I placed an order for delivery but then my daughter didnt want the backpack anymore. I called the customer service to cancel my order to find out they can't the order. I must receive the package first even though it hasnt shipped yet and then take it the the store to get a refund. I'm sure they have way too many orders and need more time to fulfill people's orders from Boxing Day week and orders before that. They can't even cancel the order when it was submitted at 6pm PST and their customer service call support (Support hours 9am-9pm EST) is closed at 6pm EST by calling in next business day.