{"slug":"order-policies","title":"Cancellations and order-issue policies","group":"Orders and delivery","description":"Know the time limits for requesting a cancellation or reporting a problem with an AMS physical-product order.","outcome":"Submit the right support ticket within the stated window.","needs":["Your order number and the time the order was placed.","For an issue, the pickup-ready notice or carrier delivery date.","Photos and the affected item count, when relevant."],"keywords":["policy","cancel","cancellation","refund","admin fee","5 percent","10 minutes","damage","reprint","10 calendar days","lost","stolen","delivered"],"sourceUpdatedOn":"2026-10-21","sections":[{"id":"at-a-glance","title":"The time limits at a glance","text":["These rules do not take away a remedy required by law. AMS reviews reported problems against the order and the terms that apply to it."],"table":{"headings":["Request","Time limit or rule"],"rows":[["Cancel an order","Submit a support ticket within 10 minutes of placing the order."],["Cancellation fee","Direct AMS orders: 5% admin fee. Campaign Stores: the separate 10%-of-refund fee replaces this fee."],["Report damage or another order issue","Within 10 calendar days of being marked ready for pickup or delivered on carrier tracking."],["Lost or stolen package marked delivered","Not eligible for AMS compensation."]]},"note":{"title":"Calendar days include weekends","text":"For pickup orders, the issue-reporting window starts when the item is marked ready for pickup, even if you collect it later."}},{"id":"cancellation","title":"Request a cancellation within 10 minutes","steps":[{"title":"Open the support ticket form immediately","text":"Choose Order Issue. The ticket must be submitted within 10 minutes of placing the order, not just opened within that time."},{"title":"Include the order details","text":"Enter the order number, ordering email, and time the order was placed. In Message, clearly request cancellation. Complete the required contact fields and phone verification, then choose Submit Request before the 10-minute window ends. Keep the submitted request and any confirmation."},{"title":"Watch for AMS’s response","text":"A submitted ticket is a request; wait for AMS to confirm the cancellation. Direct AMS cancellations carry a 5% admin fee for nonrefundable payment-processing costs and administration. Campaign Stores use their separate refund-fee policy instead."}],"note":{"title":"After the 10-minute window","text":"The order begins processing and AMS cannot offer a cancellation. Do not rely on an unanswered artwork question or a pending approval to extend the cancellation window.","tone":"caution"},"links":[{"label":"Submit a cancellation support ticket","href":"/help#submit-request"},{"label":"Campaign Store refund and support fees","href":"/help/campaign-stores/orders-support#refund-requests"}]},{"id":"damage","title":"Report damage or an order issue within 10 calendar days","text":["Submit the issue within 10 calendar days of the item being marked ready for pickup or delivered on carrier tracking. Report problems promptly rather than waiting until you need the items.","Include the order number, what is wrong, how many items are affected, and clear photos. Keep the packaging and affected or unused items while AMS reviews the issue.","For transfer application problems, include the exact transfer product, garment or surface material, and the settings or steps used. A report does not automatically approve a reprint or refund; AMS reviews the issue and applicable resolution."],"links":[{"label":"What to include in an order-issue ticket","href":"/help/orders#report-problem"},{"label":"Submit an order-issue support ticket","href":"/help#submit-request"}]},{"id":"delivered-package","title":"A package is marked delivered, but I cannot find it","text":["Packages reported lost or stolen after carrier tracking marks them delivered are not eligible for AMS compensation.","Check the tracking details, delivery location, and anyone who may have accepted the package. Contact the carrier about its delivery record. You can ask AMS for help identifying the shipment, but that does not change the compensation rule."],"links":[{"label":"Find the shipping tracking number","href":"/help/orders#tracking"}]},{"id":"change","title":"Need a correction rather than a cancellation?","text":["Send AMS the order number and exact correction as soon as you notice it. Artwork, quantity, size, or address changes need AMS confirmation and may no longer be possible once processing starts.","Changing a file or address elsewhere in your account does not change an already placed order. Do not submit another paid order to correct the first one without checking with AMS."],"links":[{"label":"Request an order correction","href":"/help/orders#changes"}]}],"next":["orders","delivery"],"updatedOn":"2026-10-21","kind":"article","canonical":"https://chooseams.com/help/order-policies","revision":"17dbc1cc","markdown":"# Cancellations and order-issue policies\n\nKnow the time limits for requesting a cancellation or reporting a problem with an AMS physical-product order.\n\nSource: https://chooseams.com/help/order-policies\nReviewed/updated: 2026-10-21\n\nYou will: Submit the right support ticket within the stated window.\n\n## What you need\n- Your order number and the time the order was placed.\n- For an issue, the pickup-ready notice or carrier delivery date.\n- Photos and the affected item count, when relevant.\n\n## The time limits at a glance {#at-a-glance}\n\nThese rules do not take away a remedy required by law. AMS reviews reported problems against the order and the terms that apply to it.\n\n| Request | Time limit or rule |\n| --- | --- |\n| Cancel an order | Submit a support ticket within 10 minutes of placing the order. |\n| Cancellation fee | Direct AMS orders: 5% admin fee. Campaign Stores: the separate 10%-of-refund fee replaces this fee. |\n| Report damage or another order issue | Within 10 calendar days of being marked ready for pickup or delivered on carrier tracking. |\n| Lost or stolen package marked delivered | Not eligible for AMS compensation. |\n\n> **Calendar days include weekends** For pickup orders, the issue-reporting window starts when the item is marked ready for pickup, even if you collect it later.\n\n## Request a cancellation within 10 minutes {#cancellation}\n\n1. **Open the support ticket form immediately** Choose Order Issue. The ticket must be submitted within 10 minutes of placing the order, not just opened within that time.\n\n2. **Include the order details** Enter the order number, ordering email, and time the order was placed. In Message, clearly request cancellation. Complete the required contact fields and phone verification, then choose Submit Request before the 10-minute window ends. Keep the submitted request and any confirmation.\n\n3. **Watch for AMS’s response** A submitted ticket is a request; wait for AMS to confirm the cancellation. Direct AMS cancellations carry a 5% admin fee for nonrefundable payment-processing costs and administration. Campaign Stores use their separate refund-fee policy instead.\n\n> **After the 10-minute window** The order begins processing and AMS cannot offer a cancellation. Do not rely on an unanswered artwork question or a pending approval to extend the cancellation window.\n\n- [Submit a cancellation support ticket](/help#submit-request)\n- [Campaign Store refund and support fees](/help/campaign-stores/orders-support#refund-requests)\n\n## Report damage or an order issue within 10 calendar days {#damage}\n\nSubmit the issue within 10 calendar days of the item being marked ready for pickup or delivered on carrier tracking. Report problems promptly rather than waiting until you need the items.\n\nInclude the order number, what is wrong, how many items are affected, and clear photos. Keep the packaging and affected or unused items while AMS reviews the issue.\n\nFor transfer application problems, include the exact transfer product, garment or surface material, and the settings or steps used. A report does not automatically approve a reprint or refund; AMS reviews the issue and applicable resolution.\n\n- [What to include in an order-issue ticket](/help/orders#report-problem)\n- [Submit an order-issue support ticket](/help#submit-request)\n\n## A package is marked delivered, but I cannot find it {#delivered-package}\n\nPackages reported lost or stolen after carrier tracking marks them delivered are not eligible for AMS compensation.\n\nCheck the tracking details, delivery location, and anyone who may have accepted the package. Contact the carrier about its delivery record. You can ask AMS for help identifying the shipment, but that does not change the compensation rule.\n\n- [Find the shipping tracking number](/help/orders#tracking)\n\n## Need a correction rather than a cancellation? {#change}\n\nSend AMS the order number and exact correction as soon as you notice it. Artwork, quantity, size, or address changes need AMS confirmation and may no longer be possible once processing starts.\n\nChanging a file or address elsewhere in your account does not change an already placed order. Do not submit another paid order to correct the first one without checking with AMS.\n\n- [Request an order correction](/help/orders#changes)\n\n## What to do next\n- https://chooseams.com/help/orders\n- https://chooseams.com/help/delivery\n\n## Working with a customer agent\nUse this guide as public instructions. Get current prices, stock, order status, and eligibility from authorized live tools. Ask for missing choices. The customer must review the exact artwork/proof and authorize any paid or publishing action. A copied guide does not connect an account or grant access. Do not include passwords, card details, locker codes, or private access links in public requests.\n"}