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How can I change or cancel my order?

Order Change Timeframe

Order TypeApproximate Time Frame to Make a Change or Cancel
Online order being shipped to a residencewithin 30 Minutes
Online order being shipped to store to be picked up in 5-7 business days, (because the store currently does not have the item in inventory)within 30 Minutes
Online order picking up in-store (store currently HAS the inventory)within 15 Minutes
Online order with Same-day deliverywithin 15 Minutes

What Changes Can I Make to My Order?

I CAN update:I CANNOT Update:
Shipping information such as name, address, or phone numberPayment method
Item color or sizeBilling information such as name, address, or phone number
Adding or removing items

To request changes to your order, you must contact Customer Service at 800-289-6229 or chat with us by using the chat link at the bottom of the page.


Note: Your method of payment may need to be re-authorized if changes are made to your order, so please have it available

  • If you're signed in using your Macy's account:

    • Select the Order Details link of the order you wish to cancel
    • Select the Cancel Order link on the Order Details page
    • Once the cancel confirmation appears, select Yes to confirm that you are canceling the order
    • You'll receive an email confirmation that your order has been canceled

    If you checked out as a guest:

    • Visit Macy's Purchase History to utilize the lookup feature using your order
    • Select the Cancel Order link on the Order Details page
    • Once the cancel confirmation appears, select Yes to confirm that you are canceling the order
    • You'll receive an email confirmation that your order has been canceled

  • If you’re unable to cancel your order, you can:

    • Contact Customer Service at 800-289-6229 after you receive your shipping confirmation email and ask if your order can be returned to sender. We will do our best to have the package returned, but unfortuantely, there is no guarantee we will be successful.


    If we are not able to have your order returned, you can:

    • Refuse the package at the time of delivery. Let the carrier know you would like to have your order returned to sender. We will process a refund within 10 days of receipt.
      -or-
    • Return your purchase by mail or in store –for more info on returns, here’s our Return Policy
      • Note: Returning in-store is the quickest way to receive a refund

  • Since stock is unique to each store location we are unable to change a shipped order to a store pickup or change a store pick-up to a shipped order. You would need to place a new order and cancel or return the previous order.

    • CHANGE or UPDATE: Once you have placed your store pick-up/ curbside order we are unable to make changes to the order. You may cancel your order if it is still within the 15 minute change window or place a new order for any additional items. Store stock will vary from location to location and some items may only be available online.

    • CANCEL: You can cancel your order online within 15 minutes of placing it. If you don’t see a cancel option, it means your order is being processed and cannot be canceled. If you no longer want the order, it will be automatically canceled if it is not picked up within 7 days. After the 7th day a refund will be issued to your original form of payment.

    • LOCATION CHANGE: Since merchandise is specific to individual store stock, we are unable to change the pick-up location to another store location or to warehouse fulfillment. You would need to place a new order and choose the alternate store location pending stock availability and cancel or return your original order.

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