Change the shipping address of an order

Table of contents

• Overview
• Direct shipping orders: not yet transferred to the lab
• Direct shipping orders: transferred to the lab
• Batch shipping orders: not yet transferred to the lab
• Batch shipping orders: transferred to the lab
• The takeaway

Overview

In this article, you'll learn how to change the shipping address after an order has been placed, depending on the order type and status.

Direct shipping orders: not yet transferred to the lab

You can change the shipping address for direct shipping orders that have not yet been transferred to the lab directly from the customer profile page.

1. Go to the Orders page → Customer Orders.
2. Open the order you want to update.
3. Click the customer's email address under Buyer Details to open the customer profile, or search for the customer profile manually.

• If billing and shipping addresses are the same, click Edit under the billing address.

• If the shipping address differs, click Edit under the shipping address.

• Enter the new address in the pop-up and click Save.

Direct shipping orders: transferred to the lab

Once a direct shipping order is transferred to the lab, only the partner lab can update the shipping address—if the order has not yet shipped.

Please contact customer care via phone or live chat immediately to check your options.

Batch shipping orders: not yet transferred to the lab

You can change the shipping address from the photo job settings page for batches that haven’t yet been sent to the lab.

1. Open the photo job and scroll to the Batch Shipping section.
2. Click Change to update the shipping address for all unsent batches.

• Click Acknowledge & Save to confirm your changes.
• [Note for US customers] Changing the shipping address may affect sales tax calculation.

If manual processing is enabled, you can update the shipping address during batch preparation:

1. Click the batch ID or Open to enter the batch.
2. Click Prepare production in the top-right.
3. In the summary view, click Change address to modify the delivery details.

Batch shipping orders: transferred to the lab

Once the batch has been transferred to the lab, only the partner lab can change the shipping address if the batch has not yet shipped.

Please contact customer care by phone or live chat immediately for support.

The takeaway

Shipping address changes depend on order type and status. For untransferred orders, changes can be made directly. For transferred orders, prompt contact with customer support is necessary. Always verify the current status before making changes.