Effective Date: July 16, 2026
At Jackcray, we understand that customers may occasionally need to cancel or modify an order after it has been placed. We strive to process orders as quickly as possible to ensure timely delivery, which means there is a limited window during which changes or cancellations can be accommodated.
This Cancel / Change Order Policy explains when an order may be canceled or modified, how to request a change, and what to expect if your order has already entered processing or shipment.
1. Requesting an Order Cancellation
If you need to cancel an order, please contact our Customer Support team as soon as possible after placing your order.
Because orders are prepared promptly, cancellation requests are handled on a first-come, first-served basis.
A cancellation request is not guaranteed until you receive confirmation from Jackcray that your order has been successfully canceled.
2. Cancellation Before Processing
Orders that have not yet entered processing may generally be canceled.
If your cancellation request is approved before processing begins:
- Your order will be canceled.
- No cancellation fee will be charged.
- No processing fee will be charged.
- Any payment received will be refunded to your original payment method.
3. Orders Already in Processing
Once an order has entered our fulfillment process, we may no longer be able to cancel it.
Processing includes activities such as:
- Payment verification
- Order review
- Product inspection
- Packaging
- Preparation for shipment
- Carrier scheduling
Because these steps begin quickly, cancellation requests submitted after processing starts may be declined.
4. Orders That Have Already Shipped
Orders that have already been shipped cannot be canceled.
If you no longer wish to keep the item after delivery, you may request a return in accordance with our Return & Refund Policy.
Returned items must meet the eligibility requirements outlined in that policy.
5. Changing an Order
If you need to update information on your order, please contact us as soon as possible.
Depending on the status of your order, we may be able to assist with changes such as:
- Shipping address
- Recipient name
- Contact information
- Billing information (where permitted)
- Minor order corrections
Requests are reviewed individually and cannot be guaranteed once fulfillment has begun.
6. Changing the Shipping Address
Shipping address updates are generally possible only before the order has entered processing or been shipped.
After a shipping label has been created or a package has been transferred to the delivery carrier, we are typically unable to modify the delivery address.
To help avoid delays, please review your shipping information carefully before completing your purchase.
7. Product Changes
If you wish to change the product, quantity, size, or style in your order, please contact us immediately.
If your order has not yet entered processing, we may be able to accommodate your request based on product availability.
If processing has already begun, we may recommend completing the original order and submitting a return request after delivery if the item is eligible.
8. Combining Orders
Orders placed separately are processed independently.
Although we will make reasonable efforts to assist, we cannot guarantee that multiple orders can be combined into a single shipment after they have been placed.
9. Splitting Orders
If your order contains multiple items, we generally cannot split it into separate shipments after processing has begun unless operationally necessary.
10. Incorrect Information
Customers are responsible for ensuring that all order details are accurate before submitting an order, including:
- Full name
- Shipping address
- Billing address
- Email address
- Phone number
- Selected products
- Quantity
- Payment information
Jackcray is not responsible for delays or delivery issues resulting from incorrect information provided during checkout.
11. Payment Authorization Issues
If payment authorization cannot be completed successfully, your order may be delayed, canceled, or declined.
Jackcray reserves the right to request additional verification before processing certain orders when necessary to help protect customers and prevent fraudulent transactions.
12. Promotional Orders
If an order includes promotional pricing, discount codes, or special offers, changes to the order may affect eligibility for those promotions.
If modifications result in the order no longer meeting promotional requirements, discounts may be adjusted or removed accordingly.
13. Duplicate Orders
If you believe you accidentally submitted the same order more than once, please contact us immediately.
Our team will review the orders and, where possible, assist in canceling eligible duplicate purchases before processing begins.
14. Refused or Returned Deliveries
If an order cannot be canceled because it has already shipped, refusing delivery does not automatically result in an immediate refund.
Returned shipments will be handled according to our Return & Refund Policy after the package has been received and inspected.
15. Refunds for Approved Cancellations
If your cancellation request is approved before processing begins:
- A full refund will be issued.
- No cancellation fee will apply.
- No administrative fee will be charged.
- Refunds are issued to the original payment method.
Approved refunds are typically processed within up to 12 business days, although the time required for funds to appear in your account may vary depending on your payment provider or financial institution.
16. Our Right to Cancel Orders
Jackcray reserves the right to cancel an order at our discretion in circumstances including, but not limited to:
- Product inventory shortages
- Pricing errors
- Payment authorization failure
- Suspected fraudulent activity
- Duplicate orders
- Technical or system errors
- Circumstances beyond our reasonable control
If we cancel an order after payment has been received, an appropriate refund will be issued.
17. Contact Customer Support
If you need to cancel or modify an order, please contact us as soon as possible so we can review your request before fulfillment begins.
Jackcray Customer Support
Email: support@jackcray.com
Support Hours
Monday – Saturday
8:00 AM – 7:00 PM (EST)
When contacting us, please include:
- Your order number
- Your full name
- The email address used for the purchase
- Details of the cancellation or requested changes
Providing complete information helps us process your request more efficiently.
18. Policy Updates
Jackcray reserves the right to update or modify this Cancel / Change Order Policy at any time to reflect operational changes, legal requirements, or improvements to our customer service processes.
Any updates become effective immediately upon publication on our website. We encourage customers to review this policy periodically to remain informed of our current cancellation and order modification procedures.