We have a small customer support team so we appreciate your patience.
If your request follows the guidelines detailed below it will be processed as quickly as possible.
You will be updated either through a manual response or with an order modification email.
Modifications, Cancellations & Refunds
If it is a group buy order, you may add items if the group buy is still on-going. Beginning (3) days before the group buy end date, we cannot remove items from a group buy order, or cancel a group buy order.
If it is an in-stock order, modifications are only possible if the product has not shipped out. If this is the case, you may add/remove other in-stock items or change quantities.
Address changes are always possible for all orders if the product has not shipped out yet.
We do not guarantee a modification if the request is sent close to the estimated shipping time.
To request an order modification, you can:
- Reply to your order email detailing what modifications you want
- Email us at email@example.com (include your order number #)
- Visit the Discord help-desk channel (discord.vala.supply →)
Please always be as specific as possible. Include all relevant information such as new address, requested additions with full product name and quantities, etc.
In Stock order cancellations
If you want to cancel your in-stock order, please contact us before your order is shipped. We will provide a refund as soon as possible.
However, we cannot provide refunds if your in-stock order has already shipped.
Group-buy order cancellations
If the group buy is still on-going, your refund request must be submitted within seven (7) days of your order being placed.
Beginning three (3) days before the group buy end date, we are unable to process new refund requests.
In the case of limited quantity products,
- Once the product sells out, we are unable to cancel your order.
- For up to seven (7) days after the product sells out you will be able to modify your order. This does not include modifying quantity on limited items.
Refund requests for pre-order items must be submitted within fourteen (14) days of your order being placed.
We cannot provide refunds if your pre-order item has already shipped.
Returns are only provided if evidence is given of the wrong product being received, or evidence given of a defective product beyond reasonable manufacturing error.