information at checkout.
5. Refunds for Approved Cancellations
If your cancellation is approved before production begins, you will receive a full refund of the amount paid for the canceled order.
Refunds are issued to the original payment method used at checkout.
Approved refunds will be processed within 5–7 business days from the cancellation approval date.
- Refund processing starts after cancellation approval, not when the request is submitted.
- Banks and payment providers may require additional time to credit the refund.
- Orders already in production are not eligible for cancellation refunds under this policy.
Issues involving defective, damaged, or incorrectly produced products are addressed separately under our Refund & Replacement Policy .
6. How to Request a Cancellation or Modification
Please contact our support team through:
- Support Ticket: Submit a request through our customer support system.
- Support Email: Send your request to the email listed on our Contact Us page.
Include your order number, checkout email address, and a clear description of your request.
Cancellation requests must include a reason. Modification requests should include the exact corrected details.
Our support team aims to respond within one business day.
Support hours: 9:00 AM–5:00 PM, Monday–Saturday.
Please note: Eligibility is determined by the time your request is received, the applicable request window, and the order’s production or fulfillment status. A request submitted on time still requires approval.
7. Customer Responsibility
Customers are responsible for reviewing their order details before checkout:
- Product selection, size, color, and quantity
- Names, photos, dates, messages, and personalization details
- Shipping address and contact information
If production has started based on incorrect details provided by the customer, PTT does not provide free cancellations or modifications for those customer-provided errors.
Free replacements are not provided solely for customer-submitted personalization mistakes after production has started.
If Printitize produces an item incorrectly compared with the accepted order details, the issue will be handled under our Refund & Replacement Policy .
8. Additional Terms
All cancellation and modification requests must comply with the applicable time limits and conditions in this policy.
Printitize reviews requests based on the information provided, the order’s status, and the feasibility of the requested action.
An order is not considered canceled or modified until Printitize confirms the change.
This policy does not limit any rights or remedies available under applicable consumer protection laws.
9. Related Policies
For additional information, please review:
Need Help With Your Order?
If you need to cancel or modify an order, please contact our support team as soon as possible.