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How to Cancel an Order

Use these steps to cancel an order before it ships. If the order is already in picking, packed, or shipped, see special cases below.

  • Instructions:
  1. Have the order number ready and please email shipping@shipologyus.com letting the team know you would like to cancel
  2. If the order came from a storefront (Shopify, Amazon, etc.), cancel or refund it there as well to prevent it from re-importing.
  3. Please note, that canceling the order in your storefront will not cancel the order in Exteniv. The cancellation has to be completed in both systems. 
  • Special cases
  1. Order Status: Processing
  2. Add a Warehouse Instruction note: “CANCEL REQUEST—DO NOT SHIP.” Email shipping@shipologyus.com with the order number and confirmation to cancel. If picking has begun, deallocation, restock, and labor fees may apply.
  3. Packed or Labeled:
    If a label is printed, we may attempt to void it. Carrier rules and timing apply. Email shipping@shipologyus.com immediately.
  4. Shipped:
    The order cannot be canceled. Options include Return to Sender or creating an RMA/return. Contact us for next steps.
  • What happens next
  1. The order moves to a canceled or void state and will not be released to the warehouse.
  2. Inventory returns to available stock (if previously allocated).
  3. Any refunds must be completed in your sales channel.

Need help
Email shipping@shipologyus.com with the order number and the action you want taken (cancel, partial cancel, RTS, or return). We will confirm status and next steps.