Changed your mind?
Cancel before it ships —
no cost, no questions.
This policy explains exactly when and how you can cancel an order placed on eazyphones.com for a smartphone, tablet, smart watch, or audio accessory, what happens once your order has already shipped, and the specific consumer-protection rules in Canada and the United States that back it up.
Why This Policy Exists
Eazy Phones is a registered Canadian retailer of new, factory-sealed smartphones, tablets, smart watches, and audio accessories, shipping only within Canada and the United States on a Delivered Duty Paid (DDP) basis — the price you see at checkout is the price you pay, with duties and taxes already settled. Because every order moves quickly toward dispatch, this policy sets out one clear rule: you can cancel any order, for any reason, at no cost, right up until it has been handed to our shipping carrier. It explains how to request a cancellation, how long each step takes, what happens if your order has already shipped, and how this fits together with our Returns & Refund Policy and Shipping Policy.
Two Windows: Before Dispatch, and After
Whether a cancellation request is free and immediate, or handled as a return instead, depends entirely on one thing: has your order already been handed to DHL Express or FedEx and issued a tracking number?
Before dispatch — true cancellation
If your order has not yet been handed to the carrier — typically within 0–2 business days of purchase — you can cancel it in full at no cost. There is no cancellation fee, no restocking charge, and no need to give a reason. We confirm the cancellation by email and refund the full amount, including any tax charged, to your original payment method within 10 business days.
After dispatch — the return process applies
Once a tracking number has been issued, your order is already in transit and can no longer be intercepted or cancelled outright. At that point, the request is handled under our 30-day Returns & Refund Policy instead: you can refuse delivery or return the item once received, and the same free-return, full-refund terms apply.
Why this line matters, and how to move fast
Because handling and transit together run as little as 0–6 business days in total, the window to cancel outright can be short. If you want to cancel, contact us immediately using the form below or by phone — we process cancellation requests the same business day we receive them, before your order is scheduled for dispatch wherever possible.
How a Cancellation Actually Happens
You request the cancellation
Submit the form below, email support@eazyphones.com, or call us with your order number and the reason for cancelling — a reason is helpful for our records but is never required.
We check dispatch status
Our Ontario team checks whether your order has already been handed to DHL Express or FedEx. This is usually confirmed within a few hours during business hours.
We confirm by email
If your order has not shipped, we confirm the cancellation in writing and release the item back to available stock. If it has already shipped, we explain that the return process now applies and outline the next step.
Your refund is issued
For a confirmed cancellation, the full order amount is refunded to your original payment method within 10 business days. Card issuers may take a further 3–5 business days to post the refund to your statement, which is standard for card networks in both Canada and the United States.
Other Situations This Policy Covers
Multi-item orders
You may cancel one item from a multi-item order before dispatch without affecting the rest — we adjust the order total and refund the difference within 10 business days.Address or detail changes
A request to change a shipping address or device configuration before dispatch is treated the same as a cancellation-and-reorder if the change cannot be made to the existing order in time.Cancellations we initiate
We may cancel and fully refund an order if the item is out of stock, if a checkout pricing error is identified, or if an order is flagged for suspected fraud — we will always email you the specific reason.Payment authorization holds
If your order is cancelled before your card is charged, any authorization hold placed at checkout is released by your bank according to its own timelines, typically 3–10 business days.We do not currently sell subscriptions, extended pre-order deposits, or custom-configured devices, so this policy does not need to address deposit forfeiture or made-to-order cancellation fees — every item in our catalogue is in-stock, factory-sealed retail stock at the time of purchase.
The Rules This Policy Is Built to Satisfy
We ship only within Canada and the United States, so this policy is written to meet the cancellation, disclosure, and billing standards that apply in both countries.
| Ontario Consumer Protection Act, 2002 | Governs cancellation rights and disclosure requirements for internet sales agreements made with Ontario-based consumers, and sets the baseline this policy follows nationwide. |
|---|---|
| Provincial Consumer Protection Acts | Other Canadian provinces maintain their own consumer-protection legislation; where a provincial rule grants stronger cancellation rights than this policy, the stronger provincial right applies. |
| FTC Mail, Internet, or Telephone Order Rule | The U.S. Federal Trade Commission rule requiring merchants to ship within the promised timeframe or offer the customer the choice to cancel and receive a full refund — the standard our dispatch timelines and cancellation window are built around. |
| Fair Credit Billing Act | U.S. cardholders retain their right to dispute a charge with their card issuer for an order that was cancelled but still billed, or not delivered as agreed — a right this policy does not limit or waive. |
| State & Provincial Sales Tax Refunds | Where sales tax (HST/GST in Canada, state sales tax in the U.S.) was charged on a cancelled order, the tax portion is refunded in full along with the product price. |
| PIPEDA — data used to process a cancellation | Information you provide to request a cancellation (name, order number, contact details) is used only to process that request and is handled under our Privacy Policy, consistent with Canada's federal private-sector privacy law. |
Request an Order Cancellation
Fill in the details below and submit the form — it opens a pre-filled email to our support desk so nothing gets lost in translation. We aim to confirm every cancellation request within one business day, and sooner whenever your order has not yet shipped.
Response target: one business day, and sooner whenever the order has not yet shipped.
Read the Full Picture
This policy works together with our other storefront policies — read whichever applies to your situation.