Can I cancel my equipment order?Updated 2 months ago

Quick Answer

Yes, you can cancel your CENTR equipment order if it hasn't shipped yet. Orders can be cancelled for a full refund within 5-7 business days. If your order has already shipped, you cannot cancel it, but you can return it for a full refund once received.

Cancellation Policy

CENTR's equipment cancellation policy depends on your order's shipping status:

Order not yet shipped: Can be cancelled for full refund to original payment method
Order already shipped: Cannot be cancelled, but full refund available through return process
Refund timeline: 5-7 business days after cancellation or item return

The key factor is whether your order has left our warehouse. Once shipped, we cannot recall the package, but we make returns easy with prepaid labels and full refunds.

How to Request Cancellation

To cancel your equipment order, you'll need to contact our order fulfillment team. Here's what to prepare:

Information You'll Need

Order number: Found in your order confirmation email (format: #XXXX-C, example: #7464-C)
Email address: The email you used when placing the order
Order date: When you placed the order
Reason for cancellation: Optional but helpful (changed mind, ordered by mistake, etc.)

Contact Our Order Fulfillment Team

Email [email protected] with the subject line "Cancel Equipment Order #[your-order-number]"

Include in your message:

Your order number
Email address used for the order
Order date
Brief reason for cancellation

Response time: Our order fulfillment team will respond within 2-4 hours to confirm your order status and next steps.

Timeline: Can My Order Be Cancelled?

The likelihood of successful cancellation depends on how long ago you placed your order. Equipment orders are typically processed and shipped within 1-2 weeks, but warehouse processing can be faster.

Ordered Less Than 24 Hours Ago

Likelihood: High chance of successful cancellation

Good news! If you ordered within the last 24 hours, your order is likely still in our order processing system and hasn't been picked or packed yet. Our order fulfillment team should be able to cancel it before it ships.

Ordered 1-2 Days Ago

Likelihood: Moderate chance of cancellation

Your order is likely in processing at our warehouse. It may have been picked and packed already, but there's still a chance we can stop fulfillment before it's handed to the shipping carrier.

We'll attempt to stop the shipment, but we cannot guarantee success. Our order fulfillment team will check the real-time status in our system and do everything possible to cancel before shipping.

Ordered 3+ Days Ago

Likelihood: Order has likely already shipped

Orders placed 3 or more days ago have typically already been shipped. If this is the case, you have two options for receiving a full refund:

Option 1: Refuse Delivery (Recommended)

When the carrier attempts delivery, simply refuse to accept the package
Tell the delivery driver "I refuse this package"
The package will automatically return to CENTR
No need to print labels or repack anything
Full refund processed once we receive the returned package (5-7 business days)

Option 2: Accept Delivery and Return

Accept the package when it arrives
Contact our support team at [email protected]
We'll provide a prepaid return shipping label
Pack the item in its original packaging
Drop off at designated carrier location
Full refund processed once we receive the return (5-7 business days)

What Happens After You Request Cancellation

If Order Has NOT Shipped

Our order fulfillment team will:

Check your order status in real-time in our order management system (Shopify)
Cancel the order immediately if it hasn't been shipped
Process your full refund to the original payment method
Send you a cancellation confirmation email

Refund timeline: 5-7 business days from cancellation

You'll receive confirmation once the cancellation is complete, including your refund amount and expected date.

If Order Has Already Shipped

Our order fulfillment team will:

Check your order status and confirm it has shipped
Provide your tracking number and shipping carrier information
Explain your return options (refuse delivery or return after receipt)
Send a prepaid return label if you choose to accept and return

Refund timeline: 5-7 business days after the returned package reaches our warehouse

Refund Process

All cancellations and returns receive a full refund to your original payment method.

What's Included in Your Refund

Full product cost: 100% refund of item price
Original shipping cost: Refunded if order cancelled before shipping
Taxes and fees: All charges refunded

Refund Timeline

After cancellation (not yet shipped): 5-7 business days to original payment method
After return (already shipped): 5-7 business days after we receive the returned item

How You'll Receive Your Refund

Refunds are automatically processed to the payment method you used when placing the order:

Credit card: Refund appears as a credit on your statement
Debit card: Funds returned to your bank account
PayPal or other methods: Refunded to the same account

Note: Depending on your bank or card issuer, it may take an additional 2-3 business days for the refund to appear on your statement after we process it.

Common Questions

Can I cancel just one item from my order?

If your order contains multiple items and you only want to cancel some of them, contact our order fulfillment team. They'll check if partial cancellation is possible based on your order's processing status. If the order has already been picked and packed as a complete order, you may need to return the unwanted items after delivery.

Can I change my order instead of cancelling it?

If you want to change items, quantities, or your shipping address, contact our order fulfillment team immediately. Changes may be possible if your order hasn't shipped yet. Provide your order number and explain what you'd like to change. The team will check if modifications are possible or if you'll need to cancel and place a new order.

What if I ordered the wrong size or item?

Contact us right away to request cancellation. If we can cancel before shipping, you can then place a new order with the correct item. If the order has already shipped, you can return it for a full refund and place a new order with the correct item.

Will I be charged a cancellation fee?

No. CENTR does not charge any cancellation fees. You'll receive a full refund of your entire order cost, including shipping if the order is cancelled before it ships.

What if I placed my order by mistake or was charged twice?

Contact our order fulfillment team immediately. If you accidentally placed duplicate orders or were charged incorrectly, we'll cancel the duplicate or incorrect order and process a full refund. Provide both order numbers if you have them.

Can I cancel after I receive a shipping notification?

Once you receive a shipping notification, your order is with the carrier and cannot be cancelled. However, you can still receive a full refund by either refusing delivery when the package arrives or accepting it and returning it with our prepaid label.

Tips for Successful Cancellation

Act quickly: The sooner you contact us after placing your order, the better chance we have of cancelling before it ships
Have your order number ready: This helps us locate and process your request faster
Check your email: Look for your order confirmation email to find your order number
Be available to respond: Our team may need to confirm details with you within the 2-4 hour response window

Still Need Help?

If you have questions about cancelling your equipment order or need assistance with the process, contact our order fulfillment team at [email protected].

Include your order number, email address, and order date for the fastest assistance. Our team will respond within 2-4 hours with your order status and next steps.

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