Cancellation policy

We know order details change. Here's how cancellations and changes work, and what's possible at each stage.

Cancelling an order

You can cancel any order that hasn't shipped yet. Contact us as soon as you can - call 201-342-4446 or email sales@intenzeproducts.com with your order number, and we'll stop it if it's still with us.

Please note that our fulfillment moves quickly. We aim to ship same day for orders placed before 1:00 P.M. PST, and most orders leave us within 24 to 48 hours. The practical window for cancelling is short, so the sooner you reach us the better. Email sent outside business hours will be picked up on the next business day, and we don't process orders on weekends or major holidays.

If we're able to cancel before dispatch, your refund is issued in full to the original payment method - no restocking fee, no return shipping. Refunds usually appear within 3 to 5 business days, depending on your bank or card issuer.

If your order has already shipped

Once an order is with the carrier we can't recall it, and it becomes a return rather than a cancellation. Our refund policy covers that - including the 30-day window, the restocking fee, and who pays return shipping.

Please don't refuse delivery or mark a package "return to sender." Refused parcels often arrive back without any record of who sent them, which makes your refund slower rather than faster. Email us instead and we'll send proper return instructions.

Changing an order

If you need to change an item, quantity, or shipping address, contact us straight away with your order number. Before dispatch we can usually help. After dispatch the address is fixed with the carrier and we can't alter it.

If a package is returned to us as undeliverable because of an incorrect address, we'll contact you to arrange reshipment. Reshipping costs are the customer's responsibility.

Cancellations by INTENZE

Occasionally we may need to cancel an order ourselves - if an item turns out to be unavailable, if we can't verify payment or shipping details, or where a pricing or listing error has occurred. If that happens we'll contact you and refund the order in full. We may also cancel orders that appear to be fraudulent or that breach our terms of service.

Backorders

If an item is on backorder you're welcome to cancel it at any point before it ships, at no cost. We'll keep you updated on expected availability.

Questions

Our team is happy to help. Call 201-342-4446 or email sales@intenzeproducts.com.