Macy's /  Help Center


Why Was My Order Canceled?

Every order is unique, and reasons for cancellation may vary. An order may be canceled for reasons including, but not limited to:

  • We were unable to verify your billing or shipping information
  • Your delivery required a signature, and no one was available after multiple delivery attempts
  • The items or quantities ordered exceeded purchase limits listed on the item page
  • An inventory issue occurred and the item was no longer available during fulfillment
  • A Buy Online, Pick Up In‑Store order was not picked up within 7 days

 

If any of these situations apply, we may attempt to contact you for additional verification. If we’re unable to reach you, your order will be canceled. If you have questions, please chat with us using the link below or call 1‑800‑289‑6229 (TTY: 711).

Frequently Asked Questions

If your order was canceled in whole or in part, you should receive a cancellation email. If you have not received one, please:

  1. Check your spam or junk folder
  2. Confirm the email address used when placing your order is correct
  3. Check your Order Status on macys.com to see if any items were canceled

After you place a pickup order, a store colleague locates the item and sets it aside for you. In some cases:

  • The item may have been purchased in-store before it could be secured
  • The item may no longer be available

 

If this happens, you’ll be notified by email. Additionally, pickup orders that are not collected within 7 days will be automatically canceled.

 

  • Orders over $500 require a signature upon delivery
  • If the delivery cannot be completed after multiple attempts, the order may be canceled
  • Orders under $500 do not require a signature and may be left at the delivery address

 

This may occur if:

  • Your billing or payment information could not be verified
  • You exceeded the item quantity limits listed on the product page

 

Please review these details and try placing your order again.



In most cases, this happens due to an inventory issue discovered during order fulfillment. While Macy’s works hard to maintain accurate product availability, we reserve the right to correct errors related to pricing or product descriptions and to cancel orders based on those errors—even after an order is accepted.

 

When you place an order, we place an authorization hold on your payment method to secure the funds. This is not a charge and is only finalized once the order ships.

If your order is canceled:

  • Macy’s sends an authorization reversal to your bank
  • The time it takes for funds to be released depends on your bank or credit card issuer