Cancel/Change Order

Last Updated: January 2024

At Carolstrong, we understand that plans change. Whether you need to cancel an order or update order details, this policy explains what can and cannot be changed, the timeframe involved, and how to request assistance—clearly and without fine print tricks.

This policy applies to all purchases made through https://carolstrong.com/.

1. Order Processing Timeline

To ensure fast and reliable delivery, orders are processed quickly once placed.

Key Processing Details

  • Order Processing Days: Monday – Friday
  • Order Cut-Off Time: 5:00 PM (EST)
  • Handling Time: 1 business day

Because orders move into processing shortly after placement, cancellations and changes are time-sensitive.

2. Order Cancellation Policy

When Cancellations Are Allowed

Orders may be canceled only before they are shipped.

If your order has not yet entered the shipping stage, we can cancel it and issue a full refund to the original payment method.

When Cancellations Are Not Possible

Once an order has been shipped:

  • It can no longer be canceled
  • It must follow the Return & Refund Policy instead

Shipping confirmation emails indicate when an order has officially shipped.

3. How to Request an Order Cancellation

To request a cancellation:

  1. Email support@carolstrong.com as soon as possible
  2. Include your order number
  3. Clearly state that you are requesting a cancellation

Requests are processed in the order they are received. Submitting a request does not guarantee cancellation if the order has already been shipped.

4. Refunds for Canceled Orders

  • Approved cancellations receive a full refund
  • Refunds are issued to the original payment method
  • No cancellation fees or processing fees are charged
  • Refunds are processed according to our standard refund timeline (up to 12 days)

5. Order Change Policy

What Can Be Changed (Before Shipment)

If your order has not yet shipped, we may be able to update:

  • Shipping address
  • Contact information
  • Selected size or color (subject to availability)

Changes are not guaranteed and depend on processing status and inventory availability.

What Cannot Be Changed

Once an order has entered shipping:

  • Product type cannot be changed
  • Quantity cannot be adjusted
  • Shipping method cannot be modified

In these cases, the order must be delivered and handled through the return process if needed.

6. How to Request an Order Change

To request a change:

  1. Email support@carolstrong.com
  2. Provide your order number
  3. Clearly state the change you are requesting

Our support team will review the request and confirm whether the change can be made.

7. Address Changes & Delivery Responsibility

Customers are responsible for providing accurate shipping information at checkout.

If an incorrect address is submitted:

  • We must be contacted before shipment to correct it
  • Carolstrong is not responsible for delivery issues caused by incorrect or incomplete addresses
  • Orders returned due to address errors may require additional shipping fees to resend

8. Orders That Cannot Be Modified or Canceled

Carolstrong reserves the right to refuse cancellation or change requests if:

  • The order has already shipped
  • The request is received outside business hours and processing has begun
  • The order is in final packaging or carrier handoff stage

9. Business Hours for Requests

Cancellation and change requests are handled during customer support hours only.

Support Hours:
8:00 AM – 7:00 PM (EST)
Monday – Saturday

Requests submitted outside these hours will be reviewed on the next business day.

10. Related Policies

This policy works together with:

  • Shipping Policy
  • Return & Refund Policy
  • Terms of Service

In cases of conflict, the policy most applicable to the situation will apply.

11. Policy Updates

Carolstrong reserves the right to update or modify this Cancel / Change Order Policy at any time. Changes apply to orders placed after the updated policy is published on our website.

We recommend reviewing this policy before placing an order.

12. Contact Information

For assistance with cancellations or order changes, please contact us:

Email: support@carolstrong.com
Support Hours: 8:00 AM – 7:00 PM (EST), Monday – Saturday
Store Name: Carolstrong
Website: https://carolstrong.com/