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Ordered the 40 oz when you meant the 30 oz? Picked Sand instead of Sage? Typed last year’s address? It happens, and it is usually easy to fix if you tell us quickly. This page explains how to cancel an order from Tumbler Lane or change what is in it, how long you have, what we can and cannot change once an order is moving, and what happens to your money. The key number is 24 hours.
The short version
- Change or cancel window: 24 hours after you place the order, as long as it has not shipped.
- What we can change: capacity, colour, lid style, quantity, items, and the shipping address.
- How: email support@tumblerlane.com with your order number and the change you need.
- Refund for a cancellation: everything you paid, processed within 7 days of our confirmation.
- Missed the window? You can still return the order within 60 days of delivery, with return postage on us.
1. Why there is a window at all
Orders start moving soon after they are placed. Within 1–3 business days an order is checked, packed and labelled, and once a label is printed the parcel is in the carrier’s system. The 24-hour window gives you a reliable period in which a change is simple for both of us: nothing has been wrapped yet and nothing has to be unpacked or relabelled. After that, an order may already be boxed, and changing it risks mistakes or delays for you.
The window is counted from the time on your order confirmation email. An order placed at 9:15 p.m. on a Tuesday can be changed or cancelled until 9:15 p.m. on Wednesday, provided it has not shipped by then.
2. How to ask for a change or a cancellation
- Email support@tumblerlane.com from the address you used at checkout, or open a request on our support ticket page and choose “Change or cancel an order”.
- Put your order number in the subject line. You will find it in your confirmation email and on your account page if you created an account.
- Say exactly what you want: “Cancel the whole order”, “Change the 40 oz Navy to a 30 oz Navy”, “Remove the straw toppers”, or “Change the address to …” with the full new address.
Your request counts from the time it reaches us, not from the time we reply, so sending it inside the 24 hours is what matters. We confirm every change or cancellation in writing within 1 business day. Until you have that confirmation, please do not place a second order to replace the first, because both could ship.
3. What we can change inside the window
| Change | Possible? | What happens to the price |
|---|---|---|
| Switch capacity, for example 40 oz to 30 oz | Yes, if in stock | We refund or request the difference |
| Switch colour | Yes, if in stock | Usually no change |
| Switch lid style (straw, flip-straw, slider, chug cap) | Yes, where the product offers it | We refund or request any difference |
| Add an item | Usually easiest as a new order; shipping is free either way | New order charged separately |
| Remove an item | Yes | Refund for the removed item |
| Change shipping address | Yes, within US, Canada, Australia or New Zealand | No change |
| Change the email address | Yes | No change |
| Cancel the whole order | Yes | Full refund |
If a change makes the order cheaper, the difference is refunded to your original payment method within 7 days of our confirmation. If it makes the order more expensive, we email you a secure payment link, and the order ships once the difference is paid. If you would rather not pay the difference, we leave the order as it was.
4. Cancelling an order
If you cancel within 24 hours and the order has not shipped, we cancel it and refund everything you paid, including any tax shown at checkout. The refund is processed to your original payment method within 7 days of the cancellation confirmation email. You will receive two emails: one confirming the cancellation, and one when the refund is sent. Your bank may take a few more business days to show it on your statement.
4.1 Cancelling part of an order
You can cancel some items and keep the rest. For example, if you ordered four can coolers and a 40 oz tumbler and now only want the tumbler, tell us which items to remove. We adjust the order and refund the removed items.
5. After the window, or after the order has shipped
Once 24 hours have passed or the order has a tracking number, we cannot guarantee a change or cancellation. Here is what we can still do:
- Not shipped yet, but outside 24 hours: ask anyway. If your order is still waiting to be packed, we will try. If it is already packed, we will tell you, and you can use the return option below.
- Already shipped: we cannot stop a parcel in transit. Let it arrive, then return what you do not want within 60 days of delivery. Return postage is on us, and you receive a refund or an exchange. See Returns & Exchanges.
- Wrong address on a shipped parcel: contact us right away. We ask the carrier to redirect it; carriers decide whether that is possible. If the parcel comes back to us, we reship it to the corrected address.
Please do not refuse delivery as a way of cancelling. Refused parcels can take a long time to come back, and international parcels may be held or charged by customs. A normal return is faster for you.
6. When we have to cancel or change an order
Very occasionally we may need to cancel or adjust an order ourselves, for example if:
- a colour or capacity sold out between your order and packing;
- the shipping address is outside the four countries we deliver to, or is incomplete and we cannot reach you to confirm it;
- a payment cannot be verified or is reversed;
- a product page showed an obviously wrong price because of a technical error.
If that happens, we email you before anything ships, explain why, and offer an alternative where there is one. If the order or part of it is cancelled, you receive a full refund for the cancelled part within 7 days.
7. Real examples
7.1 The cup-holder rethink
You order a 40 oz handle tumbler at lunchtime, then measure your car’s cup holder that evening and realise a 30 oz would sit better. You email at 8 p.m. with your order number. We switch the item, refund the price difference, and the order ships as normal.
7.2 The gift with the wrong address
You send a water bottle to a coach, but used their old address. You notice the next morning, 18 hours after ordering. We update the address before packing and email you the confirmation. No delay.
7.3 The order that already shipped
You decide two days later that you do not need the extra straw lid. The order has already shipped. When it arrives, you start a return for the lid within 60 days, use our prepaid label, and receive a refund within 7 days of approval.
7.4 The colour that looked different on a phone screen
You order two tumblers in Blush late at night on your phone. In the morning, on a laptop, the shade looks warmer than you wanted. It is 10 hours since you ordered, so you email us asking to switch one to Lilac. Both colours cost the same, so nothing changes on the bill. We update the order, confirm by email, and it ships within the usual 1–3 business days. If you only notice after the parcel arrives, you can still exchange it within 60 days on a prepaid label.
8. Orders placed by mistake
If you accidentally placed the same order twice, which can happen with a slow connection or a double click, email us and we will cancel the duplicate free of charge. We look out for identical orders placed minutes apart and may contact you to check before packing both.
9. Changes to orders shipping to Canada, Australia and New Zealand
The same 24-hour window applies. Address changes for international parcels are especially important because once a parcel enters another country’s postal system, redirects are much harder. Double-check postal codes, state or territory, and unit numbers before you pay.
10. How to tell whether your order has shipped
The quickest check is your inbox: if you have received a shipping confirmation email with a tracking number, the order has left us. You can also enter your order number and email on the Order Tracking page. Here is what each order status means for changes:
| Status you see | What it means | Can it still be changed or cancelled? |
|---|---|---|
| Pending payment | Checkout started but payment not completed | Nothing to cancel; simply do not complete payment, or place a fresh order |
| Processing | Paid and waiting to be packed | Yes within 24 hours; after that, ask and we will try |
| Completed / shipped | Packed, labelled and handed to the carrier | No; use a return after delivery |
| Cancelled | Cancelled by you or by us | Already cancelled; refund follows within 7 days |
| Refunded | Money sent back to your payment method | Nothing further needed |
11. Changing how you paid
We cannot move a completed payment from one card or account to another. If you need to pay with a different method, ask us to cancel the order within 24 hours, wait for the cancellation confirmation, and then place a new order with the method you prefer. The original payment is refunded in full within 7 days of the cancellation confirmation. Never send card numbers or passwords by email; we will never ask for them.
12. A two-minute checklist before you pay
Most change requests we receive could have been avoided with a quick look at the checkout page. Before you press the button, check:
- Capacity: is it the one that fits your cup holder, bag pocket or bottle cage? Our size and fit guide explains how to measure.
- Lid: straw lid for cold drinks on the move, slider lid for hot coffee, chug cap for fast drinking from a bottle.
- Colour: screens show colours slightly differently; if a shade matters, read the colour note on the product page.
- Quantity: especially for can coolers and straw toppers, which people often buy in sets.
- Address: house or unit number, ZIP or postal code, and the recipient’s name for gifts.
- Email: spelled correctly, so the confirmation and tracking emails reach you.
13. Talk to a person
Fast changes depend on fast messages. Email support@tumblerlane.com with your order number in the subject, or open a support ticket. We reply within 1 business day. Related pages: Shipping & Delivery, Refund Policy, Order Tracking and Help Center. Tumbler Lane, 4555 Mansell Rd., Alpharetta, GA 30022, US.