Macy's /  Help Center

Why was my order canceled?

Every order is unique, so reasons for delay or cancellation may vary. Reasons include, but are not limited to:

  • We are not able to verify your billing or shipping information.
  • If your delivery requires a signature and no one is available to sign and multiple delivery attempts have occurred.
  • The items and/or quantities of items that you are ordering have exceeded the limits set forth on the item page.
  • There was an issue with our inventory, and during the fulfillment process, the item was no longer available.
  • Your buy online pick-up in-store item has not been picked up within 7 days.


If any of these apply, we may contact you for additional verification. Your order will be canceled if we’re unable to reach you.

If you have any questions please feel free to chat online with us using the link below or call us at 1-800-289-6229.



Frequently Asked Questions

Why didn’t I received a cancelation email?

If your order has been canceled in whole or in part, you will receive an email notifying you of the cancelation.

  • If you have not received an email, check your spam folder
  • If you still have not found an email from us, check that the email address you provided on your order is correct
  • Check your Order Status at macys.com to verify if any part of your order was canceled.


Why was my Buy Online, Pickup In-Store order canceled?

Once you have placed your order for pickup in-store, a a Store Colleague will find the item and put it aside for you. In some cases, an item from your order has been purchased in-store and is no longer available. You will be notified by email if any items from your order are unavailable.


Also, if your order is not picked up within seven days, it will be canceled.



Why was my Same-Day Delivery or Next-Day Delivery order canceled?

Orders over $500 require a signature when the delivery arrives. If you are unavailable to accept the delivery after multiple attempts, your order will be canceled. Orders under $500 don't require a signature and will be left at the delivery address.



Why was my order canceled immediately after placing it?

If this happens, verify the following information:

  • Your billing and card information is correct and up to date
  • The items and/or quantities of items that you are ordering have not exceeded the limits set forth on the item page.



Why was my order canceled the day after I placed it?

If this happens, it’s likely there was an issue with our inventory, and during the fulfillment process, the item was no longer available.

While Macy's always tries to ensure accuracy, we reserve the right to correct any errors in pricing or descriptions and to cancel or refuse to accept any order based on an incorrect price or description. Such corrections may be made even after an order is accepted.



Why is there a charge on my card if my order was canceled?

When you place an order, we put an authorization hold on your credit card in the amount of your order.  This hold secures the funds and is not charged until your order ships.

If your order is canceled for any reason, Macy's will send an authorization reversal to your bank.

The exact amount of time until the hold is removed from your account is determined by your bank or credit card company, so the time frame may vary.