We understand that it can be frustrating to have your order unexpectedly canceled. 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 canceled:

Payment Issues

• Sometimes, an order might be canceled 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 canceled, and we’ll notify you right away.
  
  We recommend signing up for back in stock notifications or exploring alternative options. For steps walking through enabling our back in stock notification, take a look at our other support article here: The item I want is out of stock. What do I do

Unauthorized or Invalid Discount Codes

• If an order is placed using an unauthorized or invalid discount code, it may be canceled. We have strict policies around promotional codes to ensure fairness, and any orders using codes not intended for general use will not be honored.

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 canceled.

Customer Request

• Customers may request to cancel their order, and we’re happy to determine our available options. 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.

  
  Once an order has started processing at our fulfillment 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 canceled, 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.