Best before picking, packing, fabrication, payment release, or carrier booking.
Order changes
Order Changes and Cancellations
Policy page sections
Order number, SKU, quantity, requested change, and timing reason keep review direct.
Received, approved, declined, offline credit review, and post-ship routes are different states.
Delivery, return, warranty, shortage, or freight-claim handling may replace cancellation.
Fast state check
Match the request to the current order state.
Submitted, not released
Best chance for address, quantity, product, contact, payment, or cancellation review before processing or carrier booking starts.
Order support
Act immediately
In fulfillment or review
Changes depend on stock allocation, payment state, quote approval, special order work, account terms, or staged shipment status.
Support review
Adjust, split, hold, or decline
Released, shipped, or carrier booked
Freight, delivery, return, warranty, shortage, or claim handling may replace an in-place change or cancellation.
Freight or returns
Carrier and receiving status
Before processing starts
Contact STZINC as soon as the change is known. Review is simplest before product is picked, packed, fabricated, quoted, allocated to an account, or released to a carrier.
- Include order number, buyer name, email or phone, affected SKU, quantity, and requested change.
- State whether the change is product, quantity, billing, shipping address, contact, payment, timing, or cancellation.
- Do not place a second replacement order unless STZINC confirms that is the correct path.
Request confirmation and outcomes
A change or cancellation message means STZINC has received the request; it does not mean the order has been changed or cancelled yet. Keep the request in one thread until support confirms the result.
- STZINC confirms whether the request was received, approved, declined, moved to freight or returns, or waiting on account review.
- Do not treat payment, shipping, delivery, or refund status as changed until STZINC confirms the new order state.
- If cancellation is approved, the next confirmation should explain payment impact, refund submission timing, or why no refund is due.
Cancellation review
Cancellations are reviewed against payment status, product allocation, fulfillment progress, carrier booking, and whether the order was standard, custom, quoted, freight-managed, wholesale, or approved-account.
- Standard stocked orders may be easier to cancel before fulfillment release.
- A cancellation request is not final until STZINC confirms the outcome.
- Custom, cut, fabricated, special-order, quote-approved, freight-booked, or account-committed orders may be final sale or review-only.
- Approved cancellation refunds are processed only after STZINC confirms order state, payment record, and unreleased product status; approved refunds are submitted for processing within 5-10 business days after review.
- Refund timing depends on payment state, provider processing, accounting review, and whether any portion has already been released.
After shipping starts
Once an order is shipped, staged for freight, or carrier booked, support may need shipment, delivery, return, warranty, shortage, or freight-claim handling instead of an in-place change.
- Address corrections, delivery windows, liftgate, dock access, appointment timing, and intercept requests depend on carrier status.
- Visible damage, shortage, wrong item, or delivery issue should move to the post-delivery support path with photos and receiving notes.
- Returned heavy, oversized, palletized, or delivery-sensitive product may need freight review before anything moves back.
Custom, quoted, and wholesale orders
Reviewed orders can carry commitments standard cart orders do not: material allocation, fabrication labor, approved pricing, purchase order handling, account terms, freight booking, or branch coordination.
- Send the quote, PO, account, branch, or buyer approval context with the request.
- Ask for one reviewed outcome: change, hold, split shipment, substitute, cancel, or move to freight/account handling.
- STZINC may route the request to support, freight, quote, or wholesale review when the current order path no longer owns the issue.
Case prep