Cancel/Change Order
At Mootodo, we understand that customers may occasionally need to adjust or cancel an order shortly after checkout. Because many of our products involve customization, personalization, or rapid production workflows, we apply a clear and balanced policy that supports customer flexibility while protecting production efficiency.
Our intention is to give customers a fair opportunity to correct mistakes while ensuring that orders move smoothly once production begins. The policy below is written to be straightforward and easy to understand, so you always know what to expect when requesting a change.
Our 4-Hour Modification & Cancellation Window
Customers are granted a strict 4-hour window after placing an order to request any modification or cancellation. This is the only period during which changes are possible.
During this short holding period, orders are temporarily paused to allow customers to review details and request corrections if needed.
Once the 4-hour window expires, the order is automatically released into production and becomes final.
Changes Allowed Within the 4-Hour Window
Within the allowed timeframe, customers may request:
- Size adjustments
- Color or style changes
- Edits to custom text or personalization details
- Replacement of uploaded images or design files
- Changes to product type or quantity
- Full order cancellation
- Shipping address updates
Why the 4-Hour Window Is Strict
After the holding period ends, production preparation begins immediately. This includes:
- Reviewing design and personalization files
- Preparing print, embroidery, or engraving instructions
- Allocating materials, variants, and inventory
- Scheduling the order into the production queue
Once these steps start, making changes can lead to workflow disruptions, production delays, or wasted materials. For this reason, the 4-hour policy applies equally to all customers without exception.
How to Request a Change or Cancellation
If you need to make an adjustment, it is important to act quickly. Email is the fastest and most reliable method, allowing our team to prioritize urgent requests.
To submit a request correctly:
Send an email immediately to support@mootodo.com
Use the subject line:
“URGENT: Order [Your Order Number] Change/Cancellation”
Include the following details in your message:
- Full name
- Email address used at checkout
- Order number
- Clear description of the requested change
Examples of clear requests include:
- “Please change the size from Medium to Large.”
- “Please cancel my entire order.”
- “Please update my shipping address to the following…”
- “I uploaded the wrong image—please replace it with the attached file.”
You may also contact us through the Contact Us page on mootodo.com, but email is strongly recommended for urgent requests.
Requests submitted after the 4-hour window will be declined, as the order will already be in production.
No Changes After 4 Hours
Once the flexibility window has ended, the order is considered final. At this stage, Mootodo cannot accept requests for:
- Size changes
- Color or design modifications
- Custom text edits
- File replacements
- Order cancellations
- Shipping address changes
While we understand that mistakes can happen, this policy ensures consistent fulfillment speed and fairness for all customers.
Customer Responsibility for Address Accuracy
Customers are fully responsible for ensuring that the shipping address entered at checkout is accurate and complete. This includes verifying:
- Street name and number
- Apartment, unit, or suite number
- City, state, and ZIP code
- Correct spelling
- Carrier-recognized formatting (UPS, USPS, FedEx, DHL)
Even minor errors can result in delivery delays or failed shipments.
Incorrect Address & Delivery Issues
If a carrier is unable to deliver due to incorrect or incomplete address information, the customer will be responsible for any re-shipping fees.
Common delivery errors include:
- “Insufficient address”
- “Address not found”
- “Missing unit number”
- “Recipient moved”
If tracking confirms that a package was delivered to the address provided at checkout, Mootodo is not responsible for replacement or refund. The order will be considered fulfilled.
Customer Support Contact
Our support team is always available to assist with order-related questions or concerns.
Email: support@mootodo.com
Business Address:
MOOTODO LLC
1118 Lamar Drive, Bryan, Texas 77802, United States
Final Notes
This policy is designed to ensure fairness, consistency, and efficiency for all customers. Carefully reviewing your order details and acting quickly when changes are needed helps prevent issues later.
Thank you for choosing Mootodo. We truly appreciate your trust and remain committed to delivering a smooth and reliable shopping experience.
