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Can I cancel or change my order?

You can cancel while an order is still being reviewed. Addresses can't be changed after ordering – here's what to do instead.

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Written by Eduardo

Cancelling an order

You can cancel a withdrawal order while it's in the Reviewing stage.

  1. Go to Profile → Orders and open the order.

  2. Click Cancel Order. A confirmation appears with a short countdown – click the button again once it's active to confirm.

When an order is cancelled:

  • the cards go back to your Backpack at the same value,

  • any free-shipping tokens it used are returned,

  • any shipping fee you paid is credited back to your Coin balance – including fees paid by card, which we're not able to return to the card itself.

Once an order moves to Preparing Order it can no longer be cancelled from your side. If you need help with an order at that stage, contact support with the order number and we'll see what's possible.

Paid shipping by card and the order is still Awaiting Payment? You don't need to cancel – if the checkout isn't completed it expires on its own and the cards return to your Backpack.

Changing the delivery address

For security, the address on an order can't be edited once the order is placed. If you spotted a mistake:

  • Order is still Reviewing: cancel it, fix the address under your saved addresses, and place the order again. Your tokens and fee come straight back.

  • Order is already being prepared or shipped: contact support immediately with the order number and the correct address. We'll help where we can, but we can't guarantee a change once the label is printed.

Adding cards to an order

Orders can't be edited after they're placed. If you pulled another card you'd like shipped, either cancel and re-order (while Reviewing) or simply place a second order.

Can I get a refund on shipping?

Shipping fees are refunded automatically when you cancel during Reviewing. Once an order has shipped, the fee isn't refundable.

Related articles

  • Tracking your order and what each status means

  • How to withdraw (ship) your cards

  • Refund policy in plain English

Still need help? Open live chat from the bubble in the corner of any page, or email [email protected] – include your account email and, if relevant, the order number or transaction ID.

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