Understanding Cutoff Times for Order Modifications

This guide outlines order modification cutoff times, eligibility rules, and the steps to request changes before fulfillment begins.

Updated over a week ago

Managing orders efficiently means knowing when changes can still be made before they’re processed for fulfillment. This article outlines the cutoff times for modifying orders based on warehouse type and time zone. Following these guidelines helps avoid disputes, enhances customer satisfaction, and ensures smooth fulfillment.

Things to keep in mind

• Bonded warehouse orders may take 2 days for the last-mile tracking number to appear.
• There are no operations during weekends, so the cutoff hours apply only on business days.
• You can request order modifications between 9:00 AM and 7:00 PM EST (DST) or 8:00 AM to 6:00 PM ET (non-DST), as long as the order hasn’t shipped.
• Always contact us before making changes to an order. Even if the status shows “in progress,” the order may already be packed and ready to ship. Our fulfillment center scans in batches, so the system may take a bit longer to reflect the actual status.
• Interceptions are not guaranteed. Each request is reviewed on a case-by-case basis through a support ticket.
• Very few carriers support address changes or package interceptions once the shipment is on the way.
• Once the order is in transit, carrier support for address changes is not guaranteed.

❗️ Reminder for orders shipped through the VN bonded warehouse: Once a First Mile or Last Mile tracking number has been generated for an order, it can no longer be modified or cancelled, even if the status still shows as "In Progress." The generation of these tracking numbers signifies that the shipping label has already been printed and the package is prepared for immediate dispatch. To maintain fulfillment efficiency and prevent shipping discrepancies, we are unable to add/remove products or stop the delivery once this stage is reached.

Process flow

Step 1: Check the time zone and warehouse type.

Step 2: Determine eligibility for modification

You can request any of the following within the allowable window:

• Change shipping address
• Cancel the order
• Add, remove, or edit items

Requests made after the cutoff or after shipping will not be accepted.

Another helpful step is checking the order’s status. If it is still marked as Order Received or In Progress, you can update the status. For guidance, you can refer to our Reviewing Order Status Before Requesting Changes page for detailed steps.

Step 3: Submit a modification request if eligible

You may send it through any of the following:

• Send an email to support@portless.com.
• Submit a ticket via the Portless Help Center.
• Chat with us by clicking on the bottom right chat bubble on the Merchant Admin Portal.

Sample scenarios

Allowed: A customer placed an order at 12:00 AM EST and asked to update the shipping address at 1:00 AM EST. You contacted support at 8:30 AM EST. This is within the cutoff window, so the request will be accepted.

Ineligible: A customer placed an order on September 1st at 10:00 AM EST and requested an address change on September 2nd at 10:00 PM EST. This is outside the modification window, so the request will be denied.