Effective date: August 25, 2026
This policy applies to regular products, modified website designs, and fully custom-made mascot orders placed through ShopMascot.com.
Within 24 Hours
Full Refund
Available when the cancellation request is received within 24 hours of payment and the order has not shipped.
After 24 Hours
20% Cancellation Fee
If the order has not shipped, 80% of the order amount will be refunded.
After Shipment
Cannot Be Canceled
The order will be handled under our Returns Policy after delivery.
Cancellation Timeline
When You May Cancel an Order
Within 24 Hours of Payment
If we receive your cancellation request within 24 hours after payment and the order has not shipped, the order may be canceled for a full refund with no cancellation fee.
More Than 24 Hours After Payment
If the order has not shipped, it may still be canceled. A cancellation fee equal to 20% of the order amount will apply, and the remaining 80% will be refunded.
After the Order Has Shipped
An order cannot be canceled after it has been handed to the carrier. After delivery, any eligible return must follow our Returns Policy.
Why a Cancellation Fee May Apply
After payment is confirmed, our team may begin preparing materials, reserving production time, confirming custom details, purchasing accessories, or processing the order. The 20% fee helps cover work and costs already incurred before the cancellation request was received.
Customized Products
Cancellation of Custom Mascot Orders
This cancellation policy also applies to orders involving color changes, logo additions, design modifications, special measurements, and completely custom-made mascot costumes.
A custom order canceled within 24 hours of payment and before shipment is eligible for a full refund.
If a custom order is canceled more than 24 hours after payment but before shipment, the 20% cancellation fee applies because design preparation, material purchasing, or production may already have begun.
How to Cancel
Submit a Cancellation Request
The cancellation request time is determined by the time our system receives your email or live-chat message. Sending a request does not automatically cancel the order; cancellation is complete after confirmation from ShopMascot.
Changes Instead of Cancellation
If you only need to change the size, shipping address, color, logo, design detail, or another order option, contact us as soon as possible. We will check whether the change can still be made. A change may affect the product price, processing time, or delivery estimate.
Refund Information
When You Will Receive Your Refund
After a cancellation has been reviewed and confirmed, ShopMascot will issue the applicable refund within 48 hours.
The refund will normally be sent through the original payment method. The time required for the funds to appear in your account depends on your payment provider, bank, card issuer, and country.
If ShopMascot cancels an order because the product is unavailable, the design cannot be produced, payment cannot be verified, or a clear pricing error occurred, the amount collected for the canceled order will be refunded without a customer cancellation fee.
Orders That Have Already Shipped
Once an order has been handed to the shipping carrier, it cannot be canceled or recalled under this policy. If you no longer want the product, wait until it is delivered and review the eligibility, deadlines, condition requirements, and shipping responsibilities in our Returns Policy.
Related ShopMascot Policies
Cancellation Support
Need to Cancel an Order?
Company: Changzhou Xingchuang Network Technology Co., Ltd.
Email: sales@shopmascot.com
Tel: +1 (213) 425-8298 or +86 138 1366 4778
Address: Room 2308, Building 7, Shimao Commercial Plaza, Xinbei District, Changzhou, Jiangsu 213000, China
Last updated: August 25, 2026