Order Cancellation Policy
At selapavia.com, we understand that plans can change and that you may need to cancel an order after placing it. We aim to make the cancellation process as clear and straightforward as possible. Whether an order can be canceled depends on its current processing and shipping status.
Please review this policy to learn about cancellation eligibility, how to submit a request, and how refunds are processed.
1. Cancellation Eligibility
1.1 Orders That Have Not Shipped
You may request to cancel an order that has not yet shipped. Once your cancellation request has been reviewed and approved, we will cancel the order and initiate a full refund in accordance with our applicable refund procedures.
Because orders may move quickly through processing and fulfillment, we encourage you to contact us as soon as possible if you wish to cancel an order.
Please note that submitting a cancellation request does not automatically cancel your order. Your request must be reviewed and confirmed by our customer service team.
1.2 Orders That Have Already Shipped
Once an order has shipped, it generally cannot be canceled directly. At this stage, the package may already be in the carrier's delivery network, making it difficult or impossible to intercept, redirect, or retrieve in time.
If your order has already shipped, we recommend waiting until the item is delivered and then reviewing our Return & Refund Policy to determine whether your purchase is eligible for a return and refund. All return requests are subject to the applicable eligibility requirements, request deadlines, product condition requirements, and return procedures outlined in that policy.
If you have any questions about a shipped order, please contact our customer service team for assistance in understanding the available options.
This policy does not limit any return, refund, order cancellation, or other rights you may have under applicable law.
2. How to Request a Cancellation
If you wish to cancel an order, please contact our customer service team as soon as possible, preferably before the order ships.
You may submit your request through either of the following channels:
Email (Preferred): care@selapavia.com
Phone: +1 (925) 271-6843
We recommend submitting cancellation requests by email whenever possible. Email allows us to verify your order information, maintain a record of your request, and communicate the outcome to you in writing.
To help us locate and verify your order, please provide the following information whenever possible:
Order Number: The order number included in your order confirmation.
Name Used for the Order: The name you provided when placing the order.
Order Confirmation or Payment Receipt: If necessary, please provide the relevant order confirmation or payment receipt to help us verify the transaction.
Cancellation Request and Reason: Clearly state that you wish to cancel your order and briefly explain the reason, if applicable.
Please provide only the information necessary to process your request. Do not send your full credit card number, account password, or other unnecessary sensitive payment information through regular email.
If we need additional information to verify your order or review your request, we will contact you and explain what is required.
3. Review and Confirmation
After receiving your cancellation request, our customer service team will verify the relevant order information, including the current order status, shipping progress, and any details necessary to verify your request.
Our review process generally includes the following steps:
Request Received: We receive your cancellation request by email or phone.
Order Verification: We verify your order information and confirm whether the order has shipped.
Cancellation Eligibility Review: If the order has not shipped and meets the applicable cancellation requirements, we will process your request as promptly as reasonably possible.
Notification of the Outcome: We will inform you of the review results by email or another appropriate contact method.
If your cancellation request is approved, we will confirm that the order has been canceled and initiate the applicable refund process.
If the order has already shipped, we will explain why direct cancellation may no longer be possible and refer you to our Return & Refund Policy for information about potentially available return and refund options.
If we are temporarily unable to confirm your order status, we will inform you that verification is still in progress. We cannot guarantee that your order will be canceled until your request has been reviewed and approved.
Requests submitted outside our customer service hours will be reviewed and processed during subsequent business hours as promptly as reasonably possible.
4. Refund Processing
4.1 Refunds for Approved Cancellations
For orders that have not shipped and whose cancellation requests have been approved, we will initiate a full refund in accordance with our applicable refund procedures.
Refunds will generally be issued to the original payment method used for the purchase and returned to the corresponding payment account. The specific processing requirements may vary depending on the payment method and the relevant payment service provider.
Under this policy, we do not charge cancellation fees or deduct cancellation-related amounts from refunds for approved cancellations of unshipped orders.
4.2 Refund Processing Time
Please note that the time required to initiate a refund is different from the time it takes for the refunded amount to appear in your account.
After we initiate a refund, the time it takes for the funds to become available may vary depending on your bank, credit card issuer, payment service provider, and other relevant financial institutions. We cannot guarantee that a refund will appear in your account by a specific date.
If we have confirmed that your refund has been initiated but it has not appeared in your account within a reasonable period, we recommend contacting your bank, credit card issuer, or payment service provider first to check its status.
If you still have questions or need further assistance, please contact us at care@selapavia.com or +1 (925) 271-6843.
Refunds for returned items from orders that have already shipped will be handled in accordance with the terms and procedures outlined in our Return & Refund Policy.
5. Customer Service Hours
Our customer service team is available during the following hours:
Monday–Friday, 9:00 AM–6:00 PM Pacific Time (America/Los_Angeles).
You may call us during these hours for assistance with order cancellations or questions about your order.
Email is our preferred channel for submitting cancellation requests and related order information. You may send us an email at any time, but requests received outside our business hours will be reviewed during subsequent business hours.
We appreciate your patience and understanding while we verify your order status and determine the appropriate next steps.
6. Contact Us
If you have any questions about this Order Cancellation Policy or need assistance with canceling an order, please contact us using the information below.
Email: care@selapavia.com
Phone: +1 (925) 271-6843
Address: 5476 Roundtree Pl #E, Concord, CA 94521, United States
Customer Service Hours: Monday–Friday, 9:00 AM–6:00 PM Pacific Time (America/Los_Angeles)