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Requests are reviewed based on when we receive them and the order’s actual production status.
Order Support
Order Cancellation Policy
We begin preparing made-to-order mascot products soon after an order is confirmed. If you need to cancel, contact us as quickly as possible. Your eligibility depends on whether design work, material preparation, or production has started.
The most important step Send your cancellation request within 24 hours of placing the order. We will check its production status before confirming whether it can be cancelled.
Made-to-Order Rules
Customized and made-to-order items cannot be cancelled once design or production work has begun.
Written Confirmation
An order is cancelled only after TingMascot confirms the cancellation in writing.
Eligibility
Can My Order Be Cancelled?
Because each mascot may require custom sizing, colors, logos, materials, or production scheduling, the order status—not simply the time elapsed—determines whether cancellation is still possible.
Before Work Begins
If we have not started design review, sourced or cut materials, or begun production, the order may be cancelled for a full refund.
Preparation Has Started
If work has started but the order is not yet in full production, contact us immediately. We will review what can still be stopped and advise you before taking action.
In Production or Shipped
Orders cannot be cancelled after production is underway, customization has been applied, or the parcel has been handed to the carrier.
Please note: submitting a request does not automatically cancel the order. Please wait for our written confirmation before assuming production or shipment has stopped.
How to Request
Request a Cancellation in Three Steps
The sooner we can identify your order, the sooner we can check whether work has begun.
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Send Your Request
Use our contact form or email sale@tingmascot.net with “Cancellation Request” in the subject line.
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Include Your Order Details
Provide the order number, purchaser’s name, email address used at checkout, and a brief reason for cancellation.
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Wait for Confirmation
We will check the order status and reply with the cancellation decision and any applicable refund information.
Refunds
What Happens After Approval?
Once cancellation is approved, we will send written confirmation and issue any eligible refund to the original payment method. Processing time can vary by bank or payment provider.
Original Payment Method
Approved refunds are returned to the same card, PayPal account, Apple Pay or Google Pay funding method, or other payment method used to place the order.
Processing Time
Please allow 5–10 business days after the refund is issued for the funds to appear, depending on your provider.
Currency Differences
Exchange-rate changes or fees charged independently by your bank or payment provider are outside TingMascot’s control.
Alternatives
Need a Change Instead?
If the issue is a size, color, logo, delivery address, or event-date concern, contact us immediately. A change may be possible if the relevant work has not started, but it is not guaranteed.
Product or Customization Changes
Changes may affect the price, design approval, or production schedule. We will explain any difference before proceeding.
Shipping Address Changes
Address updates may be possible before dispatch. For payment-security reasons, we may ask you to verify the request.
Common Questions
Cancellation FAQ
Is cancellation guaranteed within 24 hours?
No. Contacting us within 24 hours gives us the best chance to stop the order, but some made-to-order work may begin sooner. We must confirm the production status before approving a cancellation.
Can I cancel a customized mascot?
A customized order may be cancelled only if design work, material preparation, and production have not started. Once any of these steps has begun, cancellation may no longer be possible.
Can I cancel an order that has already shipped?
No. Once an order has been dispatched, it cannot be cancelled. Please refer to the applicable returns and refunds policy after delivery.
What if TingMascot cancels my order?
If we cannot accept or complete an order, we will contact you and refund the affected amount to the original payment method.
Can I cancel only one item in a multi-item order?
Contact us immediately with the item details. We will check each item’s production status and confirm whether a partial cancellation is possible.
Need to Cancel an Order?
Contact us now with your order number at sale@tingmascot.net.
Last updated: September 4, 2026