Order cancellation policy

We understand that you may need to change your purchasing decision after placing an order. You can generally submit a cancellation request within 24 hours of placing your order. We will do our best to assist with your cancellation request based on the actual status of your order when we receive it. Please note that submitting a request within this time frame does not guarantee that the order can be successfully canceled.

1. Cancellation Request Window

You can generally submit a cancellation request within 24 hours of placing your order. We recommend contacting us as soon as possible. The 24-hour period is the window for submitting a request and does not guarantee successful cancellation. The outcome depends on the actual processing status of your order.

2. Order Status and Cancellation Processing

Upon receiving your request, we will verify your order details and current order status. Cancellation is generally easier if the order has not yet entered fulfillment. If the order is already being processed, picked, packed, sorted, handed over to the carrier, or transported, cancellation may be limited. We will still do our best to stop or intercept the order based on its actual status.

3. If Your Order Cannot Be Canceled

If your order is in the warehouse or logistics process, we will try to intercept it where possible. If interception is unsuccessful, we will explain the available options. Once the order has shipped, it can no longer be handled as a cancellation. Please refer to the Return & Exchange Policy on our website for the applicable conditions and procedures.

4. How to Submit a Cancellation Request

Please contact us through the contact methods provided on our website. Include your order number and relevant order information. We will verify the order status and try to cancel or intercept the order where possible. We recommend submitting your request as early as possible.

5. Refunds After Successful Cancellation

For eligible orders that are successfully canceled, refunds will be processed within 1–5 business days and issued to the original payment method. Please note that refund processing time may differ from the time required for your bank or card issuer to post the funds to your account.

6. Contact Us

Please use the contact methods provided on our website and include your order number and relevant information when contacting us.

Address: 12874 Cook Ct, Denver, CO 80241, US

Phone: +1 (720) 482-6193

Email: service@softlofteu.com

Business Hours: Monday to Friday, 10:00 AM – 6:00 PM (Mountain Time, MT)