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Why was my order delayed or canceled?

Every order is unique, so reasons for cancellation or delay may vary. Reasons include, but are not limited to:

  • Type/quantity of items ordered (for example, fine jewelry or Macy's Gift Cards)
  • The address and phone number provided does not match what your bank has on file
  • Your order is shipping to an alternate address

If any of these apply, we may contact you for additional verification. Your order will be canceled if we’re unable to reach you.


You haven’t received a cancelation email. Where is your order?

Your Buy Online, Pickup In-Store order was canceled

Your Same-Day Delivery or Next-Day Delivery order was canceled

Your order was canceled immediately after placing it

Your order was canceled the day after you placed it




You haven’t received a cancelation email. Where is your order?

If your order has been canceled in whole or in part, you will receive an email notifying you of the cancelation.

  • If you have not received an email, check your spam folder
  • If you still have not found an email from us, check that the email address you provided on your order is correct
  • Check your Order Status at macys.com to verify if any part of your order was canceled

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Your Buy Online, Pickup In-Store order was canceled

Once you have placed your order for pickup in-store, a a Store Colleague will find the item and put it aside for you. In some cases, an item from your order has been purchased in-store and is no longer available. You will be notified by email if any items from your order are unavailable.


Also, if your order is not picked up within seven days, it will be canceled.


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Your Same-Day Delivery or Next-Day Delivery order was canceled

Orders over $500 require a signature when the delivery arrives. If you are unavailable to accept the delivery after multiple attempts, your order will be canceled. Orders under $500 don't require a signature and will be left at the delivery address.



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Your order was canceled immediately after placing it

If this happens, verify the following information:

  • Your billing and card information is correct and up to date
  • The items and/or quantities of items that you are ordering have not exceeded the limits set forth on the item page

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Your order was canceled the day after you placed it

If this happens, it’s likely there was an issue with our inventory—when we tried to locate the item, it was no longer available.


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