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Can I cancel my order?

Find out when you can cancel physical or digital orders and how to request a cancellation.

Short answer:

  1. Physical products

    • You can cancel within 30 days of purchase as long as the order has not shipped. We can't cancel any orders that have been shipped.

  2. Digital products such as NFTs

    • Cancellation within 30 days is allowed only if the NFT has not been delivered yet. No cancellations or refunds are available once a node has been claimed or activated or once the project reaches TGE.

Who this applies to
Customers who bought physical items such as devices and accessories, or digital items such as NFTs and node licenses from Helium Deploy.

How cancellation works for physical products

  1. You may cancel a physical product order only if the order has not shipped.

  2. If the order is pending or on hold, we will cancel it and issue a full refund to the original payment method. Refund timing depends on the bank but typically appears within a few business days. There can be a restock fee depending on the ticket total.

  3. If any part of the order already shipped, that shipped portion cannot be canceled. In that case you can contact support for options such as a return label.

How cancellation works for digital products such as NFTs

  1. Digital orders can be canceled within 30 days only if the NFT has not been delivered to your wallet yet.

  2. If the NFT has been used to claim or activate a node, or if the project has reached TGE, cancellation and refund are not possible.

  3. If you believe your NFT was not delivered and you are still within 30 days, contact support and we will verify the status of the transaction.

Exceptions and special cases
Some orders may have different terms, for example custom orders, final sale promotions, or third party sale terms. Special terms are shown at checkout and on your order confirmation. If you are unsure, contact support and we will check your order.

How to cancel
Use one of these methods

  • Open Helium Deploy Chat and select Help with my existing order and then Edit or Cancel order. An agent might be available to perform your cancellation at that moment, if there's no agent, please leave us a message with your request and we will process it in 1 business day.

  • Email support@heliumdeploy.io and include your order number.

When you contact us please include

  • Order number

  • Full name and email used on the order

  • Which item or items you want canceled if the order contains multiple items

  • A reason for cancellation

What to expect

  1. We will confirm whether your order is eligible for cancellation and reply within 24 hours during business days.

  2. If eligible we will cancel the order and process your refund or explain the next steps.