Cancel or Change an Order
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Ordered a Large when you meant an Extra Large? Typed the wrong apartment number? Decided the group needs two more shirts? This page explains how to cancel a Rubytee order or change it, how long you have, what we can still do once your shirts are being packed, and how quickly money comes back when an order is cancelled.
Cancellations and changes at a glance
- Free cancellation or changes: within 24 hours of placing your order, as long as it has not shipped.
- After 24 hours: we still try to help until the parcel is handed to the carrier.
- Already shipped: accept the parcel and use our 60-day returns and exchanges.
- Cancelled orders: refunded in full, processed within 7 calendar days of our confirmation.
- Response time: we confirm every request in writing within 1 business day.
1. Your 24-hour window
You can cancel or change your order free of charge within 24 hours of placing it, provided it has not yet been handed to the carrier. Because orders are prepared within 1–3 business days, some orders are packed quickly, so the sooner you write, the better your chances. If you contact us after 24 hours have passed, we will still do our best to make the change as long as the parcel has not left us; we just cannot guarantee it.
Example: a customer orders three tees on Tuesday at 9 p.m. and realizes on Wednesday morning that one should be a 4XL instead of a 3XL. The email arrives well within 24 hours and the order has not shipped, so we swap the size and send a confirmation. Nothing else changes.
2. How to ask for a cancellation or change
- Email support@rubytee.com or submit a ticket. Use the subject line “Cancel” or “Change” followed by your order number.
- Write the email address you used at checkout and describe exactly what you need: which shirt, which size or color, the new quantity, or the corrected address.
- Wait for our written confirmation. We reply within 1 business day. A request is only final once you have our confirmation email, so please do not assume a change has been made until you see it.
For your security, we can only act on requests that come from the email address on the order or that include enough order details for us to verify you. We will never ask for your card number or password to make a change.
3. What we can change before your order ships
- Switch any shirt to another size or color of the same design.
- Swap one design for another.
- Increase or reduce the quantity, add new shirts or remove some.
- Correct or replace the delivery address, as long as it is in the United States, Canada, Australia or New Zealand.
- Add or correct a gift note for the packing slip.
If a change affects the order total, we tell you the new amount first. If the total goes up, we only charge the difference after you agree; if it goes down, we refund the difference within 7 calendar days. Shipping stays free whatever you change.
4. Changing a group order
Group orders, such as matching shirts for a family reunion, a birthday trip or a charity walk, often change as people confirm their sizes. Send all the changes in one email if you can, ideally as a simple list of name, design, size and color. That avoids missed updates and lets us confirm everything in one reply. If your group order has a fixed event date, mention it; we will tell you whether any change affects the expected delivery.
5. Fixing a delivery address
Address mistakes are the most common change request, and the easiest to fix before shipping. A missing unit number, a wrong ZIP or postal code, or an outdated address saved in your browser can all send a parcel astray. Email us right away with the corrected address. If the parcel has already been handed over, we ask the carrier to redirect it, but the carrier decides whether that is possible and redirects can add a few days. If a parcel comes back to us because of an address problem, we reship it once you confirm the correct details, as explained in Shipping & Delivery.
6. If your order has already shipped
Once your parcel is with the carrier, we can no longer cancel it or change what is inside. Please accept the delivery and then use our Returns & Exchanges Policy: you have 60 days from delivery to return any shirt for a refund, or swap it for another size or color. When you exchange, we pay to ship the new shirt to you.
Please do not refuse delivery as a way to cancel. International parcels that are refused can take weeks to come back, and import charges may not be recoverable. Accepting the parcel and starting a return is almost always faster for you.
7. How cancelled orders are refunded
When we confirm your cancellation, we refund everything you paid. The refund is processed to your original payment method within 7 calendar days of our confirmation, and you receive an email when it has been sent. Your bank may take a few business days to show it on your statement. Our Refund Policy has the full details, including what to do if a refund seems to be missing.
8. When Rubytee cancels an order
Occasionally we have to cancel an order ourselves. Reasons include a design or size becoming unavailable after you ordered, a price shown in error on the site, a payment that cannot be verified, or an address we cannot deliver to. If this happens, we email you straight away, explain why, and refund the full amount within 7 calendar days. Where possible, we also suggest an alternative so you are not left without a shirt for your plans.
9. Partial cancellations
You do not have to cancel a whole order to remove one item. Tell us which shirt to remove, and we cancel only that line and refund its price. The rest of the order continues as normal and ships together. If the removed item was the last one in a separate parcel, we cancel that parcel entirely.
10. Common questions about cancelling and changing
Can I change my order myself on the website?
Not at the moment. Placed orders can only be changed by our team, so email us and we will take care of it.
I placed the same order twice by mistake. What should I do?
Email us with both order numbers. If neither has shipped, we cancel the duplicate and refund it in full. If both have shipped, keep one parcel and return the other within 60 days for a full refund of the item price.
Can I add a shirt to an order that has already shipped?
We cannot add items to a parcel that is on its way, but you can place a new order. Shipping is free on every order, so a second order does not cost you extra postage.
I want a different size but my order is being packed. Is it too late?
Write to us immediately. If the parcel has not been handed to the carrier, we will try to swap the size. If it is too late, an exchange after delivery is simple and we cover shipping on the new shirt.
11. What you can change, and when
| Order stage | How to tell | Cancel? | Change size, color or items? | Change address? |
|---|---|---|---|---|
| Placed, within 24 hours | You have an order confirmation but no shipping email | Yes, free | Yes, free | Yes, free |
| Placed, after 24 hours, not shipped | Still no shipping email | We try our best | We try our best | Yes, until handed to the carrier |
| Shipped | You have a shipping email with tracking | No: return within 60 days instead | No: exchange after delivery | Carrier redirect request only |
| Delivered | Tracking shows delivered | No: return within 60 days | Exchange within 60 days | Not applicable |
12. Tips to get your order right the first time
Most change requests come from three moments, and a minute of checking avoids all of them. First, the size: before you add a shirt to your cart, compare a T-shirt you already own with the chest and length figures in our Size Guide. Measuring a favorite shirt laid flat takes less than two minutes and is more reliable than the size printed on someone else’s label. Second, the color and design: product pages show the available colors for each design, and the color you select is the one we send, so check the selection in your cart before paying. Third, the address: read it once on the checkout page, paying attention to unit numbers and postal codes.
When buying for a group, collect everyone’s sizes in writing before you order rather than guessing. A short message asking each person to measure a shirt they like saves several exchanges later. If you are buying a gift and are unsure of the size, choose the size the person usually wears; if it is wrong, they can exchange it within 60 days of delivery and we ship the new size free.
13. Changes for international orders
Orders to Canada, Australia and New Zealand follow the same 24-hour window and the same process. The difference is what happens after shipping: international parcels pass through customs, and a redirect or a return across borders takes longer than within the United States. That makes the pre-shipping window especially valuable for international customers. If you are ordering from Toronto, Melbourne or Wellington and you are not completely sure about a size, take a moment with the Size Guide before you pay, or email us your question first. We reply within 1 business day, and a quick answer before ordering is far faster than an exchange across the Pacific afterwards.
If you need to correct an international address after the parcel has left the USA, contact us immediately. We will pass the request to the carrier, but changes during customs processing are often not possible. In that case we will help you arrange collection from the local depot or, if the parcel comes back to us, reship it once the address is confirmed.
14. Changes to payment details
We cannot change the payment method on an order that has already been paid. If you would like to pay a different way, we can cancel the order within the 24-hour window, refund it in full, and you can place a new order with the payment method you prefer. Shipping is free on both orders, so this costs you nothing. Remember that we will never ask you to send card numbers or passwords by email; if a message claiming to be from Rubytee asks for them, do not reply and forward it to us.
15. Contact us
Questions about an order you just placed? Email support@rubytee.com with your order number. You can also follow your parcel on Order Tracking or find more answers in our FAQs.