In short. An order can be cancelled free of charge at any point before it is dispatched — in practice, within roughly 24 hours of purchase. Once the parcel has shipped, the order can no longer be cancelled, but unopened jars can be returned within 30 days under the Purchase Policies. There is nothing else to cancel afterwards: every offer is a one-time purchase, charged once.
Contents
1. What this policy covers
This policy explains how to cancel an order for Honey Peak Gelatin placed through honeypeakgelatin.com, and what happens once an order has already been dispatched. Returns and refunds of delivered orders are covered separately in the Purchase Policies.
PagAmerican LLC is the Merchant of Record for every order. It processes the payment, dispatches the order, and issues any refund resulting from a cancellation.
2. One-time purchase
Every offer on the Site is a one-time purchase for the quantity displayed. Your card is charged once, when the order is processed, and no account or membership is created when you buy. Cancellation here means stopping a specific order before it ships.
3. Cancelling before dispatch
An order can be cancelled at no cost, for any reason, at any moment before the parcel is handed to the carrier. Orders are dispatched within 1–2 business days of acceptance, so in practice the cancellation window is usually about 24 hours from purchase, and shorter for orders placed early on a business day.
A cancellation is only effective once support confirms it in writing. Until you receive that confirmation, treat the order as active.
4. How to request a cancellation
- Contact PagAmerican support through the Contact Us page on pagamerican.com.br, or email support@honeypeakgelatin.com.
- Include the order number from your confirmation email, the email address used at checkout, and the words “cancel order” in the subject line.
- Wait for the written confirmation. If the parcel has already shipped, you will be told so in the same reply and offered the return route instead.
Requests are reviewed during business hours, Monday to Friday, 9:00 AM to 5:00 PM Mountain Time. A request sent outside those hours is reviewed on the next business day, and the order is held from dispatch while it is reviewed whenever the warehouse can still be reached in time.
5. After dispatch
Once the parcel is with the carrier the order can no longer be cancelled, because the shipment cannot be recalled. Two routes remain:
- Return the unopened jars. Accept the delivery and request a return within 30 calendar days under Section 9 of the Purchase Policies. Return shipping for a change of mind is paid by the customer.
- Refuse the delivery. See Section 6 below.
6. Refusing delivery
You may refuse the parcel at the door or ask the carrier to return it to sender. Tell support the same day so the returning shipment can be matched to your order. Once the parcel arrives back at the facility and its seals are verified as intact, a refund is issued for the price of the jars. The cost of the return leg charged by the carrier is deducted from that refund, and the original outbound shipping is not refunded.
7. Cancellation refunds
When an order is cancelled before dispatch, the full amount charged, including any tax collected, is refunded to the original payment method. PagAmerican issues the refund within 5 business days of confirming the cancellation, and your bank or card issuer may take a further 5–10 business days to post the credit.
If the charge was still only an authorization and had not settled, it is released instead of refunded, which may clear from your statement without a separate credit line appearing.
If a cancellation refund has not appeared 15 business days after the confirmation email, contact support with your order number so it can be traced.
8. Cancellation by us
An order may be cancelled on our side, at any time and without prior notice, where: the product is unavailable; a pricing or typographical error affected the order; the payment is declined or reversed; a fraud or risk check is not cleared; the shipping address cannot be verified or is outside the destinations we serve; a quantity limit is exceeded; or the order breaches the Terms and Conditions.
In every one of these cases you are notified by email and any amount charged is refunded in full to the original payment method. No cancellation fee is charged, in either direction, at any time.
9. Contact
For cancellations, order status and refunds, contact PagAmerican support through the Contact Us page on pagamerican.com.br, quoting your order number.
For anything else:
Honey Peak Nutrition LLC
PO Box 12730, Ogden, UT 84412, United States
Email: support@honeypeakgelatin.com
Phone: +1 (801) 555-0147, Monday to Friday, 9:00 AM to 5:00 PM Mountain Time