How Order Cancellations Work
If you need to cancel an order, the applicable restocking fee depends on whether the order has shipped.
Cancellation Timing & Fees
Within 4 hours of order placement - Orders may be cancelled without a restocking fee, provided the order has not entered fulfillment.
Order not shipped (after 4 hours) - 10% restocking fee applies.
Order already shipped - 50% restocking fee applies.
All restocking fees are taxable and follow the same tax rules as the original order.
What Happens When an Order Is Cancelled
When an order is cancelled, ICON does not modify the original invoice.
Instead, you will receive two new documents for full transparency.
1. Credit Memo (Refund Adjustment)
Reverses the original order
Cancels the inventory and sale
Used to calculate your refund
2. New Invoice (Restocking Fee)
Charges the applicable restocking fee (10% or 50%)
Includes applicable tax
Clearly shows the cancellation charge
This approach keeps refunds and fees clearly separated and easy to understand.
How Refunds Are Processed
If your original order was paid by credit card:
ICON processes a refund for the net amount
Refund amount = original payment – restocking fee (including tax)
You will see:
A Credit Memo for the cancelled order
A separate invoice for the restocking fee
A refund for the remaining balance
Warehouse Handling
Once a cancellation is submitted:
If not shipped:
The warehouse cancels the shipment and returns inventory to stock.
If already shipped:
The warehouse arranges the return, inspects the items, and restocks inventory.
Example (Order Not Shipped)
Original order: $5,000.00
Credit Memo: –$5,000.00
Restocking Fee (10%): $500.00
Tax (HST): $65.00
Refund issued: $4,435.00
Important Notes
Shipping status is determined by warehouse processing and carrier handoff
Restocking fees are applied per ICON’s cancellation policy
Delivery and refund timelines may vary based on logistics and payment processing
Office - Canada 1.844.888.5555
Office - USA 1.866.286.9438