Changing or cancelling an order
Need to change or cancel an order? Contact us as fast as you can. We can usually help before your order goes into production: but once it's sent, it can't be changed.
Need to change or cancel? Act fast
Mistakes happen, a wrong address, a typo in your letter, or a change of plans. We get it, and we'll do our best to help.
The most important thing to know is this: timing is everything. The sooner you reach out, the more likely we can make the change or cancel the order in time. Once your letter is printed and sent, it's on its way and can no longer be changed.
So if something needs fixing, contact us right away.
How your order moves through our system
Your order goes through three stages. What we can do depends on where your order is when you reach us.
| Stage | What it means | Can we change or cancel it? |
|---|---|---|
| Placed | Your order is received and waiting to be processed | Yes. Contact us right away and we'll do our best to handle it |
| In progress | Your letter is being prepared for printing and mailing | Maybe. We'll try, but we may not be able to in time. You order might already be packaged and with postage on it |
| Completed / Sent | Your letter has been printed and handed off for delivery | No. The letter is already on its way |
Because orders can move into production quickly, don't wait. Reach out the moment you know something needs to change.
The fastest way to reach us
The quickest and most reliable way to request a change or cancellation is to reply to your order confirmation email using the same email address you used to place the order. This helps us find your order instantly and confirm it's really you, so we can act without delay.
In your email, let us know whether you want to change something or cancel the order completely. If you're changing details, be specific (for example, the correct address or the wording to update).
Other ways to contact us
If you can't reply to your confirmation email, you can still reach us: it just may take a little longer to confirm your request.
- Live chat: start a conversation with us directly on our site for the quickest response.
- Email: send us a an email to contact@online-post.ca.
Keep in mind: if you reach out from a different email than the one used for the order (or using the live chat), we may need to ask a few questions to confirm you're the sender. This can slow things down, which is why replying to your confirmation email is always the best option.
What happens after your letter is sent
Once your order is completed, your letter has been printed and handed off for delivery. At that point we can no longer change the address, edit the contents, or cancel it: the letter is already on its way to its destination.
This is why we always recommend reviewing your order carefully before placing it, and contacting us right away if anything looks wrong.
Last updated: June 1, 2026
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