Order Cancellation Policy

At pempp, we begin processing orders as soon as possible after they are placed. If you need to cancel or change an order, please contact us as soon as possible.

This Order Cancellation Policy applies to purchases made directly through our website.

Order Cancellation Requests

You may request to cancel an order by contacting us at:

Email: info@pempp.com
Phone: +1 225-350-1725
Business Hours: Monday to Friday, 9:00 AM – 5:00 PM

Please include the following information in your cancellation request:

  • Your order number
  • The email address used to place the order
  • Your full name
  • The reason for cancellation, if applicable

We will review your request and confirm whether the order can be cancelled.

Cancellation Before Shipment

Cancellation requests may be accepted if the order has not yet been processed, packed, shipped, or transferred to a fulfillment provider or shipping carrier.

If your cancellation request is approved, we will cancel the order and issue a refund to your original payment method.

Refunds are typically processed within 5–7 business days after approval. Your bank, card issuer, or payment provider may require additional time to post the refund to your account.

Cancellation After Processing or Shipment

Once an order has been processed, packed, shipped, or transferred to a fulfillment provider or shipping carrier, we may not be able to cancel the order.

If the order has already shipped, it will be handled according to our Return & Refund Policy after delivery.

Please do not refuse delivery or return an item without contacting us first. Returns sent without prior authorization or sent to the wrong address may not be accepted.

Address Changes

If you need to change your shipping address after placing an order, please contact us as soon as possible at info@pempp.com.

We may be able to update the shipping address if the order has not yet been processed, packed, shipped, or transferred to the carrier.

Once an order is in transit, we cannot guarantee that the shipping address can be changed.

Customers are responsible for providing accurate and complete shipping information at checkout.

Changes to Items, Sizes, or Colors

If you need to change an item, size, color, or quantity after placing an order, please contact us as soon as possible.

We may be able to make changes if the order has not yet entered processing or fulfillment.

If the order has already been processed or shipped, item changes may not be possible. In that case, you may request a return or exchange after delivery according to our Return & Refund Policy.

Orders Under Review

Some orders may be subject to payment verification, fraud prevention review, inventory review, or other order checks before fulfillment.

We reserve the right to cancel or refund an order if:

  • Payment cannot be verified
  • The order appears fraudulent, suspicious, or unauthorized
  • Billing, shipping, or contact information is incomplete or inaccurate
  • The item is unavailable or out of stock
  • There is a pricing, inventory, product description, or technical error
  • The order violates our policies or applicable law
  • The order appears to be placed for unauthorized resale or abusive activity

If we cancel an order, we will notify you using the contact information provided at checkout and issue a refund to the original payment method where applicable.

Duplicate Orders

If you accidentally place a duplicate order, please contact us immediately at info@pempp.com.

We will review the order status and determine whether one of the orders can be cancelled. If the duplicate order has already been processed or shipped, it may need to be handled under our Return & Refund Policy.

Promotional or Discounted Orders

Orders placed with discount codes, promotional offers, or limited-time pricing may be cancelled only if they meet the cancellation conditions stated in this policy.

If an order is cancelled, any discount, promotion, or offer used on that order may not be reusable unless otherwise stated.

Chargebacks and Unauthorized Transactions

If you believe a transaction was unauthorized, please contact us as soon as possible at info@pempp.com so we can review the issue.

Submitting a chargeback without first contacting us may delay resolution. We reserve the right to provide order, payment, shipping, delivery, and communication records to payment processors, banks, card issuers, or dispute resolution providers when responding to chargebacks or payment disputes.

Contact Us

If you have any questions about this Order Cancellation Policy, please contact us:

pempp
Email: info@pempp.com
Phone: +1 225-350-1725
Office Address: 1 Trella Pl, Lackawanna, New York, United States
Business Hours: Monday to Friday, 9:00 AM – 5:00 PM

Please note that our office address is not necessarily a return address. For returns, please contact us first and follow the return instructions provided by our customer support team.