At AG Cutlery, we understand that circumstances change. This Order Cancellation Policy outlines the conditions under which you may cancel an order and what to expect during the process. Please read this policy carefully before placing your order.

1. Cancellation Window

We process orders quickly to ensure fast delivery. Cancellations are only guaranteed if requested within 2 hours of placing your order. After this window, your order may have already been prepared for shipment and cancellation may not be possible.

To maximize your chances of a successful cancellation, please contact us immediately after placing your order if you wish to cancel.

2. How to Cancel an Order

To request a cancellation, contact our team as soon as possible through any of the following:

Phone: (424) 667-4664
Email: info@agcutlery.com
Response Time: Within 24-48 hours

Please include the following in your cancellation request:

• Your full name
• Order number
• Email address used at checkout
• Reason for cancellation (optional)

3. Cancellation Status

Once we receive your cancellation request, we will notify you of one of the following outcomes:

✅ Cancellation Approved
If your order has not yet been processed or shipped, we will cancel it and issue a full refund to your original payment method within 5-10 business days.

❌ Cancellation Not Possible
If your order has already been packed or shipped, we are unable to cancel it. In this case, you may refuse the delivery or return the item(s) after receipt by following our Return Policy.

4. Custom & Personalized Orders

Orders for custom, engraved, or personalized items cannot be cancelled once production has begun. These include:

• Custom engraved knives or blades
• Personalized knife sets or handles
• Private label or OEM orders
• Custom Damascus pattern orders
• Special design or bespoke commissions

Please review your custom order details carefully before confirming your purchase, as all custom sales are final.

5. Wholesale Order Cancellations

Wholesale and bulk orders are subject to separate cancellation terms outlined in the wholesale agreement. Generally:

• Wholesale orders may be cancelled within 24 hours of placement at no charge
• Cancellations after 24 hours may be subject to a cancellation fee of up to 20% of the order value
• Orders already in production or shipped cannot be cancelled

For wholesale cancellation inquiries, contact our wholesale team directly at (424) 667-4664

6. Order Modifications

If you need to modify your order (change size, quantity, shipping address, etc.) rather than cancel it entirely, please contact us as soon as possible. We will do our best to accommodate changes if the order has not yet been processed.

Modifications are not guaranteed and depend on order status at the time of your request.

7. Refunds for Cancelled Orders

Approved cancellation refunds will be processed as follows:

• Credit/Debit Card: Refund within 5-10 business days
• PayPal / Shop Pay: Refund within 3-5 business days
• Original shipping charges: Fully refunded if the order is cancelled before shipment
• Gift cards: Non-refundable

You will receive an email confirmation once your cancellation has been approved and the refund has been initiated.

8. Order Cancellation Due to Inventory Issues

In rare cases, AG Cutlery may need to cancel your order due to:

• Item being out of stock or discontinued
• Pricing errors on the website
• Payment verification issues
• Shipping restrictions to your location

If we cancel your order for any of the above reasons, you will be notified immediately and a full refund will be issued automatically. We sincerely apologize for any inconvenience caused.

9. Cancellation of Pre-Orders

Pre-orders may be cancelled at any time before the item ships, with a full refund issued to your original payment method. Once a pre-order has shipped, standard return procedures apply.

10. Disputes & Chargebacks

We encourage customers to contact us directly to resolve any order issues before initiating a chargeback with their bank or payment provider. We are committed to resolving concerns quickly and fairly.

Unauthorized chargebacks may result in account suspension and additional fees. Please reach out to us first we are always happy to help.

11. Contact Us

If you have any questions about this cancellation policy or need assistance with an order, please contact us:

AG Cutlery LLC
554 Cedar Street, Unit 206
Newington, CT 06111
United States

Phone: (424) 667-4664
Email: info@agcutlery.com
Website: www.agcutlery.com
Response Time: Within 24-48 hours

Contact Us   View Return Policy

Your satisfaction is our priority. We are committed to making every AG Cutlery experience exceptional from the moment you order to the moment your blade arrives.