Cancel My Order

Last updated: September 02, 2025. Applies to: United States, United Kingdom, France, Germany, Australia, Spain, Canada, Italy, Belgium, Portugal. Currency: USD.

Overview

At Ezopew, efficiency is vital for our handcrafted wooden puzzles and logic decor, which are often prepared for shipping quickly. This policy clearly defines who is eligible to cancel, the specific time frame available, the process for submitting a request, and the refund procedures. This document complements Ezopew’s Shipping Policy, Returns & Refunds, and Warranty pages (all amounts displayed and reimbursed are in USD).

1. The Cancellation Window

You may submit a cancellation request within 24 hours of placing your order and before the item enters production or is handed over to a shipping carrier.

• For Handcrafted/Customized Items: Our wooden puzzles and decor, especially custom pieces, may begin the preparation process swiftly (e.g., initial milling, cutting, finishing, or assembling delicate logic mechanisms). Once these commitment steps are underway, cancellation is no longer possible as materials and labor have been allocated.
• Order Status Restrictions: Orders that have transitioned into the production phase, been physically collected by the parcel carrier, or (for international shipments) successfully cleared export customs cannot be canceled.
• Post-Window Options: If the 24-hour period has lapsed or production has started, you may still utilize the Returns & Refunds policy after the goods are delivered, provided the item is eligible.
• Modifications: Changes to an order (such as address, product type, size, or finish) are handled as a request to cancel the original order and place a new one. Most changes are only feasible within the same 24-hour period and prior to the start of the woodworking process.

2. Procedure for Submitting a Cancellation

To secure your request within the limited timeframe:

• Email Contact: Send an email to [email protected] within 24 hours of completing checkout. Please ensure you include the Order ID, the email address or phone number used during the purchase, and a brief reason to help Ezopew enhance its services.
• Subject Line: Use the format: Cancel Order #[your order number] (This format allows us to prioritize your urgent request).
• Confirmation: Ezopew will reply via email to confirm whether your order remains eligible for cancellation. For account security, we may require a quick identity or address verification check.
• Alternative Submission: While email is the most rapid way to guarantee your request falls within the 24-hour window, you may also submit a request through the contact form at the bottom of this page.

3. Refunds for Approved Cancellations

• Refund Amount: If the cancellation is approved, Ezopew will issue a full monetary reimbursement in USD back to the original method of payment.
• Currency Handling: Refunds are executed in USD. If your bank/PayPal uses a different currency, your provider will apply their current exchange rate and any applicable fees.
• Processing Timeline: Ezopew aims to initiate the refund process within 7 business days of confirming the cancellation. Banks and payment processors typically take an additional 3–7 business days to post the funds. An email notification will be sent once the refund is initiated.
• Coupons / Store Credit: Coupon values or store credit used will be reapplied to your account where technically possible.

4. Actions After the 24-Hour Period

After 24 hours, or once the item has entered production (e.g., wood stock has been committed to the cutting phase), been collected by the carrier, or cleared export customs, cancellation under this policy is no longer an option.

• Post-Window Exception: If an exception is made outside the allowed window (e.g., an in-stock item still remaining in the warehouse), Ezopew may deduct actual operational costs already incurred (such as picking/packing, labeling, or restocking fees).
• Cancellation by Ezopew: If Ezopew must cancel an order (due to a quality-control issue, component failure, or an uncleared fraud-prevention flag), a full refund in USD will be immediately issued, and options for replacement or re-make will be offered where feasible.

5. Shipping & Delivery Notes

Our small, handcrafted goods travel via standard parcel services.

• Post-Pickup: If a cancellation request is received after the parcel has been scanned by the carrier and left our facility, cancellation is not available under this policy.
• Inspection: Upon delivery, please inspect the box thoroughly before accepting. If any damage is visible, record it on the delivery documentation, take photographs, and contact Ezopew promptly so that a claim and arrangement for parts or replacement can be initiated. Keep all original packaging until subsequent steps are confirmed.

6. Your Rights and Local Law

Nothing within this policy is intended to limit or override mandatory consumer rights. Where local legislation provides additional rights (e.g., EU/UK withdrawal rights for eligible standard goods), those rights will be honored as required.

7. Need Help Deciding?

Uncertain about your order’s status or timing? Contact Ezopew immediately—the faster you communicate, the more options we may have available. Support typically replies within 24 business hours in all covered countries.

8. Contact

For any questions regarding this Cancellation Policy, please reach out to us:

Address: 10018 Spanish Isles Boulevard, Boca Raton, FL, 33498

Phone: +1 (305) 264-7860

Email: [email protected]

Support Time: Mon–Sun: 8:00 AM-5:00 PM EST