Cancellation Policy

Last Updated: May 8, 2026

At onholdfile, we strive to process and deliver your orders as efficiently as possible. Because our fulfillment system begins preparing orders shortly after they are placed, we offer a limited window for adjustments. This policy outlines the specific conditions under which you may request a cancellation or modification.

By placing an order on onholdfile.com, you acknowledge and agree to the terms below.

⏱️ 1. The 12-Hour Modification Window

To maintain our shipping speed, we provide a brief grace period for changes.

• Window for Change: You may request a cancellation or modification within 12 hours of placing your order.

• Eligibility: Requests are only guaranteed if the order has not yet entered the processing, production, or packaging stages.

• Post-Window Status: After the 12-hour mark, orders are automatically transmitted to our fulfillment center and can no longer be intercepted or altered.

📩 2. How to Request a Change

If you need to update your order details or cancel a purchase, please contact our support team immediately. Include your Order Number and Full Name.

• 📧 Email: support@onholdfile.com

• 🕘 Support Hours: Monday – Friday | 9:00 AM – 6:30 PM (EST)

Note: We process requests in the order they are received. Calling or emailing immediately increases the likelihood that we can update your order before it moves to the warehouse.

🚫 3. Orders Already in Fulfillment

Once an order has been picked, packed, or handed to a carrier (USPS, UPS, or DHL):

• Cancellations: Are strictly no longer permitted.

• Modifications: We cannot alter shipping addresses, recipient names, or product specifications (size/color) once a package is dispatched.

• Next Steps: If your order has already shipped, please wait for delivery and then follow our Returns Policy to return the item for a refund.

• Address Accuracy: OnHoldFile is not responsible for deliveries lost due to incorrect or incomplete addresses provided by the customer. If a package is returned to us due to an invalid address, reshipping fees will apply to send it out a second time.

📊 4. Refund & Fee Summary

Request Type	Timing	Outcome
Cancellation	Within 12 Hours	✅ Full Refund (No Fees)
Cancellation	After Processing Starts	⚠️ Subject to handling/restocking fees
Cancellation	After Shipment	❌ Return Required (Shipping Non-Refundable)
Item/Address Change	Within 12 Hours	✅ Processed at no extra charge
Item/Address Change	After 12 Hours	❌ Modification not possible

🛡️ 5. Special Conditions

• Customized Items: Products made to your specific requirements may enter production immediately. These items may be ineligible for cancellation even within the 12-hour window once labor has begun.

• Peak Seasons: During holidays or high-volume sales events, our warehouse moves faster. The window for cancellation may be significantly shorter as we prioritize rapid dispatch.

• Combining Orders: For logistical reasons, we cannot combine separate orders into one shipment once they have been checked out.

🏢 6. Contact Information

For all modification and cancellation inquiries, please reach out to our support team:

OnHoldFile

• 📍 Address: Patrick Kirui, 3909 Kress Street, Houston, Texas 77026, United States

• 📧 Email: support@onholdfile.com

• 🕘 Hours: Monday – Friday, 9:00 AM – 6:30 PM (EST)