Canceling Orders If an item has shipped and in route, the customer must contact Soothing Walls’ customer service department to advise us of your desire to cancel your order. Soothing Walls will then try to cancel the order in route however customer will be responsible for any restocking fees and shipping costs. The customer is responsible for 15% restocking fee if order is canceled after production has started. Cancellations need to be made in 24-48 hours after order is placed. Please note that custom items, built-to-order, and personalized items cannot be returned due to their uniqueness to your specific needs.