Order Change & Cancellation Policy

At Joellcogen, we understand that customers may occasionally need to modify or cancel an order shortly after it is placed. Because many of our products involve customization and fast-moving production workflows, this policy is designed to balance customer flexibility with operational efficiency.

This policy explains when changes are allowed, how to request them, and what to expect once production begins, ensuring clarity and avoiding unexpected issues.

1. The 4-Hour Flexibility Window (Important)

Customers have a strict 4-hour window from the time an order is placed to request any changes or cancellations.

During this brief holding period, your order has not yet entered full production, allowing limited adjustments.

Once the 4-hour window expires, the order is automatically released into production and becomes locked and final.

2. What You Can Change Within 4 Hours

Within the 4-hour window, you may request:

  • Size changes (e.g., M → L)

  • Color or style changes

  • Corrections to custom text or personalization

  • Replacement of uploaded images or design files

  • Changes to product type or quantity

  • Cancellation of the entire order

  • Shipping address updates

All requests must be clear, accurate, and submitted promptly.

3. Why the 4-Hour Window Is Strict

After the flexibility period, orders enter production preparation, which may include:

  • Reviewing design files for accuracy and compatibility

  • Preparing printing, embroidery, or engraving instructions

  • Allocating specific materials, sizes, and inventory

  • Scheduling the order in the production queue

Once these steps begin, changes or cancellations may cause delays or material loss. For this reason, the 4-hour policy applies equally to all customers and cannot be extended.

4. How to Request a Change or Cancellation (Within 4 Hours)

For urgent requests, email is the fastest and most reliable method.

Send your request to:
📧 support@joelcogen.com

Required email subject line:
URGENT: Order [Your Order Number] – Change/Cancellation

Please include:

  • Your full name

  • Email address used at checkout

  • Order number

  • A clear and specific description of the requested change

Examples:

  • “Please change the shirt size from L to XL.”

  • “Please cancel my entire order.”

  • “Please update my shipping address to: [new address].”

  • “I uploaded the wrong image—please replace it with the attached file.”

You may also use the Contact Us page; however, email remains the fastest option.

5. No Changes Allowed After 4 Hours

Once the 4-hour window has passed, the order becomes final. We are unable to accept requests for:

  • Size, color, or design changes

  • Custom text corrections

  • File or image replacements

  • Order cancellations

  • Shipping address updates

This policy ensures consistent processing times and fairness for all customers.

6. Customer Responsibility for Address Accuracy

Customers are fully responsible for providing accurate and complete shipping information at checkout, including:

  • Street number and street name

  • Apartment, suite, or unit number (if applicable)

  • City, state, and ZIP code

  • Correct spelling of all fields

Shipping addresses must be recognized by major carriers such as USPS, UPS, FedEx, or DHL.

7. Consequences of Incorrect Address Information

If delivery fails due to an incorrect or incomplete address, the customer will be responsible for any re-shipment costs.

Common delivery issues include:

  • “Insufficient address”

  • “Address unknown”

  • “No unit number provided”

  • “Recipient moved”

If tracking confirms delivery to the address entered at checkout, Joellcogen is not responsible for replacements or refunds, and the order will be considered fulfilled.

8. Customer Support

Our support team is available to assist with order-related questions or concerns.

Contact Information:
📧 Email: support@joelcogen.com
🕘 Support Hours: Monday – Saturday, 8:00 AM – 7:00 PM
📍 Address: 11005 Morrison St #105, North Hollywood, CA 91601, United States

9. Final Notes

This policy is intended to promote transparency, efficiency, and fairness. We strongly encourage reviewing all order details carefully before checkout and acting quickly if any changes are needed.

Thank you for choosing Joellcogen. We sincerely appreciate your trust and are committed to providing a smooth and reliable shopping experience from order placement to delivery.