If you need to cancel your order or change your shipping address
It's very important that we hear from you right away before the order ships.
To cancel your order
Look in your order confirmation email for this link:
If the order has not yet shipped, this link will let you automatically cancel and refund your order.
If your order has already shipped, you will not be able to cancel the order. It's on it's way. If you want to return it for a refund once it arrives, you can do that. See how to return an order.
To change your shipping address
Please visit cut.com/addresschange right away. This is a form you can fill out to tell us your corrected address.
This form goes directly to the shipping center, and they check it before each batch of shipments.
You can also submit a cancellation request via this form, but it does not automatically refund your order. We check this form regularly and will process the cancellation/refund if the order has not already shipped.
It's just a form, so it will accept your submission no matter what. However, we cannot cancel or change your order if it has already shipped.
We also cannot modify a delivery address while the shipment is in transit. It's just not a thing that the mail allows.
If the package is heading to an old address, and you have mail forwarding set up to your new address, usually USPS will honor that. Outside the US, you can inquire with your local postal service or with the delivery service (whichever service we gave you a tracking number for) to see if they can make special delivery arrangements for you.
If the order is returned to sender because of a delivery problem, we can address the issue at that time. See returned packages.
If you have some other inquiry about your order
If you can't find an answer to your question here in the FAQ, you can also:
• Reply to any email you received from us (such as an order confirmation email).
We prefer this because your order details are right there in the email.
• If you don't have that handy, you can just email us directly at firstname.lastname@example.org.
Please remember that we have to locate your order when you email us. So be sure to either provide your order number (if you know it), or the email address on the order, if it isn't the same one you're emailing from.
• There is also a form at the bottom of every page in this FAQ that you can use to send us an email.
Please include whatever order information will help us locate your order.
You should get an automatic response when you email us noting that your email has been received.
If you need to follow up, please reply to that same email so we can keep all your correspondence threaded on our end and don't miss any messages from you. We try to respond within 24 hours to all inquiries, but it depends on the number of messages we're fielding at any given time.
We do not offer customer support via phone. We are a small team and manning a phone line is not possible at the moment.