Cancellation Policy

Order Cancellation Policy

At Cielume, we process orders quickly to get your wellness support to you fast. This policy explains how to cancel your order before it ships.

Looking for return information? See our Return & Refund Policy for orders already shipped or delivered.

⚡ Quick Cancel Guide

Can I Cancel My Order?

It depends on timing:

Order Status Can Cancel? Action Required
Processing (0-6 hours) ✅ Yes, guaranteed Email us immediately
Preparing to Ship (6-24 hours) ⚠️ Maybe (60% success) Contact us ASAP
Shipped (tracking generated) ❌ No Use our return policy instead

🚨 How to Cancel (Before Shipment)

Step 1: Act Fast

Time is critical! Orders enter our fulfillment system within 6-24 hours.

Step 2: Contact Us Immediately

For Best Results:

📧 Email: Sale@cielume.com
Subject Line: "URGENT: Cancel Order #[Your Order Number]"

Include:

  • Your order number (found in confirmation email)
  • Email used at checkout
  • Reason for cancellation (optional, helps us improve)

💬 Live Chat: Available Mon-Fri, 9AM-6PM EST (fastest during business hours)

📞 Phone: [Your phone number] (for urgent requests within 6 hours of ordering)

Step 3: Wait for Confirmation

Response Times:

  • 0-6 hours after order: Confirmation within 2 hours during business hours
  • 6-24 hours after order: Confirmation within 4 hours (checking warehouse status)
  • After 24 hours: We'll let you know if it's already shipped

✅ Successful Cancellation

What happens next:

  1. Confirmation Email - Sent within 2-4 hours
  2. Order Status Updated - Shows "Canceled" in your account
  3. Full Refund Processed - Within 3-5 business days to original payment method
  4. No Further Action Needed - You're all set!

Refund Amount: 100% of your order total (product + shipping + tax)

⚠️ Partial Success or Too Late

If Your Order Already Shipped:

You'll receive:

  • Email notification that cancellation wasn't possible
  • Tracking information for your shipment
  • Instructions for our easy 30-day return process

Your Options:

  1. Refuse delivery when carrier attempts delivery (package returns to us automatically)
  2. Accept and return within 30 days (unopened products only)

See our full Return & Refund Policy for details.

🔁 Canceling Subscriptions

Subscription cancellations are handled separately and can be done anytime without time pressure.

Quick Access:

Key Points:

  • No fees or penalties to cancel
  • Cancel at least 48 hours before next billing date
  • Can pause instead of canceling

❓ Common Questions

"I ordered 2 hours ago. Can I definitely cancel?"

Yes! Within 6 hours, we guarantee cancellation if you contact us promptly.

"I just got a shipping notification. Can you stop it?"

Unfortunately, once tracking is generated, the package is with the carrier. However, you can refuse delivery or return it within 30 days.

"Can I cancel just one item from my order?"

Before processing: Yes, contact us immediately.
After processing: No, but you can return individual items after delivery.

"What if I want to change my order instead of cancel?"

Within 6 hours: Contact us—we may be able to modify your order (change address, add/remove items).
After 6 hours: Cancellation and reorder is usually easier, or wait and place a second order.

"Will I lose my discount code if I cancel?"

If you cancel before shipment, contact us—we can often preserve your discount for a reorder within 7 days.

"Can I cancel a gift order?"

Yes, follow the same process using your order number. The refund goes to the original purchaser's payment method.

🚫 What Cannot Be Canceled

Even within the 6-hour window, these items cannot be canceled:

  • Digital Products - E-books and guides (delivered instantly upon purchase)
  • Gift Cards - Processed immediately
  • Custom/Personalized Items - If we offer any in the future

🌍 International Orders

Before Shipment:

Same cancellation process as domestic orders.

After International Shipment:

Cannot be intercepted once in transit. Must complete delivery, then follow our International Return Policy.

Note: International shipping fees are non-refundable after shipment.

💡 Better Alternatives to Canceling

Before You Cancel, Consider:

For One-Time Orders:

  • Change delivery address (if within 6 hours)
  • Modify order contents (contact us within 6 hours)
  • Gift it to someone else (we can update shipping info)

For Subscription Orders:

  • Skip this delivery (keep subscription active for future)
  • Pause for 1-3 months instead of canceling
  • See Subscription Policy for flexible options

📞 Need Urgent Help?

For Time-Sensitive Cancellations:

Fastest Response:

  • 💬 Live Chat (Mon-Fri, 9AM-6PM EST) - Instant connection
  • 📞 Phone: [Your phone number] (for orders placed within last 6 hours)

Standard Response:

  • 📧 Email: Sale@cielume.com with "URGENT" in subject line
  • ⏰ Response within 2-4 hours during business hours

Check Order Status:

  • Log in to your Account Dashboard
  • Look for "Processing" or "Shipped" status

🔄 Cancellation vs. Return: What's the Difference?

Cancellation Return
When Before shipment After delivery
Process Email us urgently Request return authorization
Timeline Must act within 24 hours 30 days after delivery
Refund Full refund (product + shipping) Product price only*
Product Condition N/A (never shipped) Must be unopened
More Info This page Return Policy

*Original shipping charges non-refundable for standard returns; full refund if product is defective.

🛡️ Our Commitment

We process orders fast because we know you're excited to start your wellness journey. But we also understand that mistakes happen or plans change.

Our Promise:

  • ✅ We'll always try our best to stop your order if you contact us quickly
  • ✅ If we can't cancel, we make returns easy and hassle-free
  • ✅ You're never stuck with a product you don't want

Your satisfaction matters more than any single sale.

📝 Summary

✅ 0-6 hours after order: Cancellation guaranteed—email us immediately
⚠️ 6-24 hours after order: Contact us ASAP—60% success rate
❌ After shipment: Use our 30-day return policy instead
🔁 Subscriptions: Manage anytime in your account

Questions? Contact Sale@cielume.com

For information about returns, refunds, exchanges, and subscription management, see our Return & Refund Policy.

These statements have not been evaluated by the Food and Drug Administration. This product is not intended to diagnose, treat, cure, or prevent any disease.