Order Cancellation Policy

Order Cancellation Policy

This Order Cancellation Policy applies to the order management and cancellation process for Urbinoo (hereinafter referred to as “we,” “us,” or “our”) online store. After placing an order on our website, users may submit a cancellation request and understand the relevant procedures according to the following terms.

1. Order Cancellation Eligibility

Cancellation rules may vary depending on the stage of order processing:

• Within 48 hours of placing the order and not yet shipped
  If the order is submitted within 48 hours and is still in the processing stage, users may request to cancel the order. Once approved, the order will be terminated and enter the refund process.

• More than 48 hours after placing the order or already shipped
  If the order was submitted more than 48 hours ago or has entered the shipping process, the order generally cannot be canceled directly.
  In this case, users may submit a return request after receiving the package and follow the return and exchange policy to process a refund.

For more information about returns, please refer to the website’s Return & Exchange Policy page.

2. Order Cancellation Procedure

To request an order cancellation, follow these steps:

Step 1: Submit a Cancellation Request
Users may contact customer support via email or phone and provide necessary information such as the order number, order records, or payment proof to verify the order status.

Step 2: Order Status Review
The customer service team will verify the order status and determine whether the cancellation request meets the eligibility criteria based on the processing progress.

Step 3: Notification and Processing
Once the cancellation request is approved, users will be notified via email or other contact methods, and the refund process will be initiated.

3. Refund Process

After the cancellation request is approved, the refund will be processed using the original payment method.

Refund Method
The refunded amount will be returned to the bank account used for payment, including:

• Visa

• MasterCard

Processing Time
The processing time may vary depending on the bank. Typically, refunds are expected to be completed within 3–5 business days.

If the refund is not received within the expected timeframe, users may contact customer service with the order information for further inquiry.

For more details on the refund process, please refer to the website’s Refund Policy page.

4. Contact Information

For inquiries regarding order cancellations, refund status, or other order-related matters, please contact us as follows:

• Address: 136 Roy Branch Rd, Branchland, WV 25506, US

• Customer Service Phone: +1 (681) 202-1186

• Customer Service Email: fastsupport@urbinoo.com

Online Service Hours: Monday to Friday, 9:00 AM–12:30 PM and 2:00 PM–6:00 PM (US Time, GMT+8)

Customer service is available for order inquiries, cancellation requests, and related support.