We understand that it can be frustrating to have your order unexpectedly cancelled. We strive to provide the best service and ensure a seamless shopping experience.
However, there are a few key reasons why an order may be cancelled:
Payment Issues
- Sometimes, an order might be cancelled due to problems with the payment method used. This could include declined credit or debit cards, insufficient funds, or expired payment details. In such cases, you will receive an email notifying you of the cancellation and any next steps to correct the payment issue.
Out of Stock
- We do our best to maintain accurate inventory levels, but there may be instances where the item you’ve ordered is unexpectedly out of stock. If this happens, parts of your order that are out if stock will be cancelled, and we’ll notify you right away.
Unauthorised or Invalid Discount Codes
- If an order is placed using an unauthorised or invalid discount code, it may be cancelled. We have strict policies around promotional codes to ensure fairness, and any orders using codes not intended for general use will not be honoured.
Fraud Prevention
- To protect our customers and ensure secure transactions, we monitor orders for potential signs of fraud. If any suspicious activity is detected, the order may be automatically be cancelled.
Customer Request
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Customers may request to cancel their order, generally this will not be possible once the order has been transferred to our warehouse team. Please reach out to our Customer Happiness team as soon as possible if you need to cancel an order and we can take a look for you to see if it possible.
Once an order has started processing at our fulfilment center, we are unable to cancel it. Additionally, we typically cannot accommodate all cancellation requests due to our fast processing timeline.
If your order was cancelled, you should receive an email detailing the reason. If you have any questions or concerns, feel free to send us a message with your order number.
**tonies® monitors orders to identify any potential misuse of our policies. We reserve the right to cancel services for any customer if necessary.