Cancellation Policy
Introduction
At Stone and Strap, we understand that customers may occasionally need to modify or cancel an order after it has been placed. This Cancellation Policy explains how cancellation requests are handled, when cancellations may be approved, how refunds are processed, and the responsibilities of both customers and Stone and Strap throughout the cancellation process.
By placing an order through our website, you acknowledge and agree to this Cancellation Policy as well as our Shipping Policy, Return and Refund Policy, Privacy Policy, Payment Policy, and Terms of Service.
We encourage customers to carefully review this policy before making a purchase.
Our Commitment to Transparency
Stone and Strap believes customers should clearly understand how order cancellations are handled before completing a purchase.
Because ecommerce fulfillment begins shortly after an order is submitted, cancellation eligibility depends largely on the processing stage of the order at the time a request is received.
Our goal is to provide fair and consistent treatment while maintaining efficient order fulfillment operations.
Cancellation Request Timeframe
Customers wishing to cancel an order should contact Stone and Strap as soon as possible after placing their order.
The sooner a cancellation request is received, the greater the likelihood that the request can be approved before fulfillment activities begin.
Cancellation requests are reviewed individually and approval is not guaranteed.
Orders Eligible for Cancellation
Generally, cancellation requests may be considered when:
• The order has not entered fulfillment.
• The order has not been packaged.
• The shipping label has not been generated.
• The order has not been transferred to a shipping carrier.
• Inventory allocation has not been finalized.
If an order remains in an early processing stage, Stone and Strap may approve the cancellation request.
Orders That May Not Be Eligible for Cancellation
Once fulfillment activities begin, cancellation options become limited.
Orders may no longer qualify for cancellation if:
• Product inspection has been completed.
• Packaging has begun.
• Shipping labels have been generated.
• Carrier pickup has been scheduled.
• The order has been dispatched.
• Tracking information has been issued.
• The shipment is already in transit.
In such situations, customers may need to follow the procedures outlined in our Return and Refund Policy after delivery.
How to Request a Cancellation
Customers may submit cancellation requests by contacting our support team using the contact information provided in this policy.
To help us process requests efficiently, customers should provide:
• Full name
• Order number
• Email address used during checkout
• Contact phone number
• Reason for cancellation
Providing complete information may help reduce processing delays.
Cancellation Review Process
Stone and Strap follows a structured review process for cancellation requests.
Step 1: Request Submission
The customer submits a cancellation request.
Step 2: Order Verification
Our team verifies the order details and current fulfillment status.
Step 3: Eligibility Review
The order is reviewed to determine whether cancellation remains possible.
Step 4: Resolution
The customer receives notification regarding approval or denial of the cancellation request.
This process helps ensure accuracy and fairness for all customers.
Approved Cancellations
If a cancellation request is approved, the order will be canceled before shipment whenever possible.
Customers will receive confirmation that the cancellation has been successfully processed.
Depending on the payment method used, any eligible refund will be initiated according to our refund procedures.
Refunds for Approved Cancellations
When a cancellation request is approved before fulfillment has begun, customers may generally qualify for a full refund.
Approved refunds are usually issued to the original payment method used during checkout.
Refund processing times may vary depending on:
• Payment provider
• Banking institution
• Credit card issuer
• Transaction method
Additional information regarding refund processing can be found in our Return and Refund Policy and Payment Policy.
Cancellation After Shipment
Once an order has been shipped, Stone and Strap generally cannot cancel the order because the package is already in the carrier’s possession.
Customers who no longer wish to keep the product after delivery may be eligible for assistance under our Return and Refund Policy, subject to applicable eligibility requirements.
Shipping charges and carrier fees may not be refundable once shipping services have been provided.
Refused Deliveries
Customers are discouraged from refusing deliveries without first contacting Stone and Strap.
Refused shipments may result in:
• Additional carrier fees
• Return shipping charges
• Processing delays
• Reduced refund eligibility
Any refunds associated with refused deliveries will be reviewed on a case-by-case basis.
Duplicate Orders
If a customer accidentally places duplicate orders, they should contact our support team immediately.
Stone and Strap will review the order status and determine whether duplicate orders can be canceled before fulfillment begins.
Prompt notification significantly improves the likelihood of successful cancellation.
Order Modifications Versus Cancellations
In some situations, customers may wish to modify an order rather than cancel it entirely.
Modification requests may include:
• Address corrections
• Product changes
• Quantity adjustments
• Contact information updates
Modification requests are not guaranteed and depend on fulfillment status.
Once fulfillment has progressed beyond certain stages, modifications may no longer be possible.
Incorrect Customer Information
Customers are responsible for ensuring all order information is accurate at the time of purchase.
Incorrect information may include:
• Shipping address errors
• Billing information errors
• Email address mistakes
• Phone number inaccuracies
Stone and Strap will make reasonable efforts to assist customers when notified promptly, but corrections may not always be possible after processing begins.
Fraud Prevention and Cancellation Requests
To protect customers and maintain secure operations, Stone and Strap reserves the right to review cancellation requests that appear unusual, excessive, or potentially fraudulent.
Examples may include:
• Repeated cancellation activity
• Suspicious transaction behavior
• Identity verification concerns
• Abuse of promotional offers
Additional verification may be required before cancellation approval.
Business-Initiated Cancellations
Stone and Strap reserves the right to cancel orders when necessary.
Reasons may include:
• Inventory shortages
• Pricing errors
• Fraud concerns
• Payment verification failures
• Regulatory restrictions
• Shipping limitations
• Technical errors
If Stone and Strap cancels an order, customers will generally be notified and provided with an appropriate resolution.
Inventory Availability
Occasionally, inventory discrepancies may occur despite efforts to maintain accurate stock levels.
If a product becomes unavailable after purchase, Stone and Strap may cancel the affected order and provide a refund or alternative resolution when appropriate.
Promotional Orders
Orders placed using promotional offers, discount codes, coupons, or special pricing remain subject to the same cancellation procedures outlined in this policy.
Certain limited-time promotional events may include additional conditions communicated during the promotion period.
Chargebacks and Cancellation Requests
Customers are encouraged to contact Stone and Strap directly before initiating chargebacks or payment disputes.
Many issues can be resolved more quickly through customer support channels.
Initiating a chargeback does not automatically cancel an order and may affect the review process.
Limitation of Liability
Stone and Strap shall not be responsible for losses resulting from:
• Delayed cancellation requests
• Carrier actions
• Customer-provided inaccuracies
• Fulfillment activities already completed
• Circumstances beyond our reasonable control
Customers are responsible for reviewing order information carefully before finalizing purchases.
Consumer Rights
Nothing in this Cancellation Policy is intended to limit rights provided under applicable consumer protection laws.
Where local laws provide additional cancellation rights, those rights will apply to the extent required by law.
Policy Updates
Stone and Strap reserves the right to update, modify, revise, or replace this Cancellation Policy at any time.
Changes become effective immediately upon publication unless otherwise required by law.
Customers are encouraged to review this page periodically for updates.
Contact Us Regarding Cancellations
Customers requiring cancellation assistance may contact our support team during business hours or through our available support channels.
We are committed to reviewing requests fairly and responding as efficiently as possible.
Business Information
Business Name: Stone and Strap
Contact Number: +1 (704) 674-5233
Support Email: support@stone-and-strap.store
Business Hours: 9:00 AM – 5:00 PM
Live Chat Support: Available 24/7
Business Address: 1837 Cross Point Road Matthews, NC 28105 United States