Cancellation &
Modification

There is a window in which we can still change your order. It is short, and this page explains exactly how long it is and why.

The 12-hour window

You can cancel or change an order within 12 hours of placing it. That covers cancelling outright, correcting a shipping address, swapping a size or colour, and adding or removing an item.

Email support@neojoy.com with your order number in the subject line and tell us what you would like changed. We will confirm by reply. Please do not assume a change has been made until you have that confirmation — the clock keeps running.

After 12 hours

Once the window closes, the order has entered production and can no longer be modified or cancelled. This is not an administrative preference. Production begins quickly so that orders leave our studio within 2–4 business days, and once a garment is being prepared it cannot be pulled back out of the queue.

If you contact us after the window and the order happens not to have moved yet, we will always tell you honestly and do what we can. We just cannot promise it.

If something is wrong with what arrives

A closed cancellation window does not leave you without recourse. Each shirt is printed after you order it, so there is no stock for a returned item to go back into — change-of-mind returns are not accepted. Any defect, flawed graphic or wrong item does get a free replacement, and you keep the original. Send us a photo and we will send a new one out. Full detail on the shipping & returns page.

Cancellations by us

Very occasionally we may need to cancel an order ourselves — a design is withdrawn between the order and the check, a pricing error slips through, or an order cannot be delivered to the address given. If that happens we will contact you and refund the order in full to the original payment method.

Getting hold of us

Email support@neojoy.com or call 262-219-3168, Monday to Friday, 9am–5pm PT. Email is fastest for anything time-critical because it timestamps itself. You can also use the contact form.