Order Cancellation & Change Policy

1. Overview

This policy explains how customers can request an order cancellation or make changes such as updating the shipping address, adjusting item size or color, or modifying quantities. Because orders enter processing quickly, all requests are highly time-sensitive and cannot be guaranteed once the order moves into fulfillment or shipping.

2. Time-Sensitive Requests

We begin processing orders shortly after they are placed. When an order has been sent to our warehouse team or transferred to the shipping carrier, it may no longer be possible to cancel or modify it. For this reason, cancellation and change requests are handled on a best-effort basis only, and we cannot promise success once the order has entered the processing stage.

3. How to Request an Order Cancellation

If you need to cancel your order, please contact us immediately at support@carlosrego.com. Use the subject line “Order Cancellation Request – [Your Order Number]” and include your full name, your order number, and the reason for cancellation.
If the order has not yet been processed or shipped, we will attempt to cancel it and confirm by email. If the order has already shipped or is in final processing, cancellation may no longer be possible. In that case, you may receive the package and submit a request through our Return & Refund Policy where applicable.

4. How to Request an Order Change (Address, Size, Item, etc.)

If you need to update your address or make changes to items in your order, please contact us right away at support@carlosrego.com. Use the subject line “Order Change Request – [Your Order Number]” and include your full name, order number, and a clear explanation of the change needed.
We will accommodate your request if the order has not yet entered processing. Certain changes, like updating the address after the label has been created or switching sizes once the item is packed, may not be possible. When modifications cannot be made, customers may use the return process after the order is delivered, provided it meets our Return Policy criteria.

5. Orders Already Shipped

Once an order has shipped, it cannot be canceled, the address cannot be changed, and item adjustments are no longer possible. Customers may refuse the package upon delivery where carriers allow this option, or they may accept the package and start a return request according to our Return & Refund Policy.
Shipping fees are typically non-refundable, and return shipping may be the responsibility of the customer unless the issue originates from our error.

6. Pre-Orders and Backorders

For pre-order or backorder items, customers may request cancellation up until the time the order enters processing. Once processing begins, the same rules as standard orders apply. Processing timelines for these items may be longer and will be reflected on the respective product pages.

7. When Requests May Be Denied

We may decline a cancellation or change request if the order has already been processed or shipped, if the request is not feasible due to stock or location limitations, if the customer has a history of repeated cancellations or disputes, or if the request raises concerns of fraud or policy misuse. All decisions are made fairly and in good faith.

8. Refunds for Approved Cancellations

If your cancellation request is approved before the order ships, a refund will be issued to your original payment method (PayPal). Refunds generally take three to seven business days, depending on your bank or PayPal processing times. Refunds cannot be issued as cash or to a different payment method.

9. Responsibility for Customer Information

Customers are responsible for providing accurate shipping details and reviewing order information before submitting an order. We are not responsible for delays or issues caused by incorrect addresses, wrong item selections, or incomplete information. If you notice an error, contact us immediately to improve the chance of correction before processing begins.

10. Relationship With Other Policies

This Order Cancellation & Change Policy works together with our Return & Refund Policy and our Shipping Policy. If cancellation is not possible due to shipping status, customers may still be able to return the order after delivery if it qualifies under the Return Policy.

11. Contact Information

For cancellation or order change requests, please contact:

Carlosrego – Order Support
Email: support@carlosrego.com
Website: https://carlosrego.com
Address: 790 Dillard St, Houston, TX 77091, United States