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After you place an order, you may need to cancel it or change something on it. This article explains when you can cancel, why you can’t modify a placed order, and what happens if an item becomes unavailable.

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How to cancel an order

You can only cancel an order while it is still in the Placed status. Once an order moves to Fulfilled, our operations team has already processed it and you can no longer cancel it. See Order statuses for the full list of statuses and what each one means. To cancel an order:
1

Go to Orders & Shipments > Orders

Open the Orders & Shipments > Orders section in the cockpit.
2

Open the order

Select the order you want to cancel.
3

Cancel the order

Click Action > Cancel.
Once an order reaches Fulfilled status, you can no longer cancel it from the cockpit. Contact support@getprimo.com with questions about an order that has already been processed.

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How to modify an order

You can’t modify a placed order directly — including the product, quantity, or shipping details. To change an order, cancel it while it’s still in Placed status and place a new one with the correct information.

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Out-of-stock items

On rare occasions, our supplier runs out of an item you ordered before we process it. When this happens, our operations team contacts you directly and suggests a similar alternative product, so you don’t have to wait for a restock. We work to keep your delivery on time for your new team member’s start date.

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Contact

Our operations team is available for any question about your order. Reach out to support@getprimo.com.