Order cancellation policy

If you need to cancel an order, please contact us as soon as possible. You can generally submit a cancellation request within 24 hours of placing your order. We will review the order's current processing status and do our best to assist with cancellation based on the circumstances.

1. Cancellation Request Window

You can generally submit a cancellation request within 24 hours of placing your order. Please note that this time window refers to the period during which you may submit a request. Submitting a request within this period does not guarantee that the order can be canceled successfully.

After an order is placed, it may gradually proceed through fulfillment stages, including order processing, warehouse picking, product packing, order sorting, and handover to the shipping carrier. The stage an order has reached affects whether cancellation can be completed. Therefore, if you decide to cancel your order, we recommend submitting your request as soon as possible so that we can check its status promptly.

2. How We Handle Cancellation Requests

After receiving your cancellation request, we will first verify the relevant order information and review the order's current processing status. We will then make reasonable efforts to intercept the order where possible.

If the order has not yet entered subsequent fulfillment stages, cancellation is generally easier to accommodate. If the order has already entered order processing, warehouse picking, product packing, order sorting, handover to the shipping carrier, or transportation, cancellation may be restricted.

Even if the order has entered one of these stages, we will still make reasonable efforts to intercept it based on its actual status when we receive your request. Whether cancellation can be completed depends on the order's processing progress and the options available at that time.

3. How to Submit a Cancellation Request

Please submit your cancellation request using the contact methods provided on our website. To help us identify your order and verify its current status as quickly as possible, please provide the following information:

• Order number
• The email address used when placing the order or other information that can help us identify the order
• A brief explanation that you wish to cancel the order

After submitting your request, please wait for us to verify the order status and respond with the outcome. If the order can still be canceled, we will proceed based on the actual circumstances. If the order has reached a stage where cancellation can no longer be completed, we will explain the available next steps.

4. When an Order Has Entered the Shipping Process

If an order has already been shipped and entered the transportation process, it will no longer be handled through the order cancellation process. After receiving your request, we will still review the actual order status, but a shipped order cannot continue to be processed as a standard cancellation request.

If you still wish to return the product or request other after-sales assistance, please refer to the Return & Exchange Policy on our website for the applicable conditions, request period, and procedures. We will provide assistance in accordance with that policy. All related handling will be subject to the terms set out on the Return & Exchange Policy page.

5. Refunds After Successful Cancellation

For orders that meet the cancellation requirements and have been successfully canceled, the refund will be processed within 1–5 business days and returned to your original payment method.

Refund processing time is different from the time it takes for the funds to appear in your account. After the refund has been processed, the payment service provider, bank, or card issuer may require additional time to complete the crediting process. Therefore, the actual time it takes for the refund to appear may vary.

If you have not received your refund after the expected period, you may first check the transaction records of your original payment account. If you still have questions, please contact us through the contact methods provided on our website and include your order number so that we can investigate further.

6. Contact Us

If you need to cancel an order or check the status of a cancellation request, please contact us as soon as possible using the contact methods provided on our website.

Address: 7517 Home Stretch Dr, Wellington, CO 80549, US

Phone: +1 (970) 672-4381

Email: solutions@tranzolmer.com

Business Hours: Monday to Friday, 10:00 AM – 6:00 PM (Mountain Time, MT)

Please include your order number and relevant order information so that we can identify the order and make reasonable efforts to assist you based on its current processing status.