Order Cancellation Policy

For Our Valued Customers

Introduction

Our goal is to offer our customers a seamless and satisfactory shopping experience. Understanding that circumstances may change, and customers might need to cancel an order, we have established an order cancellation policy to accommodate such needs. This document outlines the terms and conditions for order(s) placed on kraususa.com website under which an order(s) can be canceled, as well as the process for doing so.

Eligibility for Cancellation

Time Frame

Customers may cancel their orders through Customer Portal within a limited timeframe window after placing the order on our website - see Order Status below. After this period, the order may have already been processed or shipped.

Order Status

Cancellation is available only for orders that have not yet entered the shipping process. Once an order has been packed and ready to be dispatched from our warehouse, it cannot be canceled and must follow the return process outlined in our Return Policy.

How to Cancel an Order

Order Cancellation

To cancel an order online, customers must be registered on our website, customers should log into their account on our website, navigate to the "Order History" section, and select the order they wish to cancel. If the order is eligible for cancellation, a "Cancel Order" button will be available.

By clicking on “Cancel Order” button, the customer will receive a prompt stating: "Cancellation of the order does not guarantee that the order can be canceled as it might have been shipped at the time when you submitted the cancellation request. In such a situation, if you no longer require the item(s), please wait for the shipment to arrive, and then follow instructions on the packing slip or website order page to initiate a return request."

The customer will also receive an email acknowledging their cancellation request. If the order is not successfully cancelled, the customer will receive follow-up communication with instructions to initiate a return request.

Customer Service

Customers can also contact our Customer Service team for assistance with canceling an order. Our representatives are available from 9:00 AM - 8:00 PM EST and can be reached via phone, email, or live chat.

Refund Process

Refund Timeline

Once an order cancellation is confirmed, the refund process will begin. Refunds typically take 5-7 business days to appear in the customer's account, unless the order was successfully cancelled before the payment transaction was processed. In this case the payment transaction for successfully cancelled orders will be voided.

Payment Methods

Refunds will be issued to the original payment method used at the time of purchase. For credit card payments, the refund will be processed back to the same credit card.

Partial Cancellation

Multiple Items Orders

We are not offering partial cancellations at this time. If an order contains multiple items, and the customer would like to cancel specific items they will need to cancel the entire order and place a new order for the desired item(s).

Promotions and Discounts

Promotional Orders

If an order was placed using a promotional code or discount, the refund amount will be adjusted to reflect the value of the promotion or discount.

Order Tracking and Shipping Status

Tracking Status

Customers can track the status of their orders through their account on our website. Up-to-date information on order processing, shipping, and delivery will be provided.

Shipped Orders

Once an order has been shipped, a tracking number will be provided. Customers can use this number to monitor the progress of their shipment.

Contact Information

If you have any questions or concerns regarding our Order Cancellation Policy, please do not hesitate to contact us:

Our goal is to provide you with a positive shopping experience, and we are committed to making the process as straightforward and fair as possible. Thank you for choosing Kraus, and we look forward to serving you again soon.