Order Cancellation Policy

1. Order Cancellation Eligibility

Xelvortiqua (hereinafter referred to as “the Platform”) allows users to request order cancellation under the following conditions:

• Within 48 hours after order placement, and the order has not yet entered warehouse processing or shipping procedures

• If the order has entered any stage of picking, packaging, or transportation, cancellation is generally not possible

• Once the order has been shipped, cancellation requests will no longer be accepted and must be handled through the return process

2. Cancellation Request Process

To request an order cancellation, users must follow these steps:

• Contact customer support via the official website or email

• Provide the order number and relevant purchase information for verification

• The customer service team will review the order status

• If approved, users will be notified of the cancellation result and refund arrangement

The Platform will only proceed with cancellation once eligibility is confirmed.

3. Refund Processing

After a successful cancellation, refunds will be processed according to the following terms:

• Refund processing time: 1–5 business days

• Actual arrival time may vary depending on the bank or payment provider

• Refunds will be issued to the original payment method (such as Visa, MasterCard, or other payment channels)

• The refund amount will be based on the actual payment made, excluding any non-refundable service fees already incurred

4. Cases Where Cancellation Is Not Possible

Orders generally cannot be canceled under the following conditions:

• The order has entered warehouse processing or shipping stage

• A tracking number has already been generated

• The order status is marked as shipped in the system

In such cases, users may still request a return after receiving the product.

5. Special Cases

In the event of system errors, inventory issues, or payment-related problems, the Platform reserves the right to cancel the order when necessary and automatically issue a refund. No additional request from the user is required.

6. Contact Support

Address: 105 COOPERS LN, STAFFORD, VA 22554-1508, United States
Customer Service Phone: (201) 341-9161
Customer Service Email: customer@xelvortiqua.com
Support Hours: Monday to Friday, 9:00 AM – 6:00 PM (EST)