Order Cancellation & Modification Policy

MORTISECO · ORDER MANAGEMENT

Order Cancellation & Modification Policy

Flexible Solutions. Clear Communication. Thoughtful Service.

ORDERS · CHANGES · CANCELLATIONS

Thank You for Choosing mortiseco.

We understand that plans can change after an order has been placed. You may need to cancel or update your order due to changes in personal circumstances, delivery details, or purchasing decisions.

To ensure that every order is handled accurately and efficiently, we have established the following Order Cancellation & Modification Policy. This policy applies to all orders placed through the official mortiseco website.

01. Order Placement & Confirmation

Once an order has been successfully submitted and payment has been completed, we will begin processing it based on the information provided.

Order processing may include:

  • Reviewing order details;
  • Verifying payment status;
  • Checking product availability and inventory;
  • Preparing and packaging products;
  • Confirming shipping information;
  • Arranging transportation and delivery.

Before submitting your order, please carefully review the product name, specifications, quantity, shipping address, and contact information to ensure everything is accurate.

02. Order Cancellation Requests

If you change your mind after placing an order, please contact us as soon as possible to request a cancellation.

We recommend submitting cancellation requests before your order enters the product preparation or shipping process.

All cancellation requests are reviewed based on the current processing status of the order.

2.1 Orders Not Yet Processed

If your order has not yet entered the product preparation, packaging, or shipping stage, you may contact our customer service team to request cancellation.

Once we confirm that the order is eligible for cancellation, we will assist with canceling the order and arrange a refund to your original payment method.

2.2 Orders Currently Being Processed

If your order has already entered product preparation, packaging, or another fulfillment stage, your cancellation request may require additional review.

We will evaluate whether cancellation is still possible based on the actual order status, product preparation progress, and available processing options.

If the order can no longer be stopped, our customer service team will explain the available after-sales options.

2.3 Orders Already Shipped

Once an order has been handed over to the shipping carrier, the original delivery arrangement generally cannot be canceled directly.

In this situation, you may contact us for guidance on the return process.

Eligible requests will be handled in accordance with our published Return & Refund Policy.

03. Order Modifications

If you need to make changes to an order you have already placed, please contact us by email as soon as possible.

We will review your request based on the current status of your order.

Depending on the processing stage, you may request changes to:

  • Recipient's name;
  • Contact phone number;
  • Shipping address;
  • Product specifications;
  • Product quantity;
  • Other order details that have not yet entered the fulfillment process.

Whether a modification can be completed depends on product availability, order processing progress, and shipping arrangements.

For orders that have already been packaged or handed over to the shipping carrier, we cannot guarantee that modifications will be possible.

04. Shipping Address Changes

If you need to change your shipping address, please contact us as soon as possible before your order ships.

When submitting an address change request, please provide:

  • Order number;
  • Original shipping address;
  • New shipping address;
  • Recipient's name;
  • Contact phone number.

After verifying your order information, our customer service team will determine whether the requested change can be accommodated based on the current order status.

If your order has already been handed over to the shipping carrier, address changes may be restricted by the carrier's operational policies.

Please note that submitting an address change request does not mean the change has been approved. Always wait for final confirmation from our customer service team.

05. Product & Quantity Changes

If you would like to change a product's specifications, color, size, or quantity, please contact us as soon as possible before your order enters the next fulfillment stage.

For orders that have not yet entered processing, we will review your request based on product availability.

If your order has already entered product preparation, packaging, or shipping, the requested changes may no longer be possible.

If we cannot modify the original order directly, our customer service team will explain the available alternatives based on your specific situation.

06. Refunds for Canceled Orders

For orders that qualify for cancellation and have already been paid for, we will arrange a refund once the cancellation request has been approved.

Refunds will be issued to the original payment method.

ESTIMATED TOTAL REFUND PROCESSING & ARRIVAL TIME

7 Business Days

Refund Details

  • Once the cancellation request is approved, we will initiate the refund process.
  • The refund will be returned to the original payment account or payment channel.
  • The estimated time for the refund to arrive is 7 business days.
  • Actual posting times may vary depending on your bank and payment service provider.

If you have not received your refund within the estimated timeframe, please contact our customer service team so we can help verify its status.

07. Order Cancellation & Modification Fees

For orders that qualify for cancellation and have not entered a stage where processing can no longer be reversed, we will handle cancellation requests based on the actual circumstances.

If an order has already incurred non-recoverable product preparation, customization, or shipping costs, any applicable charges will be evaluated based on the actual circumstances, the order agreement, and applicable laws.

We will not impose undisclosed cancellation fees without prior notice to the customer or a lawful basis for doing so.

If an order must be canceled because a product is unavailable, mortiseco is unable to fulfill the order, or another issue attributable to us prevents fulfillment, we will handle the matter in accordance with applicable laws and refund requirements.

08. Duplicate Orders & Incorrect Orders

If you accidentally place duplicate orders or discover an error in the products, quantities, or other order details, please contact us as soon as possible.

To help us review your request efficiently, please provide:

  • The relevant order number or numbers;
  • Name used when placing the order;
  • Contact email address;
  • A clear description of what you would like to change or cancel.

If the affected order has not yet entered the next fulfillment stage, we will make reasonable efforts to assist with the requested modification or cancellation.

09. Special Circumstances

In certain situations, we may need to conduct additional order verification, including:

  • Payment processing irregularities;
  • Incomplete shipping address information;
  • Changes in product availability;
  • Duplicate order submissions;
  • Obvious errors in order details;
  • Suspected unauthorized transactions or fraudulent activity;
  • Other reasonable circumstances that may affect normal order fulfillment.

If an order cannot be fulfilled as originally planned, we will contact you using the information provided with your order and take appropriate steps based on applicable laws and the circumstances involved.

10. Contact Us

If you need to cancel an order, update your shipping address, change product specifications, or check the status of a refund, please contact us as soon as possible using the information below.

Business Name: mortiseco

Contact Person: Ren Monma

Customer Service Email: psadaidiadiadis@mortiseco.com

Primary Contact Email: birchgrain@mortiseco.com

Phone: +81 70-9266-3821

Business Address

280-4 Yamoto Kamigoto, Royal Square A102
Higashimatsushima, Miyagi 981-0503
Japan

For faster assistance, we recommend including your order number and the nature of your request in the subject line of your email.

11. Related Policies

This policy should be read together with the other applicable policies published on the mortiseco website, including:

  • Terms of Service;
  • Shipping & Delivery Policy;
  • Shipping, Delivery & DDP Policy;
  • Return, Exchange & Refund Policy;
  • Privacy Policy.

If any provision of this policy conflicts with mandatory requirements under applicable laws or regulations, the applicable legal requirements will prevail.

Nothing in this policy limits any non-waivable legal rights or protections available to consumers under applicable law.

12. Policy Updates

mortiseco reserves the right to update or revise this policy as necessary to reflect changes in business operations, order processing procedures, or applicable laws and regulations.

Any revised version will be published on this page with the corresponding update date.

Thank You for Choosing mortiseco.

We will make every reasonable effort to provide a clear, reliable, and convenient order management and customer service experience.

THOUGHTFUL SERVICE · DESIGNED FOR LIVING

MORTISECO