The short version. Cancel free of charge any time before the parcel is handed to the carrier, which in practice means within about 24 hours of ordering. After dispatch the order cannot be stopped, but sealed jars go back within 30 days under the Purchase Policies. Nothing else is pending: each offer is charged once and closes.
Sections
1. What this covers
This page deals with cancelling an order for Horse Force Gelatin placed through horseforcegelatin.com, and with what remains possible once an order has already been dispatched. Returns and refunds of delivered orders live in the Purchase Policies.
PagAmerican LLC is the Merchant of Record for every order here. It takes the payment, sends the parcel, and issues any refund that a cancellation produces.
2. One charge, then nothing
Each offer on the Site is a one-time purchase for the quantity displayed. The payment method is charged once, at the point the order is processed, and buying does not create an account or a membership. Cancelling here means stopping one specific order before it leaves the facility.
3. The cancellation window
Any order can be cancelled at no cost, for any reason at all, up to the moment the parcel is handed to the carrier. Dispatch happens within 1–2 business days of acceptance, which usually leaves roughly 24 hours from purchase, and less when the order lands early on a business day.
A cancellation only counts once support confirms it in writing. Until that confirmation reaches you, treat the order as live.
4. Asking for a cancellation
- Write to PagAmerican support through the Contact Us page on pagamerican.com.br, or email support@horseforcegelatin.com.
- Give the order number from your confirmation email, the email address used at checkout, and put “cancel order” in the subject line.
- Wait for the written confirmation. Where the parcel has already gone out, the same reply says so and offers the return route instead.
Requests are reviewed Monday to Friday, 9:00 AM to 5:00 PM Mountain Time. Anything arriving outside those hours is picked up on the next business day, and the order is held back from dispatch during the review whenever the warehouse can still be reached in time.
5. Once it has shipped
After the carrier takes the parcel the order cannot be cancelled, because the shipment cannot be recalled. Two options remain:
- Take delivery and return the sealed jars. Request a return within 30 calendar days under Section 9 of the Purchase Policies. Change-of-mind return shipping is on the customer.
- Refuse the parcel. Covered in Section 6.
6. Refusing the parcel
You can turn the parcel away at the door, or ask the carrier to send it back. Tell support the same day so the returning shipment can be matched to your order. Once it reaches the facility and the seals check out as intact, a refund goes out for the price of the jars. The carrier's charge for the return leg comes off that refund, and the original outbound shipping is not refunded.
7. Getting the money back
An order cancelled before dispatch is refunded in full, tax included, to the original payment method. PagAmerican issues it within 5 business days of confirming the cancellation, and your bank or card issuer then takes a further 5–10 business days to post the credit.
Where the charge was still only an authorization and had not settled, it is released rather than refunded, so it may simply vanish from your statement without a separate credit line showing up.
Nothing 15 business days after the confirmation email? Contact support with the order number and it gets traced.
8. When we cancel
An order may be cancelled from our side, at any time and without prior notice, where: stock has run out; a pricing or typographical error affected it; the payment is declined or reversed; a fraud or risk check does not clear; the shipping address cannot be verified or falls outside the destinations we serve; a quantity cap is exceeded; or the order breaches the Terms and Conditions.
Each of those cases brings an email to you and a full refund of anything charged, back to the original payment method. No cancellation fee exists on this Site, in either direction, at any point.
9. Contact
Cancellations, order status and refunds go to PagAmerican support, through the Contact Us page on pagamerican.com.br, with the order number.
Everything else comes to us:
Horse Force Nutrition LLC
PO Box 12730, Ogden, UT 84412, United States
Email: support@horseforcegelatin.com
Phone: +1 (801) 555-0163, Monday to Friday, 9:00 AM to 5:00 PM Mountain Time