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Popular articles Welcome to Gelato API! Getting Started Guide (Manual Orders) Getting Started Guide (Shopify integration) What hangers are a good fit for my poster size? How can I order a framed poster? What print products do you offer? Where can I find product dimensions? How can I check your product pricing? How does the sign-up promotion work? Can I claim back the VAT of my order? Why do I get charged VAT on some orders and not others? VAT on local printing and delivery within EU In which countries do you have local production? How quickly do you deliver? How do I estimate the pricing for shipping? Where can I find the flat rates for shipping? How do I see where a specific product is being printed? I receive an error message when I try to place an order. What should I do? Email Notification from Gelato: Order [123] is on hold - Action required Do you offer 24/7 customer support? What is you return policy and quality guarantee? How do I report a problem with my order? How do I place a manual order via the Gelato Dashboard? How do I check the order status in the Gelato Dashboard? How do I check shipping method and tracking in the Gelato Dashboard?

Can my customer change or cancel the order after it was placed?

In general, we recommend double-checking all the details and files before processing to check out. If, however, you found a mistake in the file or address, or need to cancel the order due to other reasons, it is possible only if the order hasn't been sent to printing. If the status of the order is other than "New" (either "Printed" or "Shipped"), it's not possible to change or cancel the order, it will be printed anyway.

Usually, we send all files to production at midnight in the region of production, thus, there is a higher probability to cancel the order on the same day it was placed. However, during the peak season, which is from October to December, we start uploading print jobs 2 times a day, thus, it might not be possible to cancel the order on the same day.

You can cancel orders using our dedicated APIs or through the Gelato Dashboard. 

Tip: Read more on order flow and status here.

 

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