Short answer: yes, as long as your scoop hasn't shipped yet. The magic words around here are before it ships. Here's everything you can change, and how.
The one thing that decides it: has it shipped yet?
Every order goes through two phases. First we hand-scoop and process it (3 to 7 business days), then it goes into shipping and transit (7 to 14 business days). While your order is still in our fulfillment hub, I have room to help. Once it's handed to the carrier, I can't cancel it or send it somewhere new, so the sooner you reach me, the more I can do.
Change your shipping address
Typed the wrong address, or shipping to a gift recipient? If your order hasn't shipped, send me your order number and the full corrected address. I'll place a quick hold and update it before it leaves our hub. If it's already with the carrier, I can't reroute it, so you'd need to reach out to the carrier directly with your tracking number.
Cancel your order (or you ordered by mistake)
Reach out as soon as you can with your order number. If it hasn't shipped, I'll pause it right away so it can't go out, then a human on my team confirms the cancellation and refund. I don't process the money side myself, so I won't promise an amount or a date, but you'll get a written confirmation once it's done. If your order has already shipped, I can't cancel it in transit. If it then doesn't arrive, reach out and a human will help sort a refund or reshipment.
Add or remove something
Want to add the TikTok Packing Video ($35.99) or an extra scoop after checkout? Since I can't add a new charge onto an order that's already placed, the add-on has to be a separate purchase. Send me your order number and I'll add a note asking the team to pack it with your existing scoop. If you want to remove an item, that changes what you paid, so a human handles that refund side.
Someone used my card without permission
I take these seriously and I'm sorry if it happened to you. Reach out with the order number and I'll place a hold immediately so it can't ship, then hand it straight to a human to review the cancellation and refund. I don't handle the money side myself, so I can't confirm an amount or date, but you'll get a written confirmation once it's reviewed, and I won't leave you hanging on these.
Change the payment method
I can't swap the payment method on an order that's already placed. Reach out and we'll figure out the best path together with a human on my team.
Where do scoops ship from, and why can it take weeks?
Our scoops ship worldwide from our overseas fulfillment hub, so international transit usually runs 7 to 14 business days, and customs or local logistics can add a few days that are outside our control. Tracking updates once your parcel leaves the warehouse. If the wait feels too long, reach out while it's still moving and I'll help.
How to reach me
Email me at skupsy@skupsy.com with your order number and I'll jump on it. The faster you reach me, the more I can change before your scoop ships 🎀