Cancel or Change Order Policy

Effective Date: March 24, 2026

At Frideye, we understand that mistakes happen or you might simply change your mind after placing an order. We process our footwear orders quickly to ensure fast delivery, which means there is a limited window to make adjustments. Please review our policy below regarding cancellations and modifications.

1. Order Processing Overview

To understand when you can change or cancel your order, please note our processing times:

• Order Cutoff Time: 5:00 PM (EST), Monday – Friday.
• Processing Time: It takes 1 to 2 business days for our warehouse team to pick, pack, and prepare your shoes for shipment.

2. Order Cancellation Requests

• The Cancellation Window: You may request to completely cancel your order for a full refund within 12 hours of placing it.
• How to Cancel: You must email our support team immediately at support@frideye.com with the subject line “Order Cancellation – [Your Order Number]”.

If your cancellation request is received within the 12-hour window and the order has not yet been processed by our warehouse, we will cancel it and issue a full refund to your original payment method.

3. Order Modification Requests

If you ordered the wrong shoe size, color, or quantity, you can request a modification.

• The Modification Window: Changes can only be made within 12 hours of placing your order.

We can adjust product sizes, colors, or remove items from your order, provided the requested replacement items are in stock and the order has not yet entered the shipping phase.

4. Shipping Address Changes

If you entered an incorrect shipping address at checkout, please contact us at support@frideye.com within 12 hours. We will do our best to update the address on our end. However, once the order has been handed over to our shipping carriers (USPS, UPS, or FedEx), we can no longer modify the destination address. Frideye is not responsible for misdelivered packages due to incorrect addresses provided by the customer.

5. Shipped Orders (Cannot Be Changed or Canceled)

Once your order has passed the 12-hour window and has been processed, packed, or handed over to the shipping carrier, it can no longer be canceled or modified. If your order has already shipped, please wait for the package to arrive and follow the instructions in our 60-Day Return & Refund Policy to initiate a return.

6. Duplicate Orders

If you accidentally place a duplicate order, please contact us immediately. We regularly monitor our system for identical transactions. If we spot a potential duplicate that has not yet been processed, we will reach out to verify your intent. If confirmed as an error, we will cancel the duplicate order and issue a full refund.

7. Payment Issues

If your payment transaction fails at checkout, the order will not be placed in our system. If a transaction goes through but is flagged as “Pending” by your bank or PayPal, your order processing will be paused until the payment officially clears.

8. Product Availability Changes (Out of Stock)

In rare cases, a shoe you ordered may suddenly become out of stock due to inventory discrepancies. If this happens, we will notify you via email immediately. You will be given the following options:

• Choose a substitute product of equal value.
• Wait for the item to be restocked (if applicable).
• Receive a prompt and full refund for the out-of-stock item.

9. Security and Fraud Prevention

Customer safety is our priority. If our automated payment gateway flags an order as high-risk or potentially fraudulent (e.g., mismatched billing and shipping information, suspicious IP address), we will pause the order. We may contact you to request additional verification. If we cannot verify your identity or intent, we reserve the right to cancel the order to protect the cardholder and issue a full refund.

10. Process for Requesting a Change or Cancellation

To ensure your request is handled as quickly as possible, please follow these steps:

• Email: support@frideye.com
• Subject Line: MUST include “Order Change” or “Order Cancellation” along with your Order Number (e.g., Order Cancellation – #FRI12345).
• Details: Clearly state the changes you want to make (e.g., “Please change size 9 to size 10” or “Please change shipping address to…”).

11. Policy Updates

Frideye reserves the right to update or modify this Cancel or Change Order Policy at any time without prior notice. Changes will be effective immediately upon being posted on this page.