Order Cancellation Policy

1. Eligibility for Cancellation

• Ready-Made Items: You may cancel an order for ready-made products before shipping by contacting us at sale@buyamascot.com. Once an order is dispatched, the standard Returns & Refunds Policy applies.
• Custom Orders: Cancellation of custom-designed mascots is only permitted:
  • Within 24 hours of order confirmation, provided production has not started.
  • For orders in production, a cancellation fee of 30% of the order value may apply to cover design and material costs.

2. Cancellation Process

2.1 Steps to Cancel

1. Contact Us Promptly: Email sale@buyamascot.com with "Order Cancellation" in the subject line, including your order number and reason for cancellation.
2. Verification: Our team will confirm if the order is still eligible for cancellation and notify you within 1 business day.
3. Refund Processing: For eligible cancellations:
   • Ready-made items: Full refund within 5 business days.
   • Custom orders canceled within 24 hours: Full refund minus a $25 administrative fee.
   • Custom orders in production: Refund minus the cancellation fee (30% of order value).

2.2 Non-Eligible Cancellations

• Orders that have already been shipped cannot be canceled. Please refer to our Returns Policy for post-delivery options.
• Custom orders beyond the 24-hour cancellation window are non-refundable, as they are made to order.

3. Cancellation Due to Our Error

• If we cancel your order due to inventory errors, pricing mistakes, or production issues, we will:
  • Notify you immediately via email.
  • Issue a full refund within 2 business days.
  • Offer a 10% discount code for your next order as a gesture of goodwill.

4. International Order Cancellations

• For international orders canceled before shipping, any currency conversion fees incurred are non-refundable.
• Orders canceled after customs clearance has begun may be subject to additional handling fees imposed by carriers.

5. Confirmation of Cancellation

• You will receive a written confirmation of your cancellation via email once the request is processed. Keep this confirmation for your records.

6. Contact Us

• Email: sale@buyamascot.com
• Phone: +1 (213) 418-2216 (Mon–Fri, 9:00 AM–6:00 PM PT)