Order change and cancellation rules

Cancellation Policy

Define exactly when customers can cancel or change an order before shipping, including cutoff times and any fees.

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Clear cancellation rules reduce disputes.

Cancellation and changes

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Orders may be cancelled before the shipping label has been created. Once the label is created, cancellations may not be possible.

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Address or item changes may be possible before the label is created. Contact us as soon as possible.

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Cancellations made before label creation are refunded in full. After label creation, refunds may be partial or not available.

Live fish orders are prepared fresh; cancellations requested close to the shipping date may not be possible.
If the order contains live animals, processing fees or packing costs may be deducted from the refund.
Custom or special-request orders may have different cancellation terms.