Order Refund Frequently Asked Questions

1. Refund Process


Customer Cancellations

Before Processing: Full refund or release of authorization hold with no charge.

After Processing: 5% fee for restocking, remainder refunded.

After Shipment: Cancellations cannot be processed once the order is shipped.


Merchant Cancellations

Full refund if canceled by the merchant (due to stock or error).

If only authorized, no charge.

If captured, refund issued.


Refund for Captured Funds

Before Processing: Full refund.

After Processing: 5% fee applied.

 


 

2. Back-Order Policy

For special items on back-order, we’ll provide an estimated arrival date.

If you cancel: Full refund.

If you proceed and later request a refund: 20% fee due to custom nature of the item.

 


 

3. Authorization vs. Capture

Authorization: Payment is verified and funds are temporarily held. No money is transferred.

Capture: Merchant processes the payment, transferring the funds.


Refunds:

Authorization only: Hold is released, no charge.

Captured: Refund according to the policy (full or partial, depending on shipment status).

 


 

4. Why Authorization Doesn’t Capture Funds

Temporary Hold: Lasts 3-7 days; if not captured, funds are released.

Merchant’s Choice: Authorization can be held without capture for pre-orders or bookings.

Time Limits: After the hold period, funds are released.

 


 

Refunds typically take 3-5 business days to process.