Cancel My Order

At Pegoca, we work fast. We know your pup is hungry and waiting for their new dining table! Whether we are packing a standard stand or setting up the laser to engrave your dog’s name, our goal is to get your order out the door as quickly as possible. Because of this speed, our window for cancellation is strictly limited. Please review the policy below based on the type of item you purchased.

1. CANCELLATION WINDOWS

A. For Standard “Ready-to-Ship” Items (Standard stands with NO name engraving/personalization)

• Timeframe: You may request a cancellation for a full refund within 12 hours of placing your order.

• Condition: The order must not have a shipping label created yet. Once a label is generated, the package is considered “Shipped” and is in the hands of the carrier.

B. For Personalized & Custom Items (Stands engraved with your Pet’s Name or custom height requests)

• Timeframe: You have 24 hours from the time of purchase to cancel or modify your design (e.g., fix a spelling error in the name).

• The “Production Lock”: After 24 hours, your order enters our production queue. Once our laser begins engraving the wood, the order cannot be canceled.

• Why? A stand permanently etched with “Bella” cannot be restocked or sold to another customer. It is a one-of-a-kind creation just for you.

2. HOW TO REQUEST A CANCELLATION

To catch your order before it leaves our workshop, please email us immediately.

• Email: [email protected]

• Subject Line: Please use: “CANCEL ORDER #[Your Order Number]”

• Message: Simply state that you wish to cancel.

3. IF YOUR ORDER HAS ALREADY SHIPPED

If you missed the cancellation window or if you have already received a “Shipping Confirmation” email with a tracking number:

• We cannot cancel the order. The package is already with UPS/FedEx.

• Next Steps: You will need to wait for the package to be delivered.

  • Standard Items: You can initiate a return within 30 days (You pay return shipping + 20% restocking fee).

  • Personalized Items: Cannot be returned or refunded unless defective.

DO NOT REFUSE DELIVERY: Please do not refuse the package when the driver arrives. Refusing a shipment causes the carrier to charge a heavy “Return to Sender” penalty fee. This penalty fee, plus the original shipping cost, will be deducted from your final refund. It is always safer to accept the package and ship it back yourself.

4. ADDRESS CORRECTIONS

Realized you forgot the apartment number?

• Email us immediately at [email protected]

• Before Shipping: We can update the label for free.

• After Shipping: If the package is already in transit, we cannot change the address. Carriers charge a “Rerouting Fee” (approx. $15–$20) to redirect a package. This fee will be billed to you if you wish to proceed.

5. REFUND TIMELINE

If your cancellation request is successful:

• We will void the transaction immediately.

• You will receive a cancellation confirmation email.

• The funds will typically return to your bank account or credit card within 7 business days, depending on your bank’s processing speed.

6. NEED HELP?

If you need to change the spelling of your dog’s name on a custom order (and it’s within the 24-hour window), please contact us ASAP!

• Email: [email protected]

• Support Hours: Monday–Friday, 9:00 AM – 5:00 PM (EST)