Whoops! We’ve all been there. Your customer wants to change how many shirts they are ordering, update a size or cancel the order all together. No worries, we have you covered.
If the order is canceled or in hold status you can cancel on your end within the app. You can either check mark the order and cancel at the top;
OR you can open the order and cancel from there, that also allows you to delete a certain item off the order.
If the order is in production and you need to update the shipping address, order details or cancel please email customerservice@teelaunch.com and provide the:
- Name and email on the order.
- Order number/ Reference ID
- The changes that need to be made. (Please keep in mind we can not change the product. This will require you to make a draft order to replace the current order).
It is important that you act swiftly because some of our print facilities do not allow us to change or cancel an order once it has been placed with them.
Here is a quick heads-up about something super important when it comes to making changes to your orders.
Time is of the essence!
Some of our print facilities have a "no takebacks" policy once they receive an order
They get moving on your products right away, which is great for speed but means we have a narrow window for changes
Here's a really important detail that's easy to miss:
If you cancel or update an order in Shopify or Etsy, our system doesn't automatically know about it
You'll need to contact us directly to let us know about any changes
The sooner you let us know, the better chance we have of catching it before production
Very Important Note about Mug production:
We thought you might like to peek behind the curtain and see what happens with your order after you hit that "release" button. It's quite the journey!
Here's the adventure your order takes through our production process:
When you release an order and it gets batched in, it joins the big production family
First stop: We print the sublimation paper for your mug.
Next, we create and attach a label to the paper
Once these steps are done and double-checked, your order becomes part of a much bigger flow.
After your product is made, it heads over to our shipping department where it's carefully packed and sorted.
This is why it gets really tricky to cancel or change an order once it's in Production. technically possible, but super challenging!
I hope this helps you understand what's happening with your order behind the scenes.
We're working hard to make sure your products come out just right!
Let us know if you have any other questions about the process.
We're here to help make this process as smooth as possible, so don't hesitate to reach out if you need any changes made!