Cancellation policy
Last updated: September 17, 2026
This policy applies when you buy from Ourcade using a purchase option, such as a pre-order, a deposit or pay-later order, or a recurring order. It forms part of our Terms of Service. Ourcade is a brand of Pixel Framers LLC.
How purchase options work
The terms of each purchase option are shown on the product page and at checkout before you pay. They state when you will be charged (in full at checkout, as a deposit with the balance due later, or when your order is ready), the amount, and the estimated date your order will be made or shipped. By completing checkout you authorize us to charge your payment method on those terms. If a later charge fails, we will contact you and may cancel the order if payment cannot be completed.
Cancelling a pre-order or deferred order
You may cancel a pre-order or pay-later order for a full refund of everything you have paid at any time before production of your order begins. For products that have not yet been released, production begins only after the product launches and you have approved your personalized game preview.
Once production begins, the order cannot be cancelled. Every Ourcade product is personalized and made to order, so all sales are final from that point, as described in our Terms of Service.
Cancelling a recurring order or subscription
If you have a recurring order, you may cancel it at any time, with no cancellation fee, by emailing us or by using the link in your order emails or customer account. Cancel at least 3 days before your next billing date to avoid that charge. Cancellation stops all future charges. A charge that has already been processed is refundable only if production of that order has not begun.
Delays and changes on our side
Estimated dates are not guarantees. If we cannot make or ship your order by the date we gave you, we will tell you, give you a revised date, and offer you the choice to wait or to cancel for a full refund. If we cancel a purchase option or cannot fulfil your order, we will refund everything you have paid for it.
How to cancel and when you are refunded
Email hello@ourcade.com with your order number and the words "Cancel order". We will confirm by email. Refunds go to your original payment method, normally within 10 business days of our confirmation. Your bank may take additional time to post the refund.
Damaged or defective orders
This policy does not limit your rights if an order arrives damaged, defective or materially different from the preview you approved. See Section 7 of our Terms of Service.
Contact
Pixel Framers LLC, doing business as Ourcade
2003 Atlantic Ave, Manasquan, NJ 08736, United States
hello@ourcade.com