Cancellation Policy
Order Cancellation Terms
For standard in-stock orders that have not yet shipped, you can submit a cancellation request before the package is dispatched. Once your order has entered the packaging process or been shipped, it cannot be cancelled directly and is subject to relevant return policies.
Special orders, customized items, and orders marked "Supplier Shipped" cannot be cancelled once production, sourcing, or preparation has begun, as these items are specifically produced or sourced for your order.
If your order cancellation request is approved before shipment, we will only refund the price of the goods, excluding any incurred handling fees, payment processing fees, or advance logistics booking fees. For orders that have entered the production stage but are subsequently cancelled, MAXLOAD reserves the right to charge a 10% cancellation fee to cover sourcing, labor, and administrative costs. For non-stock items or orders shipped directly by the supplier, the cancellation fee may be higher, up to 20%, depending on supplier terms and actual costs incurred.
Cancellation of Orders Already Shipped and In Transit
If you wish to cancel an order that has already been shipped and is in transit, we will assist you in contacting our logistics partners (including DHL, FedEx, UPS, etc.) to attempt to intercept or recall the package upon your request. However, we cannot guarantee a 100% success rate for recalls (e.g., if the goods are already on an international flight, have cleared customs, or have arrived at their destination).
All costs incurred due to the cancellation of orders in transit and returns, including but not limited to round-trip shipping costs, customs duties, customs fees, storage fees, and return processing fees, are borne by the customer. These costs will be deducted from your refund amount after we receive and inspect the returned goods.
Refused and Undeliverable Goods
If you refuse to accept the order upon receipt, or if the goods are returned due to an incorrect or undeliverable delivery address provided by the customer, the order will be considered cancelled.
Original shipping costs, return shipping costs, import duties, customs penalties, and any other costs incurred during the return process are non-refundable. All such costs are borne by the customer and will be deducted from the eligible refund. For international freight, customers are responsible for all cross-border logistics and customs-related costs.
Goods successfully delivered or signed for:
Orders showing as signed for will no longer be eligible for the standard cancellation process.
If you have any objections to a signed order, including product quality issues, payment transaction anomalies, or other special circumstances, please contact our customer service team directly. We will handle each case individually based on its specific situation.
We will review each order individually and provide tailored solutions based on after-sales policies and payment security regulations.
PS: Situations eligible for standard cancellation: goods not yet shipped, goods in transit, refused delivery, and undeliverable goods.
Refund Process for Cancelled Orders:
Once your cancellation request is approved and all applicable fees are deducted, we will issue a refund via your original payment method. Refund processing takes 3-10 business days, and your bank or credit card institution will require another 5-10 business days for the refund to be credited to your account.
We will notify you by email once your cancellation request is confirmed and the refund has been issued.
How to Cancel an Order
To submit an order cancellation request, please contact our customer service team at shop@maxloadstance.com, providing your order number and reason for cancellation. We will review your request as soon as possible and inform you of the review result and subsequent steps.
Cancellation requests without prior notice, or cancellation requests submitted after order delivery, will not be accepted and will be processed in accordance with our return policy.