Cancel Order

1. Order Processing Timeline

• Orders placed Monday–Friday before 5:00 PM (EST) are processed on the same business day.

• Orders placed after the cutoff time, on weekends, or on holidays begin processing on the next business day.

• Once processing has started, cancellations or changes are no longer guaranteed.

Order Status Overview

2. Order Cancellation Policy

2.1 When Cancellations Are Accepted

Orders may be canceled within 12 hours of placement, provided that processing has not yet begun.

How to Request a Cancellation

Please email support@brightsable.com and include:

• Full name

• Order number

• Reason for cancellation

Typical response time: within 24 business hours.

2.2 When Cancellation Is Not Available

Cancellations cannot be approved if:

• The order is already being packed

• A shipping label has been created

• The order has shipped

• More than 12 hours have passed since the order was placed

If an order has shipped, customers must wait for delivery and then initiate a return in accordance with our Return & Refund Policy.

3. Changing or Modifying an Order

Order modifications are supported whenever possible and depend on the current processing stage.

3.1 Permitted Changes

Before processing begins, customers may request:

• Size changes

• Color changes

• Product replacements

• Shipping address corrections

• Updates to contact details

• Adding or removing items

3.2 Address Corrections

Address updates must be submitted as soon as possible.

If an order has already shipped, customers may attempt a carrier reroute at their own expense, subject to carrier policies.

3.3 Product Changes

Product substitutions are subject to availability:

• If the replacement item costs more, a payment link will be provided

• If the replacement item costs less, the price difference will be refunded to the original payment method

4. Fees Related to Changes or Cancellations

• No cancellation fees apply if the order has not entered processing

• No fees are charged for correcting customer information before processing

• Any carrier rerouting fees are imposed by the carrier, not Brightsable

5. Orders That Have Already Shipped

Once an order has shipped:

• Cancellations are no longer possible

• Changes cannot be made

Customers must wait for delivery and then submit a return request.
Please refer to our Return & Refund Policy, which includes:

• A 30-day return window

• No return or restocking fees

• Refunds processed within 5 days of item receipt

Carrier investigations may be required for lost or delayed packages.

6. Special Situations

6.1 Out-of-Stock Items

If an item becomes unavailable before processing, customers may choose:

• A full refund

• A replacement item of equal value

• Store credit

6.2 Duplicate Orders

If duplicate orders are placed accidentally, please notify us immediately.
Duplicate orders will be canceled and refunded if they have not yet shipped.

6.3 Checkout Errors

Errors such as incorrect size, variant, or quantity must be reported within 12 hours of order placement.

7. Contact Information

For cancellations or order changes, please contact:

Brightsable Customer Support
Email: support@brightsable.com
Hours: Monday – Saturday, 8:00 AM – 7:00 PM (EST)
Response Time: within 24 business hours

When contacting us, please include:

• Full name

• Order number

• Requested change

• Screenshots (optional)

8. Policy Updates

Brightsable reserves the right to modify or update this Cancel & Change Order Policy at any time. Any changes will be posted on this page with a revised “Last Updated” date. Continued use of the website indicates acceptance of the updated terms.