Customer Service > FAQ
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How can I cancel an order that has not been processed yet?
If your order is still in the "pending" status, you can view it in your order history and cancel it. If you wish to modify your order in any way, you can cancel the order and place a new one.
What does Pending mean?
Your order has just been placed, or we have just received your payment. If all items are in stock, it will ship within two business days.
What does ON ORDER mean?
One or more of the items that you ordered is out of stock. This order will ship when the out-of-stock items come back in. If you would prefer not to wait, please contact us and let us know if you would prefer a different item, or would like to have the out of stock item removed from your order.
What does ERROR PROCESSING PAYMENT mean?
We had some trouble with your payment. You will need to contact us at 888.546.9266 or at firstname.lastname@example.org to resolve the issue. Please have your order number ready when you contact us.
Can I make changes to my order?
If your order is still in the "pending" status, you can view it in your order history and cancel it, or submit a change request. If your order is in the "processing" status, you will have to call us at 888.546.9266 to see if we can still modify your order.
What does ERROR PROCESSING ADDRESS mean?
For one reason or another, the shipping address you gave us is not passing our verification system. Our system only accepts western style characters and there is limited line space on each address line. You will need to contact us at 888.546.9266 or at email@example.com to resolve the issue. Please have your order number ready when you contact us.
What does AWAITING VERIFICATION mean?
Due to the size of your order or non-matching billing and shipping addresses, we may require additional verification before processing this order. We will make an attempt to contact you or you can always call us if your order does not go into a pending status within 48 hours at 888.546.9266.
What is Pre-Sale status?
A pre sale is when goods are sold before we actually have the items in stock. Your order will remain in pre-sale until the item arrives here at our warehouse. The shipping method you selected at checkout will apply to (in reference to speed) the day the order is shipped, not the day it is ordered.
"FAQ" stands for "frequently asked questions"
Other common acronyms: