Cancellation policy

We begin processing orders immediately to ensure you receive your products as quickly as possible. This Purchase Order Cancellation Policy explains when and how you may cancel an order before it ships.

Cancellation Eligibility

You may request cancellation of your order if it was placed in error and has not yet shipped from our facility. Orders placed in error include situations such as duplicate orders, incorrect product selection, or unintended purchases.

Once an order has been marked as "shipped" and a tracking number has been assigned, it can no longer be cancelled. At that point, you must receive the shipment and follow our Refund and Return Policy if you wish to return the products.

How to Request Order Cancellation

If you need to cancel an order that has not yet shipped, please contact our customer support team immediately:

  • Email: info@stonedape.xyz

  • Subject Line: "Order Cancellation Request - [Order Number]"

  • Include: Your order number, email address associated with the order, and brief explanation of why the order was placed in error

Time is critical for cancellation requests. Orders are typically processed and shipped within 24-48 hours of placement, so please submit your cancellation request as soon as possible after placing the order.

Cancellation Processing

If your order has not yet shipped, we will cancel your order and issue a full refund to your original payment method within 5-10 business days. You will receive a confirmation email once the cancellation has been processed.

If your order has already been processed for shipment or has shipped by the time we receive your cancellation request, we will be unable to stop the delivery. In this case, we will notify you that the order cannot be cancelled, and you will need to follow our Refund & Return Policy once you receive the shipment.

Subscription Orders

For subscription orders, this cancellation policy applies only to your initial order if placed in error. After your first order ships, please refer to our Refund and Return Policy for information about subscription cancellations, which require a three-month minimum commitment except in cases of medical necessity.

Orders That Cannot Be Cancelled

Certain products may be unable to be cancelled once the order is placed, even if they have not yet shipped:

Merchandise - Our merchandise is fulfilled separately from our nutritional supplements, so these products may not be able to be cancelled once you have placed your order. Regardless, if you need to cancel, please email us and we will do our best to remedy the situation.

Refusal of Delivery

Please do not refuse delivery of a shipment as an alternative to following this cancellation policy or our Refund & Return Policy. Refused shipments may result in delays in processing your return and may not guarantee a full refund, as return shipping fees and restocking fees may apply.

Questions

If you have questions about whether your order can be cancelled or need assistance with a cancellation request, please contact our customer support team at info@stonedape.xyz.

For information about returns after an order has shipped and been delivered, please see our Refund & Return Policy.