Cancellation and Modification Policy
1. Important Note on Custom Orders
At Macdilo, our production system is automated. Once an order is placed, it is queued for printing and assembly very quickly to ensure timely delivery. Therefore, we have a strict timeframe for any changes or cancellations.
2. The 6-Hour Window
You have 6 hours from the time of purchase to cancel your order or request changes.
- Within 6 hours: We can cancel your order for a full refund or modify your details (address, size, design) freely.
- After 6 hours: Your order is locked in production. At this stage, we cannot cancel, refund, or modify the order because the custom printing process has already begun.
3. How to Request a Change
To submit a request within the allowed timeframe, please contact us immediately:
- Email: support@macdilo.com
- Subject Line: “CANCEL Order [Your Order Number]” or “MODIFY Order [Your Order Number]”
- Required Info: Please include your order number and the specific changes you need (e.g., the new address or the correct size).
4. What Can Be Modified?
If you contact us within the 6-hour window, we can assist with:
- Updating the shipping address.
- Changing the size, color, or style of the product.
- Correcting spelling errors in personalized text.
5. Refund Process
If your cancellation is approved (request made within 6 hours), a full refund will be automatically issued to your original payment method.
- Please allow 3-5 business days for the bank to process and post the refund to your account.
6. Contact Us
Business Address: 213 Pinon Ave, Pinole, CA 94564, United States
Email Support: support@macdilo.com
Customer Support Hours: Monday – Saturday, 9:00 AM – 5:00 PM (Pacific Time)
Our online store is open 24/7 for your shopping convenience.