If you received a cancellation email but didn’t cancel the order yourself, it may have been canceled automatically due to an issue with the shipping information you provided.
Here are some common reasons:
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Invalid or incomplete shipping address
Make sure your address includes:- Street/house number
- Street name
- Apartment or suite number (if applicable)
- City or town
- Postal code
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Non-recognizable characters
Our system only supports English characters. Avoid special characters such as:- Umlauts (e.g., ä, ö, ü)
- Korean Hangul (e.g., 한글)
- Arabic script (e.g., العربية)
Use English alternatives like “Seoul” instead of “서울.”
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Too many characters per line
Each address line must be 40 characters or fewer, including spaces and punctuation.
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International PO Boxes
We can only ship to PO Boxes within the United States. For international orders, please provide a physical street address.
If any of these apply, please place a new order with corrected information.
If none of these apply and your order was still canceled, contact Bitkey Support and select Orders & Payment for assistance.