At Dortko, we understand that plans may change. This cancellation policy explains how and when you can cancel an order, as well as what to expect in terms of refunds.
1. When Can You Cancel an Order?
- You may cancel your order only if it has not yet shipped.
- Once your package is handed over to the carrier, cancellation is no longer possible.
- However, you can still return the item after delivery by following our Return & Refund Policy.
- Custom or special-order items cannot be canceled, as they are made to your specifications and begin processing immediately.
- Order Cut-Off Time: Cancellation requests must be submitted before 06:00 PM Pacific Standard Time (Los Angeles).
2. How to Cancel an Order
- To request a cancellation, please contact us at support@dortko.com as soon as possible.
- Our team will check the status of your order and confirm whether it is eligible for cancellation.
- Dortko is not responsible for delays in cancellation requests caused by incomplete or incorrect order information provided by the customer.
3. Refunds for Canceled Orders
- If your cancellation request is approved, a full refund will be issued to your original payment method.
- Refunds are typically processed within 5–9 business days after confirmation.
- Actual posting times may vary depending on your bank or payment provider.
- If your order is canceled before shipping, any shipping fees already charged will also be refunded.
4. Non-Cancellable and Non-Refundable Items
- Final sale items and orders that have already shipped cannot be canceled or refunded.
- Custom-made or personalized products are not eligible for cancellation or return unless defective or damaged.
5. Wrong or Missing Items
- If you receive an incorrect or incomplete order, please contact support@dortko.com within 30 days of receiving your order.
- We will resolve the issue by shipping the correct item or missing component at no additional cost, or by offering an alternative resolution if preferred.
6. Questions or Concerns
For any order-related inquiries, please contact us:
Email: support@dortko.com
Phone: (+1) 531-510-5662
Address: 1299 Antelope Creek Dr 23, Roseville, CA 95678, United States
Working Hours: 8AM – 6PM (Monday–Saturday)