Cancellation policy

This Order Cancellation Policy applies to all orders placed on Superstratum Labs (superstratumlabs.com). Please read the following carefully before placing your order.

Cancellation Window

Orders may only be cancelled before they have been processed or shipped. Once an order has left our warehouse, it can no longer be cancelled. In that case, please refer to our Refund Policy to initiate a return after delivery.

Because we aim to fulfill orders quickly — typically within 1–2 business days of placement — cancellation requests must be submitted as soon as possible after ordering.

How to Request a Cancellation

To request a cancellation, contact us immediately using one of the methods below. Please include your order number and the email address used at checkout.

We will confirm whether your order is eligible for cancellation based on its current fulfillment status.

Refund for Cancelled Orders

If your cancellation request is approved before the order ships:

  • A full refund will be issued to your original payment method
  • Refunds are processed within 5 business days of cancellation confirmation
  • Refunds are issued in US Dollars (USD)
  • Your bank or payment provider may require additional time to post the credit to your account

Orders That Cannot Be Cancelled

We are unable to cancel orders that have already been:

  • Picked and packed for shipment
  • Handed to a carrier (FedEx, UPS, or USPS) and assigned a tracking number

If your order has already shipped, please wait for delivery and then follow our Refund & Return Policy to return the item. Unopened, unused products may be returned within 30 days of delivery.

Order Modifications

We are unable to modify orders once they have been placed (e.g., changing quantities, products, or shipping address after submission). If you need a change, please contact us immediately to cancel the order and place a new one, provided the order has not yet shipped.

Cancellations by Superstratum Labs

We reserve the right to cancel any order at our discretion, including in cases of:

  • Suspected fraud or unauthorized use
  • Pricing errors on the website
  • Product unavailability
  • Inability to verify payment or shipping information

If we cancel your order, you will be notified by email, and a full refund will be issued to your original payment method within 3–5 business days.

Customer Service & Contact

  • Trade Name: Superstratum Labs
  • Company Name: Spring Bayou Distribution
  • Email: hello@superstratumlabs.com
  • Phone: 704-325-0069
  • Hours: Monday–Friday, 9:00 AM – 5:00 PM EST (respond within 1 business day)
  • Business Address:  2625 N Stewart Ave, Newton, NC 28658, United States
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