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Cancellation Policy

Last updated: March 23, 2026
Currency displayed on the website: USD

At Puzzlewdy, we want customers to be able to review our cancellation terms before placing an order, including when a cancellation request may still be accepted, how requests are reviewed, and how refunds are handled if a cancellation is approved.

Unless otherwise stated, all time periods in this policy are counted in business days only, meaning Monday through Friday, excluding public holidays.

1. When a Cancellation Request Can Be Submitted

Customers may request order cancellation before the order has been handed over to the shipping carrier.

If you would like to cancel an order, please contact us as soon as possible and include:

  • the order number
  • the name used for the order
  • the email address or phone number used at checkout
  • whether you want to cancel the full order or only part of it

Submitting a request does not automatically cancel the order. A cancellation is considered completed only after we confirm it.

2. How Cancellation Requests Are Evaluated

All cancellation requests are reviewed based on the actual order status at the time our team processes the request.

This means:

  • sending a cancellation email or message does not automatically secure cancellation eligibility
  • if the order has already been fully prepared or has already been transferred to the carrier before the request is reviewed, the request may no longer be approved
  • while we aim to review requests promptly during support hours, we cannot guarantee that every request will be processed before the order moves into shipment

3. Cutoff Time and Processing Window

Our daily order cutoff time is 2:00 PM EST.

Orders are generally processed within 1 to 2 business days. Orders placed after 2:00 PM EST are usually moved to the next business day's processing queue.

Because orders may move through processing within this timeframe, customers should send cancellation requests as early as possible if they no longer want the order.

4. Situations Where Cancellation May Still Be Approved

A cancellation request may be approved when:

  • the order has not yet been handed over to the shipping carrier
  • the order is still in a stage where processing can be stopped
  • the request is reviewed and confirmed before the shipment stage begins

Depending on the actual order status, we may approve:

  • cancellation of the full order, or
  • cancellation of only part of the order

Approval always depends on the order's live status when we review the request.

5. When an Order Is No Longer Eligible for Cancellation

A request may no longer qualify for cancellation if:

  • the order has already been handed over to the shipping carrier
  • the order has already entered shipped status
  • processing has reached a stage that can no longer be interrupted
  • the request is received too late relative to final dispatch preparation

Please note that the creation of a tracking number or shipping label does not by itself guarantee that the order is still cancellable. Eligibility is determined according to the real processing stage of the order.

If a cancellation can no longer be approved, the customer may need to wait for delivery and then review the Returns & Refund Policy, if the order still qualifies under that policy.

6. Order Changes Instead of Cancellation

If a customer wants to update the shipping address, quantity, color, model, product selection, or another part of the order after checkout, they should contact us as soon as possible.

Requests of this kind:

  • are not guaranteed
  • depend on the actual processing stage of the order when reviewed
  • may sometimes need to be handled as a cancellation request followed by placement of a new order

7. Partial Cancellations

If part of an order is approved for cancellation before shipment, the approved cancelled portion will be refunded to the original payment method.

Partial cancellation is only possible when the order status still allows that adjustment to be made.

8. Refunds for Approved Cancellations

If a cancellation is approved before shipment, the refund will be returned to the original payment method used for the purchase.

For approved cancellations:

  • a full order cancellation will receive a refund of the full amount paid for that order
  • a partial order cancellation will receive a refund for the approved cancelled portion

Approved cancellation refunds are processed within 7 business days from the time the cancellation is confirmed.

After we complete processing, the refunded amount may take additional time to appear in the customer's account depending on the bank, card issuer, or payment provider.

9. Orders Already Shipped or Refused by the Recipient

Once the order has been handed over to the shipping carrier, it is no longer eligible for cancellation under this policy.

If a customer refuses delivery of an order that may otherwise qualify for return, that situation is not treated as an approved cancellation.

If delivery is refused without prior confirmed instructions from us, the original shipping charge may be deducted from any approved refund where applicable.

After shipment, any further request will be handled under the Returns & Refund Policy, not under this Cancellation Policy.

10. Cases Where We May Cancel an Order

In some reasonable situations, Puzzlewdy may cancel an order, including for example when:

  • we are unable to verify information needed to process the order
  • payment cannot be successfully confirmed
  • we identify an issue affecting the accuracy of the order
  • fraud risk or a serious operational concern is detected
  • a product becomes unavailable because of a synchronization error or an unexpected inventory issue

If we cancel an order after payment has been received, the applicable refund will be issued to the original payment method.

11. Delivered Status but Customer Reports Non-Receipt

If tracking shows that an order was delivered but the customer reports that it was not received, that matter is handled under the Shipping Policy, not under this Cancellation Policy.

Customers should contact us as soon as possible so we can review the shipment details and assist with the next appropriate steps.

12. Additional Notes

This policy should be read together with the information shown on the website, at checkout, and in our related policies.

If any mandatory law applicable to a customer's jurisdiction requires a different rule, we will apply that legal requirement to the extent necessary.

13. Contact Information

If you need help with an order cancellation request, please contact us through our Contact page or by using the details below:

Puzzlewdy
Address: 1750 Cypress Lake Drive, Orlando, Florida 32837, United States
Phone: +1 (504) 287-1929
Email: support@puzzlewdy.com
Support Hours: Mon–Sun, 8:00 AM-5:00 PM EST