Order Cancellation Policy

At EmbroInk, we strive to process orders efficiently and quickly within 24 hours after the order status changes to In Production. However, we understand that sometimes changes are needed. Below you will find our policy regarding order cancellations:

When You Can Cancel

You can cancel or modify your orders under the following conditions:

  1. Before Production Begins:
    • If your order is in the “Awaiting Production Or Ready” status and has not yet entered In Production, you can request a cancellation or make changes.
    • To cancel, simply click the “Request” button on your account dashboard and choose Action request (Hold, Cancel…). You may choose to cancel specific items or the entire order at this stage.
  2. On Hold Orders:
    • Orders marked “On Hold” can also be canceled before they move into production. In the cancellation interface, select the specific items or packages you wish to cancel.

How to Cancel

  • Visit your account dashboard and locate the order you wish to cancel.
  • Click the “Request” button adjacent to the relevant order or item.
  • Confirm your cancellation in the popup window that appears. The system will update automatically, preventing the order from proceeding to production.

Restrictions

  • In Production: Once an order has entered the “In Production” status, it cannot be canceled as it is already being processed for final shipment.
  • Fulfilled Orders: Orders that have already been fulfilled and are in the shipment process cannot be canceled. For changes to the shipping address or other urgent adjustments, please contact our support team immediately.

Processing Time and Refunds

  • Cancellation requests are generally processed within 1-2 working hours. Once approved, any refunds will be issued to the original payment method.
  • If you encounter any difficulties with the cancellation button or process, please contact our support team for assistance.

Post-Cancellation

  • Should you wish to reorder or replace the canceled items, you may create a new order through your account dashboard.

We value your satisfaction and will do our best to accommodate your needs. For further assistance or inquiries about your orders, please do not hesitate to reach out to our customer service team.