Hi Danny,

We’re sorry to hear you were frustrated with your experience. We do want to clarify a few points for anyone reading this review.

Our cancellation policy is a standard policy that applies to customer requested cancellations. It is not a fee created specifically for your order. Our Terms and Conditions clearly state that a 5% cancellation fee applies to orders once they have been submitted, including cancellations made before the order ships. The policy also explains that this fee covers labor and material, merchant processing fees, and other costs associated with processing the order.

These Terms and Conditions are posted on our website and are available for customers to review before placing an order. Customers agree to these terms when completing checkout.

Payments on our website are processed immediately when an order is placed. Therefore, the fact that an order has not yet shipped does not mean that the payment has not been processed or that costs associated with processing the order have not been incurred. The cancellation policy applies to customer requested cancellations regardless of how quickly the cancellation request is made.

After you requested cancellation, we communicated by email on multiple occasions that a 5% cancellation fee would apply if you chose to cancel the order and receive a refund. We also offered alternatives, including making changes to the order or receiving store credit for the full value of the purchase.

During your subsequent phone call, we again explained the available options and the applicable 5% cancellation fee. You then verbally confirmed that you wanted to cancel the order and receive a refund. To avoid any confusion and to properly document your request, we asked you to provide written confirmation of your intention to cancel the order. You declined to provide written confirmation and instead provided verbal confirmation, stating, 'I give you verbal confirmation I want to cancel the order.' We subsequently processed the cancellation and issued the refund.

We also want to clarify the claim that you repeatedly requested documentation supporting the fee and that we refused to provide it. Your request for documentation regarding the fee was first made in your email to us after the cancellation and refund had already been processed. Prior to that request, we had explained the cancellation fee, provided the applicable policy, and explained the basis for the fee in our correspondence.

We understand that you dispute the cancellation fee, and we have documented your position. However, it is not accurate to state that we refused to refund your money, failed to explain the charge, or refused repeated requests for documentation. The cancellation fee is part of our published Terms and Conditions, which customers agree to when placing an order, and the fee was communicated to you directly before the cancellation was processed.

We respect your right to disagree with our cancellation policy. We will continue to address any further questions through the appropriate channels.