Occasionally, though not often, we have to void a shipping label. Among other things, this can be because we found an error on it, because the label tore as it was being applied to the package, or because it was accidentally affixed to the wrong package. We ship a lot of packages and now and then there is a mishap.
If you have received an email from us with your tracking information, but the tracking shows the order has been canceled when you view it, chances are, one of those things happened and we had to print a new label for your package. Every label has its unique tracking number. So the fact that we had to generate a new label for you, makes the tracking number on the original label null and void. This will often cause the original tracking number to show as "Order Cancelled" on the carrier's tracking website. Currently, our system doesn't automatically send out a new tracking email when a replacement label is printed. It only sends out one tracking email...when the first label is printed (something we hope to remedy shortly). However, please know, we can manually email you the new tracking number, or provide you with the new tracking number over the phone.
If your tracking information is showing your order was canceled, simply email us at email@example.com and let us know. We will look into the matter for you. As stated above, it is most likely a case of a voided shipping label, and your order is already on its way with a replacement shipping label. In that case, we can email you the new tracking information so you can follow your package's progress on its way to you. We appreciate your business, patience, and understanding!
Note: If you prefer to call and speak to one of our Customer Service Representatives, we can be reached at (972) 552-7246 during normal business hours (Monday through Friday, 9:00 a.m. - 5:00 p.m. Central time, Excluding Major Holidays).