Cancel/Change Order
Last updated: July 2026
At Eastellum, we understand that customers may occasionally need to update or cancel an order after checkout. Our team works quickly to prepare orders for shipment, so we provide a clear process to help customers request changes as soon as possible.
This Cancel / Change Order Policy explains when modifications can be made, how cancellation requests are handled, and what options are available if an order has already entered processing.
Order Changes
We understand that mistakes can happen during checkout, including selecting the wrong size, product option, or shipping information. If you need to make changes to your order, please contact our support team as soon as possible after placing your order.
Possible order changes may include:
Because orders are processed quickly, we cannot guarantee that every requested change will be completed. If your order has already moved into fulfillment, changes may no longer be possible.
Cancellation Window
Customers may request order cancellation as soon as possible after completing checkout. Cancellation requests are only available before the order has entered processing or fulfillment.
| Order Status | Cancellation Availability |
|---|---|
| Recently Placed Order | Cancellation requests may be reviewed if processing has not started. |
| Processing Order | Cancellation may not be available once preparation has begun. |
| Shipped Order | Cancellation is no longer available after shipment confirmation. |
To improve the possibility of a successful cancellation, customers should contact our support team immediately after noticing an issue with their order.
Processed Orders
Once an order has been processed, packed, or transferred to a shipping carrier, it cannot usually be modified or cancelled.
Our fulfillment process is designed to move orders quickly so customers receive their purchases as soon as possible. After an order reaches this stage, the available options may include waiting for delivery and requesting a return if the item qualifies under our Return & Refund Policy.
Customers should avoid refusing delivery without contacting our support team first, as this may create additional delays in resolving the order.
Incorrect Shipping Information
Customers are responsible for reviewing shipping details carefully before completing checkout. Incorrect or incomplete shipping information may cause delivery delays, failed delivery attempts, or returned packages.
If you discover that your shipping information is incorrect after placing an order, please contact us immediately.
- We will attempt to update the information before shipment whenever possible.
- Address changes cannot be guaranteed after processing begins.
- Customers may be responsible for additional issues caused by incorrect information provided during checkout.
Please ensure that your shipping address includes accurate details, including street information, city, state, postal code, and any necessary delivery instructions.
Refunds
If an approved cancellation request is successfully completed before fulfillment begins, the payment amount will be refunded through the original payment method.
Refund processing details:
| Refund Stage | Estimated Time |
|---|---|
| Cancellation Approval | After review and confirmation by our support team. |
| Refund Processing | Within 10 business days after approval. |
| Payment Provider Processing | Additional time may vary depending on the payment provider. |
Eastellum accepts payments through PayPal. Refunds will be returned to the same payment method used during the original purchase.
Replacement Orders
In certain situations, a replacement order may be available instead of a cancellation. Replacement options may apply when an item arrives damaged, an incorrect product is received, or another approved order issue occurs.
Replacement requests are reviewed individually and may require order details, product information, and supporting images to help our team understand the situation.
If a replacement is approved, our support team will provide instructions regarding the next steps.
Customer Responsibilities
Customers play an important role in ensuring orders are processed smoothly. Before completing checkout, please review the following information carefully:
- Confirm that product selections, sizes, and quantities are correct.
- Verify your shipping address and contact information.
- Review order confirmation details after purchase.
- Contact support quickly if any issue is discovered.
- Provide accurate information when requesting changes or cancellations.
Prompt communication allows our team to review requests efficiently and determine the best available solution.
Contact Us
If you need to request an order change, cancellation, address update, replacement, or have questions about your purchase, please contact our customer support team.
Email: [email protected]
Support Hours:
Monday – Saturday
8:00 AM – 7:00 PM (EST)
We appreciate your understanding and cooperation. Eastellum is committed to providing a smooth ordering experience and responsive customer support whenever assistance is needed.