How do I edit or cancel an order before it ships?Updated 3 hours ago
Quick answer
If your order hasn't shipped yet, we can usually edit or cancel it, but the window is short. Message support with your order number as soon as possible. Orders move into physician review and compounding quickly, and once a prescription is compounded or shipped, it can't be modified. For orders containing prescription products, the prescription portion can be canceled and refunded before compounding, but a variant can't be swapped without a new physician review.
What We Can Do Before Your Order Ships
If your order is still in the system or under physician review, we can usually:
- Cancel the order entirely
- Remove an item (for example, take the roller or an accessory off the order)
- Change a quantity
- Add an accessory (Exfoliation Brush, Microderm Scalp Roller)
- Change a topical variant, but only with a new physician review, since every variant is prescription-compounded
What We Can't Do
- Modify an order after it's shipped (see our guide on how to return a product)
- Swap a prescription variant without a new physician review
- Reduce a prescription order to a partial refund after it's been compounded
How to Request a Change
- Message support through your Adegen account or email [email protected].
- Include your order number and exactly what you'd like changed.
- Send it as soon as possible, since timing is everything here.
Order changes are time-sensitive, so we prioritize them. We act on edit and cancel requests as quickly as we can, typically the same business day. The window is short, so message us immediately, ideally before the order has moved into compounding.
Timing: Why the Window Is Short
Once your prescription is approved it goes into compounding quickly, often the same or next business day. A compounded prescription is made specifically for you and can't be restocked, so once that step starts the order is locked. The earlier you reach us, the more we can do.
After Your Order Ships
If your order has already shipped, we can't edit it, but you may still have options. See our guide on how to return a product for non-prescription items, and our guide on what to do if your order is missing items or you got the wrong item.
Next steps
- Message support with your order number right away if you need a change.
- See our guide on changing your shipping address if the issue is the delivery address.
- See our guide on cancelling your subscription if you want to stop future recurring orders rather than edit this one.