Modify/Cancel Order

At Juniper Mountain, we understand that plans change. This policy explains when you can modify or cancel an order, how to request a change, and what happens once an order has shipped.

1. Modification or Cancellation Window

You have a 48-hour window from the time you place your order to request any modifications or cancellations. After this period, your order may already be in preparation for shipment and can no longer be changed.

2. Requesting Changes

To modify or cancel your order within the allowed timeframe, please contact our customer support team promptly. Email us at support@junipersmountain.com with your order number and the specific details of what you would like changed. Requests must reach us within the 48-hour window to be processed.

Common changes we can help with include:

  • Correcting a shipping address
  • Adjusting the quantity of an item
  • Swapping one item for another
  • Cancelling the order entirely

3. Custom Orders

Custom and personalized pieces follow a different timeline. Because production begins once your specification is confirmed, a custom order can be modified or cancelled at any point before you approve the final dimensions, wood tone, and finish in writing.

Once that confirmation is given and production has begun, the order can no longer be changed or cancelled.

4. Handling Shipped Orders

If your order has already shipped, modifications are not possible. In that case, please wait for delivery and then follow our Return & Refund Policy for returns or exchanges. Please note that custom and personalized pieces are non-returnable.

5. Refunds for Canceled Orders

For orders cancelled within the 48-hour window, we will process a refund to your original payment method within 5 business days. Depending on your bank or card provider, it may take a few additional days for the refund to appear on your statement.

6. Customer Support

If you have any issues or questions regarding your order, please contact our customer service team. We typically respond within 1–2 business days.

Email: support@junipersmountain.com
Address: 5900 Balcones Drive ste 100, Austin Texas 78731, USA

Customer Support Hours:

  • Monday to Friday: 9:00 AM – 6:00 PM (EST)
  • Saturday: 10:00 AM – 3:00 PM (EST)
  • Sunday: Closed