Cancellation Policy
Last Updated: May 3, 2026 · Act fast — custom items enter production quickly.
1. Cancellation Window
You may cancel your order within 12 hours of placement, provided that production has not yet commenced. After 12 hours — or once production has started (whichever comes first) — the order cannot be cancelled.
2. How to Cancel
- Email support@shadowgame.com immediately.
- Use the subject line: “URGENT — CANCEL ORDER #[Your Order Number]”
- Include your name and the email address used to place the order.
- We will confirm whether your order is eligible for cancellation within 1–2 hours (during business hours).
3. Cancellation Outcomes
| Scenario | Outcome |
|---|---|
| Request within 12 hours, production not started | ✅ Full refund to original payment method |
| Request within 12 hours, production already started | ⚠️ Cannot cancel — please refer to Refund Policy |
| Request after 12 hours | ❌ Cannot cancel — item in production or shipped |
4. Refund for Approved Cancellations
Approved cancellations receive a full refund to the original payment method within 5–7 business days. You will receive an email confirmation once the refund has been processed.
5. Subscription / Repeat Orders
If you have enrolled in any subscription or scheduled auto-order programme, you may cancel at any time from your My Account page. Cancellations must be made at least 24 hours before the next billing date to avoid being charged for the following cycle.
6. Contact
📧 support@shadowgame.com
📞 +1 (888) 742-6397 (Mon–Fri, 9 AM – 6 PM PST)