Cancellation policy

Purchase Options Cancellation Policy

Last Updated: 11/24/2025

This Purchase Options Cancellation Policy explains how customers may cancel orders or subscription-based purchases made through our website. By placing an order, you agree to the terms outlined below.

1. One-Time Purchase Cancellations

Cancellation Window

  • One-time purchase orders may be canceled within 30 minutes of being placed, as long as the order has not entered the processing or shipping stage.

  • Once an order has begun processing, printing a label, or has shipped, it cannot be canceled.

How to Request a Cancellation

To request a cancellation within the allowed timeframe:

  • Call us at 800-980-3335 or

  • Email us at hi@proaquawater.com with:

    • Your full name

    • Order number

    • Reason for cancellation

  • We will confirm if the order is still eligible for cancellation.

If the Order Has Already Shipped

  • Orders that have already shipped cannot be canceled.

  • Customers may request a return once the package has been delivered, subject to our Return & Refund Policy.

2. Subscription or Auto-Delivery Purchases

Managing or Canceling a Subscription

  • Customers may modify, pause, or cancel an active subscription at any time through their account dashboard or by contacting us via phone or email.

  • Changes must be made at least 48 hours before the next scheduled renewal to avoid being charged.

  • Subscription orders already billed or in processing cannot be canceled.

3. Pre-Order or Backorder Cancellations

  • Pre-orders and backorders may be canceled for a full refund any time before the item ships.

  • Once the item ships, cancellation is no longer possible.

4. LTL Freight Order Cancellations

For oversized or freight (LTL) shipments:

  • Orders may be canceled before the shipment has been scheduled or picked up by the carrier.

  • Once pickup is scheduled or the freight is in transit, cancellation is not possible.

  • Freight shipments that must be returned post-delivery may incur return freight fees in accordance with our Return Policy.

5. Refusal of Delivery

If a customer refuses delivery of a package:

  • The order will be treated as a return, not a cancellation.

  • Any return shipping fees, freight fees, or carrier surcharges may be deducted from the refund, subject to the Return & Refund Policy.

  • Refusal of international deliveries may result in the package being returned, abandoned, or destroyed by customs, in which case no refund will be issued.

6. Payment Authorization Holds

Some payment methods may place a temporary authorization hold on funds upon checkout:

  • If a cancellation is approved before the order is processed, the authorization hold will be released by your financial institution.

  • Release times vary depending on the bank or payment provider.

7. How Refunds Are Issued for Canceled Orders

  • Approved cancellations are refunded to the original payment method.

  • Refund processing time depends on your bank or payment provider, typically 3–10 business days.

  • Shipping charges are refunded only if the order has not been processed or shipped.

8. Contact for Cancellations

To cancel or inquire about your purchase options, please contact us:

Email: hi@proaquawater.com
Phone: 800-980-3335
Business Hours: Mon - Fri, 8am-5pm Pacific Time