Order Cancellation Policy
We understand that you may change your mind after placing an order. This Order Cancellation Policy explains when an order can be canceled, how to submit a cancellation request, and what happens after a cancellation request is approved.
The key distinction is:
Not Shipped → You May Submit a Cancellation Request
Already Shipped → The Order Cannot Be Canceled Through the Order Cancellation Process
1. Cancellation Eligibility
If your order has not yet shipped, you may request to cancel your order.
Please contact our Customer Service Team as soon as possible after deciding to cancel. We will review the current status of your order and determine whether it can still be canceled.
Whether a cancellation request can be processed will depend on the actual status of the order when we review your request.
2. Orders That Have Not Shipped
If your order has not yet shipped, you may contact us to request cancellation.
After receiving your request, we will review the order status and process the cancellation request accordingly. If your cancellation request is approved, we will notify you and arrange a refund to the original payment method used for your purchase.
Because an order's status may change as it moves through the fulfillment process, we recommend submitting your cancellation request as soon as you decide that you no longer want the order.
3. Orders That Have Already Shipped
Once an order has already shipped, it cannot be canceled directly through our Order Cancellation process.
If your order has already shipped, please wait for the item to be delivered. After receiving the item, you may review our applicable Return & Refund Policy to determine whether the order is eligible for a return and refund.
Order cancellation and returns are two separate processes:
Order Cancellation: Applies to orders that have not yet shipped.
Return & Refund: Applies to eligible items after they have been delivered and received, subject to the applicable Return & Refund Policy.
We do not guarantee that a package that has already been shipped can be intercepted, stopped in transit, or canceled.
4. How to Request a Cancellation
To request an order cancellation, please contact our Customer Service Team.
We recommend using email as the preferred method, as it allows us to clearly document your order information and cancellation request.
You may also contact us by phone during our customer service hours.
Step 1 — Contact Us
You may email support@ostavon.com or call +1 (352) 592-1847 to submit your cancellation request.
Step 2 — Provide Order Information
Please provide the information necessary for us to identify and review your order, including:
Order Number
Payment proof or payment information sufficient to identify the transaction
Reason for cancellation
For your account and payment security, please do not send your full credit card number, CVV/security code, account password, or other highly sensitive payment credentials by email. We only need reasonable information or proof that helps us identify and verify your order and payment.
Step 3 — Order Review
After receiving your request, our Customer Service Team will review:
The current order status;
Whether the order has already shipped; and
Whether the order can be canceled based on its current status.
If the order has not yet shipped, we will process the cancellation request accordingly.
If the order has already shipped, we will inform you that it cannot be canceled through the cancellation process and direct you to our applicable Return & Refund Policy after the item has been delivered.
Step 4 — Cancellation Confirmation
If your cancellation request is approved, we will notify you as soon as possible and arrange the applicable refund.
Once we confirm that your order has been canceled, the cancellation process will be considered complete.
5. Refunds for Approved Cancellations
For an approved cancellation, the refund will be returned to the original payment method used for your purchase and credited to the corresponding original payment account.
Once your cancellation request has been approved, we will arrange the refund promptly. The refund may not appear in your account immediately after we process it.
6. Refund Timing
The time required for a refund to appear in your account may vary depending on your bank, credit card issuer, or other payment service provider.
Once we have processed the refund, the remaining processing time is generally outside our control. If you do not see the refund after a reasonable processing period, please contact your bank, credit card issuer, or payment service provider for further information.
7. Contact Us
If you have any questions about order cancellation or need to submit a cancellation request, please contact us:
Address: 7039 Toucan Trl, Spring Hill, FL 34606, United States
Email: support@ostavon.com
Phone:
+1 (352) 592-1847
Customer Service Hours: Monday–Friday, 9:00 AM–6:00 PM (America/New_York)