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Help › Policies
Cancellations & pre-orders.
How pre-orders work, where you’ll see them on our site, and how to cancel an order.
Last updated October 2026
What is a pre-order?
Some panels sell out faster than we can restock. When that happens, you can still order them as a pre-order: you’re reserving panels from our next shipment, and they ship to you as soon as they arrive at our warehouse. Your boxes are reserved the moment you order.
Where you’ll see it
We mark pre-orders clearly in three places, so there are no surprises:
The button reads Pre-order instead of Add to cart, and the estimated ship month sits right above it, with when it should arrive after it ships.
Every pre-order item is tagged with its ship date in the cart that slides out, and the top banner shows when it ships, so it’s clear before you check out.
Your confirmation email shows the estimated ship date next to each pre-order item. We’ll email again with tracking when it ships, or right away if the date changes.
- On the product page: the button reads Pre-order instead of Add to cart, with the estimated ship date right above it.
- In your cart: each pre-order item is tagged with its estimated ship date.
- In your order confirmation: the estimated ship date is shown next to each pre-order item.
The ship date shown on a pre-order is our best estimate, based on when the next shipment is due. Production and freight timelines can shift, so dates are approximate and may change. If your date moves, we’ll email you right away with the new estimate, and you can choose to wait or cancel for a full refund.
Mixing pre-order and in-stock items
If your order has both, we ship everything together once the pre-order items arrive. Splitting an order into separate shipments is an exception, not the rule.
Cancelling a pre-order
You can cancel a pre-order for a full refund any time before it ships. Just email hello@slats.co with your order number.
Cancelling an in-stock order
If your order hasn’t shipped yet, email hello@slats.co with your order number and we’ll cancel it and refund you in full. Once an order has shipped it can’t be cancelled, but you can request a return under our Returns & refunds policy.