I am a shopper, can I cancel my order?

Cancellation options depend on where your order is in the process. Your payment is protected throughout, and our team is here to help find the right resolution for your situation.

1. I have not accepted a traveler's offer, can I cancel the order?

Yes. If you haven't accepted an offer or your order hasn't been matched with a traveler yet, you can cancel directly from the app. Head to your order, tap "Order details," and select "Cancel order." You can choose a refund to your Grabr Wallet or to your original payment method.

2. I have accepted a traveler's offer, can I cancel the order?

You may be able to cancel if:

Your traveler hasn't responded to your messages for more than 48 hours: Contact our support team so we can try to reach your traveler on your behalf. If we don't receive a response within 48 hours, we will cancel your order. You can then choose between finding a new traveler through Instant Match, a refund to your Grabr Wallet, or a refund to your original payment method.

The item you received is broken, damaged, wrong, or was purchased from a different retailer than agreed: You have the right to refuse the delivery at the time of handoff and contact our support team immediately. If you already confirmed receipt, you must report the issue to our support team and notify your traveler through Grabr messaging within 24 hours of your confirmation timestamp, with photo evidence. Our team will review your case and work toward an appropriate resolution. Claims received after 24 hours fall outside the scope of our guarantee.

Your traveler cancelled the delivery and your order hasn't been matched with a new traveler: We'll republish your order to find a new traveler for a nearby date at the same price. If the order hasn't been matched yet, you can cancel from the app under "Order details" and choose a refund to your Grabr Wallet or original payment method.

You cannot cancel if:

You changed your mind: Purchases on Grabr are final once you've accepted a traveler's offer. Travelers purchase items with their own money and may not be able to return them due to retailer policies or closed return windows, which means a cancellation could result in a financial loss for them.

The item didn't match your expectations due to how the retailer described it: If a retailer's product listing was inaccurate or misleading, this is outside the traveler's control. We always recommend ordering from official retailers. If the traveler purchased the item as agreed but the product didn't match the retailer's own description, Grabr's money-back guarantee may not apply. If you're unsure whether your situation is covered, contact our support team and we'll review your case.

Your order was matched with a new traveler If a new traveler has been matched with your order and you'd like to explore a cancellation, reach out through Grabr messaging. Travelers are sometimes willing to cancel if they haven't purchased the item yet, though this cannot be guaranteed.

Your order is delayed Flight delays and schedule changes happen. When this occurs, we ask travelers to provide proof of the delay to ensure compliance with our Terms of Service. Your payment remains protected throughout. If the item has already been purchased, cancellation may not always be possible, but you can check directly with your traveler through Grabr messaging.

If you are located in Colombia, you may initiate a return within five days of receiving your order by contacting us.

If you need assistance, our support team is available every day of the week, reach out here.