Order Cancellation Policy

Thank you for choosing Stoneelivo (hereinafter referred to as “we”). To ensure a clear and orderly transaction process and protect the rights of both parties, we provide the following information regarding order cancellations and modifications. Please read this policy carefully before submitting your order.

By completing an order and making payment, you acknowledge that you understand and accept the terms below.

1. Time Frame for Order Cancellation

Orders can be canceled before entering the shipping process.

Typically, an order begins processing after successful payment and generation of a confirmation notice. The processing workflow may include system verification, inventory allocation, picking and packing, and logistics arrangement. Because this process may occur quickly, once an order is marked as “shipped” or handed over to the logistics carrier, cancellation requests are generally no longer supported.

To increase the likelihood of successful cancellation, we recommend contacting us immediately upon realizing that an order needs to be canceled.

2. Order Modification and Cancellation Request Process

To cancel or modify an order, please submit a request through the contact information provided on our official website. When submitting your request, please provide the following details for verification:

• Valid order number

• Recipient name used when placing the order

• Registered contact information

• Explanation of the requested change or cancellation

Once we receive the complete information, we will verify your request and respond within a reasonable timeframe. If the order has not yet entered the shipping stage, we will assist in processing your request as far as possible.

3. Orders That Have Already Shipped

If the order has already been shipped or is in transit, cancellation requests generally cannot be processed.

In this case, you may request a return in accordance with our Returns and Exchanges Policy after receiving the item. Any return shipping fees or related costs will be handled according to the specific terms of the Return Policy.

Please note that logistics and delivery times are not entirely under our control. Once an order has been shipped, its status cannot be reversed.

4. Refund Arrangements

If the cancellation request is approved:

• Any paid amount will be refunded via the original payment method.

• Refund processing time may vary depending on the payment provider, bank, or third-party platform.

• The actual receipt time depends on the processing speed of the relevant financial institution.

If the cancellation request is not approved (for example, the order has already been shipped), we will explain the reason and provide guidance on available next steps.

5. Special Circumstances

The standard cancellation rules may not apply to the following orders:

• Limited-time promotional items

• Custom-made or special specification items

• Orders explicitly marked as non-cancellable

Additionally, during major sales events or public holidays, order processing may be expedited, which may reduce the likelihood of a successful cancellation.

This policy does not affect your legal consumer rights.

6. Customer Support

If you have any questions regarding order status, cancellation procedures, or refund arrangements, please contact us using the information provided on our official website. We will provide clear guidance and necessary assistance.

7. Contact Us

Address: 4550 KAREN AVE APT 256, LAS VEGAS, NV 89121-7633, US
Customer Service Phone: +1 (725) 710-7932
Customer Service Email: solutions@stoneelivo.com
Online Service Hours: Monday – Friday, 9:00–12:30 & 14:00–18:00 (Central European Time, CET)