Cancel/ Change Order
At Kateyager, we operate with a commitment to professional efficiency. Because we maintain a 1–2 day handling time and a strict 5:00 PM EST cut-off, our logistics system is designed to move orders into processing almost immediately.
We understand that circumstances may change after you have selected your Dresses, Jeans, or Outerwear. This policy outlines the specific windows of opportunity and the professional protocols required to cancel or modify an order at kateyager.com.
1. The Critical Modification Window
To ensure our customers receive their items within the 3–9 business day total delivery window, orders are transmitted to our warehouse shortly after the 5:00 PM EST cut-off.
- Before the Cut-Off: If you place an order at 2:00 PM EST and contact us by 4:30 PM EST, we have a high success rate for cancellations and changes.
- After the Cut-Off: Once an order passes the 5:00 PM EST threshold, it is batched for the 1–2 day handling phase. At this point, the ability to intercept the package is significantly reduced.
2. Requesting a Cancellation
If you wish to cancel your order entirely, please contact our support team immediately at support@kateyager.com.
- Information Required: Please include your Order Number and the word "CANCELLATION" in the subject line.
- Outcome A (Success): If the order has not yet been processed by our warehouse, we will void the transaction and issue a full refund to your original payment method.
- Outcome B (Too Late): If the order has already been picked, packed, or handed over to USPS, UPS, or FedEx, we cannot stop the shipment. In this case, you may return the item following its arrival under our 30-Day Return Policy.
3. Modifying Order Details
We strive to be flexible, but due to the automated nature of our inventory system, specific modifications have different success rates.
| Type of Change | Feasibility | Protocol |
| Shipping Address | High (if requested fast) | Email support with the new address immediately. |
| Size or Color Change | Moderate | We will attempt to swap the item if the new selection is in stock. |
| Adding Items | Low | For your security, we cannot add charges to a finalized transaction. Please place a second order. |
| Removing Items | Moderate | We can remove an item and refund the difference if the order hasn't shipped. |
4. Address Corrections
Address accuracy is the responsibility of the customer. Because we utilize USPS, UPS, and FedEx, an incorrect zip code or apartment number can lead to significant delays in your 2–7 day transit time.
- Immediate Correction: If you notice an error, email us within the hour.
- Rerouting Fees: If a package is already in transit, we may be unable to reroute it. If the carrier allows a reroute, any additional fees charged by the carrier will be the responsibility of the customer.
- Undeliverable Packages: If a package is returned to Kateyager due to an incorrect address, we will refund the order (minus the $6.99 shipping fee) once the items are back in our facility.
5. Order Modification Matrix
| Timing of Request | Status | Likely Result |
| Within 1 hour of order | Pending | Highly likely to be successful. |
| After 5:00 PM EST cut-off | Processing | Difficult to modify; may have already been batched. |
| After 24 hours (Handling phase) | Shipped | Impossible to cancel; must be processed as a return. |
6. Professional Support Standards
Our support team handles all requests with intellectual honesty and transparency. We will always give you a clear "Yes" or "No" regarding whether a change can be made, based on the real-time status of our warehouse.
- Support Email: support@kateyager.com
- Business Hours: Monday – Saturday | 9:00 AM – 5:00 PM (EST)
- Response Time: Within 24 business hours.
Note: If you are contacting us outside of our 9:00 AM – 5:00 PM support hours, please still send your email immediately. We process requests in the order they are received, and the timestamp of your email will be used to determine if the request fell within the modification window.
7. Refusal of Delivery
If a cancellation is requested too late and you choose to "Refuse Delivery" from the carrier (USPS/UPS/FedEx) to send it back to us:
- The package will eventually return to our facility.
- Upon receipt, a refund will be issued to your original payment method.
- Please note that "Refused" packages often take longer to return to us than standard returns, which may delay your 10-day refund window.
