Reply from eleglide.comJan 6, 2026
Dear Patricia Lake,
Thank you for sharing your feedback, and we sincerely apologize for any inconvenience this experience has caused. To provide some context for other customers who may view this review, we would like to clarify the following points:
Order Confirmation Process
After you initially expressed the wish to cancel the second order, we reached out multiple times via email to confirm whether you wanted to proceed with the cancellation. According to our internal order processing policy—designed to prevent errors and avoid shipping delays—we require explicit customer confirmation before modifying any order. Unfortunately, we did not receive a response prior to dispatch, so the item was shipped as scheduled.
Logistics and Return Process
Once you later confirmed the cancellation request, we immediately attempted to intercept the shipment. We clearly advised that if the package arrived, the simplest way to return it would be to refuse delivery, which would trigger an automatic return at no cost to you and speed up the refund process. However, you informed us that refusing the package was not convenient, and you accepted delivery.
We have since provided a free prepaid return label to facilitate the return on 1/5, and no postage fee is required from your side. The label has been sent to your email. Please use it to return the item within 7 days. Once the item is received back at our warehouse, we will process your refund promptly.
Pricing and Order Confirmation
All our products are clearly priced, and order confirmation steps are in place before finalizing any purchase. We always recommend that customers review their orders carefully before completing the transaction to prevent misunderstandings or unnecessary complications.
If you have any further concerns, please feel free to contact our customer service team directly via email. We are here to assist and aim to resolve this matter to your satisfaction.
Thank you for your understanding.
Best regards,
[email protected]
