Order Cancellation Policy
Lovepawpals begins preparing orders promptly after they are submitted. Contact us immediately if you need to cancel or change an order, as requests cannot be guaranteed after fulfillment has started.
1. Requesting a Cancellation or Change
Use the official contact information listed in Section 10.
For email requests, use “Order Cancellation Request” as the subject line and include:
• Your full name
• Your order number
• The email address used during checkout
• The product or order you want canceled or changed
• A brief description of the requested change
Do not send complete card numbers, card security codes, passwords, or verification codes.
2. When a Cancellation May Be Approved
A cancellation may be possible while the order remains unshipped and has not progressed too far through fulfillment.
A request may no longer be approved after the order has:
• Entered active fulfillment
• Been packed for dispatch
• Been transferred to USPS, UPS, or FedEx
• Otherwise progressed beyond the point where fulfillment can reasonably be stopped
Lovepawpals does not offer a guaranteed cancellation period because some orders may begin processing shortly after submission.
3. Cancellation Confirmation
Submitting a request does not automatically cancel an order.
The cancellation is complete only after Lovepawpals sends confirmation by email, phone, or live chat.
Until confirmation is provided, the order remains active and may continue through processing and shipment.
4. Order Cut-Off Time
The daily order cut-off time is 5:00 PM Pacific Standard Time (PST).
This time determines when order processing may begin. It is not a guaranteed cancellation deadline.
Orders placed after the cut-off begin processing on the next business day, but cancellation requests should still be submitted immediately.
5. Order Changes
Before fulfillment progresses too far, we may be able to assist with:
• Canceling one or more products
• Correcting a shipping address
• Changing an available product option or quantity
• Canceling a duplicate order
Changes depend on the order status, product availability, payment authorization, and whether the requested adjustment can be completed safely.
A payment method cannot be replaced after checkout. When possible, the original order may be canceled so the customer can submit a new order using the preferred payment method.
6. Orders Already Shipped
An order cannot normally be canceled or changed after it has been transferred to the shipping carrier.
After delivery, an eligible product may be returned or exchanged within 30 days under our Refund & Return Policy.
Contact Lovepawpals before refusing delivery or returning a package. An unapproved refusal or return may delay resolution.
7. Cancellations by Lovepawpals
Lovepawpals may cancel all or part of an order because of:
• Product unavailability
• Failed or incomplete payment authorization
• An incomplete or undeliverable shipping address
• A material product, pricing, or listing error
• Suspected fraud or unauthorized activity
• A violation of our store policies
We will notify the customer and will not substitute another product without approval.
If we cannot ship within the stated timeframe, we may provide a revised estimate and the choice to accept the delay or cancel the unshipped order. If fulfillment is not possible, the affected order or product will be canceled and refunded.
8. Cancellation Refunds
Approved cancellation refunds are issued to the original payment method within 10 business days of approval, or sooner when required by applicable law.
A full-order cancellation refund includes:
• The product amount
• Applicable sales tax
• The original $4.99 Standard Shipping charge
For an approved partial cancellation, the refund includes the canceled product amount and applicable tax. The $4.99 Standard Shipping charge remains payable when the rest of the order continues to shipment.
A bank or card issuer may require additional time to display the refund after Lovepawpals issues it.
9. Cancellation Fees
Lovepawpals does not charge a cancellation fee for an order successfully canceled before shipment.
If an approved refund is not visible after 10 business days, contact your bank or card issuer first. Contact Lovepawpals if further assistance is needed.
10. Contact Lovepawpals
Lovepawpals
Business Address:
Email: support@lovepawpals.com
Phone: +1607-224-9752
Live Chat: Available on our website
Customer Support Hours
Monday–Friday: 9:00 AM–5:00 PM Pacific Standard Time (PST)
Saturday–Sunday: Closed
Messages received after business hours are answered the next business day, within 24 hours.