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.