Cancel or Change an Order
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Cancel or change at a glance
- Change window: 24 hours after you place the order, as long as it has not entered production or shipped.
- What you can change: size, colour, style, design, quantity, shipping address, or cancel the whole order.
- Cancellation refund: 100% of the amount paid, issued within 7 calendar days of confirmation.
- After production starts: no cancellation, but you can return or exchange within 60 days of delivery.
- How: email [email protected] with your order number; we reply within 1 business day.
1. Why there is a window at all
Every Shift Pride item is printed for you after checkout. Once a nurse tee in size 2XL Navy is printed, it cannot be turned into a teacher hoodie in Medium. So we hold each order for a short time before sending it to production. During that time, changes cost nothing and take a few minutes. After it, the order is on the press, and the only route left is a return or exchange after it arrives.
The window is 24 hours from the time your order confirmation email was sent. Orders can sometimes enter production sooner on quiet days, and that is why we ask you to write as soon as you notice a mistake rather than waiting until the last hour.
2. What you can change
| Change | Allowed before production? | Notes |
|---|---|---|
| Size | Yes | Check the Size Guide first so you only change once. |
| Colour or style (e.g. tee to hoodie) | Yes | If the new item costs more, we send a payment request for the difference; if less, we refund it. |
| Design | Yes | Same price adjustment rule. |
| Quantity (add or remove items) | Yes | Adding items is often easiest as a new order; shipping is free either way. |
| Shipping address | Yes, inside US, CA, AU or NZ | We cannot change the destination to a country we do not ship to. |
| Email address on the order | Yes | We verify the request comes from the original email first. |
| Cancel the entire order | Yes | Full refund within 7 calendar days of confirmation. |
3. How to request a change or cancellation
- Email [email protected] from the email address used at checkout, or use Submit a Ticket.
- Write “Change” or “Cancel” and your order number in the subject line, for example “Cancel order 1234”.
- In the message, list exactly what should change: the item, the old value and the new value. For an address change, write the full new address including unit or apartment number.
- Wait for our confirmation email. A change is only final when we confirm it in writing. If you do not hear back within 1 business day, check your spam folder and then write again.
Please do not place a second order as a “correction” without telling us about the first one, because both may be printed and shipped.
4. When the window has passed
If your order has already entered production or shipped, we can no longer cancel or edit it. That does not leave you stuck. When it arrives you have 60 days from delivery to return it for a refund or exchange it for a different size, colour or style. Change-of-mind return postage is paid by you; we pay to ship any exchange item back to you. If we made the mistake, everything is free. See the Returns & Exchanges Policy.
An address change after shipping is sometimes possible through the carrier’s own redirect service. We will try on your behalf if you ask, but we cannot promise the carrier will accept it, and a redirect fee charged by the carrier may apply.
5. Refunds for cancelled orders
A cancellation inside the window is refunded in full to your original payment method, within 7 calendar days of our confirmation email. Your bank may need a few extra days to show the money. Details are on the Refund Policy page.
6. Price differences when you change an item
If you change to a more expensive item, we email a secure payment request for the difference through our checkout; production starts after that is paid. We never ask for card numbers by email or phone. If you change to a cheaper item, the difference is refunded to your original payment method within 7 calendar days of the change being confirmed.
7. Crew orders and event orders
For large orders, such as a full hospital unit, a school staff or a construction crew, collecting sizes is the hardest part. We strongly suggest gathering every size before ordering, and checking each person’s size against a shirt they already own using our Size Guide. If sizes change after you order, the 24-hour window still applies to the whole order, so let us know within that time with one message listing all changes.
When an order is tied to a date, changing it can push the delivery later, because production restarts from the moment of the change. If you are close to an event date, ask us before changing anything and we will tell you honestly what the new estimate would be.
8. Orders we cancel
We may cancel an order ourselves, with a full refund, in a few cases: if the shipping address is outside the four countries we serve and was not caught at checkout; if a payment is flagged as fraudulent by our payment processor; if a design cannot be printed on the chosen blank because that blank is discontinued; or if a pricing error is obviously a technical mistake. In each case we tell you why, and the refund is issued within 7 calendar days.
9. Subscription and pre-order items
We do not sell subscriptions. We do not take pre-orders for unreleased designs. If that ever changes, the product page will explain how cancellation works for those items before you pay.
10. Frequently asked questions about changes
Can I change a size by phone?
We provide support by email so there is always a written record of what changed. That record protects you if a mistake happens.
I placed the order 20 hours ago. Is it too late?
Write immediately. If the order has not entered production, we will make the change. We answer change requests first in our queue.
I forgot to add a mug to my order. Can you add it?
The quickest route is a new order for the mug. Shipping is free, so you do not pay anything extra by splitting it, and the mug may ship separately anyway because mugs and apparel are often produced at different sites.
My order shows “Processing”. Can I still cancel?
“Processing” means paid and waiting for or in production. Within 24 hours, there is a good chance we can still stop it; email us right away. See the status table on our Order Tracking page.
Can I cancel just one item from a multi-item order?
Yes, inside the window. The rest of the order continues as normal, and the cancelled item is refunded.
11. Real situations and how we handle them
Rules are easier to understand with examples. These are the kinds of requests we see most, and what happens in each case.
The wrong trade on a gift
You ordered a welder hoodie for your brother, then remembered he is an electrician. If you write within 24 hours and the order is not yet in production, we swap the design at no cost. If the hoodie has already been printed, he can exchange it within 60 days of delivery; he pays to send it back and we ship the electrician hoodie free.
A unit order with one size missing
A charge nurse orders fourteen tees for Nurses Week and realises one colleague’s size was guessed. As long as the order is inside the window, we change that one shirt. If the order is already printing, that colleague can exchange the shirt after delivery and the rest of the order is not affected.
A move to a new address
You order on Monday and sign a lease on Tuesday. Within the window, send the new address and we update it. After shipping, we will ask the carrier for a redirect, and if that fails the parcel goes to the original address or returns to us; when it returns, we reship once at no charge to the new address in a country we serve.
A duplicate order
A slow connection made you click “Place order” twice. Write to us with both order numbers. If both are inside the window, we cancel the duplicate and refund it in full. If both have already shipped, return the duplicate within 60 days; because the duplicate was caused by a checkout glitch rather than a change of mind, we treat the return postage as our cost when the order times show the orders were placed within a few minutes of each other.
A change of heart about the colour
You picked Light Pink and now prefer Charcoal. Inside the window: free change. Outside it: return or exchange after delivery under the normal 60-day rules.
12. How we keep your order safe while we change it
To protect you, we only accept change requests from the email address on the order, or from someone who can give us the order number together with the billing postcode or ZIP code. We never ask for your password, your full card number or the security code on your card, and we never send links that ask you to log in somewhere other than shiftpride.com. If you ever receive a message claiming to be from us that asks for those details, do not reply; forward it to [email protected].
When a change affects the price, we send the payment request or refund through the same secure checkout and payment provider used for your original purchase. Your payment details stay with the payment provider; they are never stored on our servers in readable form. You can read more about this on our Payment Methods page and in the Privacy Policy.
13. Tips to avoid needing a change
- Measure a shirt you already like and compare it with the chart on our Size Guide before you order.
- Remember that unisex tees fit straighter and roomier than women’s cuts; many people who like a closer fit size down once.
- Check the trade, colour and style names on the cart page before paying; the cart shows each choice in writing.
- Double-check apartment, unit and suite numbers in your address, and for Canada, Australia and New Zealand make sure the postcode matches the city.
- For crew orders, collect sizes in one shared list first, then order in one go rather than several small orders.
14. Your rights
Nothing on this page reduces rights you have under consumer protection law where you live. If a law gives you a right to cancel that is broader than the window described here, that right applies to you.
15. Contact us
Email [email protected] or submit a ticket. We reply within 1 business day. More answers are in the Help Center and the FAQs. Shift Pride is operated by Shiftpride, 311 Florida Street, Knoxville, TN 37915, United States.