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How can I change or cancel my order?

Orders can only be changed or canceled for a short time after placement, and the available window depends on how the order was placed.

Timeframes to Change or Cancel an Order
Order Type Timeframe
Online orders shipped to a home or store Up to 30 minutes after placing the order
Buy Online, Pick Up In Store or Same Day Delivery Up to 15 minutes after placing the order

Once this window has passed, orders begin processing and may no longer be changed or canceled.

Order Changes & Cancellations

If you’re within the allowed timeframe, the following changes may be possible:

  • Shipping name, address, or phone number
  • Item color or size
  • Adding or removing items

 

To request a change, contact Customer Care:

  • Call 1‑800‑289‑6229 (TTY: 711), Monday–Sunday, 8 a.m.–10 p.m. ET
  • Or use the Chat link at the bottom of the page

 

Note: Making changes may require your payment method to be reauthorized.

Once an order is placed, you cannot change:

  • Billing information
  • Payment method

 

If these details need to be updated, you must cancel the order and place a new one.

Signed‑in customers

  1. Go to Order Details for the order
  2. Select Cancel Order
  3. Select Yes to confirm
  4. You’ll receive an email confirmation when the cancellation is complete

 

If you don’t see a cancel option, the order is already processing and can’t be canceled.

 

Guest checkout

  1. Visit Macy’s Purchase History
  2. Look up your order
  3. Follow the same steps above

If cancellation isn’t available:

  • Contact Customer Care after receiving your shipping confirmation and ask if the order can be returned to sender
  • If that isn’t possible, you may:
    • Refuse the package at delivery and ask the carrier to return it
    • Return the item by mail or in store after delivery

 

Tip: Returning items in store is the fastest way to receive a refund. Refunds are typically issued within 10 days after the return is received.

No. Because inventory is specific to store locations:

  • Shipped orders can’t be changed to pickup
  • Pickup orders can’t be changed to shipped orders

 

You’ll need to place a new order and cancel or return the original one.

Changes

Pickup orders can’t be modified once placed. You may either:

  • Cancel within the 15‑minute window, or
  • Place a new order for additional items

 

Cancellations

  • Orders can be canceled online within 15 minutes
  • Orders not picked up within 7 days are automatically canceled and refunded

 

Pickup location

Pickup locations can’t be changed. To choose another store, place a new order and cancel or return the original.

Click here for information on why an order may be canceled and what to do next.

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