Important: This article applies to shipped rentals only (not local pickup).
Plans change—here’s exactly how cancellations work for booked, shipped rentals, depending on whether a shipping label has been created.
Quick Summary (Most Important)
Before a shipping label is created: The rental may be refundable (fees may apply).
After a shipping label is created: The rental becomes non-refundable, and only ShareGrid Support can cancel it at the owner’s direct request.
Step 1: Check the Shipping Status (Label Created or Not?)
Go to your rental confirmation page and look for the status
If you see:
“Preparing to Ship. Owner instructed to ship, waiting to be scanned by the carrier.”
A shipping label has been created.
If you do NOT see that message
The label is likely not created yet.
Step 2: Who Can Cancel After the Rental Is Booked?
Renters
The Cancel button is not available after booking.
To cancel, you must message the owner and request cancellation.
Fees may apply depending on timing and reason.
Owners
Owners can cancel a rental after booking, but NOT after the shipping label is created. Once a shipping label is generated, the 'Cancel' button will disappear.
Before creating a shipping label, owners can cancel the rental on the confirmation page by selecting 'Edit Rental' and clicking the red 'Cancel' button.
Owner note: Canceling without the renter’s request is strongly discouraged and may result in penalties (such as loss of Instant Book or shipped rental privileges) if cancellations are excessive or not in good faith.
Cancellation Paths
A. If the shipping label has NOT been created, follow these steps:
For Renters:
Message the owner as soon as possible and request cancellation.
For Owners:
Cancel the rental by navigating to the rental confirmation page, selecting ‘Edit Rental,’ and clicking the red ‘Cancel’ button.
What to Expect:
The rental may be refundable.
Fees may apply depending on the timing and type of cancellation.
B. If the shipping label HAS been created
Once a label is created, the rental status shows:
“Preparing to Ship. Owner instructed to ship, waiting to be scanned by the carrier.”
What to expect
The rental becomes non-refundable.
The booking can only be canceled by ShareGrid Support.
Support can only cancel at the owner’s direct request.
Best Practice: Message Immediately (It Matters)
Early notice is the best way to prevent shipping issues and reduce cancellation complications.
Tip: Save records of communication attempts (messages + timestamps). This helps Support resolve issues faster if someone becomes unresponsive.
Refund Timing
If a refund is approved, it’s typically processed within 2–3 business days after confirmation.
Timing may vary depending on your payment method.
If the Owner Is Unresponsive
If the owner isn’t responding:
1. Contact ShareGrid Support and include:
Rental/order details
Message history + timestamps (or screenshots)
2. What Support will do
Support will attempt to contact the owner on your behalf.
If the owner remains unresponsive within a specified timeframe, ShareGrid may:
Cancel the rental.
Issue a full refund.
Need Help?
If you have questions or need assistance with a shipped rental cancellation, contact ShareGrid Support.