If you need to cancel or change an order, timing is the most important factor. Many of the products we sell ship directly from the manufacturer, so once an order has been confirmed with the factory (and especially once it has shipped), our ability to cancel or modify it is limited.

Contact us as soon as possible and we will do everything we can to help.

When Cancellation or Changes Are Possible

We can usually accommodate a cancellation or change when:

• The order has not yet been confirmed with or released to the manufacturer
• The product is stock and has not yet been picked, packed, or handed to the carrier
• The item is not a custom, made-to-order, or "Non-Cancellable / Non-Returnable" (NC/NR) product

Some products are manufactured, customized, or configured specifically for your order (for example, custom paint color, custom length, or installed accessories). These, along with any items explicitly marked NC/NR, cannot be cancelled, returned, or rescheduled once the order has been acknowledged and confirmed. If your order contains one of these items, we will have let you know at the time of sale.

If you are not sure whether your item falls into one of these categories, reach out and we will check for you.

How to Request a Cancellation or Change

Contact our support team right away using any of the following:

• Email: support@relightdepot.com
• Support portal: help.relightdepot.com
• Submit a ticket directly: Create a new ticket
• Phone: 888-548-6387 (Monday to Friday, 8:00 AM to 8:00 PM ET)

Please include:

• Your order number
• The item(s) you want to cancel or change
• A brief description of the change (new quantity, new ship-to address, etc.)

What Happens Next

1. Our team checks the current status of your order with the manufacturer
2. If the order has not yet shipped and is eligible for change, we process the cancellation or modification and send you a confirmation by email
3. If the order has already shipped or is locked in as NC/NR, we will let you know and walk through your options

Cancellation confirmations are typically sent within one business day. Refunds for cancelled orders are issued back to the original payment method; the credit typically appears on your account within 5 to 10 business days, depending on your bank.

If the Order Has Already Shipped

If your order is already in transit, cancellation is no longer possible. Your options are:

• Refuse delivery at the time it arrives. Please contact us first so we can coordinate with the carrier.
• Accept delivery and submit a return request under our standard Return Policy

Outbound shipping charges and any other hard costs incurred to deliver the product are not refundable, and approved returns are subject to the manufacturer's restocking fees.

Important Notes

• Original shipping charges are generally non-refundable on cancelled orders
• On multi-item orders, we can often cancel items that have not yet shipped even if others have already moved
• Custom, made-to-order, and NC/NR items may not be cancellable once confirmed with the manufacturer

Need Help?

The faster we hear from you, the more options we have. Email support@relightdepot.com, open a ticket, or call 888-548-6387 (8 AM to 8 PM ET, Mon to Fri) and we will get to work on it right away.