At Tolame, we understand that customers may occasionally need to cancel an order. This policy outlines the conditions and procedures for order cancellations.
1. How to Request a Cancellation
To cancel an order, please contact our customer support team as soon as possible via [email protected].
We recommend submitting your cancellation request within 24 hours of placing the order to ensure the best chance of processing it before fulfillment begins.
2. Order Processing Time
- All orders are processed within 1–2 business days after payment is successfully verified.
- If your cancellation request is received before the order is processed, we will cancel the order and issue a full refund to your original payment method.
3. Orders That Cannot Be Canceled
If your order has already been processed and shipped, we are unable to cancel it.
In such cases, you may return the item after delivery in accordance with our Return & Refund Policy (replace with actual URL). Please note:
- You will be responsible for return shipping costs for non-defective or non-damaged items.
4. Refunds
If the cancellation is successful:
- A full refund will be issued to your original payment method.
- Refunds typically take 5–8 business days to appear, depending on your payment provider.
5. Special Circumstances
We may not be able to cancel your order if:
- The item has already been processed for shipment
- The shipment is in transit or has been delivered
In these situations, our support team will provide a clear explanation and assist you with return options, where applicable.
6. Contact
For all cancellation-related inquiries, please contact:
Email: [email protected]