# How to change your order

### Overview

This article explains how to request changes to an order after payment, including updating the shipping address, changing the design file, or adjusting product details. This guide helps you understand when changes are possible, how to submit a ticket correctly, and what refund options apply if changes cannot be made.

### How To Change Your Order on BurgerPrints

As a paid order may already move into the production stage, not all changes are possible. After payment, all order change requests must go through a support ticket, and approval depends on the current order status and whether production has started. To avoid missing the critical time window and to understand possible refund outcomes, please follow the instructions below carefully.

#### Option 1: Cancel the order and create a new one (Recommended)

After creating an order, you have **30 minutes** to proactively cancel it directly from the **Order tab** on the **Dashboard**. This is the fastest and safest way to change order information, including the shipping address or design file.

When an order is successfully canceled, BurgerPrints refunds the order amount to your **B-Wallet** on the same working day, allowing you to place a new order immediately.

After 30 minutes, cancellation is subject to the current order status. Once the order enters the Production stage, you can no longer cancel it manually. In this case, submit a support ticket and follow the instructions in ***Option 2***.

#### Option 2: Change the order via ticket

If the order exceeds 30 minutes and has already entered the **Production stage,** you must submit a ticket to request a change. This request is to check whether the order information can be changed and does not guarantee that the change can be applied. The system reviews the order status to determine eligibility before responding to the ticket.

### How To Cancel An Order

#### Step 1: On the Dashboard, select **Orders**, then click Edit the order you want to change

<figure><img src="/files/Gq0z3XASm8bRYbhVvP0R" alt=""><figcaption></figcaption></figure>

#### Step 2: Click Create Ticket

<figure><img src="/files/XxMxCuXGjm5QrmOaqrMu" alt=""><figcaption></figcaption></figure>

#### Step 3: Click Refund, select Cancel order, describe your issue, then click Create ticket to finish

<figure><img src="/files/ZGN0dfcFR0khgOPW4hYP" alt=""><figcaption></figcaption></figure>

**Note:**

* You can view the ticket you have just created right in the **Orders** tab.

<figure><img src="/files/VmtXp4p1XYvBbnfuTXif" alt=""><figcaption></figcaption></figure>

* Or click the **Tickets** tab to see the ticket status and reply from BurgerPrints' Support team

<figure><img src="/files/sF1fDEKxkDHNaYR1hMtq" alt=""><figcaption></figcaption></figure>

### How To Submit A Ticket To Change Order Information

#### Step 1: Go to Orders, select Edit

<figure><img src="/files/4QHQH0LveJXkesjloB4G" alt=""><figcaption></figcaption></figure>

#### Step 2: Click **Create ticket**

<figure><img src="/files/6fODpN34woeHGbK2n1cO" alt=""><figcaption></figcaption></figure>

#### Step 3: Select **Adjust/Check, choose Change Order Information, describe your issue, and click Create ticket to finish**

In the **Describe your issue** field, clearly state your request:

* **Change address:** Enter the full **new shipping address**.
* **Change design:** Attach the **new design file** or provide the updated design link.

Changing the design file is more restricted than changing the shipping address once production starts.

<figure><img src="/files/O2bsRTFs4Yucs7FrXleO" alt=""><figcaption></figcaption></figure>

#### Select a fallback option

Add a fallback option in case the system cannot apply your requested change:

* **Continue processing the order** to avoid holding the order
* **Cancel shipping and refund shipping cost** (Partial refund)

If changes are no longer possible, canceling shipping helps you recover part of the cost instead of losing the entire order value.

Read more about partial refunds and how they work.

### Tips and Best Practices

* Review your order carefully and cancel within the first **30 minutes** to ensure changes are guaranteed.
* Submit **one ticket per order** and include complete information in your first request.
* Always provide the **full new shipping address** or the **correct design file or link**.
* Late requests or incomplete information may cause you to miss the intervention window.

### Frequently Asked Questions

1. **Is submitting a ticket guaranteed to change my order?**\
   Order changes are guaranteed only if you cancel the order within the first **30 minutes** after creation. After 30 minutes, changes are **not guaranteed** and depend on the current order status. The system reviews the ticket and confirms whether the change is possible.\
   BurgerPrints recommends reviewing your order carefully and canceling within 30 minutes to ensure any changes are applied.
2. **When do I receive a refund after canceling an order?**\
   BurgerPrints processes the refund to your **B-Wallet within the same working day** once the order is successfully canceled.
3. **What refund do I receive if shipping is canceled?**\
   If you select **Cancel shipping**, BurgerPrints refunds the **shipping fee only**. The product cost is not refunded if production already starts.

### Related Articles

* [How to manage an order on BurgerPrints](/orders-production-and-fulfillment/orders/how-to-manage-an-order-on-burgerprints.md)
* [How to apply full and partial cancellation policies](/policies-and-quality-assurance/policies/how-to-apply-full-and-partial-cancellation-policies.md)
* [Understanding return, reprint, and production error policies](/policies-and-quality-assurance/policies/understanding-return-reprint-and-production-error-policies.md)
* [Understanding terms of use, quality, and design copyright](/policies-and-quality-assurance/policies/understanding-terms-of-use-quality-and-design-copyright.md)

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