Cancellation policy
At Underglow, we understand that sometimes plans change after an order has been placed. This Cancellation Policy explains how customers can request order changes or cancellations.
Order Cancellations
Orders may be canceled before they have been processed or shipped. If you need to cancel your order, please contact our support team as soon as possible.
To request a cancellation, email us at:
Please include your order number and the reason for the cancellation so our team can locate and review your request quickly.
If your order has not yet entered processing or shipping, we will cancel the order and issue a refund to your original payment method.
Orders Already Processed or Shipped
Once an order has been processed, packed, or shipped, it may no longer be possible to cancel the order.
If your order has already been shipped, you may still be eligible for a return or refund in accordance with our Returns & Refund Policy. Customers should wait until the product is delivered and then follow the return instructions outlined in that policy.
Pre-Orders
From time to time, Underglow may offer products that are temporarily out of stock or scheduled for a future release. These products may be available as pre-orders.
When placing a pre-order:
β’ Your payment may be collected at checkout or reserved until the product becomes available.
β’ The order will be shipped once the item arrives in our inventory and is ready for fulfillment.
Pre-orders can be canceled any time before the product has been shipped by contacting our support team.
Once the pre-order item has been shipped, the order can no longer be canceled, but it may still qualify for a return based on our returns policy.
Changes to Orders
If you need to change your order (such as correcting your shipping address or switching to a different product), please contact us as soon as possible after placing your order. While we will do our best to accommodate requests, we cannot guarantee changes once an order has begun processing.
Contact Us
If you have any questions about cancellations, order changes, or refunds, please contact our customer support team:
Email: info@underglow.ca
Support Hours: Monday β Friday, 9:00 AM β 5:00 PM MST
Our team typically responds within 24 hours on business days.
We appreciate your understanding and thank you for choosing Underglow.
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