Can I Cancel or Change My Order?
Plans change — we get it. Here's how order modifications and cancellations work at ALTO.
Before Your Order Ships
If your order hasn't shipped yet, you're in the clear. You can cancel or modify it without any issues. Just reach out to us as soon as possible — the sooner you let us know, the easier it is to make changes.
Orders typically stay in "processing" for a short window after you place them, depending on how busy we are and when you order relative to our daily shipping cutoff. During this time, our team is verifying availability and packing your items. This is your best opportunity to make changes without complications. If you realize you forgot something or need to correct your shipping address, now's the time.
After Your Order Ships
Once your order is handed to USPS, things get trickier. It's already packed and in the mail stream, so a straight cancellation usually isn't possible. That said, contact us anyway — we'll help you figure out the best option, whether that's refusing delivery, returning the package, or arranging a replacement.
Keep in mind that once a package is scanned in by USPS, we no longer control its movement — the carrier does. We appreciate your understanding on this, and we're still happy to work with you when something genuinely goes wrong.
How to Reach Us
The fastest way to modify or cancel is to message us directly. You can find our contact info at the bottom of any page. The quicker you get in touch, the more options we have.
Text and chat get you the fastest response during support hours. If you reach out after hours, we'll get back to you as soon as we're back online. Email works too, but it's not ideal for time-sensitive changes. When you contact us, have your order number ready — it speeds things up considerably.
What About Refunds?
If we cancel your order on our end (out of stock, shipping issue, etc.), you'll get a full refund. If you cancel before it ships, same deal. After it ships, refund eligibility depends on the situation and the condition of the returned package — but we always try to be fair about it.
Refunds are processed back to your original payment method, typically within 3-5 business days once we have everything sorted. In some cases, we might offer store credit instead, especially if you're a regular customer. Store credit is applied immediately and can be used on your next order when you browse our menu.
Modifying Instead of Canceling
Want to add something to your order? Or swap one item for another? If your order hasn't shipped yet, we can usually make edits. Just let us know what you need changed and we'll update it before it goes out.
Modifications are often easier than full cancellations, especially if you're just swapping similar items or adding products. Any price difference is calculated and you'll be notified before we finalize the change. We can't remove items from a package that's already sealed and shipped, but we can usually add to an order that hasn't gone out yet.
Tips to Avoid Needing Changes
The best cancellation is the one you don't need to make. Double-check your cart before completing your order — verify the products, quantities, shipping address, and your contact info. If you're trying a new product and aren't sure about it, start with a smaller quantity rather than ordering in bulk right away.
We also recommend creating an account so your preferences and address are saved. It reduces ordering errors and makes checkout faster. Plus, you'll be able to view your order history, which helps if you want to quickly reorder your favorites.
Bottom line: we're flexible when we can be, but the earlier you reach out, the more we can help. Life happens, and we'd rather work with you than leave you stuck with an order you don't need.
