Cancellation Policy

At Smartsitters, we understand that sometimes plans change. Here is everything you need to know about cancelling or modifying your order.

Our Cancellation Commitment

We process orders quickly so we can get them to you as fast as possible. Because of this, our cancellation window is limited. However we will always do our absolute best to accommodate your request if you reach out to us in time. If you need to cancel an order, the sooner you contact us the better.

When You Can Cancel

Your ability to cancel depends on where your order is in our processing system:

Before Processing (Best chance for cancellation)

• If your order has not yet entered our processing system, we can cancel it immediately and issue a full refund
• Orders placed within the last 1 to 2 hours are most likely to be caught before processing begins
• Contact us as soon as possible through our Contact Us page with your order number and the subject line "Cancellation Request"

During Processing

• Once your order has entered our processing system, cancellation becomes more difficult but may still be possible
• Contact us immediately and we will check the status of your order
• If we are able to stop the order before it ships, we will cancel it and issue a full refund
• If we are unable to stop it, your order will ship and you will need to follow our return process once it arrives

After Shipment

• Once your order has been shipped and a tracking number has been assigned, we are unable to cancel it
• You will need to wait for the order to arrive and then initiate a return through our Contact Us page
• If your order is delayed beyond the shipping timeframe stated in our Shipping Policy, you may cancel it for a full refund at any time before it ships
• Please refer to our Returns and Refunds section below for full details on how to send your order back

Cancellation Timeframes

Refunds for Cancelled Orders

If your cancellation request is successful, here is what to expect:

• A full refund will be issued to your original payment method
• Refunds are processed within 3 to 5 business days after the cancellation is confirmed
• Depending on your bank or payment provider, it may take an additional 3 to 7 business days for the refund to appear in your account
• You will receive a cancellation confirmation email once your refund has been processed
• If you do not receive your refund within 10 business days of your cancellation confirmation, contact us and we will investigate immediately

Order Modifications

If you need to make a change to your order rather than cancel it completely, here is what we can and cannot do:

We may be able to change:

• Shipping address (only if the order has not yet been processed)
• Product size or color variant (only if the order has not yet been processed and the item is available)
• Quantity (only if the order has not yet been processed)

We are unable to change:

• Orders that have already been processed or shipped
• Payment method after an order has been placed
• Products to a completely different item (in this case you would need to cancel and place a new order)

To request a modification, contact us through our Contact Us page as soon as possible with your order number and the details of what you would like to change.

Cancellations for Damaged or Defective Items

If your order arrives damaged or defective, you do not need to go through the standard cancellation process. Here is what to do:

• Take clear photos of the damaged or defective product and its packaging
• Contact us through our Contact Us page within 48 hours of delivery
• Include your order number and photos in your message
• We will arrange a full replacement or refund at no additional cost to you
• You will not be required to return the damaged item in most cases

Cancellations for Wrong Items Received

If you receive the wrong item, we will make it right immediately:

• Contact us through our Contact Us page within 48 hours of delivery
• Include your order number and a photo of the item you received
• We will arrange to send you the correct item as soon as possible
• Return shipping for the wrong item will be covered by Smartsitters

Non Cancellable Orders

In some cases, orders cannot be cancelled or modified:

• Orders that have already been shipped and are in transit
• Orders for customized or personalized products
• Orders during flash sales or limited time promotions may have specific cancellation terms noted at the time of purchase

If you are unsure whether your order qualifies for cancellation, contact us and we will review your specific situation.

Returns and Refunds

If you were unable to cancel your order before it shipped, you can still return it once it arrives. Here is a quick summary of our return policy:

• We accept returns within 14 days of delivery
• Items must be in their original condition and packaging
• To start a return, contact us through our Contact Us page with your order number and reason for return
• Once we receive and inspect the returned item, your refund will be processed within 10 business days
• Return shipping to our international returns center and any customs clearance costs are the responsibility of the customer unless the item arrived damaged, defective, or incorrect

Frequently Asked Questions

How quickly do I need to request a cancellation? As soon as possible. The sooner you reach out, the better the chance we have of catching your order before it ships. Orders placed within the last 1 to 2 hours have the best chance of being cancelled successfully.

Will I be charged a cancellation fee? No. Smartsitters does not charge any cancellation fees. If your cancellation is successful, you will receive a full refund with no deductions.

What if I ordered the wrong product? Contact us immediately through our Contact Us page. If your order has not yet been processed, we may be able to swap it for the correct product. If it has already shipped, you will need to return it once it arrives and place a new order.

Can I cancel just one item from a multi item order? Possibly, if the order has not yet been processed. Contact us right away with your order number and the specific item you want to cancel. We will do our best to accommodate the request.

What if I used a discount code or store credit on my order? If your cancellation is successful, your refund will be issued to your original payment method. Any discount codes or store credits used will be reviewed on a case by case basis. Contact us for details specific to your order.

I submitted a cancellation request but have not heard back. What should I do? Check your spam or junk folder first. If you still have not received a response within 4 hours during business hours, send us a follow up message through our Contact Us page with your order number.

Contact Us

Need to cancel an order or have a question about our cancellation policy? We are here anytime. Head over to our Contact Us page and send us a message, or email us at info@smartsitters.shop. We respond to every single inquiry and we will not leave you waiting.

Smartsitters Customer Support Available 7 days a week Response time: within 24 hours