Cancelling an Order

Free, no questions, no fee. We void the order and release the full amount back to your payment method.

In practice that means you have until 2:00 PM CST on the working day you ordered. Orders placed at the weekend can usually be cancelled until Monday afternoon.

Once a label exists the parcel is committed to the carrier and we cannot stop it. You have two options:

• Refuse the delivery. The carrier returns it to us and we refund the item once it lands, minus the outbound shipping.
• Accept it and return it. Follow the returns process — you have 30 days from the date of delivery from delivery.

Email [email protected] with your order number and the word cancel in the subject line, or phone +1 312-265-1205 during opening hours.

There is no cancel button in your account. Cancellation is a manual step so that we can be certain the parcel has actually been pulled from the packing queue before we tell you it is stopped.

Adding an item, removing one, changing a size or correcting an address all work the same way and under the same deadline — email us before the label is printed. If a change moves the order across the $25 line, the shipping charge is recalculated and the difference is charged or refunded.

Rarely, but it happens. Reasons:

• The item turns out to be out of stock after the order came in
• The payment is declined or flagged by our processor
• The delivery address cannot be validated by the carrier
• The order looks like resale rather than personal use

We email you and refund in full when this happens. We do not part-ship an order without telling you first.

We do not run subscriptions, auto-renewals or standing orders. Every order is a one-off, so there is nothing to cancel beyond the order itself. If an item is out of stock we do not take payment and hold it — we simply do not sell it until it is back.

First Ave Pet Shop · [email protected] · +1 312-265-1205