Cancellation order policy

Xelmorqian (hereinafter referred to as “we”) explains below how order cancellation requests are handled, including timing, conditions, and refund arrangements. This policy is intended to help you understand what can be changed before an order is shipped.

1. Cancellation Eligibility

Whether an order can be cancelled depends on its processing stage:

• Orders within 48 hours of placement and not yet shipped may be eligible for cancellation

• Once an order enters processing or has been shipped, cancellation is no longer available

• If the order has already been shipped, you may wait for delivery and then request a return and refund after receiving the item

2. Important Timing Notes

• Cancellation requests are processed in the order they are received

• Processing status updates may change quickly, especially within the first 48 hours

• Submitting a request does not guarantee cancellation if the order has already moved forward in fulfillment

3. How to Submit a Cancellation Request

To request a cancellation, please contact our support team as soon as possible and provide:

• Order number

• Payment confirmation details

• Request reason (optional but helpful for faster handling)

Once received, our team will review the request and notify you of the outcome.

4. Refund Handling After Approval

If the cancellation is approved before shipment, the refund will be processed back to the original payment method, including Mastercard and VISA.

Refund processing typically takes 2–4 business days depending on the payment provider. In some cases, additional time may be required due to financial processing systems.

5. Partial or Completed Fulfillment Cases

If an order has already been partially or fully processed, cancellation may not be possible. In such cases, return and refund options may still be available after delivery.

6. Order Modification Limitations

Once an order is confirmed, changes such as item replacement or address modification may not be guaranteed. In such situations, cancellation (if eligible) and re-ordering may be required.

7. Policy Coordination

For cases that cannot be cancelled, further solutions can be found in the Return & Exchange Policy and Refund Policy.

8. Contact Information

Contact Address: 4620 S 450 E, OGDEN, UT 84405, United States
Customer Service Phone: +1 (516) 404-5560
Customer Service Email: care@xelmorqian.com
Service Hours: Monday to Friday, 9:00–18:00 (EST)