Cancel/Change Order

1. Requesting an Order Change

If you need to change information associated with an order, contact Zenurai support as soon as possible after placing the order. Requests should be submitted before the order enters fulfillment whenever possible.

Depending on the status of the order, we may be able to update certain information before the package is prepared for shipment. However, because orders can move through processing quickly, we cannot guarantee that every requested change can be completed.

2. What Information Can Be Changed?

Depending on the order status, Zenurai may be able to assist with certain customer or delivery information before fulfillment begins.

Possible change requests may include:

• Correcting a spelling or formatting error in the recipient's name.
• Correcting certain address details before shipment.
• Updating contact information associated with the order.
• Requesting a different product or variation when the order has not yet entered fulfillment.
• Requesting the removal of an item from an order before processing, where operationally possible.

3. Order Cancellation Window

Cancellation requests should be submitted as soon as possible after checkout and preferably before the order enters fulfillment.

Zenurai generally has a limited processing window because orders are prepared for shipment within approximately 1 business day.

Once an order has been packed, assigned to a carrier, or otherwise entered the shipping process, cancellation may no longer be possible.

4. How to Request a Cancellation

To give our team the best opportunity to stop an order before fulfillment, please contact us promptly after checkout.

1. 01
   Contact Support Email support@zenurai.com as soon as you decide that you want to cancel the order.
2. 02
   Provide Order Details Include your order number, name, email address, and a clear description of the cancellation request.
3. 03
   Order Status Review Our team will determine whether the order can still be stopped before fulfillment or shipment.
4. 04
   Confirmation If cancellation is successfully completed, Zenurai will confirm the cancellation and applicable refund process.

5. Changing a Shipping Address

Customers should carefully review their shipping address before completing checkout. If an address contains an error, contact Zenurai immediately so we can determine whether the order can still be updated.

Address changes are subject to the order's fulfillment status. Once a package has been transferred to a delivery carrier, Zenurai may not be able to modify the destination address.

Customers are responsible for providing a complete and accurate shipping address. An incorrect address can result in delays, failed delivery attempts, or the package being returned to the sender.

6. Changing Products or Quantities

Requests to add, remove, replace, or change products should be made immediately after placing the order.

Before fulfillment, Zenurai may be able to adjust an order depending on inventory availability and processing status. A requested replacement may require a different price or may not be possible if the requested item is unavailable.

Once an order has been packed or shipped, product changes generally cannot be applied to that shipment. In such cases, customers may need to follow the applicable return process after receiving the merchandise.

7. Order Cut-Off Time

Zenurai processes orders according to our regular business schedule. The standard order cut-off time is 5:00 PM EST, Monday through Friday.

Orders and change requests received after the applicable cut-off time may be handled on the next available business day.

8. Orders That Have Already Shipped

Once an order has been handed to USPS, UPS, FedEx, or another applicable delivery provider, Zenurai may no longer be able to cancel or modify the shipment.

If you no longer want an item after it has shipped, please wait until delivery and then review the applicable return and refund requirements.

If an address problem or delivery issue prevents successful delivery, contact our support team promptly so that we can review the shipment status and available options.

9. Refunds After Cancellation

When a cancellation is successfully approved before fulfillment, applicable refunds are processed according to Zenurai's refund procedures.

Our standard refund processing period is within 12 days. Zenurai does not charge a return fee or restocking fee for eligible returns under the applicable return policy.

After Zenurai initiates a refund, the time required for the funds to appear in the customer's account may also depend on the payment provider or financial institution used for the original transaction.

10. Cancellation Because of Product Availability

In some circumstances, an item may become unavailable before an order can be fulfilled. If Zenurai is unable to fulfill an ordered product, we may contact the customer regarding the available resolution.

Where an order or portion of an order is cancelled because the merchandise cannot be supplied, any applicable refund will be handled according to our refund procedures.

11. Duplicate or Accidental Orders

If you accidentally place an order more than once, contact Zenurai as quickly as possible and provide the order numbers involved.

If one of the duplicate orders has not yet entered fulfillment, we will review whether it can be cancelled. If both orders have already been processed or shipped, the standard return process may apply after delivery.

12. Failed Change Requests

A requested cancellation or modification may not be possible if the order has progressed beyond the stage at which changes can safely be made.

Examples include an order that has already been packed, labelled, transferred to a carrier, or otherwise entered the shipping network.

If a change cannot be completed, our support team can explain the applicable options based on the order's current status.

13. Return Option After Shipment

When an order can no longer be cancelled because it has already shipped or been delivered, the customer may be able to use Zenurai's return process instead.

Eligible merchandise may generally be returned within 60 days from delivery, subject to the conditions described in our Return & Refund Policy.

14. Customer Responsibility

Customers are responsible for reviewing order information before completing checkout and for contacting Zenurai promptly if an error is discovered.

Customers should also retain their order confirmation and tracking information until the transaction has been completed successfully.

• Verify the product, quantity, and selected options before payment.
• Confirm the shipping address and contact information.
• Review the order confirmation after checkout.
• Contact support promptly if a correction or cancellation is needed.
• Keep tracking information available after shipment.

15. Order Processing & Delivery Overview

The following timeline provides a general overview of how an order may progress after checkout.

Transit estimates are not guaranteed delivery dates. Carrier operations, weather, holidays, address issues, and other circumstances may affect actual delivery timing.

16. When to Contact Zenurai

Contact our support team immediately if you need to cancel an order, correct an address, change an item, or report another order-related concern.

Early contact gives our team the best opportunity to review the order before fulfillment or shipment.

17. Contact Information

For cancellation requests, order changes, address corrections, or questions about an order, please contact Zenurai using the information below.

18. Quick Order Reference

19. Final Notes

Zenurai aims to process orders efficiently while giving customers a reasonable opportunity to correct mistakes before fulfillment. Because order handling can begin quickly, cancellation and change requests should always be submitted as early as possible.

If a request cannot be completed before shipment, our team will review the order status and explain the available options. For eligible merchandise that has already been delivered, the applicable return and refund process remains available according to the conditions of our Return & Refund Policy.

For the fastest assistance, please include your order number whenever you contact Zenurai about an existing purchase.