To cancel or change an order, you must first check the status of your order to see if this is possible. To do so, please log into your account and navigate to order detail. If you've placed your order as a guest, you can follow the link in your order confirmation email.
- If your order is labeled “in production”, you will not be able to make changes to your order or shipping address.
- If your order is marked “pending” just cancel your existing order and place a new one with the correct information. To do this, log into your account and click the red "Cancel" button. If you do not do this, your order will automatically begin production the following morning.
- During normal business hours (9 a.m. - 9 p.m. ET Monday - Friday) you can also cancel or change your order or shipping address by calling our customer service department at 1-800-671-1727.
Because each product on Customon is made to order, we can’t make changes to orders that have been finalized and shipped.
Important: it is best to call us or cancel your order to make changes, as e-mails are answered during regular business hours in the order they are received. It is therefore possible that your order could begin production before your e-mail is processed and your changes would not be able to be made.