Cancel My Order

Last updated: September 12, 2026

Currency: USD

Regions covered: United States, United Kingdom, France, Germany, Australia, Spain, Canada, Italy, Belgium, Portugal

At Shelfwrk, we prepare and process furniture orders shortly after payment confirmation. Because many products require packaging coordination, freight scheduling, and shipment preparation, cancellation availability depends on the order status at the time the request is received.

This Cancellation Policy explains:

• cancellation eligibility,

• order modification requests,

• refund timing,

• shipment-related limitations,

• and customer responsibilities.

This policy should be read together with the:

• Shipping Policy,

• Refund & Returns Policy,

• Payment Policy,

• and Terms of Service.

All refunds and payment-related transactions are processed in USD.

1. Cancellation Window

Customers may request order cancellation within:

• 24 hours after placing the order

only if the order has not:

• entered processing,

• started packaging preparation,

• received shipment labeling,

• been scheduled for carrier pickup,

• or been handed to the carrier.

For international shipments, cancellation may also become unavailable once:

• export documentation,

• customs preparation,

• or freight scheduling

has started.

If shipment preparation has already begun, cancellation may no longer be possible.

If cancellation is unavailable, eligible customers may still request support under the Shelfwrk Refund & Returns Policy after delivery.

2. Order Changes

Requests involving:

• shipping address updates,

• item changes,

• quantity changes,

• or product substitutions

are generally handled as:

• cancellation and re-order requests

and should be submitted within the same:

• 24-hour cancellation window

before shipment processing begins.

If a shipment is already in transit:

• carrier re-routing,

• address correction,

• freight rescheduling,

• or re-delivery fees

may apply depending on the carrier and destination.

Any additional charges are communicated before changes are finalized.

3. How to Request a Cancellation

To request cancellation, customers should contact Shelfwrk support as soon as possible after placing the order.

Please include:

• Order ID,

• email address used during checkout,

• phone number where applicable,

• and the cancellation request details.

Contact Information

Email: help@shelfwrk.com
Phone: +1 (202) 660-3500

Suggested subject line:

• Cancel Order #[Order Number]

For security purposes, Shelfwrk may request additional verification before modifying or canceling an order.

4. Refunds for Approved Cancellations

If a cancellation request is approved:

• a refund is generally issued to the original payment method in USD.

Approved cancellation refunds are typically initiated within:

• 5–7 business days

after cancellation confirmation.

Banks, PayPal, and payment providers may require additional processing time before funds appear in the customer account.

If another currency is used by the customer’s bank or payment provider:

• exchange rates,

• conversion timing,

• and international processing fees

are determined solely by the customer’s financial institution or payment provider.

Temporary pending authorizations are controlled by the customer’s bank and may take additional time to disappear automatically.

5. Orders That Cannot Be Canceled

Cancellation is generally unavailable once:

• shipment preparation begins,

• the shipping label is generated,

• freight coordination starts,

• or the shipment has been handed to the carrier.

For oversized furniture products, shipping coordination and freight scheduling may begin shortly after order confirmation.

In rare situations where a shipment can still be stopped after processing begins, Shelfwrk may approve cancellation and deduct:

• non-recoverable carrier charges,

• packaging costs,

• or freight coordination fees

that have already been incurred.

Any deduction is explained before final cancellation approval.

6. Damaged or Incorrect Orders

If an order arrives:

• damaged,

• incomplete,

• defective,

• or incorrect,

customers should contact Shelfwrk support within:

• 72 hours after delivery

and provide:

• photos of the product,

• photos of packaging,

• and shipping label images where available.

Customers should retain all original packaging materials until the review process is completed.

Issue-related claims are handled according to the Shelfwrk Refund & Returns Policy.

7. If Shelfwrk Cancels an Order

Shelfwrk may cancel an order if:

• inventory becomes unavailable,

• payment verification fails,

• fraudulent activity is suspected,

• shipment restrictions apply,

• or operational issues prevent fulfillment.

If Shelfwrk cancels an order after payment is received:

• an eligible refund is generally issued in USD to the original payment method.

Where appropriate, alternative options may be offered depending on inventory availability.

8. Customer Responsibilities

Customers are responsible for:

• reviewing order details before checkout,

• providing accurate shipping information,

• monitoring shipment updates,

• and contacting Shelfwrk promptly if order changes are needed.

Failure to provide accurate delivery information may result in:

• failed delivery,

• additional carrier fees,

• or shipment delays.

9. Consumer Rights

Nothing in this policy limits rights that cannot legally be excluded under applicable consumer protection laws.

Where local law provides additional customer protections, those rights continue to apply.

10. Transparency Notice

Shelfwrk is committed to maintaining transparent cancellation and refund practices consistent with:

• international e-commerce standards,

• customer transparency expectations,

• and Google Merchant Center policy requirements.

The following principles apply throughout the website:

• cancellation conditions are disclosed clearly,

• refund timelines are explained publicly,

• payment handling is described transparently,

• and shipping-related limitations are identified before checkout.

Shelfwrk does not intentionally hide material cancellation-related conditions from customers.

11. Contact Information

If customers have questions regarding:

• cancellation eligibility,

• order modifications,

• shipment status,

• or refund timing,

please contact Shelfwrk support.

Contact Information

Phone: +1 (202) 660-3500
Email: help@shelfwrk.com
Support Hours: Mon–Sun | 8:00 AM – 5:00 PM CST