Can I Cancel or Change My Order?
Plans change — we get it. Here's how order modifications and cancellations work at Stonies.
Before Dispatch
If your order hasn't been assigned to a driver yet, you're in the clear. You can cancel or modify it without any issues. Just reach out to us as soon as possible — the sooner you let us know, the easier it is to make changes.
Orders typically remain in "processing" status for 15-30 minutes after placement, depending on how busy we are. During this window, our team is verifying product availability, preparing your items, and coordinating with drivers. This is your best opportunity to make any changes without complications. If you realize you forgot something or need to adjust your delivery address, now's the time.
After Dispatch
Once a driver is on the way, things get trickier. The order is already packed and moving, so full cancellations may not be possible. That said, contact us anyway — we'll do our best to accommodate. If the driver hasn't left the pickup point yet, we can usually still make it work.
Keep in mind that our drivers are independent contractors who've already committed their time and vehicle to your delivery. Once they're en route, canceling affects not just our operations but also their schedule. We appreciate your understanding on this — but we're still happy to work with you when emergencies happen.
How to Reach Us
The fastest way to modify or cancel is to call or text us directly. You can find our contact info at the bottom of any page. The quicker you get in touch, the more options we have.
Phone and text get you the fastest response during business hours. If you're reaching out outside our delivery window, we'll get back to you as soon as we're operational again. Email works too, but it's not ideal for time-sensitive changes. When you contact us, have your order number ready — it speeds things up considerably.
What About Refunds?
If we cancel your order on our end (out of stock, delivery issue, etc.), you'll get a full refund. If you cancel before dispatch, same deal. After dispatch, refund eligibility depends on the situation — but we always try to be fair about it.
Refunds are processed back to your original payment method within 3-5 business days. In some cases, we might offer store credit instead, especially if you're a regular customer who just needs to reschedule. Store credit is applied immediately and can be used on your next order when you browse our menu.
Modifying Instead of Canceling
Want to add something to your order? Or swap one item for another? If we haven't dispatched yet, we can usually make edits. Just let us know what you need changed and we'll update it before it goes out.
Modifications are often easier than full cancellations, especially if you're just swapping similar items or adding products. Price adjustments will be calculated and you'll be notified of any difference before we finalize the change. We can't remove items that have already been packaged, but we can definitely add to your order in most cases.
Tips to Avoid Needing Changes
The best cancellation is the one you don't need to make. Double-check your cart before completing your order — verify the products, quantities, delivery address, and your contact info. Make sure someone will be available at the delivery location during your selected time window. If you're trying a new product and aren't sure about it, start with a smaller quantity rather than ordering bulk right away.
We also recommend creating an account with us so your preferences and address are saved. It reduces ordering errors and makes the checkout process faster. Plus, you'll be able to view your order history, which helps if you want to quickly reorder your favorites.
Bottom line: we're flexible when we can be, but the earlier you reach out, the more we can help. Life happens, and we'd rather work with you than leave you stuck with an order you don't need.
