Requesting an Order Cancellation

If you need to cancel an order, please contact us as soon as possible at info@puptandem.com.

To help us review your request quickly, please include:

• Your order number
• The name used on the order
• The email address used at checkout
• Your cancellation request

Because orders are often processed quickly, we cannot guarantee that a cancellation request can be completed once an order has been submitted.

Orders Eligible for Cancellation

An order may be canceled if:

• It has not yet been processed
• It has not yet been packed
• It has not yet been shipped

If your order is still in the early stage of handling, we will do our best to cancel it and issue a refund to your original payment method.

Orders That Cannot Be Canceled

An order cannot be canceled once it has:

• Entered processing
• Been packed for shipment
• Been shipped
• Been handed over to the carrier

Once an order reaches this stage, it is already moving through fulfillment and can no longer be stopped as a cancellation request.

If you still do not wish to keep the order after delivery, you may contact us to see whether the order qualifies under our Return & Exchange Policy.

Refunds for Approved Cancellations

If your cancellation request is approved before the order has been processed or shipped, a full refund will be issued to your original payment method.

Please allow:

• 3–7 business days for the approved cancellation to be processed
• Additional time for your bank or payment provider to post the refund to your account

Actual refund timing may vary depending on your payment provider.

Shipping Charges and Cancellation

If the order is successfully canceled before shipment, no shipping charge will be applied to the final completed order.

If the order has already shipped, it can no longer be canceled, and shipping charges are non-refundable unless otherwise stated in our Refund Policy.

Address Errors and Order Changes

If you need to correct a shipping address or other order details, please contact us immediately at info@puptandem.com.

We will do our best to help if the order has not yet entered processing. However, once an order has been processed or shipped, changes may no longer be possible.

Submitting an incorrect or incomplete address does not guarantee cancellation eligibility if the order has already moved into fulfillment.

Refused Deliveries or Undeliverable Orders

If a customer refuses delivery, fails to receive the package, or provides an address that results in failed delivery, the order is not considered canceled.

In such cases, any refund issued may be reduced by:

• Original shipping costs
• Return shipping fees
• Carrier handling charges
• Customs or import-related charges, if applicable

This is especially important for international orders shipped to Canada, Australia, and selected countries and regions in Europe.

International Orders

For international orders, cancellation requests must still be submitted before the order is processed or shipped.

Once an international package has entered shipment, it cannot be canceled. If the shipment is refused, returned, or delayed due to customs issues, any refund review will be handled according to our Refund Policy and may be subject to deductions related to shipping, customs, or carrier fees.

We also do not accept cancellation responsibility for orders affected by service restrictions, sanctions, or delivery limitations outside our control.