Macy's /  Help Center

How can I change or cancel my order?
Order Change Timeframe

Order Type

Approximate Time Frame to Make a Change or Cancel

Online order shipping to a residence or a store

30 Minutes or less

Buy Online Pick-up In-store or Same-day delivery

15 Minutes or less



The following CAN be updated:


The following changes or updates CAN be made to an order if you are within the above timeframes:

  1. Shipping information such as name, address, or phone number.
  2. Item color or size.
  3. Adding or removing items.

To request changes to your order, you MUST contact Customer Service at 800-289-6229 (Monday - Sunday, 8am - 10pm ET) or chat with us by using the chat link at the bottom of the page.

Note: Your method of payment may need to be re-authorized if changes are made to your order, so please have it available.

The following CANNOT be updated:

The following changes or updates CANNOT be made to an order:

  1. Billing information such as name, address, or phone number.
  2. Payment method.

If you need to change this information, you would need to cancel the order and place a new order with the correct information.



Frequently Asked Questions:

How do I cancel my order?

If you're signed in using your Macy's account:

  1. Select the "Order Details" link of the order you wish to cancel
  2. Select the "Cancel Order" link.
  3. Once the cancel confirmation appears, select "Yes" to confirm that you are canceling the order.

You'll receive an email confirmation that your order has been canceled.


Note: If your order is not showing an option to cancel this indicates your order is already in processing and can no longer be canceled.


If you checked out as a guest:



What can I do if it will not let me cancel my order?

If you’re unable to cancel your order, you can:

  • Contact Customer Service at 800-289-6229 after you receive your shipping confirmation email and ask if your order can be returned to sender. We will do our best to have the package returned.

If we are not able to have your order returned, you can:

  • Refuse the package at the time of delivery. Let the carrier know you would like to have your order returned to sender. We will process a refund within 10 days of receipt.
    -or-
  • Return your purchase by mail or in store. Click here to view our return policy.
    • Note: Returning in-store is the quickest way to receive a refund



Can I change my order to be store or curbside pickup?

No. Since stock is unique to each store location we are unable to change a shipped order to a store pickup or change a store pick-up to a shipped order. You would need to place a new order and cancel or return the previous order.



Can I make changes to my Store or Curbside Pick-Up order?

  • CHANGE or UPDATE: Once you have placed your store pick-up/ curbside order we are unable to make changes to the order. You may cancel your order if it is still within the 15 minute change window or place a new order for any additional items. Store stock will vary from location to location and some items may only be available online.
  • CANCEL: You can cancel your order online within 15 minutes of placing it. If you don’t see a cancel option, it means your order is being processed and cannot be canceled. If you no longer want the order, it will be automatically canceled if it is not picked up within 7 days. After the 7th day a refund will be issued to your original form of payment.
  • LOCATION CHANGE: Since merchandise is specific to individual store stock, we are unable to change the pick-up location to another store location or to warehouse fulfillment. You would need to place a new order and choose the alternate store location pending stock availability and cancel or return your original order.



What if my order was canceled and I did not request it to be?

Click here for more information if your order was canceled and you did not make that request.

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