Cancel My Order

Last updated: September 02, 2025
Applies to: United States, United Kingdom, France, Germany, Australia, Spain, Canada, Italy, Belgium, Portugal
Currency: USD

Overview

At Gtxape, quick handling is part of how we ship our wooden puzzles and decor. This policy explains who can cancel, the time window available, how to submit a request, and how refunds are handled. This document works alongside Gtxape’s Shipping Policy, Returns & Refunds, and Warranty pages (all amounts displayed and reimbursed are in USD).

1) The cancellation window

You may request a cancellation within 24 hours of checkout and before the parcel is handed to the shipping carrier.

Order status restrictions: Once a parcel has been handed to the carrier (or has received its first carrier scan), cancellation is no longer available under this policy. For international shipments, once the parcel has moved into export clearance flow, cancellation is not available.
After the window: If the 24-hour period has passed, you may still use the Returns & Refunds policy after delivery, provided the item meets return criteria.
Changes to an order: Requests such as address edits or switching to a different item are handled as a cancellation request followed by a new checkout. These changes are usually only possible within the same 24-hour window and before carrier handoff. Requests made later may be unavailable or may require carrier reroute fees.

2) How to submit a cancellation request

To submit within the limited timeframe:

Email: Send an email to [email protected] within 24 hours of checkout. Include your Order ID and the email address or phone number used at checkout. A short reason is optional.
Subject line: Use the format: Cancel Order #[your order number]
Confirmation: Gtxape will reply to confirm whether the order is eligible for cancellation. For account security, a quick identity or address verification may be requested.
Alternative: You may also submit the request through the contact form at the bottom of this page, but email is typically fastest.

3) Refunds for approved cancellations

Refund amount: If approved, Gtxape issues a full refund in USD to the original payment method.
Currency handling: Refunds are processed in USD. If your bank/PayPal uses a different currency, the conversion rate and any fees are determined by your provider. Any difference is not a fee charged by Gtxape.
Processing timeline: Gtxape aims to initiate the refund within 7 business days of confirming the cancellation. Banks and processors may take additional business days to post the funds. You will receive an email notification once the refund is initiated.
Authorization holds: Any temporary authorization hold will be released or converted into a refund based on your bank’s timeline.
Coupons / store credit: Coupon values or store credit used will be reapplied where technically possible; expired promotional coupons cannot be reissued unless required by law.

4) Actions after the 24-hour period

After 24 hours, or once the parcel has been handed to the carrier or entered export clearance flow, cancellation is not available under this policy. You may still use the Returns & Refunds policy after delivery if the item meets return criteria.

Limited exceptions: In rare cases where a parcel is still in the facility and has not been handed to the carrier, Gtxape may approve a request outside the 24-hour window. In such cases, actual carrier or processing costs already incurred (for example, label fees or carrier interception fees) may be deducted.

Cancellation by Gtxape: If Gtxape cancels an order due to a quality issue, missing components, or an unresolved security flag, a full refund in USD will be issued. Where available, you may be offered the option to receive the same item again if inventory allows.

5) Shipping & delivery notes

These items travel via standard parcel services.

After carrier handoff: If a cancellation request is received after the parcel has been scanned by the carrier and has left the facility, cancellation is not available.
Delivery issues: Missed delivery attempts or address changes during transit may result in carrier fees that cannot be waived once transit is underway.
Inspection: On delivery, inspect the carton before accepting when possible. If visible damage exists, note it with the driver, take photos, and contact Gtxape promptly so a claim and resolution can be arranged. Keep all original packaging until next steps are confirmed.

6) Your rights and local law

Nothing in this policy limits mandatory consumer rights. Where local law provides additional rights (including EU/UK withdrawal rights for eligible standard goods), those rights will be honored. If any section conflicts with a mandatory rule in your country, that rule takes precedence.

7) Need help deciding?

If you are unsure about timing or order status, contact Gtxape as soon as possible. The earlier you reach out, the more options may be available. Support typically replies within one business day on working days (PST).

8) Contact

Phone: +1 (310) 924-1464
Email: [email protected]
Support Time: Mon–Sun: 8:00 AM–5:00 PM PST