Cancelling your order

Once you have placed your order and the pre-authorisation for payment is successful, you will receive an e-mail from our website confirming we have received your order.

The order is then sent to our design and scheduling team to complete any requested customisations and also then schedule the order for production, your order is updated to reflect this status change and can be viewed by logging onto your account and selecting the order, no e-mail is sent to inform you of this status change.

The design and scheduling work can sometimes take up to 1-5 days depending on how busy we are and how much customisation is required for your order.   (our design and scheduling time average is 2 days)    Once your order is scheduled your order is updated to reflect this status change and can be viewed by logging onto your account and selecting the order, no e-mail is sent to inform you of this status change.

At the scheduled production time,  your order will be sent into our production area and you will receive an e-mail from our website informing you that your order has been sent into our production area.   At this point we also process the payment pre-authorisation and take the actual payment.

At this point you can no longer cancel your order.

To cancel your order prior to this point, simply log into your account, select the order and cancel the order.   The pre-authorisation will then be cancelled automatically and immediately by 3D Joy, there is no action required by you other than cancelling the order.

After we have successfully processed the payment, your order status will be updated to ‘Processing’ to reflect that the manufacturing process has started.   See the FAQ for a full explanation of our order statuses.

The refund will appear and be available within 3 – 14 business days in your account, this is down to your bank and how quickly they process the cancellation for the pre-authorisation.  Most refunds appear back in a customer’s account within 1 – 3 business days.