Order Cancellation

Order Cancellation Policy - OrderMascot

At OrderMascot, we understand that plans can change. Our cancellation policy is designed to balance flexibility with the costs incurred once production begins. Please review the terms below.

Cancellation Timeframes & Fees

Within 24 Hours of Order Placement:

You may cancel your order free of charge. To cancel, contact our customer service team immediately via email at sale@ordermascot.com or by phone at +1 7022968470 , quoting your order number. Refunds for any payments made will be processed within 3-5 business days.

Between 24 Hours and 72 Hours of Order Placement:

Cancellations are permitted but will incur a 20% fee of the total order value. This fee covers initial design work, material preparation, and administrative costs. To cancel, follow the same contact process above. The remaining 80% of any payments made will be refunded within 3-5 business days.

After 72 Hours of Order Placement:

Orders cannot be canceled. By this time, production of your mascot will have commenced, and materials and labor will have been allocated specifically to your order. No refunds will be issued for cancellations requested beyond the 72-hour window.

How to Request a Cancellation

To cancel your order, please provide the following details when contacting us:

Your full name

Order number (found in your order confirmation email)

Reason for cancellation (optional, but helpful for us to improve)

We recommend contacting us via email for a written record of your cancellation request.

Exceptions

Custom Orders: While our standard cancellation policy applies to custom orders, please note that once design approval is given (even within the 24-hour window), additional costs may apply if production has already started based on your approved design.

Force Majeure: In rare cases of unforeseen circumstances (e.g., natural disasters, supply chain failures), we reserve the right to cancel orders and issue full refunds, regardless of the timeframe.

For cancellation requests or questions about this policy, reach out to our team: