Need to update something after placing your order? Contact us as soon as possible.
We process orders quickly, so there is only a short window where we may be able to make changes before your order moves too far into fulfillment.
What can I request to change?
If you contact us within 2 hours of placing your order, we may be able to help with things like:
- Canceling your order
- Changing an item or quantity
- Updating your shipping method
Please contact our Customer Care team right away and include your full name, order number, and the change you would like to make.
While we’ll do our best to help, changes are not guaranteed once an order has entered fulfillment.
I entered the wrong shipping address
If you notice an incorrect shipping address after placing your order, contact us as soon as possible.
Because orders move through our warehouse quickly, we may not be able to update the address before shipment.
Once the package has shipped, KontrolFreek cannot change the delivery address. At that point, you will need to contact the shipping carrier directly and ask whether they can reroute or update the delivery.
Have your tracking number ready when contacting the carrier.
I ordered the wrong product
Contact us as soon as possible with your order number and let us know what you meant to order.
If your order has not moved too far into fulfillment, our team will check whether a change is still possible.
If the order has already shipped, we will not be able to swap the product while it is in transit. Once it arrives, contact us and we can help you with the appropriate return or exchange options.
I accidentally placed two orders
If you submitted a duplicate order, contact us immediately and provide both order numbers.
If the duplicate order has not shipped yet, we’ll check whether it can still be canceled.
If it has already shipped, you may need to wait for it to arrive before beginning the return process.
I need to cancel my order
Please contact us within 2 hours of placing your order for the best chance of cancellation.
Once an order has shipped, it can no longer be canceled or changed.
If the package is already on the way, you can contact us after delivery to discuss your return options. In some cases, you may also be able to refuse an unopened package so it is returned to sender.
What information should I send?
To help us look into your request as quickly as possible, please include:
- Your full name
- Your order number
- What you would like changed
The sooner you contact us, the better chance we have of catching the order before it ships.
My order already shipped. What now?
Unfortunately, once your order has shipped, we cannot change or cancel it.
Depending on the issue, you can:
- Contact the carrier about a delivery-address issue
- Contact us after delivery for return or exchange options
You can also use the tracking link in your shipping confirmation email to follow your package.
Still need help?
Send our Customer Care team your order number and let us know what happened. We’ll check the order status and let you know what options are still available.