Cancel/Change Order

At Pollenoid, we understand that customers may occasionally need to update or cancel an order after completing a purchase. This Cancel / Change Order Policy explains how order adjustments are handled, including cancellation requests, order changes, shipping information updates, refunds, and replacement orders.

Our goal is to process orders efficiently while providing reasonable assistance when changes are requested. Because orders move through preparation and shipment processes quickly, customers should contact our support team as soon as possible if assistance is needed.

Order Changes

Customers may request changes to an order after purchase, including updates to product selections, quantities, or shipping details. Order change requests must be submitted as soon as possible after the order is placed.

We will review each request based on the current status of the order. If the order has not entered processing, we will make reasonable efforts to assist with the requested change.

Once an order has moved into preparation, packing, or shipment processing, changes may no longer be possible. Customers should carefully review product selections and shipping details before completing checkout.

Product Changes

Requests to change product type, size, quantity, or other order details may be considered before processing begins. Approval depends on product availability and the current stage of fulfillment.

Shipping Information Changes

Customers should contact us immediately if shipping information needs to be corrected. Address updates can only be completed before the order is processed for shipment.

Cancellation Window

Customers may request cancellation shortly after placing an order. Because Pollenoid begins preparing orders according to our processing schedule, cancellation requests are time-sensitive.

Orders requested for cancellation before processing begins may be eligible for cancellation. Customers should contact support as soon as possible with their order information so we can review the request.

Once an order has entered processing, cancellation may no longer be available because preparation and fulfillment activities may already be underway.

Requests submitted after an order has shipped cannot be treated as cancellations. Customers may review our Return & Refund Policy for available return options after delivery.

Processed Orders

After an order has been processed, packed, or transferred to a shipping carrier, changes and cancellations may not be possible.

Processed orders follow the normal delivery process. Customers who no longer want a shipped item may request assistance through our return process after receiving the order, provided the item meets the applicable return requirements.

Processing begins after order review and preparation activities start. Our standard handling time is 1 business day, so customers should submit cancellation or change requests promptly.

Incorrect Shipping Information

Customers are responsible for entering accurate shipping information during checkout. Incorrect addresses, missing information, or incomplete delivery details may cause delays or delivery issues.

Address Correction Requests

If a customer notices an incorrect shipping address after placing an order, they should contact support immediately. We will review whether the address can be updated before shipment preparation begins.

If the order has already been shipped, we may not be able to modify the delivery information. Customers may need to work with the shipping carrier regarding available delivery options.

Returned Packages Due to Incorrect Address

If a package is returned because of incorrect customer-provided shipping information, customers should contact support for assistance. Additional shipping arrangements may be required before a package can be sent again.

Refunds

Refunds related to canceled orders depend on the timing of the cancellation request and whether the order has entered processing or shipment.

Eligible Cancellation Refunds

If an order cancellation is approved before processing begins, a refund may be issued to the original payment method used during checkout.

Refund Processing Time

Approved refunds are processed after confirmation and may take up to 10 business days to complete. The time required for funds to appear may vary depending on the payment provider.

Shipping Fees

Refund treatment for shipping fees depends on the reason for cancellation and the stage of order processing. Customer-requested changes or cancellations after shipment preparation may not qualify for shipping fee reimbursement.

Replacement Orders

In certain situations, Pollenoid may assist with replacement orders. Replacement requests may apply when an order issue is confirmed, such as receiving an incorrect item, a damaged item, or another fulfillment-related problem.

Customers requesting a replacement may be asked to provide order details, photos, or other information needed to review the situation.

Replacement availability depends on product availability and the specific circumstances of the request. Our support team will provide instructions after reviewing the issue.

Replacement Shipping

If a replacement is approved, shipping arrangements will be communicated during the resolution process. Customers should ensure their delivery information is accurate before a replacement order is sent.

Customer Responsibilities

Customers help ensure smooth order processing by:

• Reviewing all order details before completing checkout.
• Providing accurate shipping and contact information.
• Submitting cancellation or change requests as quickly as possible.
• Checking order confirmations for accuracy.
• Responding promptly to support requests regarding order issues.
• Following return instructions when cancellation is no longer available.

Store Responsibilities

Pollenoid is committed to handling order requests carefully and providing clear communication throughout the process. We will:

• Review cancellation and change requests promptly.
• Provide assistance when order status allows changes.
• Communicate available options when changes cannot be completed.
• Process approved refunds according to our refund timeline.
• Assist customers with eligible replacement requests.

Contact Us

If you need to cancel an order, request an order change, update shipping information, or ask about a refund, please contact our support team:

Email: support@pollenoid.com

Address: 573 Skokorat Rd, Beacon Falls, CT 06403, United States

Please include your order details and a description of your request so our team can review your situation and provide assistance as quickly as possible.