Last updated: September 02, 2025 · Applies to: United States, United Kingdom, France, Germany, Australia, Spain, Canada, Italy, Belgium, Portugal · Currency: USD
At Vipeape, timing is crucial for solid-wood furniture built and shipped by parcel or Freight/LTL. This policy explains who can cancel, when it’s possible, how to submit a request, and how refunds work. It aligns with Vipeape’s Shipping Policy, Returns & Refunds, and Warranty pages (all amounts shown and refunded in USD).
1. Cancellation window
You can request cancellation within 24 hours of checkout and before an item enters production or is handed to a carrier.
For made-to-order/customized furniture, production can begin quickly (e.g., board selection, milling, drilling, pre-fit, finishing). Once these steps start, cancellation is not available because materials and labor are committed.
Orders that have entered production, been picked up by parcel or Freight/LTL, or (for international shipments) cleared export customs cannot be canceled.
If the 24-hour period has passed or production is underway, you may still use the Returns & Refunds policy after delivery if the item qualifies.
Order changes (address, product, size, finish) are treated like a cancel & re-order. Most changes are possible only within the same 24-hour window and before production. Later changes may be unavailable or may require additional costs already incurred (e.g., re-boxing, re-routing freight, re-finishing).
2. How to cancel
Email: [email protected] within 24 hours of checkout. Include Order ID, the email or phone used at checkout, and (optional) a brief reason to help Vipeape improve.
Subject line:
Cancel Order #[your order number](helps prioritize your request).Confirmation: Vipeape will reply by email confirming whether the order is still eligible. For account protection, Vipeape may ask for a quick identity or address check.
Prefer not to email? You may also submit a request via the contact form at the bottom of this page; however, email is the fastest method to secure the 24-hour window.
3. Refunds for approved cancellations
Amount: If cancellation is approved, Vipeape issues a full refund in USD to the original payment method.
Currency: Refunds are processed in USD. If your bank/PayPal uses another currency, your provider applies its rate and any fees. Any difference reflects exchange rates/issuer fees, not charges from Vipeape.
Timing: Vipeape initiates refunds within 7 business days of confirming cancellation. Banks/payment providers typically post funds in 3–7 business days; PayPal eCheck/bank transfer may require 5–10 business days to clear. An email confirmation is sent when the refund is initiated.
Auth holds: Any temporary authorization hold will be removed or converted to a refund by your bank after processing.
Coupons / store credit: Coupon or store-credit portions are re-applied where possible; expired coupons cannot be reissued unless required by law.
4. After the 24-hour period
After 24 hours, or once production, carrier pickup, or export customs has occurred, cancellation is not available. You can still use the Returns & Refunds policy after delivery if eligible. Made-to-order/customized items are usually non-returnable except for verified defects or shipping damage.
If a post-window exception is approved (e.g., an in-stock item still in the warehouse), Vipeape may deduct actual costs already incurred (pick/pack, palletizing, labels, storage or re-stock handling) to keep pricing fair for all customers.
If Vipeape must cancel (quality-control issue, missing components, or a fraud-prevention flag that cannot be cleared), a full refund in USD is issued and replacement/re-make options will be offered where possible.
5. Freight/LTL & delivery scheduling notes
Many large furniture pieces travel by Freight/LTL. The carrier may schedule a delivery window and require a signature.
If a cancellation request arrives after a freight pickup is booked or completed, cancellation is not available under this policy.
Missed appointments, last-minute address changes, stairs/elevator access, or special services (room-of-choice, white-glove) may involve carrier fees that cannot be waived once scheduled.
On delivery, inspect boxes before signing. If damage is visible, note it on the paperwork, take photos, and contact Vipeape within 48 hours so a claim and parts/replacements can be arranged. Keep all packaging until next steps are confirmed.
6. Your rights & local law
Nothing in this policy limits mandatory consumer rights. Where local law grants additional rights (e.g., EU/UK withdrawal rights for eligible non-custom goods), those rights apply as required. If any section conflicts with a mandatory rule in your country, that rule controls and Vipeape will comply.
7. Need help deciding?
Not sure about timing? Contact Vipeape immediately—the earlier the message, the more options remain. If your order involves Freight/LTL or white-glove services, mention that so scheduling can be checked quickly. Support typically replies within 24 business hours in all covered countries.
8. Contact
Address: 13613 Defiance Pass, Austin, TX 78717
Phone: +1 (512) 689-1231
Email: [email protected]
Support Time: Mon–Sun: 8:00 AM-5:00 PM CST
