Cancelling an Order
Orders may be cancelled before they are shipped. To request a cancellation, please contact our customer support team.
Whether a cancellation fee applies, and how much can be refunded, depends on the product type, how long it has been since the order was placed, and whether the pre-order item has entered the balance payment process.
Please note:
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Customers cannot cancel orders directly through their account.
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A cancellation request must be submitted before the order is shipped and must be confirmed by us before the order can be cancelled.
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Once an order has been shipped, it can no longer be cancelled. If you no longer wish to keep the item, you may return it through our return process at your own expense.
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Cancellation requests made for personal reasons may be subject to a cancellation fee. Please note that cancellation requests due to pre-order release delays are still considered buyer-requested cancellations and may still be subject to the cancellation fee.
Cancellation Fees
To make sure each pre-order can be fulfilled, we confirm purchase quantities with our suppliers based on pre-order demand, pay deposits, and commit to the agreed purchase quantities. Therefore, cancellations requested for buyers’ reasons may create additional purchasing, inventory, or storage costs for us.
To keep our purchasing plan reasonable and control storage costs, cancellation requests submitted after a certain period may be subject to a cancellation fee. This fee helps cover the risk and cost caused by order cancellation.
If you request to cancel your order within 7 days of purchase, we will provide a full refund.
If you request to cancel your order more than 7 days after purchase, the following rules apply:
Products Marked as “Non-Refundable Deposit”
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If the order was paid by deposit, the paid deposit will be kept in full as the cancellation fee, and no refund will be provided.
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If the order was paid in full, we will deduct the corresponding deposit amount as the cancellation fee and refund the remaining amount.
Products Not Marked as “Non-Refundable Deposit”
We will charge 15% of the paid amount of the cancelled item as a cancellation fee, up to a maximum of $10 per item.
If the pre-order item has already entered the balance payment process, meaning that we have sent the balance invoice or payment notice, the cancellation fee will increase to 50% of the paid amount of the cancelled item.
Overdue Balance Payment
If the balance payment deadline has passed and we have not received your response or payment, we will cancel the order if it is still eligible for a partial refund.
In this case, the refundable amount will be issued as a store voucher by default.
Cancellations Caused by Circumstances Beyond the Buyer’s Control
No cancellation fee will be charged if the order must be cancelled due to reasons outside the buyer’s control, including but not limited to:
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Manufacturer production cancellation
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Inventory shortages or supplier stock-outs
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Shipping suspensions or delivery restrictions
In these situations, a full refund will be provided.
Refund Method for Cancelled Orders
Refunds are usually issued back to the original payment method whenever possible.
If the original payment was made more than 180 days ago and the original payment method can no longer be refunded, we will provide reimbursement through one of the following methods:
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PayPal transfer
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Store voucher
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Reward points
Please note that PayPal may charge a transaction fee when receiving transferred funds, typically around 4%. Any such fees are determined and collected by PayPal and will be borne by the recipient.
EU Customers
Starting from July 1, 2026, if you are located in the European Union, your order may also be subject to the EU right of withdrawal, where applicable.
This means you may have additional rights to withdraw from your purchase within the statutory withdrawal period. For more details, please refer to the relevant section in our Return Policy.
