Cancellation Policy

Last Updated: 6/8/2026

1. Overview

Faunalogy Inc. ("Faunalogy") is committed to providing clear and fair cancellation terms. This Cancellation Policy explains how cancellation requests are handled for orders placed directly with Faunalogy through our official website at faunalogy.com.

2. When You Can Cancel an Order

Before the order has shipped:

Customers may request cancellation of an order at any time before the package has been handed to the carrier for shipment. The order must be cancelled through the process described in Section 3 (How to Request a Cancellation) below, and the cancellation is only considered complete once confirmed by a Faunalogy representative.

Minimum Cancellation Window: 

All orders are eligible for cancellation for a minimum of two (2) hours after the order is placed, provided the cancellation request is received by phone during our business hours. Orders placed outside of business hours will have a minimum two (2) hour cancellation window starting when our business hours next begin. This minimum window is in addition to any cancellation eligibility that may apply after the window if the order has not yet shipped.

After the order has shipped:

Once an order has been handed to the carrier, it is considered fulfilled and is no longer eligible for a standard pre-shipment cancellation. In these cases, please refer to Section 6 (Handling of Shipped Orders) below for next steps. Depending on the scenario, the order may be eligible for resolution under this Cancellation Policy or under our Returns & Refunds Policy.

After the order has been delivered:

Once an order has been delivered and accepted by the customer, it is no longer eligible for cancellation. Customers wishing to return a delivered order should refer to our Returns & Refunds Policy instead.

3. How to Request a Cancellation

Cancellations are best requested by phone during business hours.

While we do accept cancellation requests by email and text, these methods are not reliable for time-sensitive cancellations because they may not be reviewed quickly enough to intercept a pending shipment. Once an order is placed, our fulfillment process begins promptly to get your order on its way to you. Phone is the only method that allows us to immediately access your order in our system and place a hold before it ships — making it the surest way to get your cancellation processed quickly and correctly.

To request a cancellation:

• Call us during our published business hours at (631) 315-9680.
• A live support representative will check the order status in our system and place a hold on the order if it has not yet shipped.
• Please ask for a Cancellation Confirmation Number. This number confirms your cancellation has been properly logged. We recommend keeping it for your records.

If all lines are busy:

• Please leave a clear voicemail with your name, phone number, order number, and reason for calling. Always leave a message so we can call you back as soon as possible.
• We will attempt to call you back within one (1) business hour. If you do not hear from us within that time, please call us again.
• A cancellation request is not considered successfully received by Faunalogy unless you reach a live representative or receive a confirmation email from us acknowledging your message.
• Receipt of your cancellation request does not mean it has been processed successfully. Please wait for our cancellation status updates for further information.

If you sent a cancellation request by email or text (instead of calling):

• We understand that some customers may send cancellation requests by email or text. Please be aware:
• Email replies may take up to one (1) business day.
• Text replies may take several minutes to several hours depending on team workload.
• Because of these response times, your message may not be reviewed before the package has been handed to the carrier — even if you sent it before the package was picked up.
• Cancellation timing is based on when a Faunalogy representative confirms your cancellation, not when you sent the message.
• If you have already sent a cancellation request by email or text, we strongly recommend following up with a phone call to confirm it was received in time.

4. How Cancellation Requests Are Processed

• Cancellation requests received by phone during business hours are processed immediately by our live support team. You will receive a Cancellation Confirmation Number during the call, followed by a confirmation email.
• For voicemails left outside of business hours, please leave a clear message with your name, phone number, reason for calling, and your order number. We will return your call if we need clarification. Otherwise, if we have enough information to process the cancellation, we will do so and send you an email confirmation of either the successful cancellation or the cancellation status if cancellation is experiencing issues or is no longer possible. If you would prefer a return call regardless, please request that in your message.

5. Cancellation Status Communication

Faunalogy is committed to keeping customers informed throughout the cancellation process. You can expect the following communications by email:

• Confirmation of cancellation request received — sent shortly after your call to confirm the request has been logged.
• Status update — informing you whether the cancellation was successful, or if the order had already shipped and next steps are needed.
• Refund confirmation — sent once the refund has been processed.

Update timing: Cancellation situations can vary in complexity — for example, when a package has been handed to the carrier, we may not have new information until the carrier provides it to us. To keep you informed without setting unrealistic expectations, we will update you as soon as we have new information but no later than ten (10) business days after the last update. If that date passes without further communication from us, please feel free to contact us by phone, email, or text during business hours to follow up.

6. Handling of Shipped Orders

When an order has already been shipped, one of the following three scenarios applies:

Scenario A — Recall successful, package never delivered:

Faunalogy will attempt to recall the package from the carrier. If the recall is successful, the package will be returned directly to our facility without ever being delivered to the customer. Once received in good condition, a refund will be processed.

Scenario B — Recall unsuccessful, customer refuses delivery, package returned to us:

If we cannot successfully recall the package, the customer should refuse the package upon delivery. The carrier will then automatically return the package to our facility. Once received in good condition, a refund will be processed.

Scenario C — Recall unsuccessful, customer does not refuse delivery, package delivered:

If the recall is unsuccessful and the customer accepts (or fails to refuse) the delivery, the order is considered fulfilled. At that point, the order will be handled under our standard Returns & Refunds Policy, and the customer will need to follow the standard return process to receive a refund.

Please note that recall success is dependent on the carrier's ability to intercept the shipment and is not guaranteed.

7. Refund of Cancelled Orders

• If the order is successfully cancelled before shipment, Faunalogy will process the refund the same business day. You will receive a confirmation email once it has been completed. Please note that it may take several business days for your bank or credit card company to post the refund to your account.
• If the order is recalled or returned after shipment (Scenarios A or B in Section 6), the refund will be processed within five (5) business days of receiving it back at our facility in good condition.
• If the order is delivered and accepted by the customer (Scenario C in Section 6), refunds will be processed under the Returns & Refunds Policy upon the customer's compliance with that policy.

8. Cancellations During Active Payment Disputes or Chargebacks

If a customer initiates a payment dispute or chargeback with their credit card issuer or financial institution at any stage of the cancellation process, Faunalogy is unable to issue a direct refund until the dispute is fully resolved. This is because the disputed funds are held by the customer's card issuer during the investigation and are not accessible to Faunalogy.

This is a factual operational limitation, not a discouragement of any customer's right to file a dispute. Customers retain all rights afforded by their card issuer and applicable consumer protection laws. We provide this information solely so customers understand why a direct refund cannot be issued by Faunalogy during the dispute process.

9. Cancellation of Orders Flagged for Risk Verification

Some orders may be flagged by our payment processor for additional risk verification before fulfillment. Verification may be requested for orders that involve circumstances such as:

• Multiple declined payment attempts
• Unusually large quantity orders for a single customer
• Other risk indicators flagged by our payment processor

In these cases, Faunalogy may contact the customer to verify order details. If the customer does not respond within five (5) business days of our first verification request, Faunalogy reserves the right to cancel the order and issue a full refund to the original payment method.

10. Order Modifications (Including Address Changes)

Modifications to an order (changes to shipping address, product variants, quantity, etc.) are treated similarly to cancellations.

• Please call us by phone during business hours if a modification is needed. As with cancellations, email and text are not reliable methods for time-sensitive modification requests because they may not be reviewed in time.
• If an incorrect shipping address is provided and the order is shipped to that address before a Faunalogy representative has confirmed the modification request, the customer is responsible for the cost of the order. This applies regardless of when the customer attempted to send the modification request, since email and text messages may not be reviewed until after the package has been handed to the carrier.
• In such cases, Faunalogy will attempt to recall the package or work with the carrier where possible, but if the package cannot be recovered (whether by carrier recall or by the person at the incorrect address returning it), no refund will be issued.

11. Faunalogy's Right to Cancel an Order

Faunalogy reserves the right to cancel any order at our sole discretion, including but not limited to orders that:

• Appear to be fraudulent
• Cannot pass our payment verification process
• Contain incorrect or unverifiable shipping information
• Involve products that are out of stock or otherwise unavailable
• Come from customers who have engaged in fraudulent activity, abusive behavior, or repeated chargeback abuse

When Faunalogy cancels an order, a full refund will be issued to the original payment method, and the customer will be notified by email.

12. Changes to This Policy

Faunalogy reserves the right to update or modify this Cancellation Policy at any time. Updates will be reflected on this page with a revised "Last Updated" date. The policy in effect at the time of purchase will govern that order.

13. Customer Escalation and Review

If you believe your cancellation request was handled incorrectly or your circumstances were not appropriately considered, you may request a review by contacting us:

• Email: helpmeow@faunalogy.com
• Subject Line: "Cancellation Review Request — Order #[Your Order Number]"

Please include:

• Your order number
• Your Cancellation Confirmation Number (if one was issued)
• A clear description of your concern

A senior representative will review your request and respond within five (5) business days. While we cannot guarantee a change in outcome, every escalation is reviewed in good faith.

14. Contact Us

If you would like to request a cancellation or have any questions about this policy, please contact us:

• Phone: (631) 315-9680
• Email: helpmeow@faunalogy.com
• Business Hours: Please refer to the most current hours on our Contact Us page.