Last updated: October 02, 2025.
Applies to: United States, United Kingdom, France, Germany, Australia, Spain, Canada, Italy, Belgium, Portugal.
Currency: USD.
Overview
At Odieape, speed is essential for our handcrafted wooden puzzles and decor, which are often prepared for shipping quickly. This policy clearly defines who is eligible to cancel, the specific time frame available, the process for submitting a request, and the refund procedures. This document complements Odieape’s Shipping Policy, Returns & Refunds, and Warranty pages (all amounts displayed and reimbursed are in USD).
1. The Cancellation Window
You may submit a cancellation request within 24 hours of placing your order and before the item enters production or is handed over to a shipping carrier.
- For Handcrafted/Customized Items: Our wooden puzzles and decor, especially custom pieces, may begin the preparation process swiftly (e.g., initial milling, cutting, finishing, or assembly). Once these commitment steps are underway, cancellation is no longer possible as materials and labor have been allocated.
- Order Status Restrictions: Orders that have transitioned into the production phase, been physically collected by the parcel carrier, or (for international shipments) successfully cleared export customs cannot be canceled.
- Post-Window Options: If the 24-hour period has lapsed or production has started, you may still utilize the Returns & Refunds policy after the goods are delivered, provided the item is eligible.
- Modifications: Changes to an order (such as address, product type, size, or finish) are handled as a request to cancel the original order and place a new one. Most changes are only feasible within the same 24-hour period and prior to production. Changes requested later may be unavailable or may incur costs already accrued (e.g., repackaging fees, re-labeling, or re-finishing expenses).
2. Procedure for Submitting a Cancellation
To secure your request within the limited timeframe:
- Email Contact: Send an email to [email protected] within 24 hours of completing checkout. Please ensure you include the Order ID, the email address or phone number used during the purchase, and (optionally) a brief reason to help Odieape enhance its services.
- Subject Line: Use the format: Cancel Order #[your order number] (This format allows us to prioritize your urgent request).
- Confirmation: Odieape will reply via email to confirm whether your order remains eligible for cancellation. For account security, we may require a quick identity or address verification check.
- Alternative Submission: While email is the most rapid way to guarantee your request falls within the 24-hour window, you may also submit a request through the contact form at the bottom of this page.
3. Refunds for Approved Cancellations
- Refund Amount: If the cancellation is approved, Odieape will issue a full monetary reimbursement in USD back to the original method of payment.
- Currency Handling: Refunds are executed in USD. If your bank/PayPal uses a different currency, your provider will apply their current exchange rate and any applicable fees. Any resulting difference in the final amount reflects these FX rates/issuer fees, not charges applied by Odieape.
- Processing Timeline: Odieape aims to initiate the refund process within 7 business days of confirming the cancellation. Banks and payment processors typically take an additional 3–7 business days to post the funds; transfers via PayPal eCheck/bank transfer may require 5–10 business days to fully clear. An email notification will be sent once the refund is initiated.
- Authorization Holds: Any temporary authorization hold placed on your card will be automatically released or converted into a refund by your bank after the processing stage.
- Coupons / Store Credit: Coupon values or store credit used will be reapplied to your account where technically possible; expired promotional coupons cannot be reissued unless mandated by law.
4. Actions After the 24-Hour Period
After 24 hours, or once the item has entered production, been collected by the carrier, or cleared export customs, cancellation under this policy is no longer an option. You remain eligible to use the Returns & Refunds policy after delivery, provided the item meets the return criteria. Note that customized or made-to-order items are typically non-returnable except in cases of verified manufacturing defects or shipping damage.
- Post-Window Exception: If an exception is made outside the allowed window (e.g., an in-stock item still remaining in the warehouse), Odieape may deduct actual operational costs already incurred (such as picking/packing, labeling, or restocking fees) to ensure fair pricing for all customers.
- Cancellation by Odieape: If Odieape must cancel an order (due to a quality-control issue, missing components, or an uncleared fraud-prevention flag), a full refund in USD will be immediately issued, and options for replacement or re-make will be offered where feasible.
5. Shipping & Delivery Notes
Our small, handcrafted goods travel via standard parcel services.
- Post-Pickup: If a cancellation request is received after the parcel has been scanned by the carrier and left our facility, cancellation is not available under this policy.
- Delivery Issues: Missed delivery attempts or last-minute address changes may result in carrier fees that cannot be waived once transit is underway.
- Inspection: Upon delivery, please inspect the box thoroughly before accepting. If any damage is visible, record it on the delivery documentation, take photographs, and contact Odieape promptly so that a claim and arrangement for parts or replacement can be initiated. Keep all original packaging until subsequent steps are confirmed.
6. Your Rights and Local Law
Nothing within this policy is intended to limit or override mandatory consumer rights. Where local legislation provides additional rights (e.g., EU/UK withdrawal rights for eligible standard goods), those rights will be honored as required. Should any section of this policy conflict with a mandatory rule in your country, that specific rule will take precedence, and Odieape will comply.
7. Need Help Deciding?
Uncertain about your order’s status or timing? Contact Odieape immediately—the faster you communicate, the more options we may have available. Support typically replies within 24 business hours in all covered countries.
8. Contact
For any questions regarding this Cancellation Policy, please reach out to us:
Address: 15144 Goldenwest Circle, Westminster, CA, 92683
Phone: +1 (310) 893-4022
Email: [email protected]
Support Time: Mon–Sun: 8:00 AM-5:00 PM PST
