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Order Cancellation

 

Cancellation Conditions

  • Within 48 Hours: Orders can be directly cancelled if they have not been shipped within 48 hours of being placed.

  • After 48 Hours or Shipped: Orders that have exceeded 48 hours since placement or have already been shipped cannot be cancelled. In such cases, please wait for the logistics delivery to arrive and then contact us to initiate a return and refund. For more details, please refer to our Return & Refund Policy.

Cancellation Process

  • Contact our customer service team to apply for a cancellation via email at support@sandvibers.com or by phone at +1 (518) 755-6108. You must provide your order number and proof of payment.

  • Our customer service team will process your request immediately. Once the cancellation is approved, we will notify you of the result and arrange your refund as soon as possible.

Refund Information

Once the cancellation is confirmed, the refund will be issued back to the original bank card (Visa or MasterCard) used for the purchase.

  • Arrival Time: Depending on the processing efficiency of different banking institutions, we expect the refund to arrive within 1-5 business days.

  • Overdue Refunds: If you have not received your refund after 5 business days, please contact us for further assistance.

Order Information Accuracy

We are committed to ensuring the accuracy of all orders. If you discover an error in your shipping address or contact information before the order is processed, please contact us immediately to update these details. Once an order has been shipped, we cannot modify any information.

Partial Cancellations

Please note that we do not support the cancellation of individual items within a multi-item order. If you wish to cancel part of an order, you must cancel the entire order (subject to the 48-hour and shipment rules) and place a new order for the items you wish to keep.

Finality of Shipped Orders

Once a tracking number has been generated and the package has been handed over to the logistics carrier, the order status is considered "Shipped." At this stage, the automated cancellation system is disabled, and any requests for cancellation will be handled as returns under our standard return policy after the item is delivered.

Contact Us

For any questions regarding order cancellations, please reach out to us during our service hours:

Address: 1115 8TH ST NE, WASHINGTON, DC 20002-3622, US
Phone: +1 (518) 755-6108
Email: support@sandvibers.com
Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (Australia/Sydney, AEST/AEDT)